Gxbet Casino - Player is dealing with withdrawal delays and hidden fees.

Dear Casino Guru Team,

I am writing to a complaint against Gxbet.com due to multiple concerning issues related to deposits, withdrawals, and customer service.

Summary of Issues:

Excessive Withdrawal Fees:

After depositing $50 and successfully increasing my balance to $100, I attempted to withdraw funds. I was shocked to discover a withdrawal fee of €20, a fee I consider exorbitantly high. This fee was not disclosed at any point during the deposit process or in the Terms and Conditions.

Withdrawal Restrictions and Delays:

I was informed that withdrawals could only be made via the original deposit method, which I understand is common practice. However, I was then told I could not withdraw because the casino had not yet received my deposit funds. It was not mentioned anywhere that you can still play with money they have not yet recieved, essentialy playing on credit.

Opaque and Questionable Payment Process:

My deposit was made via bank transfer, but I was redirected to a third-party site called Rillpay, where I effectively purchased cryptocurrency. Despite the transaction showing as complete on Rillpay’s platform, the casino claims not to have received the funds. Additionally, the withdrawal process unexpectedly redirected to another payment processor named Kryptonim after i tried withdrawing again, which appears on my bank statement instead of Rillpay.

Lack of Customer Support and Transparency:

When I sought assistance regarding the involvement of Rillpay and the delayed receipt of funds, the casino’s customer support denied knowledge of Rillpay and subsequently closed my support ticket without resolution. Attempts to escalate the issue or speak with a human representative have been unsuccessful, as the live chat system fails to connect me to a person.

Conclusion:

The combination of undisclosed fees, confusing and potentially deceptive payment processes, and unresponsive customer support raises serious ethical and operational concerns. I strongly urge Casino Guru to investigate gxbet and consider appropriate action to protect other players.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you received any confirmation emails or transaction receipts regarding your deposit and withdrawal attempts?

Could you please check if the deposit appears in your deposit history?

Could you please confirm if I understand correctly that the deposit was credited to your casino account?

Could you tell me the exact date when you made the deposit and the date when you made the withdrawal request?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Thanks for the quick response.

I did not receive any confirmation emails. However, the deposit does appear in my GxBet account, and it was successfully credited. Both the deposit and the withdrawal request were made yesterday, on August 27th.

I'll also provide some screenshots from the conversation. In them, the support team stated that I'm not allowed to play due to my jurisdiction and their Terms of Service. However, I had already verified my identity and clearly informed them of my country of residence. Despite this, my account was accepted and verified.

Dear player, could you please confirm whether the deposit issue has been resolved and whether you have been able to successfully withdraw your funds since then?

Also, I noticed the casino support mentioned something about your jurisdiction being restricted. Could you clarify the following:

1. Did you enter Luxembourg as your country during registration?
2. If so, did the casino accept your documents and verify your account with Luxembourg listed as your residence?
3. Have they provided any specific reason or source (e.g. Terms of Service) explaining why players from Luxembourg would be blocked, given that the country isn’t listed among the restricted jurisdictions?

Dear player,

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.

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,

Dominika

Casino.Guru