Gxmble Casino - Player's winnings have been confiscated.

I won my money fair and square just like everyother time on the site (sometimes WITH the same bonus they are now cheating me of).

tried taking out £1000 3 times, and they rejected it and confiscated my winnings. This has never happened before but I never tried taking out £3000.

they are hard scamming and I have evidence of their email to me to state otherwise, where they said i am not allowed on live dealers but the email tells you to enjoy whether it is slots or with live dealers, they are here to give you a diverse and good experience…

Dear thesonamain,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?

If you wish to forward any relevant communication or supporting evidence you can do so at petronela.k@casino.guru. 

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

There was literally nothing to stop you and I am so used to sites having those reminders or blocks to not allow such a scandal.

in the promotional email they sent out to me it even said they dont care what games you play, "Whether you love the excitement of slots, the strategy of table games, or the immersive experience with our live dealers, this bonus is crafted to enhance every aspect of your gaming sessions, turning each spin into a potential jackpot."

literally allows live dealers AND i have withdrawn before from using bonuses playing Live tables. Just because my win this time round was a bit bigger they wanted to cheat me.

P.s there are no such warnings or even a section for you to read the full terms of any bonuses. Such a lie.

Realised my personal email address was leaked in one of the photos

Just seen how awful this place is with their reviews… is there even a slight chance I can take back my winnings from them at all? Really had things planned with those winnings… what a joke

Thank you very much, thesonamain, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: Rest assured, your email address has not been displayed anywhere within this thread. The post containing your email address has been marked as sensitive from the beginning, making it visible only to you, the casino, and us.

Thanks

Hello, thesonamain,

I am sorry to hear about your unpleasant experience. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Gxmble Casino team,

Could you please provide us with a detailed explanation of the player's situation?

What did he commit and why exactly have his winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

This is the bonus that should have been used:

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear thesonamain,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru