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pnxbet locked my account. can you contact them to unlocked my account ? i just requested for withdrawal and suddenly pnxbet locked my account. now i can not open my account

Dear Eduardo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received confirmation regarding successful account verification? Could you please advise how long ago you have registered your account and if you’ve accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru and specify how much is the requested withdrawal.

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

Best regards,

Petronela

my account created i think last august 2020. i requested 30,000 php. suddenly rejected for withdrawal and suddenly my account locked . now i need to withdraw all my balance. my balance now is 40,000php. can you please re opened my account?

my balance on my pnxbet account is 40,000php.

i need to withdraw all my balance asap. can you help me ?

i need my account open. asap 😔

Could you please advise if you have accumulated your winnings with or without an active bonus and which games you were playing (slots, table games, live games, or multiplayer)? Thank you very much in advance.

table games

Have you activated any bonus when depositing funds into your account?

what will you gonna do to my account now?

I’m sure you understand that I don’t work for the PNXBet Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to find out why your account has been blocked.

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Thank you very much in advance.

I'm sorry but this is not how we work. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Thank you very much in advance.

Dear Eduardo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

can you communicate to the pnxbet to access my account?

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Thank you very much in advance.

Dear Eduardo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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.

The user owned an agent accounts which sole intention is to opposite bet.

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 very much, PNXBet Casino team, for the clarification.

Dear Eduardo,

Could you please advise if the disputed funds are in your agent or player’s account? Please clarify if the issue is related to your winnings or commission. Thank you in advance.

Good day CasinoGuru team and Client,

As per checking on our system the client violated our term 2.6.8 which states that 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.

I can confirm and verify that the client is a registered user at pnxbet but has been proven conducting opposite betting by player bets on opposite sides in order to fraudulently gain affiliate commission, agent commission, voucher scratch card or any given bonus/commission alike.

To CasinoGuru team,

Please be aware that the opposite betting accusation is risk AI generated and has been verified by our casino risk team before placing any restrictions to an account, as you noticed the same reason is answered by our risk management dept. as this complainants are bind by the same IP, household, group of people trying to commit fraud.

To our valued player,

Your Issue will be resolved internally as we need additional documentation from you rest assured that your account balance will be available for withdrawal as long as minimum account lock is finished and compliance team receive the additional documents from you.

Hoping for your kind cooperation and clear judgements.

Regards,

Hector Olov

Pnxtech N.V.

Risk Team

I don't have any code on my account. I just registered on the website of pnxbet and i don't have agent or any player under my account.

How can i assure that my account will be reopened soon? I really need that money

I hope on june 26 i will access my account and withdraw the my balance

WHAT IS THE ADDITIONAL DOCUMENTS THEY NEED?

The day after 45 days is on june 26 . So my account balance will be available ?

I fully understand your frustration, Eduardo. However, I will set the timer for additional 12 days and if there’s no development by Monday the 28th, we will intervene. Let’s stay positive and wait for the good news regarding the investigation. Thank you in advance for your patience.

Thankyou

Good day,

Kindly contact pnxbet.com live chat support in order to get the details on the requirement for account reactivation. If you are required to submit documents please cc admin@pnxbet.com, security@pnxbet.com

Thank you

Thank you very much, PNXBet Casino team, for your update.

Dear Eduardo,

Please contact live chat support regarding further steps required for the reactivation of your account and keep me informed about any developments. Thank you very much in advance.

Dear eduardo,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

My account still blocked. The video selfie still not send.

Do I understand correctly that you haven't provided a video requested by the casino yet?

there is other option to access my account? I can not do the video

Could you please clarify why you are not able to provide the requested video? Thank you.

Dear eduardo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I can not make the video selfie.

I understood that but I wanted to know the reason why. Thank you very much.

I can not read English too long

Dear eduardo,

Please understand, if you refuse to cooperate, I’m afraid I will be forced to reject your complaint as unjustified. 

there is other options to re open my account?

I'm sorry but you haven't explained why you can't make the requested video. Once again, if you refuse to cooperate I will be forced to reject your complaint as "unjustified".

ok I will make the video selfie

OK, please let me know as soon as you provide the requested video to the casino. Thank you in advance.

Dear eduardo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I email on PNXBET soon. I will send directly on PNXBET email soon.

I understand. Since this case is taking longer and the requested video still hasn't been provided, regardless of our advice to provide all the required documents needed for the KYC verification as soon as possible, we will be forced to reject it for now as "unjustified".

Is there anything else that we could try to help you with? If there's any development with your verification, please do not hesitate to contact us in the future and your complaint can be reopened. Thank you in advance for your understanding.

We’ve rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but 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.