PNXBet Casino - Player’s account has been blocked and audited.

I was playing on this website (www.pnxbet.com) I won 700k php / 14285 USD by playing baccarat. May 10 and 11, I can withdraw from my account freely and no problems at all, May 12, my account was client locked and the customer support says that my account was under investigation. Without email, they just locked my account with my balance and told me that I need to wait 45 days after the investigation to my account.

Dear edward14,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

We are left with no other option now just to wait for the casino to complete their investigation. I will set the timer for 14 days and check back with you at the beginning of June.

Meanwhile, if you have saved, by any chance, the entire game history in Excel format, please forward it to petronela.k@casino.guru.

If there’s no development by then, we will intervene. I wish I could be of more help. Thank you in advance for your patience.

Best regards,

Petronela

Woowww. Thank you very much for such a response. Will try to send all the betting history I got. Thanks again

I understand that this is not ideal, unfortunately, until the investigation isn't over we are powerless. I appreciate your patience and awaiting the game history. Thank you very much in advance.

Unfortunately, I don't have my whole betting history in excel format. They also don't provide it to me. I only have a few screenshots I saved.

I understand. The entire game history would be perfect, if there's no development in your case by the 1st of June, we will request it from the casino and investigate. Your patience is greatly appreciated till then.

Thank you very much for responding Petronela. More power CasinoGuru! Will update you once in a while.

🙂 Thank you very much for your kind words. I hope you'll receive some good news from the casino in no time.

I am still waiting for them to lift my account. Is 45 days fair on my case?

I'm afraid it is not unusual. Please, bear with me for 5 more days and then we will contact the casino. Thank you very much for your patience.

Hello, its been 5 days since your last respond

Yes, as I promised, I'm checking back on the 1st of June.

I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you so much

Dear edward14,

I looked at your complaint as well as the provided screenshots. I’ll contact the casino and try my best to resolve the issue.

I would like to ask PNXBet Casino to participate in the resolution of this complaint.

Dear PNXBet Casino team,

Could you please clarify the situation and explain the reasoning behind the need for the edward14’s account verification to take 45 days? In addition, please forward edward14’s game history and any other relevant information to my e-mail address andrej.p@casino.guru.

We would like to ask PNXBet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond or provide the requested information in the set time frame, we will close the complaint as ‘unresolved’.

It is mentioned in our term 2.6.8 PNXBET reserves the right to disable any game category, block an account for 45-365 days and forfeit user account balance for all users, household, agents, affiliates, IP, group conducting opposite betting activities with the intentional result to fraudulently gain affiliate commission, agent commission, voucher scratch card or any given bonus/commission alike. https://www.pnxbet.com/general-terms-and-conditions

1. The user owned an agent accounts which sole intention is to opposite bet.
2. They had conducted opposite betting in order to gain 40% commission fraudulently.

As per checking on the account it is banned for 45 days and the funds will be available after the said date with extra due diligence by contacting our live support.

It would be helpful if you provide information here and help us resolve the issue faster by telling the honest intention of the bets conducted by your group so our company will be also aware of and prevent fraudulent opposite bets conducted in the future. It would be smart to do not deny this allegations as this is a system generated anti fraud and was verified multiple times by our casino risk team. (The same group of people that was banned due to opposite betting filed a case here).

Thank you, PNXBet Casino team, and edward14, for clarifying.

Dear PNXBet Casino team,

Can you please provide evidence to prove your accusations against edward14? My e-mail address is andrej.p@casino.guru.

Good day PNXBET Casino Team

What is the meaning of this? Kindly please elaborate.

Thanks,

Edward

Hi Edward,

This is a standard procedure and compliance in order to us to ensure that violators don't repeat any terms that was violated. Rest assured that your balance will be available for withdrawal after the compliance requirement is received and reviewed.

Thank you, PNXBet Casino, edward14, for your replies.

Dear edward14,

My recommendation is to follow the casino representative’s instructions and provide the casino with the requested video selfie. Judging from the casino representative’s statements, I truly believe it’s the most viable route to get the issue resolved.

Good day Andrej and PNXBET Casino

Videoselfie were sent.

Thank you,

Edward

Thank you, edward14, for your cooperation.

Dear PNXBet Casino team,

Please give us an update once the provided video has been reviewed.

Hello PNXBet Casino

Email already sent

Dear user,

Your account has been fully restored, please directly contact support@pnxbet.com if you have any further inquiries.

Please check and confirm.

Hello CasinoGuru & PNXBET Casino

My account was restored, thanks for all the help CasinoGuru, especially to Petronela and Andrej.

Thank you PNXBET Casino for considering and understanding this.

More power to both of you

Thank you once again,

Edward

Thank you, PNXBet Casino team, for your cooperation

and thank you, edward14, for confirming and for using the Casino Guru complaint resolution center. As the issue has been resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru