The player from Chile had requested self-exclusion while his account was blocked, leaving him with about 280,000 CLP in real money. He had contacted the casino's security email but did not receive a response and was unable to find support contact information. The player argued that the casino had negligently accepted deposits after his self-exclusion request and then blocked his account only after he won, demanding withdrawal of his winnings. The complaint was resolved after the player confirmed the issue had been addressed, and the case was closed by the Complaints Team.
TopX Casino - Player's account is closed and funds are inaccessible.
Resolved
Our verdict
Case closed
Amount: $280,000 CLP
TopX Casino
Safety Index 8.3 HighCase summary
Discussion
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3 months ago
Translation
Hello, I requested self-exclusion from the casino, but at the time the account was blocked, I had approximately 280,000 in real money. I have written to secutity@topx.one I haven't received a response, and the casino website doesn't have any support information, phone number, or email address listed. I need help withdrawing my money.
Thank you
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3 months ago
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.
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3 months ago
Dear hbarzej,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better understand your situation and assist you more effectively, could you please provide us with the following details:
- Can you log in to your account now?
- What method did you use to request the initial self-exclusion?
- When exactly did you make this request?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petra
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3 months ago
TranslationDear Petra,
Thank you very much for your follow-up. Below, I present the detailed information to support my complaint against TopX Casino, demonstrating the failure of their player protection protocols:
1. Can you log in to your account now?
No, I can't. Access was finally blocked on February 20th at 6:26 PM.
2. What method did you use to request initial self-exclusion?
I initially requested it via online chat, where support told me I should send a formal email to security@topx.one to process the final dismissal due to gambling problems.
3. When exactly did you make this request?
The final and formal self-exclusion email was sent on February 20, 2026 at 02:02 hrs.
4. Timeline of deposits after the application:
Despite my explicit request to close my account due to gambling addiction at 2:02 AM, the casino kept my account active for over 16 hours, allowing me to make the following deposits:
13:14 hrs: Deposit of $50,000 CLP (lost).
13:27 hrs: Deposit of $80,000 CLP (lost).
14:20 hrs: Deposit of $21,000 CLP (lost).
18:00 hrs: Deposit of $59,000 CLP.
5. Balance status and legal argument:
With my last deposit at 6:00 PM, I won on the Mustang Trail game, reaching a balance of approximately CLP$280,000. It was precisely at that moment, when my balance was positive, that the casino finally applied the block (6:26 PM).
Currently, the casino refuses to pay those funds, claiming the account is blocked. My position is clear:
If the casino accepted my 4 deposits hours after my self-exclusion request, it must recognize the validity of the winnings derived from them and allow their withdrawal.
If the casino maintains that the account is not eligible for withdrawals due to the closure request, then the deposits negligently accepted after 02:02 AM are invalid and must be fully refunded to my original account.
The casino cannot profit from its own delay, accepting money while the player loses and blocking access only when the player wins.
I await your mediation.
Sincerely
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3 months ago
TranslationDear Petra,
I wish to supplement my claim with additional technical arguments to clarify my position: I demand full payment of the $280,000 CLP that appear in my account for the following compelling reasons:
Validity of the gaming contract due to operator negligence: Although I requested self-exclusion at 2:02 AM, the casino voluntarily chose not to implement it, allowing the gaming contract to remain active for another 16 hours. By accepting my deposits, the casino tacitly validated that the account remained operational for all purposes. They cannot claim that the account is valid for receiving my money when I lose, but invalid when I win.
Opportunistic Execution of the Block: It is crucial to note that the block was not implemented preventively, but reactively. The casino allowed me to make multiple deposits, and only when I reached a positive balance of CLP$280,000 after a legitimate win on "Mustang Trail" did they proceed to block my access. This is not player protection; it is an opportunistic confiscation of legitimate winnings under the pretext of self-exclusion, which they themselves ignored for 16 hours.
Ownership rights to the balance: Since the casino accepted the play and subsequent deposits at my request, the resulting funds are my property. The casino cannot use its own delay and administrative negligence as a tool to withhold funds that were legally earned within its operating platform.
Inconsistency in the "Account Blocked as Requested" message: The casino sent me an email confirming the block "as you requested." If the block is strictly due to my request for protection, then protection implies restoring the player to their most favorable financial position or, at the very least, respecting the balance existing at the time of manual closure, especially if this balance was generated by the casino's own failure to close the account on time.
Therefore, my primary request is the release of the CLP$280,000 for immediate withdrawal. Only if the mediator determines that the casino has the right to void the bets due to self-exclusion will I then demand a full refund of the deposits made negligently.
Sincerely,
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3 months ago
Thank you for your reply.
I completely understand how frustrating this situation must be, especially considering that you have lost your deposit. I truly appreciate you taking the time to share your experience with us.
Please note that it is standard practice for casinos to have a processing timeframe of 2–3 business days to apply a self-exclusion request. If any losses occurred within this interval, unfortunately, we are not in a position to penalize the casino for those amounts.
To help us review your case more accurately, I would kindly ask you to clarify the following:
- Did you clearly inform the casino about your gambling problem when requesting self-exclusion? Could you please forward the account closure requests you sent to PlayMojo Casino? You may send them to my email address petra.h@casino.guru.
- Were there any other communications with PlayMojo Casino regarding your account status?
Thank you very much for your cooperation. We look forward to your response.
Best regards,
Petra
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3 months ago
I am procesing the whidrow, i will colose the ticket and re-autoexclude me the funds sucsefull
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3 months ago
TranslationHello, the withdrawals have been processed successfully. I am now requesting, via this message and the attached email, that you again request self-exclusion. I hope this will be implemented immediately.
By applying this self-exclusion, I will consider the complaint closed as resolved.
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3 months ago
Dear Casino Guru team and TopX representative,
I am writing to correct my previous message, as I accidentally attached the wrong screenshot.
I want to officially state that I sent a formal request for permanent self-exclusion today, February 26th, 2026, at 14:30. Following TopX’s own policy of a 24-hour processing window, I expect my account to be 100% restricted and permanently closed by tomorrow, February 27th, at 14:30 at the latest.
I have already withdrawn my remaining funds and I have no intention of reopening the account or receiving any further marketing communications.
Please find the correct screenshot of my email request attached to this message as evidence.
Best regards
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3 months ago
Checking my account there is a pending whidrow request. My account can not be lock until that wothdrow is sucesful just in case it fail and i need to process it again. Please chech the witdhrow qmreques was succesfull before blocking my accoubt anf there is not standing balance due to its faliure.
Thanks
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3 months ago
TranslationI confirm there are no pending withdrawals or balance, please self-exclude the account, an email was sent. security@topx.one
Thank you
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3 months ago
DEAR TopX tran Has been almost 24 jours since the
the email requesting autoexclusion My account has no pending widtgrow or balance, could you please block my account asap
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3 months ago
Dear Casino Guru, can you help me so TopX block my account again? as shown on my latast comunication has happen more than 24hours since I requested it. There is no pending mony twhat so ever (I wa able to widhrow ait and ther is no real mony on the casino)
Thanks
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear hbarzej,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petra
