Casino-X - Player's winnings confiscated following an intense KYC process.

Unfair confiscation

$32,000 in cash was confiscated.

In November, I used a deposit bonus at casinoX and cleared the bonus conditions. After that, I turned it into cash and played until I had gained $32,000. When I tried to withdraw the money, I was subjected to an insistent KYC process, including forced measures such as being required to participate in a video call using Skype or Zoom only. There were also demands for three months' worth of pay slips. Despite the fact that these were official documents, there were instances where the images were not clear enough and had to be redone by the company, a process which felt like an unreasonable delay under the guise of the KYC procedure. After complying with all this and waiting about a week for the KYC to be approved, I was waiting for the withdrawal when my account was suddenly frozen and my cash was confiscated. When I asked for the reason, they did not provide any detailed explanation, only insisting that it was a violation of the terms of use and refusing to have a conversation via chat. I have proof of the winnings from the slot game, which did not violate any terms, as well as evidence from the chat. Since I can't communicate directly with the casino site, could someone please intervene on my behalf?

Dear Takatya5,

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.

• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Was it your first game session and first attempt to withdraw any winnings from this casino?

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

I registered my account on November 23rd. Play is also on that day.

I played the slots Dreams of Gold and 888 Dragons. After clearing the bonus conditions and getting cash, I play baccarat at a live casino.

This is my first withdrawal.

Thank you, Takatya5, for the clarification.

• Have you saved by any chance your game history and could forward it to petronela.k@casino.guru at your earliest convenience?

I have emailed you a screenshot of your game history. Please check

Thank you very much, Takatya5, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Takatya5,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casino-X to join the conversation and participate in the resolution of this complaint.

Dear Casino-X,

Can you please provide more insight into the reason for confiscating the player's winnings?

Kind regards,

Adam

Hello Takatya5,

I have since made contact with the casino via Skype and I am currently awaiting further information. I will extend the timer and hope to have more news for you soon.

Kind regards,

Adam

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.

Hello Takatya5,

I have received an update from the casino, and upon re-evaluating the situation the casino found that the penalty mentioned was applied in error. The casino has therefore reimbursed your balance with the amount of USD 32,000 along with their sincerest apologies.

Can I ask you to please confirm the amount has been received, and if you now consider the matter to be resolved?

Kind regards,

Adam

I was able to withdraw money safely. It's solved.

thank you.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Takatya5, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam

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