Gamix Casino - Zahtev za povlačenje igrača je odbijen.

Hello, good afternoon, I would like to tell you: I won a prize of around 5,000 USD, part of that amount has already been withdrawn and everything is perfect, the problem begins when on March 24 and 25, 2025 I request to withdraw the last 2,000 USD, several days go by and I do not receive the money, and I saw that the withdrawals said they were still pending, I contacted support and they told me that they had already sent a report to their superiors and would let me know of any updates, they never notified me of anything. I spent a whole week talking to different live support people every day, and their message was always the same: we have reported to the technical team, that is, I suppose to their superiors, because it turns out that on April 3, 2025, I log into my account and they had rejected both payments, and again no one informs me of anything, I get back to the live contact, and they tell me that they rejected my offers due to fraud, I continue writing to them, they do not answer me and they close my chat, they end the chat. So I got fed up with the situation, I have always played fair in the casino. As of today, April 4, 2025, they send me emails to participate in their tournaments, I still have access to the account to this day, and they even let me deposit, so their fraud appeal loses all its meaning, since the first payments were made correctly, they have not closed my account or anything, if it had been due to fraud they would have told me from the first withdrawal, below I will attach evidence of all kinds, of the withdrawals, of their messages inviting me to their page to play and how they give me the option to deposit more money, how I have access to their games, etc. (the money has not been refunded to me on the casino page either) If, as they say, I were a fraud, they would have already closed my account, but they have not done so because they are lying. I hope for your help, thank you. They limit the number of images, if you need more evidence, let me know, thanks again

Hola muy buenas tardes , os comento : gane un premio de alrededor de 5000 usd , parte de esa cantidad ya esta retirada y todo perfecto , el problema empieza cuando yo los días 24 y 25 de marzo de 2025 solicito retirar los últimos 2000 usd , pasan varios días y no me llega el dinero , y vi que los retiros ponían que seguían en pendiente , me pongo en contacto con los de soporte y me dicen que ya han mandado un informe a sus superiores y cualquier actualización me avisaban , nunca me avisaron de nada. Pasé una semana entera cada d´´ía hablando con diferentes personas de soporte en vivo , y su mensaje era el de siempre : hemos pasado informe al equipo técnico osea supongo a sus superiores, pues resulta que el día 3 de abril de 2025 me meto a mi cuenta y me habían rechazado los dos pagos , y de nuevo nadie me informa de nada , me pongo de nuevo con el contacto en vivo , y me dicen que rechazaron mis ofertas por fraude , les sigo escribiendo , no me contestan y cierran mi chat , finalizan ellos el chat. Entonces ya me harte de la situación , ya yo siempre he jugado limpio en el casino. A dia de hoy dia 4 de abril de 2025 me envían emails para que participe en sus torneos , sigo teniendo acceso a la cuenta a dia de hoy , e incluso me dejan depositar , entonces su recurso de fraude pierde todo su sentido , ya que los primeros pagos me los hicieron correctos , no me han cerrado la cuenta ni nada , si hubiera sido por fraude me lo hubieran dicho desde el primer retiro , abajo voy a adjuntar pruebas de todo tipo , de las retiradas , de sus mensajes invitándome a su página para jugar y como me dan la opción de depositar mas dinero , como tengo acceso a sus juegos , etc . ( el dinero tampoco se me ha sido reembolsado en la pagina del casino ) Si como dicen ellos yo fuera un fraude ya me hubieran cerrado la cuenta , pero no lo han echo porque están mintiendo. espero vuestra ayuda , gracias. Me limitan el número de imagenes , si necesitais mas pruebas avisarme , gracias de nuevo

Dear ariismaster,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand the situation, could you please help us by providing answers to the following questions:

• Could you please clarify whether you accumulated your winnings with or without an active bonus?
• Additionally, which games did you play to achieve your $5,000 win?
• Please forward me the emails you received from the casino regarding the alleged fraud so that we can review the details. My email address is veronika.f@casino.guru.
• Have you successfully completed the full KYC verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronica, first of all, thank you for helping me in this case. Below this email I am attaching proof of everything you asked me for and I will answer your questions point by point: 1- The winnings were not from an active bonus, I was lucky enough to win a big prize.

2- The game where I won 5000 USDT was in Sweet Bonanza 1000 on March 16, 2025. Below this email I attach the image of the game history.

3- Yesterday, April 4th, they responded to an email and told me that I played a "game with an advantage" and that they cannot give me more details and that it is the final decision. I am attaching emails in which they encourage me to continue playing in their tournaments and to continue depositing, which makes no sense if, to them, I am a supposed fraud. (I am attaching screenshots of this below this email).

4- The casino does not necessarily require KYC, but I have all the necessary basic data (although they do not ask for it to be able to withdraw the winnings) (I attach screenshots below this email)

I've attached all the evidence to your email! Thank you very much!

Hola Verónica , lo primero de todo gracias por ayudarme en este caso , debajo de este correo te adjunto pruebas de todo lo que me pides y te iré respondiendo punto por a punto a tus preguntas: 1- Las ganancias no fueron por un bono activo , tuve la suerte que me tocó un premio grande .

2- El juego donde me tocó los 5000 usdt fueron en sweet bonanza 1000 el día 16 de marzo de 2025 , abajo de este correo te adjunto la imagen de historial de juego . 

3- ayer día 4 de abril me respondieron a un correo y me dijeron que jugué a un " juego con ventaja " y que no me pueden dar más detalles y que es la decisión definitiva , te adjunto correos en los cuales me incitan a seguir jugando en sus torneos y a seguir depositando , lo cual no tiene sentido si para ellos soy un supuesto fraude . ( te adjunto capturas de esto abajo de este correo ) 

4- El casino no requiere obligatoriamente KYC , pero todos los datos básicos necesarios los tengo puestos ( aunque ellos no los piden para poder retirar las ganancias ) ( adjunto capturas abajo de este correo ) 

por correo te he adjuntado todas las pruebas ! Muchas gracias !

Thank you very much, ariismaster, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, ariismaster!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

I will be willing to provide any type of evidence. I hope the casino gives a clear and detailed answer as to why they did not give me my corresponding prize and on top of that they accuse me of fraud. Thank you.

Yo estaré dispuesto a aportar cualquier tipo de prueba , espero que el casino de una respuesta clara y detallada de porque no me dieron mi premio correspondiente y encima me acusan de fraude , gracias

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Yes, I will wait. In any case, I have proof that they continue sending me advertising, they continue inciting me to deposit, and it is something immoral and hypocritical on their part since the last thing they told me was that it was a fraud. I hope they show their face. I will wait as long as it takes. Thank you! ;,)

Si esperaré , de todas formas tengo pruebas de que me siguen mandando publicidad , me siguen incitando a depositar , y es algo inmoral e hipócrita de su parte ya que lo último que me dijeron es que era un fraude , espero que den la cara , esperaré lo que haga falta , gracias ! ;,)

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team