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Hi,

I hope you could help me. I deposited amounting to Php 30,000 yesterday on my account at PNXBET, I played only for i think 10mins to 15mins then I requested a pay out already because I won a total of php 100,000 already. I was able to request the pay out through bitcoin address then suddenly they rejected my request and locked my account because according to them they are accusing me of fraudelent act or opposite betting in baccarat. I dont where the hell they get that accusations! I played on their gambling site for how many times already and requested pay outs for how many times also and this is the first time that they accussed me for fraud. It is very frustrating that you invested a big amount of money to play and have some fun then suddenly when you win a little they will automaticaly locked your account? Whats the point there? I play fair and win fair! So why the hell they do that? They can review all my betting history since the day I registered to them and start playing baccarat they wont see there any opposite betting or what so ever accusations they will accused to me.

I hope this will resolve as soon as possible because that money I deposited is not a joke! Thats a big amount of money! I hope you could help me.

Thanks.

Dear Omee,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and advise whether you passed the verification? Please, could you clarify if you have accumulated your winnings with or without an active bonus?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes my account was verified. I didnt have any accumalate winning because Ive been out for quite time not playing, i think for 2 weeks.

Omee, thank you for your reply. Could you please clarify whether there were any funds in your account when the casino closed it? Do I understand correctly that your balance was 0?

There is a Php100,000 on my account when they closed it. That was my total winning. After I requested to withdraw my winnings they rejected my request then locked my account.

Thank you very much Omee for your quick reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Ohhh okay. Than you for accomodating. I will wait for adrej to communicate to me. Thanks!

Hey, is andrej still there?

Dear Omee,

I apologize for the delayed response. I read through your complaint and I understand the situation. I’ll contact the casino and see if I can help.

I would like to invite PNXBet Casino to join this thread and participate in the resolution of Omee’s complaint.

Dear PNXBet casino team,

Please provide relevant evidence to prove your claims. You can forward the information to my e-mail address andrej.p@casino.guru.

Thak you andrej, I hope this will resolve as soon as possible. It is very unfair that they treated me like this. False accusations is very insulting. It seems like That money I deposited just to play and have fun just like a bubble that pop out suddenly without touching it. They locked my account without proper evidence to provide. They accused me of something that I know I didnt do. All I know is just play and have fun. Its very frustrating!

Dear Omee,

We were informed by the casino team that your 45-day account review period has been concluded and that access to your account has been restored.

Could you please confirm this?

Hi andrej,

Yes my account is already restored. Thank you so much andrej and casinu guru team.

More power to your team!

Thank you, Omee, for confirming and for using the Casino Guru complaint resolution center. As the issue is now 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