UP-X Casino - Player’s account is closed and funds are confiscated.

Subject: UP-X: Account blocked after verification, changing reasons, disabled official email, confiscated 21,000₽, refusal to provide arbitration

Casino: UP-X (upx.game)

Username/Email: [hidden by Casino Guru]

Amount: 21,000₽ total win + 1,000₽ deposit confiscated

Complaint:

I am filing a complaint against UP-X for blocking account after verification request, constantly changing reasons for block, disabling official support email, confiscating funds without evidence, and refusal to provide arbitration procedure stated in Terms & Conditions.

DETAILED TIMELINE:

1. First win and withdrawal request

• Won 1,000₽, requested withdrawal

• Account verification requested

2. Second win and block

• Won 20,000₽

• Submitted verification documents

• Account "temporarily blocked" after verification submission

• No specific reason given initially

3. Refusal to accept appeal

• Support initially refused to accept appeal

• Claimed decision by security team is final

• After my official response citing Terms & Conditions, ticket was accepted: SUPREQUPX-5625

4. Changing reasons for block

Stage Reason Given Evidence

Initial "Temporary block, suspicious activity" Screenshot #1

Then "Using someone else's data" Screenshot #2

Finally "Multi-accounting" Screenshot #5

5. Official email disabled — [email protected]

Support claimed email is "not valid" and "technically unavailable", despite Terms & Conditions section 17.4 stating:

"Users may direct any questions, problems or official correspondence to the designated Company support email address: [email protected]. The Company will make reasonable efforts to respond promptly."

This is direct violation of their own Terms. Screenshots #3 and #4 attached.

6. Refusal to provide arbitration details

When requested arbitration contact per section 16.3:

"If a friendly resolution is not reached within thirty (30) days, the dispute shall be finally resolved by arbitration conducted in accordance with the laws of the jurisdiction where the Company is registered."

Support replied: "This information cannot be provided from our side, all available details are located at the very bottom of the main page."

No specific arbitration institution named in Terms & Conditions. Screenshot #7 attached.

7. Confiscation of deposit

Requested return of 1,000₽ deposit per section 6.5. Support refused: "Funds in case of blocking are not subject to return." Screenshot #6 attached.

VIOLATIONS OF TERMS & CONDITIONS:

Section Violation

6.2 Blocked before requesting additional verification information

16.2 Refused friendly resolution

16.3 Refused to provide arbitration contact, making dispute resolution impossible

17.4 Disabled official support email listed in Terms

MY POSITION:

• One account: [hidden by Casino Guru]

• Unique passport, phone, email

• VPN allowed per section 4.4

• Ready for any verification (video, documents)

• No second account exists

Possible technical error: If "multi-accounting" detected by crypto deposit address — exchanges use shared hot wallets, thousands of users share same address. This is not violation.

REQUESTED RESOLUTION:

1. Complete verification and release 21,000₽ win + 1,000₽ deposit

2. OR return 1,000₽ deposit

3. OR provide specific evidence of account connection

ATTACHED EVIDENCE (in order):

1. Initial "temporary block" after verification

2. "Using someone else's data" + my verification offer

3. "Email not valid / technically unavailable"

4. Terms & Conditions section 17.4

5. "Multi-accounting" + "cannot provide data"

6. "Funds not subject to return"

7. Refusal to provide arbitration contact

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• What types of games did you play at this casino?
• Did you complete your player profile correctly and submit your personal information?
• Which documents did you provide to the casino for verification?
• Is there any possibility that someone from your household, or someone using the same IP address, also created an account at this casino?

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

Veronika