Gxmble Casino - Player's winnings have been confiscated.

Gxmble Casino confiscated my winnings after I completed a 5x wager. They claim I breached Rule 7.6 by playing Sugar Rush and 5 Lions Megaways. However, their system did not block these games, and I played them in good faith while keeping my bets small. I believe the casino is using a technicality to avoid paying a legitimate win.

They return my initial deposit, but I don't want to accept it, as I think they will say that I accepted the resolution. I tried to explain, but they didn't reply anymore. Please HELP

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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.

• Did you receive any warnings or pop-up notifications when you tried opening the games that should have been restricted while playing with a bonus?
• Have you played with bonuses at this casino before, and if so, have you ever experienced a similar issue?
• Is your account fully verified?

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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No warnings when open the games. The wager was done in the required limits. I started to buy bonuses when the wager was complete. It was first time at this casino.

The account is fully verified. All documentation was sent to their kyc dept. Email and phone number checked.

See below the email sent to them:

Formal Complaint - Confiscation of Winnings

Dear Gxmble Management,

I am writing to formally contest the confiscation of my winnings following my completed 5x wagering requirement. While you cite Rule 7.6 regarding Sugar Rush and 5 Lions Megaways, I am rejecting your decision based on the following grounds:

1. Failure of Technical Safeguards It is standard industry practice in 2026 for a reputable casino to implement automated blocks on restricted games while a bonus is active. Your platform allowed me to open, wager, and play these games without any warning. Allowing play to continue and only enforcing the rule at the point of withdrawal is a deceptive "trap" practice designed to void legitimate wins.

2. Proportionality and Good Faith I played these games in good faith, maintaining small stakes well within your fair play limits. Forfeiting the entire balance for a minor, accidental breach that your own software failed to prevent is entirely disproportionate.

3. Escalation to Costa Rican & International Authorities I am prepared to take this matter to the Ministry of Economy, Industry and Commerce (MEIC) in Costa Rica, where your parent company, Rabocse Sociedad de Responsabilidad Limitada, is registered. I will be filing a formal complaint regarding your lack of consumer protection and non-transparent bonus enforcement.

Furthermore, I am escalating this dispute to:

CasinoGuru and AskGamblers (Formal complaints are being drafted now).

The Curaçao Gaming Control Board (CGCB) regarding the technical integrity of your platform.

Trustpilot, to warn the Northern Ireland and UK gambling communities of this specific "restricted game" confiscation tactic.

I have not touched the "returned deposit" in my account, as I do not accept this as a resolution. I am open to a reasonable compromise to settle this immediately; otherwise, I will proceed with all the aforementioned escalations today.

Regards,

Mircea M

Hi

They replied to me. I will attach the picture with their reply and my own.

Thanks

The casino has confirmed in writing that they are aware of the situation but are refusing to pay based on Rule 7.6. They have admitted that they re-added my deposit, which confirms there was no fraud, only a technical breach that their own system failed to prevent.

I wont touch the money until you can help me with a resolution.

Thank you!

UPDATE: Official Regulatory Registration in Costa Rica

I am notifying the CasinoGuru team and the casino that I have officially registered with the Ministerio de Economía, Industria y Comercio (MEIC) in Costa Rica (Registration: MOLDOVEANU MIHAI MIRCEA).

I have prepared a formal administrative complaint against the operator, Rabocse Sociedad de Responsabilidad Limitada (ID: 3-102-904216), for the illegal retention of my €250 deposit and winnings.

I am also highlighting a major compliance failure: While the casino's brand is hidden from UK players on major review sites like AskGamblers (likely due to a lack of UKGC licensing), their software actively permitted me to register and deposit from Northern Ireland without any geo-blocking. This is a clear case of "predatory technical negligence"—permitting illegal play only to confiscate funds at the point of withdrawal.

I have shared the MEIC registration proof with the casino and am awaiting a final resolution before submitting the case for a formal government investigation.

URGENT: Systematic Fraud & Data Breach across 4 Brands (MEIC Case CAS-76905-D1D5B3)

I am providing a critical update. My dispute has escalated into a formal government investigation by the Costa Rican Ministry of Economy (MEIC) against Rabocse Sociedad de Responsabilidad Limitada (ID: 3-102-904216), the entity behind multiple casino brands.

The Brands Involved:

-Gxmble - 800 EUR in pending withdrawal - they banned me - I can`t enter in my account

-Kingdom Casino - 400 EUR in pending withdrawal - I was banned as soon as the they locked my account on Gxmble - I can`t enter in my account

-Gambiva - 750 EUR in pending withdrawal - I was banned as soon as the they locked my account on Gxmble - I can`t enter in my account

-Tenobet - 500 EUR in pending withdrawal - I was banned as soon as the they locked my account on Gxmble - I can`t enter in my account

The Data Breach and Illegal Linking: I have uncovered a severe violation of data privacy (Law 8968). Despite using different email addresses to register at Gxmble and Kingdom Casino, the operator utilized unauthorized cross-platform tracking to link my accounts. They used this illegal data profiling as a weapon to retaliate and block my funds.

Total Amount Owed: €4,250:

€2,450 in legitimate winnings/withdrawals.

€1,800 in deposits that must be refunded due to the illegal breach of terms and data laws.

Legal Status: My claim is now ACTIVO (Active) in the Costa Rican government system under Case Number CAS-76905-D1D5B3. I have uploaded a specific "Fraud and Privacy Addendum" to the file, and the Ministry is now assessing the case for a formal summons of their legal representative, Lilliana Monge Vargas, or whoever it is their legal representative now.

Please: I request that Casino Guru link this update to all four brands mentioned, as they are all operated by the same parent company that is currently under investigation for these systemic failures.

URGENT: Systematic Fraud & Data Breach across 4 Brands (MEIC Case CAS-76905-D1D5B3)

I am providing a critical update. My dispute has escalated into a formal government investigation by the Costa Rican Ministry of Economy (MEIC) against Rabocse Sociedad de Responsabilidad Limitada (ID: 3-102-904216), the entity behind multiple casino brands.

The Brands Involved:

-Gxmble - 800 EUR in pending withdrawal - they banned me - I can`t enter in my account

-Kingdom Casino - 400 EUR in pending withdrawal - I was banned as soon as the they locked my account on Gxmble - I can`t enter in my account

-Gambiva - 750 EUR in pending withdrawal - I was banned as soon as the they locked my account on Gxmble - I can`t enter in my account

-Tenobet - 500 EUR in pending withdrawal - I was banned as soon as the they locked my account on Gxmble - I can`t enter in my account

The Data Breach and Illegal Linking: I have uncovered a severe violation of data privacy (Law 8968). Despite using different email addresses to register at Gxmble and Kingdom Casino, the operator utilized unauthorized cross-platform tracking to link my accounts. They used this illegal data profiling as a weapon to retaliate and block my funds.

Total Amount Owed: €4,250:

€2,450 in legitimate winnings/withdrawals.

€1,800 in deposits that must be refunded due to the illegal breach of terms and data laws.

Legal Status: My claim is now ACTIVO (Active) in the Costa Rican government system under Case Number CAS-76905-D1D5B3. I have uploaded a specific "Fraud and Privacy Addendum" to the file, and the Ministry is now assessing the case for a formal summons of their legal representative, Lilliana Monge Vargas, or whoever it is their legal representative now.

I also asked MEIC to send my documentation to PRODHAB regarding the data breach.

Please: I request that Casino Guru link this update to all four brands mentioned, as they are all operated by the same parent company that is currently under investigation for these systemic failures.

Dear Mircea

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, Michal (michal.k@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,

Veronika

Hello Mircea,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and it seems you selected the wrong casino for this complaint. Based on the evidence you provided, this particular case pertains to Gxmble Casino and not G4mble Casino as you have initialy selected. I will assign this case to Gxmble Casino. If you have a complaint about G4mble Casino or other casinos, please submit a new complaint for each casino. While the casinos might be operated by the same company, each case will need to be assessed and handled independently by us.

This being said, I will attempt to get in touch with the casino team to see if I can assist you. However, I must inform you that Gxmble Casino not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We would like to invite Gxmble Casino to join the conversation.

Dear Gxmble Casino,

While we understand that it is the responsibility of each player to thoroughly read and understand the terms and conditions and the bonus terms and conditions prior to registering their account and claiming the bonus and to comply with these guidelines, however, relying solely on players to read, memorise, and comply with quite a long list of possible restrictions is far from a user-friendly or effective solution. In our mission to promote a safe and fair gambling environment for both players and operators, we do not consider it fair to void winnings when a player unintentionally breaches rules that are, in a lot of top casinos, already enforced automatically at the software level.

At Casino Guru, we believe that fostering transparency and fairness requires a more proactive approach from casinos when enforcing game or bonus-related restrictions.

If a player was able to access restricted games freely—without circumventing any safeguards or technical limitations—and was not clearly informed, whether through a pop-up, in-game message, or other clear means, that such games were off-limits or that any resulting winnings would be void or confiscated, then the current course of action appears difficult to reconcile with the principles of fair gaming and consumer protection.

In light of this, we kindly ask you to reconsider your position or, alternatively, to share your thoughts on what you believe would represent a fair and mutually acceptable resolution to this case.

If there are any factors contributing to this matter that cannot be disclosed publicly, I would appreciate it if you could send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you for your attention, and we look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mircea,

I have tried to contact the casino repeatedly, but, as expected, I have received no response. I'm afraid there is not much that can be achieved without cooperation from their side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Usually, in the meantime, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website, but the casino doesn't display its license validator, most likely in an attempt to prevent players from escalating their complaints further.

Although Gxmble Casino appear to hold a valid gaming license as they are listed in the Register of License Holders

Currently, the only way to submit a complaint to the authority is via a form on the licence validator page. You may wish to inform the licensing authority that the casino operator (Rabocse SRL) is not offering this option to their players. The greater the number of complaints they receive regarding this matter, the more probable it is that they will take the necessary actions. Regrettably, this is where any potential assistance from our end concerning your case concludes.

I am sorry I could not be of more help on this occasion. I really hope the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.

Best regards,

Michal

Casino Guru