TopX Casino - Player reports unjustified balance deduction.

Complaint Title:

Unjustified balance deduction of $36,150.98 after completing 50x Wagering Requirement

Complaint Description:

Casino Name: Topx (topxgo.com)

I am filing this complaint against Topx due to a clear breach of their own promotional terms and an unjustified deduction of funds from my account balance after successfully fulfilling a bonus requirement.

1. The Incident:

I received a bonus and completed a 50x wagering requirement (rollover). At the moment the rollover was finished, my bonus balance stood at $95,320.40.

2. The Contractual Breach:

According to the specific Promotional Terms (Clause 3: Transfer) provided for this bonus, upon completion of the wagering requirements, the amount to be transferred to the Main Balance should be "x2 of the original bonus amount".

3. The Financial Discrepancy:

The system automatically deducted the full $95,320.40 from my bonus wallet but only credited $59,169.42 to my main balance. This resulted in a missing amount of $36,150.98 that was never accounted for.

4. False Regulatory Information:

In a serious turn of events, I contacted the regulatory email address provided in Section 27.5 of the casino's own Terms of Use (complaints@gaminglicences.com). The response I received from Antillephone N.V. (8048/JAZ) stated that they are NOT the regulator for this site. This means the casino is providing false or misleading licensing information to its users to prevent them from filing formal disputes.

5. Support Response:

Customer support has been evasive, providing contradictory explanations that do not match the transaction history in my "Actas" logs.

Requested Outcome:

I demand the immediate credit of the missing $36,150.98 to my main balance, as the current deduction violates the mathematical terms of the promotion I agreed to.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TopX Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted casino support and asked for assistance regarding the discrepancy? What response have you received?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas