Casino-X - Player's winnings have been confiscated due to account closure.

I joined Casino-X on 12 May 2025 and deposited €1777. I busted that but made a fresh deposit of €1500 on 22 May 2025, availed of a 100% bonus and reached a balance of €6900. I submitted a withdrawal for the amount of €5000.

The casino requested ID and proof of address, which I duly uploaded in the form of my passport and a utility bill showing my residence in Ireland.

They emailed me today (26 May 2025) to say:

"Please be informed that our casino forbids accounts to be opened by, or make any deposits or used from, customers who are residents (or citizens) of the United Kingdom [as per T&Cs]."

They have offered to return my deposits totaling €3279.95, but this is still well short of my total balance of the aforementioned €6900.

To confirm, even though I have an Irish address, because I have a Great British passport, they have decided not to send me all my winnings.

Please could you help me with my case.

Dear dsp99RF,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Casino-X. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Please specify if your permanent address is in Ireland, and if you were there when registering and playing at the casino?  
• Have you filled in your Irish address directly in the registration form?  
• Can you confirm if the casino has already returned to you the deposits you made?  

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Natalia

Thank you for trying to help me. The answers to your questions are:

1) Yes to both

2) Yes

3) Not yet - here is their email:

"Hello,

I hope this e-mail finds you well.

Please be informed that your balance has been reduced to your deposit amount.

Your account will be blocked after you withdraw your deposit amount due to the fact that you are from a forbidden country.

You can place your withdrawal request right away.

If you have any questions, please don't hesitate to contact us, we're available via chat & email, and we're always happy to help.

Haktan "

Thank you very much for your reply, dsp99RF. Could you please forward any other relevant communication (chat logs, emails) between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hi Natalia - I have emailed you the details you requested.

Thank you very much, dsp99RF, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, dsp99RF,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation in more detail?

What did he do wrong if he lives in Ireland, accessed the casino website from there, and the casino accepts players from this jurisdiction?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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.

Greetings,

I am extending the timer once again, providing the casino with another 7 days to respond, contacting them also manually in all available ways outside the thread.

If no one from the casino comments on the thread or provides us with the requested information until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Dear dsp99RF,

Just letting you know about the update.

Recently, I got in contact with the relevant casino representative outside the thread, and there is still ongoing communication between us. I am currently waiting for further details and clarification that I requested from the casino.

For some unknown reason, the casino did/does not reply directly here, in the thread. However, once I have something relevant, I will inform you as soon as possible.

I am extending the timer for the casino.

Thank you for your patience and understanding.

Greetings all,

I am extending the timer for the casino once again, waiting for their final decision after our extensive discussion outside the thread.

Dear dsp99RF,

Please note that currently, it appears the casino will only be able and willing to refund only your deposits, which we cannot accept.

Anyway, let's please wait for their final decision.

Once I have the relevant information, I will inform you about the further proceedings.

Thank you for your patience and understanding.

Hi Branislav

Thank you for your help to date.

I don't now if it would affect the matter, but I now have in my possession an Irish government ID card (PSC).

I would be happy to provide this document on request.

Dear dsp99RF and forum administration,

Thank you for participation in the discussion. We would like to inform that during the KYC verification process of the account belonging to dsp99RF, our security team identified a violation of our casino's Terms and Conditions.

In accordance with section 4.4 of our Terms, the use of the platform is prohibited both from within the territory of the United Kingdom and by its residents or citizens, regardless of their current location. In case of such a violation, as stated in our Terms, "The company may at its sole discretion make a decision regarding deposit or balance withdrawals or any other funds placed on blocked accounts."

As decided by the project administration, the user is no longer allowed to continue playing on the site, and any winnings are considered void. The total amount of the user's deposits remains available on the account balance and may be withdrawn, after which the account will be permanently closed.

We would like to emphasize that all necessary measures have been taken on our part to ensure that users are informed about the platform's restrictions.

First and foremost, during the registration process, every user is REQUIRED to read and agree to the Terms and Conditions in order to successfully create an account.

Additionally, our 24/7 support service is always available to provide any necessary information.

Our website also allows users to undergo KYC verification before starting gameplay - this option is fully accessible and not restricted.

Moreover, in line with industry standards in online gambling, the full Terms and Conditions are available at all times, just one click away from the homepage. The user had the opportunity to review them at any moment if anything was unclear.

Please note that our platform is fully licensed, and all our conditions fully comply with the rules set by the licensing authority.

Our project does not intend to provide access to users from restricted countries, and any such violation is immediately addressed upon detection. Paying out winnings or providing services to users from prohibited regions (including restricted citizenship) can become a serious legal precedent, potentially leading to claims or penalties from the regulator and our partners. It can also set a dangerous precedent of impunity and create room for future abuse.

This decision is final and not subject to review.

Kind regards,

Casino-X Team

Thank you for your response and the final decision, Casino-X Team.

Dear dsp99RF,

Can you please access your account and request a withdrawal of the sum of your deposits that the casino left there?

Unfortunately, despite extensive discussion outside the thread, it looks like the casino is not able or willing to reconsider its decision and follow our recommendation. Therefore, I would like to wait for an update regarding the withdrawal of your deposits, while in the meantime, I will discuss internally with the team how I can close the complaint.

Thank you. Looking forward to hearing from you.

I attempted to withdraw my balance of €3279, which was then set to pending. However, 20 minutes later my account was suddenly blocked. Live chat is currently unavailable so I couldn't check why.

[EDIT] OK they have paid out the amount now.

Alright, dsp99RF,

Thank you for the confirmation.

Unfortunately, based on all the gathered information and details, we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

Considering the fact the user is able and willing to fully verify his residence in Ireland, but was not allowed to pass the KYC, despite the casino allowed him to register/deposit and play without issues, while prohibiting users based on their citizenship and not only their actual location/residence, but not requires such information from players nor enforces it on its side, the casino's actions are contrary to our internal policy, position, and our Fair Gambling Codex. Therefore, we cannot agree with the casino's decision to confiscate the user's winnings.

There is one more option for how you can try to resolve your issue or speed up the process, dsp99RF - you can contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law or regulations. Feel free to find more HERE or our article on regulatory complaint procedures in general HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

If the casino reconsiders its decision, it can reopen this complaint at any time, and you will be informed about it via email.

Thanks also to the Casino-X Team for their help and cooperation anyway.

Best regards,

Branislav B, Casino.Guru