Caxino Casino - Player's account has been blocked.

Hi my account has been blocked by caxino I was recently asked to do a sorce of funds check I found this a bit odd as I have a deposit limit set to 20 euro per week but anyway I sent all documents they asked to prove my income and after waiting for several days I noticed my account was blocked so I went on the chat to speak to support about why I was blocked they couldn't say why told me to wait for an email and the a few hours later I got an email saying they have closed the account due to breach of responsiby gambling rules but I don't see how 20 euro per week would mean I have a gambling issue if I has issue I wouldn't set a limit at all. I have spoke to chat support numerous times and they won't give me a full explanation about this I'm looking for my account to be opened back I would just like some honest answers and I use a different casino regularly which I also have deposit limit and I think them blocking me will cause issues down the line with other casino. I feel its unfair that they done this to me as i have done nothing wrong and I gamble safely.

Dear Nikita,

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. How much was your active balance at the time of the account closure? Have you ever requested your account to be closed or suggested a gambling issue when communicating with the 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

Hi thanks for the response I was awaiting a whitdrawl from there sister site wildz I won 200 on a game then I went to whitdraw from wildz and then realised I couldn't do a whitdrawl I got onto chat and asked why then they told me that I had to do a sorce of funds check on caxino I asked why am I been stopped getting my whitdrawl from wildz if its caxino that wants the information and they told me they use the same platform so there all connected so I sent all relevant information they wanted and they asked for more information and then waited a week for them to check second round of documents and then I was blocked apparently because of gambling responsible rules but as I said I had a deposit limit of 20 euro on both sites so I don't see how this is an issue. I also have found out that my name is coming up on a different casino called casino Friday my boyfriend made an account with them and when he was on chat it comes up my name he contacted the company and they are looking into this as I don't have an account and he only freshly joined I also noticed that the chat members names are identical to the people on wildz on caxino I find this very suspicious as they blocked me for no good reason and then my name popping up on different site and my boyfriend asked were they connected to wildz and the said no.

I have forwarded a picture of the other site my boyfriend signed up and you can clearly see this has my name on chat.

Thank you very much, Nikita, for your reply. Could you please forward any relevant communication to petronela.k@casino.guru?

Hi just wondering is there any update on my case? Also is there anymore information you need from me?

Is there any relevant communication that you could forward to petronela.k@casino.guru before we'll confront the casino? Thank you very much in advance.

No I don't have any I just want an explanation as to why my account was closed due to gambling responsible rule breach as I had a 20 euro deposit limit per week and I don't see how this is breaking the rules as if I had a gambling problem I would not have a limit set at all I'm quite confused about the whole situation as I was asked for sorce of funds check and I sent all information but they wanted more personal information and I sent this then suddenly block me also I wasn't even sent an email requesting a the sorce of funds had to find out off chat as I wasn't able to whitdrawl and I asked why this is very un professional

Thank you very much, Nikita, for your reply. 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.

That's great thanks very much for your help with this matter

Regards Nikita

Hello Nikita.

I am sorry to hear about your troubles.

In this situation, I would like to invite the casino representative into the case.

Please explain to us what happened and why was Nikita's account closed.

Hi I had to do a sorce of funds check and I sent all relevant documents and they where accepted but I got asked for more information so I sent then a few days later my account was blocked and I got onto to support and asked why and they said I had broken responsible gambling rules but the thing is I had a deposit limit set at 20 euro per week so I did not break any rules and also people with gambling problems would not set a limit at all I find this issue most unusual as there reason for account block doesn't make sense and they won't give me a full explanation they said its on there terms that they don't have to but I really would like an explanation from them as I now I done nothing wrong and I feel like this casino will give me a bad name if I sign up for a new casino

We would like to ask the Caxino 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’.

OK that's great thank you I hope this issue can be resolved

Regards Nikita

I am sorry, Nikita, the casino didn't respond in the given time frame.

It is the casino with a good rating, and I believe this is just a temporary situation. However, I would recommend you to contact the licensing authority:

https://www.mga.org.mt/support/online-gaming-support/

They have a higher competence, and their decision is binding to the casino.

Please let me know when you send your complaint to the MGA - we will mark it with the status "waiting for regulator decision" in our system.

OK great thanks I will update you when I have sent the complaint thanks for your help

Regards Nikita

I am sorry that we couldn't do more.

Based on Nikita's last post we are closing this complaint with classification: waiting for regulator decision

Nikita, please let me know when the regulator reply, (matej@casino.guru) and we will close the complaint accordingly.

Hello Nikita.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Hi all,

The balance on the account has been paid out and the account has been closed permanently as the player has asked for GDPR erasure process.

There is no way to re-open the account or to create any new accounts on Caxino.

I wish you a wonderful day!

Sincerely,

Sebastian

Caxino

Dear Nikita ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We rejected this complaint because the casino explained the situation, and Nikita didn't respond.