Goxbet Casino - The player's account got blocked.

The account was hacked I recovered the password there someone threw funds and the account is blocked. It requires cards from which I had depot, then I don’t have them.

Hello LISICENKO228,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Goxbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How do you know that your account was hacked? Why would anyone deposit into a hacked account and not just withdraw the money from there? Does the casino now requires you to verify the card used by the hacker? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account has been verified for me. Last payout on my card. Communicated with support provided a photo of their documents provided statements of their cards photo wallet Quitum photo with a wallet. I asked 2 times to change the password because I could not log in using the old data

The account has been verified for me. Last payout on my card. Communicated with support provided a photo of their documents provided statements of their cards photo wallet Quitum photo with a wallet. I asked 2 times to change the password because I could not log in using the old data

Why is no one answering?

Hello LISICENKO228,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

I chatted! Restart the conversation and provide you with ?

Message about how to recover the password sent

Hello LISICENKO228,

Did the casino explain what kind of term did you breach? Is there a proof or any kind of evidence from them?

They didn’t give an explanation which Termen was violated. They just answer the account is permanently blocked

Thank you LISICENKO228 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello LISICENKO228,

I'm Michal and I have taken over this complaint. I have reviewed this case, and I will contact the casino to see if I can help.

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

Dear Goxbet Casino,

Can you please provide information on why the player's account has been blocked? If the information can't be shared publicly please forward them to me at michal.k@casino.guru

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.

If the casino does not respond, will I lose money?

Dear LISICENKO228,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal