Casino-X - Player's winnings were confiscated and the account closed.

Hello.

I received a cashback bonus. in the amount of $54, a deposit of the same amount was required and I placed X5, I fulfilled all the requirements, won €1000 from this, $850 for withdrawal, they said I needed to verify it, I sent all the documents, they told me I needed to take a call to complete it, I I said ok, but I’m warning you, I don’t speak Russian well, they said a couple of questions and called and asked questions, and after that my withdrawal of $850 was canceled and confiscated, like I didn’t play a third party, they left only a deposit of $54, I said that you you're wrong, make a video call to confirm, they said they would call again, they called again, I answered all the questions about the slots I played, bets about symbols and then... and then I saw that the account was already blocked,

Dear lilatik77,

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 when exactly you created your account? Which games did you focus on while your account was still active - slots, live casino, sports betting, etc.?

Do I understand correctly that you have not received any clear explanation from the casino regarding this situation? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Thank you very much for agreeing to resolve this dispute between me and the casino, all my hope is in you for the last month, I lost 600 € there, suddenly I was lucky, I won and they immediately found a reason to confiscate the money so as not to pay. then, by the way, they closed my account, this account was created in 2018, I showed joint deposit activity only last month

Never received bonuses never used them only once it was cashback this month

the account was created in 2018 and I played the slot and nothing else,

Hello!

We are forced to inform you that your account has been unilaterally blocked by the administration in accordance with clauses 5.5 and 10.7. "Terms and Conditions".

It is very unfortunate that you find yourself in such a situation, but we are obliged to act according to certain algorithms when identifying violations. The administration's decision in this case is final and cannot be revised.

If you have any additional questions about the operation of the site, be sure to contact us. We are in touch 24/7 and will always be happy to help!

Best regards, German Manager Casino-X.com

Thank you for your reply, lilatik77. I checked the General T&Cs and I found this:

"5.5. You may only open a single account at the Website. In all cases, only one account per customer, per household, per address, per shared computer and per shared IP address will be allowed to sign up and make use of the Casino. Any other account you open on the Website will be considered as the "Duplicate Account". You are obliged to inform the Company that you want to create a Duplicate account due to the original account access loss or any other important reason and receive a permission from the Company before the Duplicate account is created. In any other cases all Duplicate Accounts may be immediately closed by the Company and:

...

10.7. You are forbidden to allow third parties to use Your Account or perform any activity on Your Account (including making bets, claiming winnings, participating in promo campaigns, activating bonuses or promo offers)."

Do I understand correctly that you are not aware of breaching any of these points? Is there any chance that someone from the same household or using the same IP address could create an account at this casino too?

Hello

In 2016, my husband played here, in 2018 he asked to close his account because he lost a lot of money there. At his request, the account was closed after I opened an account, but this account was not active, not a single bonus code was activated, not a single promotional offer, they knew about this, casino representatives ask me if I know the email address emails that were registered earlier from the same IP address, they said that there were no problems, I answered them correctly that yes, I know this is my husband’s email address, he used to play here but the account was closed, they said there were no problems, I just need to go through verification.. .. imagine before five years ago, let them open access, the entrance and exit are recorded there and you can make sure that this was back in 2018, now I have nothing to do with this and the location another IP address another computer another all for these five years old I just made a deposit last month and was active

I confirm once again that no one but me plays on my account, if this casino has questions about the gameplay, let them call in my native language, ask questions about the gameplay, how much is the deposit, how much is the bet, what game is which slot, I will answer all the questions, but in Russian I can’t answer everything correctly, so you understand, my son helps me with the answers, by the way, he’s 11 years old, he doesn’t play, it’s like it’s just an excuse not to pay, you can lose 600 €, you can withdraw money 850 no, this is already a violation, they will find any reason

Thank you very much, lilatik77, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello.

Thank you, Kristina. I hope the casino will act fairly and return my winnings to me! Hello Michal, I'm here online. If you need additional information just tell me.

Hello lilatik77,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know phone or video verification calls are a standard feature for the KYC process. If I understand it correctly you wrote that you have answered all the questions so I will contact the casino to shed more light on this matter

We would like to invite Casino-X to join the conversation.

Dear Casino-X,

Can you please provide more information regarding the player's blocked account and confiscated winnings? Has the player not passed the verification call? Please provide any supporting evidence for your actions to michal.k@casino.guru

This is a scam casino I don't think they will respond

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.

Dear lilatik77,

I've managed to get in touch with the Casino-X representative and I am awaiting further information about your case from them.

We would like to give this case more time to get resolved. We are extending the timer for an additional 7 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced to close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Dear lilatik77,

I had a lengthy conversation with the Casino-X representative and have received evidence that came to light during the KYC and AML process. The connections to multiple accounts that were flagged and closed by the casino's anti-fraud team a couple of years ago are evident. I agree that the casino team should have acted a long time ago in this regard, but new measures for the KYC process were put in place not long ago, so during the previous checks your account was not immediately flagged and closed this still doesn't cancel the fact that the breaches were there. Another quite important thing is that during your verification call an adult male voice was heard in the background that gave you instructions for your answers. It was not just because of the language barrier and this is in direct breach of your claim that your 11-year-old son was helping you.

Unfortunately, after gathering all the necessary information and considering these and other factors we cannot disagree with the casino's actions, and we are forced to reject this complaint.

If you feel you want to take this complaint further you can contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com , certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino.Guru