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Gxmble - Account blocked and €291 in winnings confiscated after successful KYC verification.

I am filing this complaint against Gxmble Casino for the unfair confiscation of my winnings (€251) and the subsequent blocking of my account.

Details of the case:

Deposit: I deposited €40 on February 20th, 2026.

Winnings & Withdrawal: After playing according to the rules, I requested a withdrawal of €291 (my €40 deposit + €251 in winnings) on February 20th.

Verification (KYC): The casino requested my ID and bank statements. I provided everything, and my account was fully verified by their team.

The Problem: Immediately after verification, my account was blocked. When I contacted support, an agent named "George" told me they would only refund my €40 deposit and confiscate my €251 winnings without providing any valid reason or proof of rule violation.

Bad Faith Evidence:

The casino continues to send me aggressive marketing via SMS and email (received on Feb 26th and 27th) asking me to deposit more money, even though my account is supposedly "blocked".

Their Terms and Conditions are incomplete (section 1.2 is empty), which shows a lack of transparency.

I have attempted to contact their license provider, but the official email address (complaints@gaminglicence.com) is failing to receive messages.

Resolution requested: I demand the full payment of my €291. I have played fairly, my identity is verified, and the casino is simply refusing to pay a legitimate win.

I have additional evidence, including screenshots of the incomplete Terms and Conditions (section 1.2) and further marketing communications, which I can provide as soon as a moderator is assigned to this case

Important notice:

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

Could you please forward me the complete email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.

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 Veronika,

Thank you for taking my case. Here are the answers to your questions:

Type of games: I played only slots to accumulate my winnings.

Bonus: I accumulated my winnings without a bonus (I played with my raw €40 deposit).

Email forwarded: I have just forwarded the complete email I received from Gxmble Casino to your email address as requested.

I remain at your disposal for any further information. Thank you for your help.

Hello Veronika,

I have just received the €40 refund for my initial deposit in my bank account. However, the casino is still withholding my legitimate winnings of €251.

I want to continue with the complaint to recover the remaining €251, as the casino closed my account and confiscated my winnings without any valid reason after I requested a withdrawal. Thank you for your continued support.

Dear Davidsr,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello Davidsr,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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.

Dear player,

I have attempted to contact the casino multiple times, but unfortunately I have not received any response. Without cooperation from their side, there is very little more we can do. I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. However, please note that unresolved complaints negatively affect the casino’s rating on our website, which may eventually encourage them to improve their approach. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

Since the casino does not display a license badge in the footer of its website, I recommend trying to reach out to the Anjouan Gaming Authority using their contact form at:

https://anjouangaming.com/contact/

Even though this page is not specifically designed for dispute submissions, regulators often have additional tools and authority to assist players in such cases, and it is still worth contacting them.

For general guidance on how to communicate effectively with regulators, you may find useful information here:

https://casino.guru/submitting-complaints-to-regulators

If you need help preparing your message or receive a response from the authority, please feel free to email me at barbora.p@casino.guru. I am truly sorry that we could not achieve a more favorable resolution this time.

Best regards,

Barbora

Casino Guru