The player from Brazil had won over $40,000 but faced account blockage after inquiring about withdrawal times. The casino claimed he was addicted and refused to pay him his winnings. The Complaints Team had attempted to assist by requesting additional information and extending the communication timeline; however, due to a lack of response from the player, the investigation could not proceed. Consequently, the complaint was closed, but the player could reopen it in the future if he chose to engage again.
Gamix Casino - Player’s account has been closed.
Closed
Our verdict
Player stopped responding
Amount: 40,000 USD₮
Gamix Casino
Safety Index:Very lowCase summary
Discussion
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2 months ago
Translation
I won more than 40000$ in this Casino, and when I asked them about the withdrawal time, they blocked my account saying that I was addicted, and now they don't want to pay me my rightful money, you from Casinoguru are a disgrace to leave this Casino here, scammers of shit
Automatic translation:
Public
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2 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Have you passed the full KYC verification?
What types of games did you play to accumulate your winnings?
Have you made any remarks in your communications with the casino that could suggest you're suffering from gambling addiction?
Could you please send me a chat transcript or emails of your conversations with the casino regarding the withdrawal time and the closure of your account? My email address is [email protected].
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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2 months ago
Dear iagoperes157,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
