GxSpin Casino - Player's winnings are confiscated due to account issues.

hello.

so the story.

i did signup and received a free signup bonus.

i did win and make it through the waggerment. According to there rules the max win and pay is 100 euro. So thats fine, the wagger was completed exactly on that amount.

so I intended to make a witrawal.

after making that it was rejected instantly and by mail I was told that I had a duplicated account.

so I did explain I am not aware of that and got a mail back that the have solved this, stated that the account was closed and in could not interfere with my (main) account

so witraw again. And it was rejected. I needed to make a min deposit to proof that the bank account was mine😁 so that was starting to irritate me offcourse. But 10 euro depots and by mail the guys told me I did not have to wagger it 3x this time. It was just for verification.

so after that all good and I did make a witrawal.

after 2 days of pending my account was closed and I received a mail that my winnings where confiscated bescaus I did have duplicated account😁 so I did explain it was solved sending screenshot of the conversation.

after 4 week I did get a mail back. That my account was reopened but the winning where deducted because I did voilate there bonus term by winning more then I did deposit😁

so a sign up bonus gots convicated. Because I did win more then I did deposit.

little strange right ?

so the duplicate was not a good reason since I got proof it was solved.

then they found after 4 weeks a other good reason in there terms to not get me payed.

its not even about that 100 euro. But letting me deposit and not letting me witraw is….

can you contact them?

curious how this will work out.

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GxSpin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please provide the relevant evidence that the multiple account issue has been resolved, as well as any communication from the casino regarding the allegations against you?
• Send the information to my email at tomas@casino.guru or post screenshots here

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,

Tomas

This is the evidence for those duplicated accounts. If you need more I can send the whole conversation by mail. But it’s over 100 messages 😁

i did not have them in the first place but oke. It seems that even when you are in a public place where someone else is playing the system wil mark you as duplicate

Thanks for the provided evidence.

Please share with me the communication in which the casino won't pay you due to multiple account allegations. If you can limit the amount of messages sent - great, if not, I'll deal with it. Make sure the reason for confiscation is clear from the information you provide.

Send the information to my email at tomas@casino.guru

Looking forward to your reply.

hi

i did send you a email.

Thank you very much, Amnesys, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Amnesys,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

well that won’t promise any good 😁 when they just do not respond than it’s over offcourse. Lucky it’s just 100 euro. But I think this gxspin should be on the black list anyway.

Dear Amnesys and Casino Guru team,

We sincerely appreciate you bringing this issue to our attention, and thank you for your patience and cooperation while we conducted a detailed review.

We would like to clarify that the winnings of 100 EUR were voided due to a breach of our Terms and Conditions related to the creation of duplicate accounts and the abuse of promotional offers.

As stated in Section 9: Use of player account:

"Each player is allowed to create only one (1) personal account.

Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account."

You can review the relevant section of our Terms and Conditions here: https://www.gxspin.com/terms-and-conditions

Screenshot: https://prnt.sc/B9OTBFaE9ho2

Additionally, the following is outlined in Section 10: Anti-fraud policy:

"The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

- use of stolen cards;

- chargebacks;

- creating more than one account in order to get advantage from casino promotions;

- providing incorrect registration data;

- providing of forged documents;

- deliberate action aimed at damaging the reputation of the Casino."

The full Anti-Fraud Policy can be found at the following link: https://www.gxspin.com/terms-and-conditions

Screenshot: https://prnt.sc/rNGiwWItPbBE

We hope this explanation clarifies the outcome of the case. If you have any further questions, please feel free to contact us at support@gxspin.com. We are always happy to assist.

Best regards,

GxSpin Casino Team

hi gx spin casino. The multiple account issue was solved before i did make a witrawal. It’s based in the same ip address. But since i your casino even count public places as the same ip… well nvm.

that duplicated account issue was solved before i die make a witrawal. So the winnings should have been payed out.

Dear GxSpin Casino Team,

Thank you very much for your cooperation.

Based on the evidence provided by the player, they were previously informed that "your duplicate account was closed and will not affect your main account."

Could you please clarify why this decision was later changed? Were there any additional accounts discovered that may have influenced this outcome?

Dear Amnesys and Casino Guru Team,

We truly appreciate your engagement and the opportunity to carefully review this case. Your collaboration and patience during the process have been greatly valued.

Following a detailed investigation, we can confirm that the player initially used the "Non-dep 20 FS [BACK20]" bonus on their original account. Subsequently, a second account was created, which is a violation of our website’s Terms and Conditions. The same "Non-dep 20 FS [BACK20]" bonus was also activated and wagered on this newly created account.

Therefore, unfortunately, the player has violated the rules of our website, namely those set out in Section 10: Anti-Fraud Policy:

"The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

- use of stolen cards;

- chargebacks;

- creating more than one account in order to get advantage from casino promotions;

- providing incorrect registration data;

- providing of forged documents;

- deliberate action aimed at damaging the reputation of the Casino."

The full Anti-Fraud Policy can be found at the following link: https://www.gxspin.com/terms-and-conditions

Screenshot: https://prnt.sc/rNGiwWItPbBE

The winnings were debited on the basis of the aforementioned violation of the rules.

We hope that the information provided gives full transparency of our findings. If there is anything else we can help you with, please feel free to contact us at any time at support@gxspin.com - we are always here to support you.

Best regards,

GxSpin Casino Team

same story again that account was closed and it should be no problem.

evidence was provided.

Dear GxSpin Casino Team,

I hope this message finds you well.

I’m very sorry to trouble you again, but it seems my previous question may have been overlooked. I fully understand that the player in question breached your terms and conditions, and under normal circumstances, this would typically lead to the case being closed.

However, based on the evidence provided by the player, they were previously informed that their duplicate account was closed and would not affect their main account. Could you please clarify why this position was later reversed?

This is quite an important point, as the player was initially reassured that everything was fine, only to later have their winnings confiscated with reference to rules—despite the earlier confirmation that the duplicate account would not impact the main one.

For the sake of transparency and fairness, we would appreciate understanding how this decision was made and whether your final action is consistent with your prior communication.

Thank you in advance for your time and clarification.

And also. Letting me make a deposit….

Dear Amnesys and Casino Guru Team,

Thank you for your time and continued collaboration in helping us assess this case. We truly value your involvement and the transparency of the process.

We confirm that our decision regarding this case stands. The second account remains active and available for the player’s continued use.

The player's first account was identified and closed as a duplicate. This resolved the issue of multiple accounts, meaning the player no longer violated our policy regarding existence of more than one account.

However, it is important to note that the player was still in violation of another rule within our Terms and Conditions — specifically, the Anti-Fraud Policy — by using the same promotional offer more than once across multiple accounts.

"The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

- use of stolen cards;

- chargebacks;

- creating more than one account in order to get advantage from casino promotions;

- providing incorrect registration data;

- providing of forged documents;

- deliberate action aimed at damaging the reputation of the Сasino."

You may view the full policy here: https://www.gxspin.com/terms-and-conditions

Supporting screenshot: https://prnt.sc/rNGiwWItPbBE

We hope this explanation clarifies the outcome of the case. If you have any further questions, please feel free to contact us at support@gxspin.com. We are always happy to assist.

Best regards,

GxSpin Casino Team

So no matter what I do…

There is always a excuus not to pay me?

Dear Amnesys,

After a thorough evaluation of your case and discussions with our team, I have reached a final decision.

I agree that it was not appropriate for the casino team to initially state that your previous account would not impact this one. That statement should not have been made, and I fully understand your frustration.

However, I also understand the casino’s decision not to pay out your winnings. Since you had already taken advantage of the same bonus on your previous account, using it again on a newly created account gave you an unfair advantage. While I empathize with your disappointment and I personally believe the casino should have been more transparent from the beginning, ideally informing you of the confiscation before you made a deposit—this does not change the fact that multiple account creation and repeated bonus claims are considered unacceptable practices in the industry.

If you had won money during real-money play (outside the bonus), I believe you would have been entitled at least to those winnings. However, based on the available information, that does not appear to be the case.

Therefore, while I regret the outcome, I must close this case as rejected. Accepting it could set a precedent that goes against fair play standards.

Thank you for your understanding.

Kind regards, Jozef