Casino-X - Player's winnings have been confiscated.

I was completely confiscated because I was suspected of using an opposite bet in live Baccarat

I used a 200% bonus up to $750 at this casino I've used several times before

$375 deposit ➕ $750 bonus 🟰 $1125 total

I played live Baccarat by Pragmatic Play with $1125

The first time was at Baccarat without a fee

I went all in on the banker

$1125 ✖️ 2 times 🟰 $2250

The second time was at Baccarat with a fee

I went all in on the banker again

$2250 ✖️ 1.95 times 🟰 $4387.5

The third time was also at Baccarat with a fee

Went all in on the banker again

$4387.5 ✖️ 1.95 times 🟰 $8555.625

Then, after I asked the support for a detailed explanation of the terms of use in order to digest the betting condition in slots, and got the answer, I asked the withdrawal department to confirm "Is it really okay?" and waited for a week,

I received an email stating that I was suspected of making an opposite bet in live Baccarat and was confiscated

I have confirmed that going all in with the bonus is "no problem" before the play!

I also have the evidence

I want a full refund of the winnings

I have all the evidence!!!! 💢💢

I have persistently asked for the confirmation of the terms of use several times before the play😤😤

Dear hirokann0525,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino-X.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the link or a screenshot of the bonus you activated?
• Could you please share the responses you received from the casino?
• You can post screenshots here, or please send me the information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Could you please share the link or screenshot of the activated bonus?

Could you share the response you received from the casino?

We still have a lot of email and chat communication.

Please forward me the correspondence where you ask the casino for a detailed explanation of the maximum bet rule related to the bonus, please.

Post screenshots here or send the information to my email at tomas@casino.guru

Balance at the time of forfeiture

Confirm all-in

Support and interaction

What information is available when clicking on the (i) button, please?

It's a similar site

Display not related to this issue💦

Thank you very much, hirokann0525, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

What should I do?

Should I wait here?

Hello hirokann0525,

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 further insight into the reason for confiscating the player's bonus?

Kind regards,

Adam

Hello hirokann0525,

I have discussed the case with the casino, and after further investigation in collaboration with the software provider, the casino has determined that the bonus funds were confiscated in error, and have now been fully restored to your account.

Can I ask you to please confirm the above, and that the matter is considered resolved?

Kind regards,

Adam

No, it's not resolved.

It won't be resolved until I clear the bonus and the money arrives in my bybit wallet.

Because there is a high possibility that Casino X will complain about my betting method after this.

For casinos that are completely unreliable.

Please continue to support us 🙇🙇

Hello hirokann0525,

We can of course keep the complaint open until the bonus has been completed. Please keep us updated on any progress.

Kind regards,

Adam

Games to play with bonuses now

Betting amount for 1 rotation

We are checking all actions

This casino suddenly starts saying things I don't understand.

To forfeit the bonus

you have to be very careful

High alert ⚠️

Hello hirokann0525,

I am not sure I understand your previous post, could you please explain in more detail? are you experiencing further issues?

Kind regards,

Adam

I would like the bonus to be returned to my account

You must meet the requirements for the bonus

Game to be played at that time Bet amount

It is necessary to check that these do not violate the rules.

This is because there is a very high possibility that Casino X will make an outrageous complaint and confiscate the bonus again.

Their casino is North Korea🇰🇵

Casino X🟰North Korea🇰🇵

As I said in the previous message, don't let your guard down until the money arrives in your Bybit wallet ⚠️

Please make sure that playing this game with a bonus of 45 yen does not violate the terms and conditions 🙇🙇

Please confirm from you guys!

Because what I say doesn't make sense

Dear Casino-X,

If I understand correctly, the player is trying to confirm the conditions of the bonus, are you able to please clarify the rules for completing the wagering, including the max bet limit if one is applicable?

Kind regards,

Adam

correct!

in my current situation

dead or alive 2 slot with a stake of 45 yen

Is it possible to play and use the bonus?

in my current situation

The most important point in the current situation

I've already had this conversation dozens of times.

I really want to have this interaction where a third party is watching.

Dear Casino-X,

Please respond and provide an update on the situation. I will extend the timer for 7 days. If there is still no response the complaint will be closed as 'unresolved' and have a negative effect on the casino's rating. The player has been trying to confirm the rules for the bonus with you, has this now been clarified?

Kind regards,

Adam

Since then, I have contacted you via email dozens of times.

Do not violate the rules

I confirmed via email 5 or 6 times!

Please continue to support me until the money arrives in my wallet.

Hello hirokann0525,

Can you please confirm you have completed the wagering of the bonus? Are you now waiting for a withdrawal?

Kind regards,

Adam

I'm currently playing with a bonus! !

Not done yet

Hello hirokann0525,

I have been informed by the casino that you can complete the wagering using your average bet of 50 USD and there will not be any problems.

I will extend the timer, please let us know when the bonus is completed.

Kind regards,

Adam

I'm playing dead or alive2 for 45 yen! !

I was told there was no problem with this!

We interacted many times

Check email screenshot

Hello hirokann0525,

Can I ask you to please provide an update on the situation?

Kind regards,

Adam

The money has been received🙇🙇🙇

thank you! !

However, I definitely do not recommend this casino to other players.

North Korea Casino🇰🇵👊

Hello hirokann0525,

I am glad to hear that the balance has been received. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, hirokann0525, 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 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