RX Casino - Player's account is closed and withdrawals are rejected.

Hi, I did an account verification and tried to withdraw 5x2.5 thousand withdrawals even though I had confirmed the account. It was rejected and I contacted the customer service who advised me to try again. I made 3 withdrawal attempts and then I received an email saying I had to send additional documents. Now the withdrawals were rejected in the game account and an internal transfer had been made to my 12,502 money and now there is no response anymore and I can't log into my account anymore.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jesbe95,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which verification documents you have initially provided and when exactly you sent the last one?
• What specific documents were requested from you for the additional verification?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards

Petra

First I confirmed with the casino on their website, took a picture of my passport, after which it said that the account was confirmed. Then I made the withdrawals, after that it came in an email. Now I can't log into my account anymore. Hello, dear user!

Your withdrawal request has been canceled because additional information has been requested about your profile. In order for your withdrawal request to be processed, please send a response to payment@rx.casino and include the following information:

1. A photo of a document that proves your place of residence. The document must be no more than three months old and must contain your initials and home address. This can be, for example, a utility bill or any other document that shows this information.

2. A selfie showing your passport/ID card and your personal account details on our website in the background. The photo must not be a mirror image, i.e. it must be taken with the phone's main camera (not the front camera).

Images must be clearly legible and must not contain cut corners or graphic corrections.

Visit our support chat at https://rx.casino .

Kind regards, RX Team.

Now I finally got answers in the chat, I haven't received any emails like that, this is really crap.

Thank you for your reply and for providing the previous details, Jesbe95.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you use a VPN to access the site?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi. I sent you an email.

Dear Jesbe95

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the RX Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear RX Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi,

Thank you for reaching out and for your continued efforts in mediating this matter.

We can confirm that the account of the player (jessemikael995@gmail.com) has been temporarily suspended as part of an ongoing internal compliance review. This action was taken following the detection of activity that may be inconsistent with our Terms and Conditions, specifically related to potential violations of Sections 3.4, 5.4, and 6.3 of our Terms.

In accordance with our internal procedures, the account will remain suspended for the duration of the investigation, which may take up to 30 business days. Upon completion of the review, the player will be formally notified of the outcome, which may result in either the full restoration of the account or its permanent closure, depending on the findings.

We take all compliance matters seriously and ensure that every case is reviewed thoroughly and in accordance with our licensing obligations. We are unable to disclose specific details of an ongoing investigation at this stage, as doing so may compromise its integrity.

We appreciate your patience and will provide a further update as soon as the review is concluded.

Best regards,

RX Casino Compliance Team

Thank you, RX Casino, for the information.

Please send a detailed explanation of this situation to my email, romana.r@casino.guru, so we can review it and better understand what happened.

Thank you in advance.

Best regards,

Romi

Dear Romi,

Thank you for your message.

We have sent a detailed explanation regarding this case to your email for review. Please kindly check it at your convenience.

Should you need any further clarification, we remain available.

Kind regards,  

RX Casino Team

Thank you, RX Casino, for your email.

Please reply to me whenever possible.

Respectfully,

Romi

Dear Romi,

I have just sent you a detailed reply via email along with the supporting information. Please kindly check it at your convenience.

Best regards,

RX Casino Team

Dear RX Casino,

We haven't received sufficient evidence from you yet. Please refer to my email at your earliest convenience.

Thank you.

Regards,

Romi

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.

It's been over a month now where is my money Rx casino?

Dear Romi,

We have now sent an additional detailed response together with supporting evidence to your e-mail for review. Kindly check it at your convenience.

Please let us know if any further clarification is required from our side.

Best regards,

RX Casino Team

Thank you, RX Casino, for the information provided.

Dear user,

As we have received evidence from the casino that you have used a VPN to access the site and play the games, unfortunately, we have to reject this complaint.

The usage of VPN is not allowed in most online casinos, and this one is not excluded. It is stated in their terms and also on our website:

Please make sure to avoid it next time, and if you experience any issues with any online casino, please don't hesitate to come to use.

Thank you for your cooperation, all.

Best regards,

Dear RX Casino,

We are reopening this case based on the player’s assertion that no VPN was utilized during their gameplay on your site. The player indicated that they were using mobile data, which may have inadvertently led to the system identifying the connection as a VPN.

I would appreciate it if you could reconsider this case and take the time to investigate whether the use of mobile data could have contributed to the issue you observed.

Thank you in advance for your attention to this matter.

Respectfully,

Romi

Dear Romi,

Thank you for reopening this case and giving us the opportunity to provide further clarification.

We understand the player's claim that mobile data was used and that the proxy detection may have been a technical misidentification. However, we would like to address this directly with the following evidence:

1. The hostname confirms broadband, not mobile connection. The flagged IP address (37.33.225.169) has the hostname 37-33-225-169.bb.dnainternet.fi, where the prefix "bb" explicitly indicates a broadband (fixed-line) connection through DNA Oy — not a mobile data connection. This directly contradicts the player's claim.

2. Multiple IP addresses were used across a short period. As shown in the login history we previously provided, the player accessed the account from 5 distinct IP addresses within approximately one month. This pattern is inconsistent with standard single-device mobile usage and is consistent with the use of anonymizing or routing tools.

3. One connection attempt was explicitly flagged as high-risk. On April 20, 2026, a login attempt from IP 37.33.209.17 was blocked by our system as a restricted/high-risk connection associated with anonymizing tools.

4. Technical risk indicators on the flagged IP. The IP 37.33.225.169 returned the following signals from our fraud-prevention system:

Proxy Status: true

Bot Activity: true

Abuse Frequency: true

Abuse Speed: high

Fraud Score: 100/100

These indicators, combined with the broadband hostname and multi-IP access pattern, confirm that the account activity was inconsistent with standard user behaviour and in violation of Section 3.4 of our Terms and Conditions.

We maintain that the account action taken was fully justified and proportionate. We respectfully request that

the complaint remain closed.

Best regards, RX Casino Compliance Team

Dear Casino Guru Team,

I would like to provide a point-by-point rebuttal to the casino's claims, which are based on a misunderstanding of how Finnish mobile networks operate.

The "bb.dnainternet.fi" Hostname: The casino claims this prefix strictly means a fixed broadband line. This is incorrect. In Finland, the operator DNA Oy uses this hostname for various types of connections, including mobile broadband routers and certain mobile data subscriptions. Most importantly, this hostname confirms I was using a legitimate, local Finnish ISP (DNA), not a VPN server located in a data center.

Multiple IP Addresses: Using five different IP addresses over a month is perfectly normal for a mobile user. Mobile networks assign dynamic IP addresses that change frequently. This is actually evidence of a standard mobile user, not a VPN, which would typically show a static data center IP.

Risk Indicators and "Proxy: True": The "Fraud Score 100/100" and "Proxy: True" flags are well-known false positives in automated systems when dealing with mobile carrier-grade NAT (CGNAT) connections. Because thousands of mobile users share the same exit IP addresses, these IPs often end up on "risk lists" even if the individual user is legitimate.

No Prohibited Country: Most importantly, the casino confirms the IPs belong to DNA Finland. Since I am a resident of Finland and playing from Finland (a permitted jurisdiction), there is no motive or benefit for me to use a VPN.

I have played fairly from my home in Finland using my local DNA connection. I request that the casino provides actual proof of a VPN service provider being used (like an IP registered to NordVPN, MULLVAD, etc.), rather than just flagging a standard Finnish mobile/home internet connection.

Subject: Technical clarification regarding the ISP Proxy. To clarify the technical side: The "proxy" mentioned by DNA Finland is a Carrier-Grade NAT (CGNAT) or an ISP-level gateway.

In Finland, mobile and some broadband providers route consumer traffic through these gateways to manage IP address distribution. When the casino’s security system flags it as "Proxy: True," it is a false positive. It is not a user-controlled VPN or an anonymizer; it is the mandatory infrastructure of a major national telecommunications company (DNA Oyj).

I have no control over this routing. Thousands of other Finnish players use the exact same DNA network gateways. Blocking a win based on an ISP's network architecture is unfair and technically flawed, as it misidentifies standard internet access as a prohibited tool.

I am a regular retail customer using a standard consumer contract. I have provided the IP and the ISP name, which should be enough to prove this is a legitimate Finnish connection

fresh IP quality check on my current DNA connection, which is the same type of connection I used while playing. As you can see from the results:

VPN: False

TOR: False

Proxy: False

Region: Tampere, Finland

This proves that my connection is a standard, non-anonymized Finnish consumer line. The 'Proxy: True' flag the casino claimed earlier is clearly a technical error or a misinterpretation of my ISP's (DNA) internal routing. There is no evidence of any breach of terms regarding VPN usage.

Dear RX Casino,

Please read the players' information and let us know your stand on this.

Thank you.

Regards,

Romi

Dear Romi,As the casino's countdown timer is about to expire and they have chosen to ignore my fair €10,000 settlement offer, I want to log my final stance here for the public record.Since rx.casino and its operating entity CX FANCY Limited have refused to cooperate and continue to wrongfully withhold my €12,500 winnings based on disproven VPN allegations, I am officially escalating this case as a cross-border consumer fraud matter.If the timer expires without a resolution, I will immediately forward this complete case file, along with Casino Guru’s findings, to the following entities:The Game Providers (Pragmatic Play, Evolution, NetEnt): I will contact the compliance departments of the major software providers powering rx.casino. I will formally request them to investigate this operator and consider cutting their game supply due to verified player fraud and brand damage.The European Consumer Centre (ECC Finland): Since their payment processor FANCYTECH SOLUTIONS LIMITED is registered in Cyprus (EU), I will file an official EU cross-border consumer dispute against them for illegal asset seizure.The Hosting & Infrastructure Provider (Cloudflare): I will submit a formal cybercrime report to abuse channels to flag rx.casino for operating fraudulent activities on their servers.The EU Financial Regulators & Law Enforcement: I will file an official fraud report with the Cyprus Department of Registrar of Companies, MOKAS (Cyprus Anti-Money Laundering Unit), and the Finnish National Bureau of Investigation (KRP/Nettivihje) regarding the illegal processing of stolen consumer funds.The Licensing Authority: I will heavily follow up on my active regulatory complaint with the Anjouan Gaming Board (License ALSI-202409036-F12).I have acted in complete good faith throughout this 2-month ordeal. If the casino prefers to lose its game suppliers, have its EU payment channels flagged, and its domain infrastructure compromised rather than paying a legitimate player, that is a business choice they will have to carry.Thank you, Romi, for your continued support in exposing these tactics.Best regards,Jesse Mikael Rinne

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.

Dear Romi and Casino Guru Team,I want to officially update the thread regarding the immediate actions I have taken over the weekend. I have submitted a comprehensive Financial Intelligence Report directly to MOKAS (Cyprus Financial Intelligence Unit) regarding RX Casino's official EU payment processor, FANCYTECH SOLUTIONS LIMITED (Reg: C473536, Maria House, Avlonos 1, Nicosia).My investigation into my own transaction logs has uncovered that Fancytech Solutions Limited is engaging in severe Transaction Laundering to bypass European banking controls. Credit card deposits intended for RX Casino were deliberately misclassified and processed under completely fake retail descriptors across the UK and Lithuania, including:buybuy1 londonsantcorn shop londonskinvautaetthe londonDP cherryk4you vilniusBy intentionally misclassifying these transactions outside the mandatory Visa/Mastercard gambling codes (MCC 7995), this operator is actively facilitating financial fraud and the illicit withholding of consumer assets within the EU. Furthermore, I have provided the authorities with the exact corporate nominee structures and director details involved in this network.As RX Casino has now also been officially blacklisted and issued a Cease-and-Desist order by the Michigan Gaming Control Board (MGCB) for operating as an illegal offshore entity, their entire corporate and payment infrastructure is heavily compromised.I am fully prepared to defend my €12,502 winnings through every available judicial, regulatory, and law enforcement entity in Europe. I highly suggest RX Casino reviews my €10,000 settlement offer seriously before the Casino Guru timer expires.

Dear Jesbe95,

I am truly sorry to inform you that, as we have not received any further cooperation from the casino that would allow us to properly verify their claims or move the case forward, we are unable to continue with the complaint resolution process and will be forced to close this complaint as unresolved. The closure will have a negative impact on the casino' safety index.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the website validator you can find on this link or in the footer of the casino's website. They may have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

The casino may reopen this complaint at any time should they decide to cooperate further.

Kind regards,

Kristina