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After some research i found your website and found out some of complaints here are same as mine. My account has been client locked since May 16, 2021. I have a pending withdrawal of 99000 pesos. After i contact their customer support they told me that my account is under investigation, but until now i was still waiting for the fair answer why they locked my account. I would like to ask for your advice on what best action i should take? Thank you

Dear john99k,

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)?

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.

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

Hi Petronela,

Good day. My account in pnxbet passed their verification process and i am playing with them for more than a year already. I accumulated my winnings by playing live casino games. The disputed amount of 99K are on my player account. Until now my account was locked and they told me to wait for 45days because of the ongoing investigation.

I read some of the complaints here, and i believed some of the cases here are same as mine. Some of the accounts are restored without passing the 45days checking. I just want to ask for your help so i can communicate to pnxbet for the requirements or documents needed for my account to be restored. Thank you...

Hi Petronela,

Communication with chat support already sent to your email. Thank you in advance.

Thank you very much, john99k, 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 john99k,

I looked at your complaint as well as the provided screenshots. I’m sorry to hear about your negative experience. I’ll try my best to resolve the issue as soon as possible.

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

Dear PNXBet Casino team,

Can you please explain the reasoning behind your decision to block john99k’s gaming account and let us know if there’s anything john99k can do to be able to gain access to their gaming account and funds earlier than after the indicated 45 days from the date his account was blocked?

Please be informed that our casino risk team has detected opposite betting on your account, the temporary suspension on your account was due to term 2.6.8 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. https://www.pnxbet.com/general-terms-and-conditions

Please be informed that we are closely monitoring this cases due to high number of fraudulent bets from the same group.

You may contact our live chat support again after 45 days in order to regain access to your account.

Best regards,

Hans

Dear PNXBET, 

I am confident that my account was never involved in any oppossite betting. Please check my account or betting history to prove to you that i am telling the truth.

My account was locked May 16, 2021 and today June 30, 2021 is the 45th day that i have no access to my account. I follow up earlier to your chat support and they sent me an email to provide neccessary documents such as valid ID and Selfie. I already emailed those documents and i am now hoping that i can access my account since i already pass the 45days checking. Thank you. 

Thank you, PNXBet Casino representative, for your reply. Since today it's exactly 45 days since john99k’s account was blocked, could you please let us know if his access to his account can now be restored?

Dear john99k,

In the meantime, I’d like to kindly ask you to contact the casino’s live chat support, as instructed by the casino representative.

Hi Casino guru and Pnxbet,

My account has been reopened now. Thank you for all the help. More power to both of you

Thank you, john99k, for informing us and for using the Casino Guru complaint resolution center. As the issue has been successfully 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