CasinerX Casino - Player's withdrawal was delayed due to verification issues.

Dear don4yk,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

A few hours ago, a new circumstance appeared. I received a message from gmorgan@casinerx.com. He claims that players from Ukraine are not allowed to play CasinerX because their jurisdiction does not extend to players from Ukraine.

But I did not find this important information anywhere. If this is really true, then why was I able to register an account, get a bonus, play slots and make a deposit? Why didn't I see any message about this during registration?

I await further decisions from them regarding payment.

Thank you for your reply, don4yk. I checked the General T&Cs and I found that Ukraine is not listed as a restricted country:

""Prohibited Jurisdiction" means any nation state that prohibits its citizens from participating in gambling (regardless of their current location); France, Hong Kong Special Administrative Region of the People's Republic of China, Iran, Israel, Italy, North Korea, Philippines, Poland, Singapore, Spain, Turkey, Taiwan, United States of America or its territories, United Kingdom; any other territory or jurisdiction that may be notified to you from time to time."

Could you please confirm that you entered Ukraine as your country during the registration?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

yes you can se it in screenshot

so they are just looking for a reason not to pay me. Is this a coincidence and they have changed the rules?

Today is exactly two weeks since I registered my account with this casino and during that time they have not been able to verify my account (I sent a photo of my documents back on July 18th to gmorgan@casinerx.com). Also, my withdrawal request has not been completed yet. In those two weeks, they were able to write me as many as three e-mails.

Thank you very much, don4yk, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi don4yk,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite CasinerX Casino to the conversation to participate in the resolution of this complaint.

Currently, my account verification is incomplete and the casino support is ignoring my message. I believe that the employees of this casino are deliberately delaying the process of verifying my account, as well as deceiving me about banning players from Ukraine from playing in the casino in order not to pay me the winnings.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi don4yk,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates with a bad reputation license and doesn't refer to any ADR service, there is practically no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter