Casino-X Review

The player from Japan had his winnings confiscated by an online casino due to allegations of opposite betting in live baccarat. He had demanded a full refund of his winnings. We had engaged in a conversation with the player and the casino to better understand the issue. After a thorough review of the case and discussions with the casino, it had been determined that the player's bonus funds were confiscated in error. The casino had restored the bonus funds to the player's account. However, the player had expressed concerns about further complications with the casino and had requested our assistance until the bonus was cleared and the funds were transferred to his wallet. We had kept the complaint open and continued to mediate between the player and the casino. After a while, the player confirmed that he had received the funds. We then had marked the complaint as 'resolved'.

The player from Japan had their winnings confiscated on the premise of breaking the casino's rules. The player disputed this and sought help after the security department's decision to seize their balance. The player claimed that the casino did not specify a maximum bet amount in their bonus terms and conditions, and they had confirmed this via live chat. However, the casino provided evidence of the player's high bets during bonus play, which was considered a breach of terms. The player also failed to answer simple questions correctly during a verification video call, raising suspicion about their identity. After reviewing the evidence and conducting internal discussions, although we did not agree with applying the used rule explaining the unaccepted gaming pattern, we concluded that the casino's actions were justified due to the player's unsuccessful verification video call.

The player from Japan had $32,000 confiscated by Casino-X after he had fulfilled the bonus conditions. The player had faced a demanding KYC process, which had involved three months' worth of pay slips and a video call. Despite his compliance, the player's account was frozen, the funds were confiscated, and the casino provided no clear reason for this action. After our team had contacted the casino, it was discovered that the penalty had been applied in error. The casino had reimbursed the player's balance with the confiscated amount and had apologized. The player confirmed the receipt of the funds and considered the matter to have been resolved.

The player from Armenia had won €1000 from a cashback bonus but had faced issues with withdrawal. The casino had cancelled and confiscated her $850 winnings following a verification call questioning her game play. Her account had been subsequently blocked despite attempts to confirm her identity. The player had claimed that she was the only one using her account and had suggested a verification call in her native language to clear any doubts. However, the casino had provided evidence of multiple account connections that had been flagged and closed by their anti-fraud team a few years ago. Additionally, during the verification call, an adult male voice had been heard in the background giving instructions, contradicting the player's claim of her 11-year-old son assisting her. As a result, the Complaints Team had agreed with the casino's actions and had rejected the complaint. They had advised the player to contact the Curacao/Antillephone Gaming Authority for further assistance.

The player from Japan complained about an unauthorized transaction. A deposit was added to their gaming account and played down, allegedly, without the player's knowledge. The issue was investigated thoroughly, but in the end, we were forced to reject the player's complaint as she had stopped responding.

The player ''niknik3223'' played sports and live baccarat in the casino. In June the player tried to log in, however, he got a message saying his account got blocked. The player contacted live support and from them was informed about having their account checked. After this, the player received an e-mail saying that all their balance was being confiscated and account was blocked. No information since then.

The player claims that he's bought the bonus and managed to win some amount of money but it wasn't added to his balance. The player sent a screenshot showing the win to live chat but they haven't been of help in that situation, though, according to the player, it could've been some kind of technical failure since his betting history has indicated all bets and bonus purchases. The casino hasn't reacted to the complaint.

The player registered at the Casino-X and deposited 200 EUR in order to get a bonus of 300 EUR. After placing a few bets, they made a profit of 130 eur. However, they were informed of breaching the casino terms and it turned out that the player had already had an account 3-4 years ago (which the player forgot about). The casino confiscated all the funds, though, the player asked them to return at least their deposit and winnings from it. The casino refused to discuss the issue publicly via mediator's platform.

The player made 4 deposits in the sum of 5,500 RUB to her casino account. After her last deposit (1,500 RUB), she was lucky to win some money and wanted to withdraw the available funds of 10,024 RUB. The casino required verification procedures, including a Skype call, but later, the player received an email where the casino shared the decision to close her account and confiscate all funds except the last deposit, which was returned to the player. The player requested to get a refund of all the deposits, but the casino didn't react to the complaint.