Investigation will take up to 3 years

Dear @lamesstuk,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear Lamesstuk,


Thank you for bringing this matter to our attention. We understand
your frustration regarding the disputed bet and the subsequent
investigation. We take all claims of potentially fixed games very
seriously, as they impact the integrity of our platform and the trust
of our users.

To address your concerns:


1. Initial win not counted: When irregularities are detected in a
game, it's standard procedure to temporarily hold payouts pending
investigation. This is to protect both the casino and our users from
potential fraud.


2. Investigation timeframe: While investigations can sometimes take
extended periods, we acknowledge that the initially communicated
timeframe of up to 3 years was excessive. We apologize for any
confusion or frustration this may have caused.


3. Inconsistent treatment of bets: We understand your perception that
winning bets are treated differently from losing ones. Our policy is
to investigate any suspicious activity, regardless of the outcome.
However, we recognize that our communication regarding this process
could have been clearer.


Resolution:

After careful consideration of your case and in recognition of the
inconvenience caused, we have decided to refund the entire amount of
your winning bet, which totals $344 USD. This refund has been
processed and should be reflected in your account.


We want to assure you that this decision was made to demonstrate our
commitment to fair play and customer satisfaction. It does not imply
any admission of wrongdoing on our part or a final determination
regarding the game in question.


Moving forward, we are reviewing our communication protocols to ensure
more transparent and timely updates to our users regarding
investigations and disputed bets.


We value your patronage and hope this resolution addresses your
concerns. If you have any further questions or need additional
clarification, please don't hesitate to contact our customer support
team.


Thank you for your patience and understanding throughout this process.


Sincerely,

Pixel.GG Customer Support Team

Dear all,

This complaint has been reopened as per Pixel.gg Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear Pixel.gg Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.