Gxmble Casino - Player’s requesting a refund.

Hi,

I am having an issue with gxmble.com. Unfortunately I was not aware of their safety rating prior to sign up and signed up to use them after receiving many, MANY, promotional emails. There was no KYC completed at any point.

I checked their website and it states they are licensed and regulated on their home page.

I made a number of deposits but after a while I noticed that the RTP rate was considerably low compared to other sites I have used. I also noticed that every time I opened pragmatics "The Dog House", it had reset itself rather than continuing on from previous game play which raised a cause for concern.

It was also alarming to see that the deposits were showing on my bank as random third party merchants rather than the casino itself. I have a gamble block on my account that that these transactions were able to bypass due to random merchant codes.

I done some digging and realised that despite claiming to be licensed and regulated, they are not and there is no dispute resolution escalation process outwith themselves.

I contacted customer support asking them the close my account and refund the deposits made to date.

I then received an email from their customer support stating I have now been blacklisted and that a refund will not be issues.

I feel like this is false advertising and had I realised that they were unlicensed and unregulated I never would have signed up with them.

Could you please advise the best course of action to obtain a refund as my emails are now being ignored?

Thanks

Dear Gmuzz879,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I went through all your points, and while I understand your frustration, I don't see a strong enough reason to request a refund. If you have more information regarding the RTP that would help our case, please forward it to me. Otherwise, we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP):

https://casino.guru/learn-about-games-of-chance-rtp-variance

Furthermore, there is nothing we can do regarding the issue related to the recipient on your bank statement since there is a third party involved (your bank) and we have no influence in this matter.

Lastly, I can only recommend that you research each casino before you register and always play in license-regulated casinos. The player is the only one responsible for creating an account and determining the amount of money deposited into each casino account. Perhaps, you could check our list of casinos with higher safety indexes:

https://casinoguru-en.com/top-online-casinos

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Best regards,

Kristina

Hi,

I appreciate what you are saying above however I still feel that gxmble are in the wrong and are essentially scamming people by claiming to be licensed and regulated when they are not.

Unfortunately, as I am no longer a member of this casino, I am not able to get more information with regards to RTP on their games however as mentioned I find it questionable that every time I reopened "The Dog House" it had reset itself to the same position rather that continuing from the last played point. I have never experienced this before and after spins into the hundreds, the bonus was not once triggered which is not normal at all for this game.

Please also see below case against Winstler (a sister company of gxmble) which is pretty much identical to my case in which a refund was granted.

https://casino.guru/winstler-casino-player-seeks-refund-due-to-unlicensed

The bottom line is that they are falsely advertising that they are licensed and regulated and, although unable to prove it with hard facts, there is definitely something not quite right with their games.

Thanks

Hi,

Please see further correspondence from gxmble.com when asked for something as simple as their parent company name.

Also, according to their terms and conditions, I should not have been allowed to sign up yet they specifically target players from the UK. All very odd!!

Thank you for your reply, Gmuzz879. Unfortunately, I am not sure how we could assist here. In another complaint you posted here we didn't assist either. The casino decided to refund the deposits, but that doesn't mean that according to our company policy, the player was entitled to it.

Furthermore, we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds or winnings have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here, but correct me if I am wrong, please.

Please, if there is anything else, we could help you with, do not hesitate to contact us, otherwise, we will reject this complaint. Thank you for understanding.

Dear Gmuzz879,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.