Casino-X - Player’s account has been closed after withdrawal request.

I deposited $50.00 and did not apply any bonus to my deposit. I got lucky and won $545.91. I requested a withdrawal of $500.00 and emailed all my ID Verification documents.

I contacted customer service thru live chat to see if they were received. She tells me that there is another account from my address, which I was unaware of, and the agent, Czarina, tells me to cancel my $500.00 withdrawal request and to withdraw my whole balance, $545.91 because I would have to use the original account to play in the casino.

So, I did a withdrawal request for $545.91 which took my account to $0 balance. Now the account is locked or closed and no way to check my withdrawal request. All of my chat history was also gone, in which Czarina assured me that I would receive my money.

Please help. Thank you.

Dear Puffnsteff,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

When did you request the withdrawal?

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,

Dominika

Dear Puffnsteff,

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.

So, I made the withdrawal request on 2/2/2025 and on 2/7/2025, they finally approved my ID documents and my withdrawal but said it can take anywhere from 5-15 days for it to post to my bank.

I still have not received my withdrawal.

I just replied. Thank you.

Dear Puffnsteff, have you received the money?

Dear Puffnsteff,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.