The player from Spain had a verified account at GXmble Casino, but her account was blocked without explanation and her withdrawal of €472 was not paid. Despite her attempts to contact the casino regarding both the account block and the pending payment, she did not receive any responses. She confirmed that the winnings were made on slots without any bonus and that she had previously made successful deposits and withdrawals. We were unable to move the complaint forward because the casino had a long history of no reaction and did not cooperate with our mediation attempts. As a result, the complaint was closed as unresolved.
Gxmble Casino - Player’s account has been closed and withdrawal is pending.
Unresolved
Our verdict
No reaction policy
Black points: 131
Amount: €472
Gxmble Casino
Safety Index 1.7 Very lowCase summary
Discussion
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1 week ago
Translation
I want to file a complaint against GXmble Casino for blocking my account and not paying my withdrawal.
My account is fully verified. I made a deposit of €200 and, after playing, my balance reached €472. I requested a withdrawal of the €472, but the casino has not processed or paid my money.
Subsequently, my account was blocked without any explanation or reason being given. I have tried contacting the casino by email on several occasions to request information about the account block and, above all, about the payment of the €472 I am owed, but so far I have not received any response.
I don't understand the reason for this situation, especially considering that my account was already verified and the casino accepted my deposit without any problem.
I request Casino Guru's assistance so that GXmble Casino clearly explains why they have blocked my account and proceeds with the payment of the €472 I am waiting to withdraw.
I can provide screenshots of the emails sent to the casino if necessary.
Amount in dispute: €472.
Deposit made: €200.
Account status: verified.
Current status: account blocked and withdrawal pending payment.
Automatic translation:
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1 week ago
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1 week ago
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 made any successful withdrawals from this casino before?
- What types of games did you play to accumulate the winnings that you were trying to withdraw?
- Did you accumulate these winnings with or without a bonus?
- When was the last time you contacted the casino's customer support regarding the reason your account was blocked, and what explanation did they provide?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 week ago
TranslationI have previously made both deposits and withdrawals at this casino and received my payments without any issues. My account is fully verified, and the casino has processed withdrawals before.
However, on this occasion, after winning some money playing slots, the casino did not process my withdrawal and subsequently blocked my account, leaving a balance of €472 inside that I can no longer access.
I would also like to point out that these winnings were obtained exclusively by playing slots and without using any bonuses or promotions. Therefore, the winnings did not come from bonus funds and were not subject to any bonus-related wagering requirements.
Furthermore, I have tried to resolve this situation directly with the casino. My last email was sent this past weekend, requesting information and a solution regarding the blocking of my account and the withheld funds. To date, I have not received any response from the casino.
I don't understand why, after having fully verified my account, accepted my deposits and having processed and paid my withdrawals previously without problems, the casino has now decided to block my account and withhold the €472 that I had available.
For this reason, I request Casino Guru's assistance in obtaining a clear and specific explanation for the reason my account was blocked and my funds withheld. If there is no valid reason according to their terms and conditions, I request the return of the €472 that remained in my account at the time of the block.
I appreciate Casino Guru's intervention to try to clarify and resolve this situation.
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yesterday
Dear Lore901,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 8+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for Gxmble Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have failed as the complaints grew in number. We strictly recommend staying away from Gxmble Casino. I wish I could be of more help.
The casino can reopen this complaint at any time.
