The player from Germany discovered that the casino's terms and conditions did not accept players from Germany after she had played and lost. Her account was then closed, and she sought a refund of her deposits. We explained that refunds were not possible once the balance was lost and emphasized the importance of reading terms and conditions before registering. The complaint was rejected due to the loss of balance and the player's acceptance of the terms upon registration.
Gxmble Casino - Player seeks refund after account closure.
Amount: €500
Gxmble Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
Public
Public
4 months ago
Translation
Your terms and conditions state that you do not accept players from Germany.
I played and lost.
After that, my account was closed.
I am requesting your help to get my deposits refunded.
Automatic translation:
Public
Public
4 months ago
Hello Cihan,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gxmble Casino. Please allow me to ask you a few more question before we would move forward.
When did you realize that Germany is restricted as when you register, you should read the terms and conditions? Did you have any remaining balance on your account when it was closed? Did the casino close it or it was on your request?
Please note that if you have lost the money, you are not entitled for any kind of refund. Every player should read the terms before registering as you accept those terms and you can't just request a refund if it has been already lost. If you would still have a balance there, the casino should pay it out but it is a different scenario.
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
I have no credit left
But as far as I know the casino has to refund me the money
They were not allowed to allow me to register
You are also responsible for checking my IP address
If I won
Would you also not pay out my winnings that is certain
Therefore I demand a refund
Automatic translation:
Public
Public
4 months ago
Hello Cihan,
Unfortunately, once you lose the balance it is not refundable. The player must read the terms and conditions before registering as once you do, you agree to them. If you would still have balance there, the casino is obligate to pay it out but this is not the case.
Is there anything else we can assist you with?
