The player from Germany is dissatisfied with the casino’s RTP (Return to Player) and her account was later closed.
Caxino Casino - Player complains that she didn’t win anything and her account was later closed.
Amount: €99
Caxino Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I have deposited at this casino almost every 2 day for 4 weeks and today even deposited 2 times and won nothing after the contact with the suport my account was closed the reason was that they are worried and they are sooo responsible seen
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4 years ago
Dear elmira,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Nick
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4 years ago
Translation
why do you close my account and not only the one on caxino but also on wildz only because you say your opinion i have the whole chat process i can post you first let me deposit it is almost 4 weeks and you lose everything and if you ask critical questions his account will be closed even from the partner casino very bad sooooo badly
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4 years ago
Dear elmira,
Could you please advise if you or anyone else from your household have created an account in the casino? Did you play with bonus money? Did you complete KYC verification? We require more information because for now we don't know why did the casino close your account.
Best regards,
Nick
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4 years ago
Translation
everything was good i didn't request a payout no bonuses you don't have any bonuses except for the first deposit bonus please don't try on the machine now your employee has simply deleted both of my accounts for no reason just didn't pass what i said and the account was already closed and what has my situation at caxino to do with wildz since i played 3 4 times that was it so really ridiculous can show you the chat history
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4 years ago
Thank you very much elmira for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Elmira.
I am afraid that with the RTP of the slots we can't help you. But do you know why your accounts were closed?
Do you know how much you deposited in last month?
The RTP of slots and winning chance depends a lot also on variance.
I would recommend you to watch our video here:
https://casino.guru/learn-about-games-of-chance-rtp-variance
It will explain a bit about how it works.
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4 years ago
Dear Elmira,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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4 years ago
Translation
yes not exactly but that warren surely more than 200euro but that doesn't really matter let's assume that it went off quite normally just why close my accounts i didnt do anything wrong and you can read that from the chat history
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4 years ago
Please note that the casino can decide to close your account any time without reason. The only thing what they need to do is pay you remaining balance on your account in such a case.
If I understand it correctly your account was closed with €200 balance, am I right? And another account in the different casino was closed too, am I correct?
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4 years ago
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No without credit closed just for what a reason
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4 years ago
I am afraid that they don't need a reason. Maybe they see some risks, or similar account (same address). It really doesn't matter why they decided to close your account; there is nothing that we can do with it, neither you. It is their right to exclude some customers if they wish so.
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4 years ago
Translation
Yes, but first let me deposit money and close my account immediately if I have any critical questions, well I could understand with great difficulty at caxino but why wildz I deposited 2 to 3 times and no longer played so I would caxino everyone from the casino advise against what is that for a casino where you close your account at the beach but have a nice deposit beforehand a joke the caxino casino is just not playing there and that goes to everyone who reads this, it is best just to deposit, best nothing win and just don't criticize there are the best customers for them
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4 years ago
I am afraid that there is nothing we can do here. It is purely on casino decision to close your account and they have right for it. If the account is without any balance then we are forced to reject your complaint as unustified.
Imagine that you decide to organize a poker turnament in your apartment for your friends. So some of your friends come, but in some moment of the tournament you will feel very uncomfortable because of how one of your friends play. It is your right to ask him to leave (yes you should give him the money what he currently have in play) but it is your decision if you believe that you don't want him there.
I don't know why casino decided to close your account, but they are not closing the accounts without a reason so there is probably something what is suspicious on your account and they simply decided to not risk it. And they have a right for this decision.
