PNXBet Casino - プレイヤーのアカウントはブロックされています。

I am unhappy about my current situation. PNX Casino has blocked my account. I have a winning with a total amount of 300,000 PHP. I’m not really sure what have caused this to happen but this kinda irate me.

Dear Cyrusz7,

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? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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 is fully verified and registered for 2 to 3 months with the casino; my winnings are won legitimately by playing table games, not played/used by any bonus. The game was table game dragon tiger and baccarat.

Thank you for your response

I understand. Could you please forward your game history in Excel format to petronela.k@casino.guru? Thank you very much in advance for your cooperation.

I think I won’t be able to provide that but I can send you the conversation I had with the PNX chat support.

Thank you very much, Cyrusz7, for providing all the necessary information. 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.

Dear Cyrusz7,

I looked at your complaint as well as the forwarded e-mails. I’m sorry to hear about your negative experience. I’ll try my best to resolve the issue.

I’d like to invite PNXBet Casino to join this conversation.

Dear PNXBet Casino team,

Can you please clarify the situation and explain the reasoning behind your decision to block Cyrusz7’s gaming account?

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, PNXBet Casino team, for clarifying.

Dear Cyrusz7,

Could you please comment on the casino's statements and advise if the disputed funds are in your agent or player account? Thank you in advance.

The disputed funds are in my player account; I don't have any affiliate or agent account. I don't do opposite side betting or such to gain an edge against PNXBET. I have already sent a response regarding the video selfie you require thru the email address you provided me. Thanks!

Thank you, Cyrusz7, for clarifying.

Dear PNXBet Casino team,

Please let us know once the provided information has been reviewed.

Dear user,

Can you send it to security@pnxbet.com & admin@pnxbet.com as well so we can have a quick review.

Hi Andrej & PNX,

An email is now sent to security@pnxbet.com and admin@pnxbet.com.

Your account has been reactivated. Thank you for your compliance

Thank you, PNXBet Casino, Cyrusz7, for your cooperation.

Dear Cyrusz7,

Could you please confirm that the issue has been resolved and your access to your gaming account has been, in fact, fully restored?

Dear Cyrusz7,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Hi Andrej,

Sorry for the late response. I am now able to login in my account. Thank you for your help! Much appreciated!!!

Thank you, Cyrusz7, 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