Gxbet Casino - Player's winnings have been confiscated and account closed.

Gxbet confiscated my money and closed my account while i was waiting for my withdrawal.

I received a strange email about fraud which i do not know anything about.

I just playes as always nothing different when they just decided to take my money and block my account.

I have no idea what they are talking about or reffering to.

Can you please help me get my money thank you

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Dear hoshy,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Jean

I played slots,

Yes i fully verified and have received withdrawals prior to this one.

I have not done anything differently than before i have my favorite selections of games i like to play and they worked perfectly fine then.

I do not remember if i won with my own cash or with bonus money i can not access my account to check it either.

Thank you for the clarification, hoshy.

To better understand the situation, please provide the following details:

• The amount of winnings that were confiscated from your account
• The date when your account was blocked
• The email you received regarding the fraud allegation

Did you contact the casino about this matter? Please let me know what their response was.

Kindly send all relevant communication to jean.s@casino.guru. Your cooperation will help us assess the case and work toward a resolution.

Dear hoshy,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Gxbet Casino representative to join this conversation.

Dear Gxbet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Hoshy and Casino Guru Team,

Thank you for contacting us regarding this complaint. We appreciate Casino Guru’s role in facilitating communication and reviewing the matter, and we take all player concerns seriously.

We would like to clarify that the decision to restrict the player’s account and forfeit the associated balance was not made arbitrarily. The outcome followed an internal platform-level investigation and was based on findings indicating violations of our Terms and Conditions.

Please find our explanation below, with references to the applicable sections of our Terms and Conditions:

https://gxbet.com/policy/terms-of-use/

1. Bonus abuse (Sections 7.6 and 16.10.2.4)

Our review identified a pattern of activity consistent with bonus-focused behavior that falls under bonus abuse according to our internal controls. Indicators included:

Deposits made exclusively via cryptocurrency and primarily during periods with higher promotional offers;

Immediate activation of bonuses following deposits;

Concentrated gameplay on recently added slot titles;

Cancellation of bonuses after wagering completion in cases where deposits resulted in profit;

Continued gameplay using bonus funds when deposited balances were exhausted;

Noticeably increased activity during promotional campaigns and public holidays.

Section 7.6 of our Terms and Conditions states that where an account is identified as engaging in bonus abuse, bonuses and related winnings may be voided and the account may be restricted. Section 16.10.2.4 further provides GXBet with the right to remove bonuses and associated winnings and apply account limitations where abuse is confirmed.

2. Fraud-related concerns (Section 9.3)

When assessed in the broader context of the platform investigation, the observed activity raised concerns regarding coordinated use of promotional mechanics rather than standard recreational gameplay.

Under Section 9.3 of our Terms and Conditions, GXBet reserves the right to suspend accounts and apply balance forfeiture where fraudulent, dishonest, improper, or otherwise prohibited activity is identified.

3. Account and device policy (Sections 3.1, 3.2 and 3.3)

The investigation also identified technical links between this account and other accounts on the platform.

As outlined in:

Section 3.1 — each user is permitted to register and operate only one account;

Section 3.2 — only one account per household, IP address, and device is allowed;

Section 3.3 — violations may result in account closure and cancellation of winnings, bonuses, and pending withdrawals.

4. Personal participation requirement (Section 2.4.3)

Section 2.4.3 requires users to participate in gaming activities solely on their own behalf. Based on the investigation findings, there were reasonable grounds to review compliance with this requirement.

Regarding the player’s concern about insufficient explanation

The player was informed by our support team on multiple occasions about the relevant Terms and Conditions provisions that formed the basis of this decision. Should additional clarification or supporting information be required during the review process, we remain prepared to cooperate and provide further details where appropriate.

The proof of breaking rules has been already sent to the email address barbora.p@casino.guru .

We remain committed to cooperating fully with Casino Guru and are available for any additional questions or clarification.

Kind regards,

GXBet Casino Team

Dear GXBet Casino Team,

Thank you for the information provided so far.

I have sent you a follow-up email regarding several additional questions and clarification points related to the submitted evidence. Please have a look when possible.

Thank you in advance for your cooperation.

Dear Barbora,

Thank you for your follow-up message in this thread and for your ongoing dedication to reviewing this case.

We would like to formally confirm that we have received your additional questions regarding the provided evidence. 

Our compliance and risk management teams have thoroughly reviewed each point and have already sent a comprehensive response with all the requested clarifications and technical details to your email address (barbora.p@casino.guru).

We appreciate your cooperation and remain fully available should you need any further assistance or a deeper explanation.

Kind regards,

GXBet Casino Team.

Dear Hoshy,

Thank you for your patience throughout the investigation.

After carefully reviewing all information and evidence provided by both parties, including the additional documentation submitted by the casino, I have concluded that the casino's decision was justified.

The evidence reviewed demonstrates technical links between your account and other accounts on the platform, including shared device identifiers. Based on the evidence provided, I am satisfied that the casino had sufficient grounds to conclude that the accounts were connected and to apply the relevant sections of its Terms and Conditions regarding duplicate or connected accounts.

As the casino has provided supporting evidence for its decision and I have not been presented with sufficient evidence to dispute these findings, I am unable to pursue this complaint further in the player's favor.

For these reasons, this complaint will now be rejected.

I understand that this is not the outcome you were hoping for. Nevertheless, based on the evidence available to me, I consider the casino's actions to be justified in this case.

Kind regards,

Barbora

Casino Guru