Gxmble Casino - Player's winnings were confiscated due to the casino's betting limit.

I have been using a online gambling site called gxmble.com

i have lost around 40k in the last few months

I have just won over 680 thousand euros

I had deposited 320 euros and they say cos it was a bonus deposit the most I can bet is 2 euros of which I had no idea

I have never put that amount on a bet since joining the site my bets have been from 20 to thousands of euros yet they never refused taking my bets

hence the amount of money I have lost

they have now taken all the money I won off my acc and gave me my 320 euros back

I am devastated to say the least

I don’t k ow if there is anything I can do as they say it’s in there terms and conditions

yet there can still accept my bets and take all my other transactions nearly 40 thousand pounds

thanks rob

Dear Fraybo66, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

27.2. Bonus money: wager (wagering)

The process of wagering a bonus means placing a bet on a certain amount, previously described in the bonus conditions. Please make sure that you have read these Terms and Conditions, or if necessary, consult with the support service. Not all bets are taken into account. The bets from table games (Roulette, Sic Bo, Baccarat, Live Сasino and others), as well as from various video poker games are not taken into account.

The maximum bet amount to wager the bonus is 2 EUR.  

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards, 

Veronika

Hello Robert,

Thank you for your email & the detailed clarification of your issue. 

I've looked into your case and would like to address your claim.

We are very sorry for the situation in which you found yourself, but unfortunately, the bonus rules were broken and we cannot do much in this situation because all the details of using the bonus have been accepted by you.

When registering, you accepted all the terms of use of the site, which means that you were familiar with the rules of using bonus.

Each confiscation has been checked several times and the decision cannot be influenced because it is official.

It goes without saying that you use the bonus according to the rules and it is your decision whether to follow the rules or not.

A refund on played funds is not an option. I'm sure you understand this.

However, I've made sure to permanently close your account & blacklist your email address as well as your credit/debit card(s) used to deposit to avoid any future relapse.

Also, your number has been deleted from the system and you will not receive promotional SMS, to unsubscribe from the promotional emails, please click the button at the bottom of the promotional email.

I wish you all the best in the future.

Kind Regards,

Mark

This email I have received today I do have photos of all my transactions and photos of my bets placed

they are all showing on my acc which I can no longer get on

whilst playing online games I only ever went on a game called crazy time

many thanks

rob

Going on your reply

are the t&c right

have I lost the money I won

thanks rob

I am sorry but as I mentioned in my first reply, the maximum bet limit when playing with a bonus is an industry standard and we do not penalize casinos that use this rule to confiscate the players' winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.