Gxmble Casino - Pelaajan voitot on takavarikoitu.

I am submitting this complaint regarding Gxmble Casino after my winnings were confiscated and my verified account was permanently closed without any detailed explanation.

I played at Gxmble Casino between April 30 and May 1, 2026. During that session, I deposited multiple times using my own funds and eventually won a significant amount. I stopped playing with a balance of €38,028.65.

At first, I requested a €9,000 withdrawal, but it remained under review. After contacting live support, I was informed that withdrawals were limited to €1,000 per day and €2,000 per week due to the large amount. Support advised me to split the withdrawal into smaller requests, so I cancelled the €9,000 request and submitted two €1,000 withdrawals instead.

Soon after, the casino requested identity verification documents. I provided:

passport copies,

proof of address,

and completed phone verification via SMS.

Later that same day, I received confirmation from the casino that my account had been fully verified.

Several days passed without any payment being processed, so I contacted support again. During that time I played slightly more, but eventually stopped completely with a remaining balance of €34,518.15 plus two pending €1,000 withdrawals.

On May 11, 2026, I received an email stating that my account had allegedly violated the casino’s Terms and Conditions. My account was permanently closed, my winnings confiscated, and I was informed that my personal details and payment methods had been blacklisted.

However, the casino never provided:

the specific Terms and Conditions rule allegedly violated,

any supporting evidence,

gameplay records,

timestamps,

or any detailed explanation regarding the confiscation.

This situation is especially confusing because:

my account had already been verified,

my deposits had been accepted without issue,

all bets placed were allowed by the casino system,

and the casino refunded €1500 of my deposits instead of claiming fraud or chargeback abuse.

One earlier deposit included a casino bonus which was fully lost. The winnings in dispute were generated later from my final €250 real-money deposit without bonus funds involved.

I normally play with high stakes (€10–€50 bets), but all wagers were accepted directly by the games and platform itself. At no point was I warned, restricted, or prevented from placing those bets.

After receiving the confiscation email, I attempted to access my account but found that I had been completely blocked from logging in.

On May 14, 2026, I formally requested clarification and asked the casino to provide:

the exact rule allegedly violated,

supporting evidence,

gameplay logs,

and timestamps.

To this day, I have received no response.

I can provide screenshots of my balance, withdrawals, support conversations, verification confirmation, emails, refund confirmation, and other supporting evidence.

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Hello,

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.?
• Has the casino provided any specific terms that they allege have been violated?
• To clarify, did you not utilize any bonuses before you lost access to your account?

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,

Attila

Hello Attila,

Thank you for your reply.

I only played slot games.

The casino has not provided any specific terms or rules that I allegedly violated. I will attach the message I received from Gxmble by email.

Regarding bonuses:

I made 6 deposits of €250 each. On either the 2nd or 4th deposit, I used a bonus, but I lost all the bonus funds. My winnings came from the last (6th) deposit, which was played without any bonus.

Best regards,

[Redacted]

„Gxmble message before blocking the account."

Dear [Redacted],

I hope this message finds you well.

Following a thorough review of your account, we regret to inform you that we are no longer able to offer our services to you due to a breach of our Terms and Conditions.

We understand that this may be disappointing, and we sincerely apologize for any inconvenience caused. Please note that acceptance of our Terms and Conditions is a mandatory part of the registration process, and all users are expected to be familiar with them.

As part of this process, we have issued a full refund of your deposits totaling €1250. These funds have been returned to the original payment method, and you can expect them to appear within 14 working days.

Additionally, your account has been permanently closed. Any associated contact information and payment methods have been blacklisted to prevent future activity and ensure compliance with our policies.

Thank you for your understanding. We wish you all the best moving forward.

Kind regards,

Celine

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Dear An2riu8,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Gxmble Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Gxmble Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Hello An2riu8,

I am sorry, but since the casino has failed to respond to our attempts to contact them and has not provided any explanation regarding the confiscation of your winnings, we have reached the point where we can no longer continue the investigation through our standard mediation process.

As a result, I will now close this complaint as unresolved. This outcome will negatively affect the casino's Safe Index rating on Casino Guru.

Before closing the complaint, I conducted my own review and found that the casino appears to be operated by Rabocse SRL and is reportedly licensed by the Anjouan Gaming Authority. Unfortunately, when I attempted to access the casino website myself, I was unable to locate any visible license validator or dedicated complaint submission channel connected to the license, which would normally be displayed in the footer of the website. (the validator looks like this)

As a next step, you may try contacting the regulator directly through their contact page:

https://anjouangaming.com/contact/

https://anjouangaming.com/regulatory-framework/third-party-complaint-policy/

However, I would like to be transparent about my expectations. Based on our previous experience, Anjouan is not among the stronger gambling regulators, and there is no guarantee that they will investigate the matter or provide a response to player complaints.

If the amount involved is significant and you wish to pursue the matter further, you may also want to consider seeking independent legal advice regarding possible legal avenues available in your jurisdiction.

I am sorry that I was unable to achieve a better outcome in this case. Should the casino decide to respond in the future and provide relevant information, the complaint can be reopened and reviewed again.

Best regards,

Samuel

Casino Guru