Casino-X - Player’s account has been blocked.

Hello, my name is Tine O*** and I have an account with Casino X. I opened an account with them a few days ago, deposited 200€ and received the 300€ bonus, I then placed 10 bets and won some money. After that they contacted me about a breach of their terms. I did not know but I opened an account with them 3 or 4 years ago, I totally forgot about that in that time as I play in a lot of casinos and betting sites, I did not open another account to get their deposit bonus or anything, I just simply forgot in 4 years that I already had an account with them. I explained the situation, verified my account with them but now they confescated all of my money, the 200€ I deposited, the 300€ bonus and the 130€ profit I made.They do not want to return any of my money, not even my deposits as they say I betted with bonus funds and all bonus was confiscated. I placed bets with my own money, I understand that they can remove my bonus, the 300€ they gave me, but I deserve to receive my deposit back and the winnings I made with my own money, as if I had an account with them 3 or 4 years ago, never used that account in that time, and opened a new account as I had no idea I opened one 4 years ago it is simply not fair that they do not return my deposit. thank you for your help

Dear Tine,

Thank you very much for submitting your complaint. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.

Thank you very much for your understanding.

Best regards,

Petronela

Thank you very much, Tine, for your email. Since you have confirmed that the issue is related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint at the end. I really wish I were of more help.

I contacted the casino requesting more information and will continue our communication via emails.