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I already requested pay out of my winnings. After I requested the pay out, my account suddenly log out then after that I signed in and their is a pop up message that my account have been locked. I have a screen shot of my requested pay out .

Dear Jay,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and indicate whether you passed the verification? Please, could you advise if you have accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes I passed the verification with all the details, valid id's I submitted to them.

Yes I have a accumalated winnings worth PHP 100,000.. I think from May 17 I won total of Php 100,000, May 25 a total of Php 180,000, May 26 total of Php 100,000 and lastly May 27 that was yesterday Php 100,000 then suddenly may account was locked. It is not totaly may winnings is php 100,000 because my deposits to my account is added to the requested payout.

They says that their is ongoing investigation on my account and it will take 45 to 365 days. They left me hanging without knowing whats my violation. And Im 100 percent sure that I did not violate any in their terms and conditions. I play fairly.

If I loss, they sent me a bonus with wagering of 15times. My total payouts month of May is Php 790,000 less my deposited to my account I think around php 300,000 to 400,000 so the total net of my winnings is at around php 300,000 only. So the question is why they suddenly locked my account? Is it because of my winnings?

Thank you for your reply, Jay Pee. Could you please clarify which games you played? Did you play any casino games or you focused on sports betting only?

I played in casino games like baccarat.

Thank you for a quick reply. Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take a few days, sometimes weeks, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

We are left with no other option now just to wait for the casino to complete their investigation. I will set the timer for additional 14 days and please, let us know in case there is anything new in the meantime.

They say they will update me after 45days re: my locked account. I think 45 days is too long. Its very frustrating and Im vert disappointed.

It is mentioned in our term 2.6.8 PNXBET reserves the right to disable any game category, block an account for 45-365 days and forfeit user account balance for all users, household, agents, affiliates, IP, group conducting opposite betting activities with the intentional result to fraudulently gain affiliate commission, agent commission, voucher scratch card or any given bonus/commission alike. https://www.pnxbet.com/general-terms-and-conditions.

The user owned an agent accounts which sole intention is to opposite bet.

They had conducted opposite betting in order to gain 40% commission fraudulently.

As per checking on the account it is banned for 45 days and the funds will be available after the said date with extra due diligence by contacting our live support.

It would be helpful if you provide information here and help us resolve the issue faster by telling the honest intention of the bets conducted by your group so our company will be also aware of and prevent fraudulent opposite bets conducted in the future. It would be smart to do not deny this allegations as this is a system generated anti fraud and was verified multiple times by our casino risk team. (The same group of people that was banned due to opposite betting filed a case here).

PNXbet, thank you for the clarification.

Thank you very much Jay Pee for your cooperation so far. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thanks anyway. Thank you for contacting pnxbet to resolve this problem. Im 100% sure that i did not violate. Im just only a player of that site. Im just a gambler not an agent who needs commission. I dont even need that commission and bonuses or whatever theyre saying. I have my money own money to gamble.

Dear Jay Pee,

I’ll be taking care of your complaint from now on. I’ll try my best to resolve the issue.

Dear PNXBet Casino team,

Please comment on Jay Pee’s most recent replies and provide a more detailed explanation along with evidence to prove your claims. You can forward the information to my e-mail address andrej.p@casino.guru.

Hi adrej,

Thank you for accommodating. They already sent an email 2days ago and they are requesting a live video of mine and through that live video they want me to say the general terms and conditions 2.6.8 which I already did even though it is againts my will because i know and im very 100% sure that i didnt violate their terms and conditions. I do what they says for the sake of that funds in that account. Its not a joke to locked my account without a fair trial. The money on that account is not a joke, Php 100,000 is a big money here in us. I play fairly and gamble fairly, I hope they will review well my transaction history, account history and even my betting history, they can see it their that I didnt do anything that violates the game. I hope they will open and return my account and funds ASAP!

Thanks.

Thank you, Jay Pee, for letting us know and for your cooperation.

Good day CasinoGuru team and Client,

As per checking on our system the client violated our term 2.6.8 which states that PNXBET reserves the right to disable any game category, block an account for 45-365 days and forfeit user account balance for all users, household, agents, affiliates, IP, group conducting opposite betting activities with the intentional result to fraudulently gain affiliate commission, agent commission, voucher scratch card or any given bonus/commission alike.

I can confirm and verify that the client is a registered user at pnxbet but has been proven conducting opposite betting by player bets on opposite sides in order to fraudulently gain affiliate commission, agent commission, voucher scratch card or any given bonus/commission alike.

To CasinoGuru team,

Please be aware that the opposite betting accusation is risk AI generated and has been verified by our casino risk team before placing any restrictions to an account, as you noticed the same reason is answered by our risk management dept. as this complainants are bind by the same IP, household, group of people trying to commit fraud.

To our valued player,

Your Issue will be resolved internally as we need additional documentation from you rest assured that your account balance will be available for withdrawal as long as minimum account lock is finished and compliance team receive the additional documents from you.

Hoping for your kind cooperation and clear judgements.

Regards,

Hector ***

Pnxtech N.V.

Risk Team

To PNXBET,

So wheres your proof that I do opposite betting? For me I have a lots of evidence here, screen shots of my transactions of your one of your affiliates that I only buy vouchers to load my account. You can have them if you want so that I can prove that we are not connected. We are far apart when it comes to place, its like UK and Philippines.

Dear PNXBet representative,

Can you please provide a more detailed explanation along with evidence to prove your claims? In addition, is there anything Jay Pee can do to have access to his funds sooner than after 45 days?

Hi Andrej,

It's the least blocking time we can give in order to prevent perpetrators from doing it again

Hi Andrej,

I just browse the other complaints here in your site address to PNXBet. I think its very alarming. Same issues locking account with winnings, almost same month (May 2021). So whats their problem? I think this site should be call their attention.

To PNXBET,

I think you have a problem. Please be accurate with your accusations. I think this is not right. You have 7 complaints already with same issues. You have to be fair! Those accounts youve locked have big amounts. Please be fair! We trusted your site to play casino games then this is the exchange weve got from you? You should take care of your clients because we are your markets. You can see it in our betting history if weve done anything that violates your TC. Send us proof if you have, so that it will be fair to both parties. I will try to contact those other complainants and will set meetings with them and lets see what will be our next step to recover our funds.

Kindly contact live chat support in order to get the details on the requirement for reactivation.

Good day,

Kindly contact pnxbet.com live chat support in order to get the details on the requirement for account reactivation. If you are required to submit documents please cc admin@pnxbet.com, security@pnxbet.com

Thank you

To PNXBET,

I already contacted your live support but they didnt received any orders re: my account reactivation. So whats up?

Dear user,

Your account has been fully restored. Thank you for your compliance.

Thank you PNXBET. Hoping for more transactions with your company. I hope this will not happen again because I am only a player and I know I play fair.

To CASINU GURU team thank you very much for your accommodation. It helps a lot for us as a gambler that wants to complain for the not giving us a fair trial. Hoping for more success for the team.

To PNXBET,

I thought its okay already because you reactivated my account and allowed my funds to be withdrawn from my account, then why is it you wont allow me to play any live casino games? I already contacted your live chat support then he already advise that my account is permanently locked or blocked in any live casino games in your site. I already loaded my account because I thought it is okay already. Im so disappointed. Anyway, goodluck and maybe I will not play anymore on your site. I will request withdrawal in my account and I hope their is no problem with it.

To Casino Guru Team,

I hope you will change the ratings of this casino site. Please look on to it.

Thanks!

Dear PNXBet Casino team,

Could you please comment on Jay Pee’s most recent reply?

Dear Jay Pee,

Kindly note that we cannot penalize the casino for its decision to restrict your access to the live casino section.

We would like to ask PNXBet Casino team to respond to Jay Pee's statements. We are extending the timer by 7 days.

Hi andrej,

I dont know whats the problem of pnxbet to me. Other account that has the same issue to mine that the account was locked but after reactivating she can bet in live casino. But why me cannot? Why they banned my account in live casino games? I dont know whats their point. The other one is also a complainant here in your site, but after reactivating her account she can play live casino games. They only allow me to play sportsbook but all live casino games they didnt allow me to play. I didnt do anything to them. So whats up?

Please be informed that our casino risk team has detected opposite betting on your account, the temporary suspension on your account was due to term 2.6.8 that PNXBET reserves the right to disable any game category, block an account for 45-365 days and forfeit user account balance for all users, household, agents, affiliates, IP, group conducting opposite betting activities with the intentional result to fraudulently gain affiliate commission, agent commission, voucher scratch card or any given bonus/commission alike. https://www.pnxbet.com/general-terms-and-conditions

Please be informed that we are closely monitoring this cases due to high number of fraudulent bets from the same group.

You may contact our live chat support again after 45 days in order to regain access to your account.

Best regards,

Hans

You are permanently banned from casino games due to previous fraud history, other pnxbet products are still open for you.

Fraud? Really fraud?so wheres your proof? You should be becareful of what you are accusing to me. Accusing me without any basis? Thats unfair! Is substantial winning and payout is a fraud to you? Thats all i do that day. I know i didnt do opposite betting and i know what im doing while playing casino games because I play long long time ago in casino. I know the rules! So you should send proof here if it is true that I do fraud. And if I do fraud thats a very very serious violation in your TC then why did you reactivate my account and returned my funds?why you didnt ban my account? And why you let me play in your other products?

Dear Jay Pee,

Kindly note that since your access to your gaming account as well as your access to your funds has been restored, we would consider this case closed. Please understand that casinos have the right to restrict a player’s access to a specific section of their website as well as restrict a player’s access to their account completely without specifying a reason as long as all funds are refunded.

I found this rule in the Terms and Conditions on the PNXBet Casino website:

1.6.7 PNXBET reserves the right to limit the maximum bet on individual events, as well as the introduction and removal of specific restrictions on the accounts of individual Users without notice or explanation of reasons.

Unfortunately, we cannot penalize the casino for this decision.

Dear PNXBet Casino representative,

Could you please advise if the decision to restrict Jay Pee’s access to the Live casino section is final?

Dear Jay Pee,

As we haven’t received a reply from the casino in the past 7 days, and since your access to your gaming account as well as your funds has been restored, we will now close this complaint as ‘resolved’ in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru