The player from Greece had his account frozen unexpectedly after requesting updates on his five pending withdrawal requests totaling €1245.96. Despite successfully verifying his account and making previous withdrawals, the casino claimed he had violated terms but did not provide any explanation or allow further communication. The Complaints Team had attempted to engage the casino for clarification but received no response. Consequently, the complaint was marked as unresolved.
RX Casino - Player’s account has been closed and funds withheld.
Unresolved
Our verdict
No reaction
Black points: 632
Amount: €1,245
RX Casino
Safety Index:Very lowCase summary
Discussion
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9 months ago
Translation
I have been playing at this casino for quite some time, I have successfully verified my account, made deposits and withdrawals without any problems until today.
I've had some wins lately and have had 5 withdrawal requests via scrill, totaling 1245.96 euros.
Suddenly today at noon, while asking in the casino chat why they were taking so long to process pending requests, as they were usually processed and paid within a day, I saw that they had frozen my account, removed any balance I had, and withheld the amounts of pending withdrawals...
All an employee told me in the chat was that I had violated terms...
I asked him what exactly he meant and without answering me, he hung up on me, and now I can't even communicate with them...
Neither in chat, nor in email...
Can you help me get my money back?
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9 months ago
Dear diml131979,
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.
- What was the exact time and date when your account was frozen?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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.
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9 months ago
TranslationOn May 9th at noon, my account was blocked, I don't know the exact time to tell you..
I logged in and saw my balance was zero, the withdrawal requests had been rejected and in my transaction history there was an indication of an internal transfer of funds in the amount of 1245 euros.
In short, the amounts of my withdrawals, as well as the active balance I had in my account, were misused...
I never got a deposit bonus, as I don't want them and I never claim them as a player...
I mainly participated in blackjack and sports betting...
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9 months ago
TranslationI am also sending you the proof of my account verification, as well as the transactions and the internal transfer with which they withheld my money. 
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9 months ago
TranslationHere are the conversations in which they avoid explaining to me what exactly happened, despite my efforts to understand why they withheld money from my account.
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9 months ago
TranslationHave you contacted them?
I tried to contact them again today, but their chat agent abruptly ended the conversation again...
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9 months ago
Thank you very much, diml131979, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.
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9 months ago
Hello there,
Thank you diml131979 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask RX Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.
Thank you!
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9 months ago
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.
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9 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the website. (validator link) The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
