The player from Germany had the account blocked without further explanation. We rejected this case, because there were no real funds in the player's account.
Caxino Casino - Player’s account has been blocked.
Amount: €10,000
Caxino Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Caxino Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Dear Sir or Madam, this is about my account where I have been active since yesterday, I have deposited a lot of money and always followed the rule and on top of that I still have 50 free spins. Today, August 31st, 2021 I wanted to register suddenly I was told the account was blocked for no reason then I asked several times about the terms and conditions dan I was told dae casino so decidedly hard that .. Is a cheek I deposited so much here and could yes also win in the 50 free spins that had or I could win all my deposits back that's why I want my account to be blocked for no reason and it can never be unblocked I want to have made all of my deposits what is it that is fraud 100 percent really strange. Sincerely, Gjemajl Tatari
Automatic translation:
Public
Public
3 years ago
Dear Gjemo1997,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
In your conversation with the casino, I see that the support agent informed you, that you had no balance in your account. However, you have set the disputed amount to €10,000. Could you please clarify if there are any funds being held by the casino?
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
3 years ago
Translation
I didn't have any money but I asked for it and I deposited more than 10,000 in confidence and then just closed the account for no reason and plus 50 free spins you actually did and deposited for it
Automatic translation:
Public
Public
3 years ago
I am afraid, there is not much more we can do for you if there are no real funds being held. We believe casinos can close players’ accounts whenever without stating the exact reason as long as there is no balance being confiscated in the process.
Please do not hesitate to contact us if there is anything else, we could do for you, or if I have overlooked something, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.
Public
Public
3 years ago
Translation
What will happen to my paid 50 free spins and in addition, I asked you can write me the 50 my girlfriend well, the staff replied no after that my girlfriend registered and she was also blocked, which is strange
Automatic translation:
Public
Public
3 years ago
I am sorry, Gjemo1997, but bouses are only a gift from the casino. Since there were no real funds in your account before the casino closed it, there is nothing we can do.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
