The player from Germany had her account under review since March 16th, which had caused her withdrawals to be canceled. Despite being verified and previously having no issues, she had suspected the review was related to a €200 bonus she had fulfilled, which had led to winnings totaling €4200. She had requested assistance in withdrawing her winnings. After a thorough investigation and review of evidence provided by both the casino and the player, we concluded that the casino had sufficient grounds to consider the player's account in breach of their Terms and Conditions due to a linked account violation at the household/address level. Consequently, the casino's decision to confiscate winnings and close the account was upheld, and the complaint was rejected.
X3Bet Casino - Player’s account is under review for withdrawals.
Unjustified complaint
Amount: €4,200
X3Bet Casino
Safety Index 5.9 Below averageCase summary
Translation
Hello, my account at the above-mentioned casino has been under review since March 16th. My withdrawals have been canceled, and VIP customer service is unable to help me. On March 14th, I deposited a €200 bonus, which I managed to fulfill with a lot of luck and a jackpot win. I believe this is the reason for the review. After fulfilling the wagering requirements, the bonus was reduced by a four-figure sum, leaving €1000 to withdraw. I continued playing with this amount and ended up with total winnings of €4200. Since I'm unable to resolve this, I'm requesting your assistance in withdrawing my winnings. I'm already verified at this casino and have never had any problems before, so I don't understand this situation.
Please help me.
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 elchen888,
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.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Do you currently still have access to your account?
- Could you please send me a link or a screenshot of the bonus you activated and played with?
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,
Attila
TranslationI only played slot machines
I can't log in.
TranslationThis week's bonus was a reload bonus with a 50% casino bonus and 50 free spins.
Hello elchen888,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear elchen888,
Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.
Thank you for your patience and cooperation.
Dear Player,
Thank you for your response. Has the casino requested any specific documents for verification? Are there any documents in your account that are currently pending verification?
Thank you in advance for your reply.
TranslationMy account is fully verified and nothing further was requested.
Thank you for your response. Could you please confirm whether you were able to withdraw your winnings? May we consider this complaint resolved?
Thank you in advance for your reply.
TranslationNo, I still don't have access to the account and can't withdraw my winnings. It's still about €4200.
TranslationPlease contact the casino and help me withdraw my winnings. Thank you.
TranslationTranslationI just received this email and I'm speechless. I demand immediate payment of my winnings and I want to know which licensing authority is responsible for the casino.
TranslationAccording to the licensor, the casino is obligated to pay out winnings. 
TranslationI demand that the casino immediately pay out my hard-earned winnings. The casino has no right to simply withhold the winnings; this is predatory and fraudulent.
I converted the casino bonus into real money over many hours of work, with several breaks (because it's so tiring for the eyes and eventually your vision becomes blurry), and therefore the winnings are legally mine and can be paid out.
Dear elchen888,
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, Barbora (barbora.p@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,
Attila
Hello elchen888,
I’m sorry to hear about the difficulties you’ve been experiencing.
My name is Barbora, and I’ll be handling your complaint from this point onward.
As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.
In the meantime, please keep me updated if there are any new developments.
Best regards,
Barbora
TranslationHello Barbora and thank you for your message. You are my last hope as the casino is refusing to communicate with me.
Thank you so much
Hello elchen888,
thank you for your message and for your patience.
I would like to inform you that I am currently in contact with the casino outside of the public thread in order to gather more details regarding your case and move the investigation forward.
As soon as I receive any relevant updates, I will share them here with you.
In the meantime, I kindly ask for your continued patience. I understand this situation is frustrating, and I will do my best to assist you in resolving it as soon as possible.
TranslationHello Barbora and thank you for your message. I hope you can resolve this matter as quickly as possible and that the casino will pay me my rightfully won money.
Thank you very much
Dear Michaela,
Thank you for raising this matter.
Following a full investigation by our Risk and Compliance team, it was determined that your account was in breach of our Terms and Conditions due to the operation of a duplicate account on our platform.
As outlined in our Terms and Conditions (Section 3.2), the operation of duplicate or linked accounts is strictly prohibited. In accordance with these terms, all pending withdrawals were cancelled, winnings were confiscated, and your account was permanently closed.
You can review our full Terms and Conditions here: https://x3bet.com/en/rules
This decision is final and we are not in a position to reverse it.
Best regards,
X3Bet Support Team
TranslationI don't have a duplicate account with them. What's going on? Please pay out my winnings.
TranslationI'm so angry and speechless, you can't even imagine. The way a casino acts just to avoid paying out winnings is absolutely unacceptable and illegal.
They keep saying something different. First they said, "Don't worry, it's just a normal account review." After six weeks, they said my winnings would be withheld because they didn't like my gambling habits. And now they're telling me I have a duplicate account. They can't possibly believe that themselves.
I only have one account with them, period. I registered and verified last year and was always satisfied, and now all this fuss because I won something once – that's not right. I'm not asking for my gambling losses back, either.
And duplicate accounts shouldn't even be possible by the system; I'm drawing your attention to this in accordance with player protection laws. This is a really dirty trick, just to have some basis for stealing players' winnings. It's unfair and predatory.
I would like to reiterate that I have in no way violated the terms and conditions, that I only have one account, and that according to their licensor, they are obligated to pay me my legally earned winnings.
TranslationThe display alone is already deceptive if it says "under the login" on the screen.
Please log in with a different account.
This is a scam and has nothing to do with fairness. They're implying that you can log in with a different account.
Normally, there should be a warning text here, informing the player that this will lead to the loss of winnings.
TranslationPlayer protection and fairness from Casino Guru,
Casinos should adhere to this.
Dear X3Bet Casino Team,
Thank you for your response regarding this complaint.
As mentioned in our email communication, we kindly ask the casino to provide us with supporting evidence related to the alleged duplicate account violation. At this stage, we have only received a general statement referring to the Terms and Conditions, but no relevant proof has been shared with us yet.
To fairly assess the situation, we require sufficient evidence demonstrating the connection between the accounts in question and the breach that led to the confiscation of the player’s winnings and account closure.
We would appreciate your cooperation and look forward to your reply.
TranslationI don't have two accounts, period. There's no proof of that. I would never risk my winnings over such nonsense. So they're paying out my money. It's been two months of this mess now.
Dear Barbora,
Thank you for your follow-up and for your continued efforts in mediating this matter.
We acknowledge your request for supporting evidence and are happy to cooperate fully with the investigation. We will be providing the relevant documentation and proof pertaining to the duplicate account violation shortly.
We appreciate your patience and will ensure the evidence is shared with you through the appropriate channel at the earliest opportunity.
Best regards,
X3Bet Support Team
TranslationI don't have a duplicate account!
That is not true.!
I demand payment of my winnings, period!
TranslationDear Barbora, please help me to receive my rightful winnings.
I assure you that I do not have a duplicate account and would never risk my profits for something like this.
I'm afraid that some evidence might be faked just to avoid paying out winnings.
Please examine this evidence very, very carefully.
Thanks
Dear elchen888,
I would like to ask whether anyone from your household or family members may also have an account at this casino.
Thank you in advance for your clarification.
TranslationHello Barbora and thank you for your message.
No, nobody in my household has an account with the casino except me. I live with my dog and son (Sebastian).
"Family member" is a difficult term to define. I know that my brother-in-law gambles sporadically and very rarely at the casino. I would have to ask him if he has an account there.
But what I think is important is the address.
Let me explain the layout of Klarastrasse 12. There's a front building and a rear building at Klarastrasse 12, with a total of eight apartments. I live in the rear building, and my brother-in-law lives in the front. However, the address is the same because they couldn't assign a new house number to the new rear building.
I could certainly imagine that this circumstance gives the casino a false impression.
However, in my opinion, there is still no double account here.
For me, a duplicate account means creating multiple accounts in my name and actively using them. But I don't do that.
And I read Casino Guru's article on this topic and found it very informative. So that you don't make any mistakes. Because I certainly don't want to lose my winnings because of such nonsense.
Dear elchen888,
thank you for your clarification and detailed explanation.
I appreciate your cooperation. At this stage, I will continue reviewing the information provided by both sides and await the additional supporting evidence requested from the casino.
Once I receive further details from the casino team, I will update the complaint accordingly.
Dear X3Bet Casino Team,
I would like to inform you that I have responded to your latest email and requested additional supporting evidence regarding the alleged duplicate account violation.
Please review my email when possible and provide the requested information so we can continue the investigation fairly.
Thank you for your cooperation.
Dear Barbora,
Thank you for your continued patience and for the thorough handling of this case. As requested, we are now in a position to share the supporting evidence and reasoning behind our decision.
Following a comprehensive review conducted by our Risk and Compliance team, we have identified that the player's account is in direct violation of Section 3.2 of our Terms and Conditions, which clearly states that only one account per person, per household/address is permitted.
Our investigation has revealed multiple strong indicators linking the player's account to a duplicate account on our platform:
Shared last name – Both accounts are registered under the same surname.
Shared address – Both accounts are registered at the same address (Klarastrasse 12), which our system flags as a household-level duplicate regardless of whether the physical units differ within the same building.
Shared or identical password – Our security systems detected that the same password credentials were used across both accounts.
Matching gameplay patterns and game preferences – Both accounts display near-identical gameplay behavior, session patterns, and preferred slot titles, which our fraud detection tools flagged as highly irregular.
We would like to address the player's explanation regarding the shared address directly: our Terms and Conditions define a duplicate account at the household and address level. Whether two units share the same street address due to a building layout is not a distinction that overrides this policy.
In accordance with Section 3.2, we have exercised our right to permanently close the account, void all associated winnings, and cancel pending withdrawals. This decision was not taken lightly, and it followed a full internal investigation with documented evidence.
We remain fully cooperative with Casino Guru's review and are happy to share the relevant documentation through the appropriate private channel, as previously indicated.
Best regards,
X3Bet Support Team
TranslationDear Barbora,
Please help me, I'm about to cry.
This can't be true.
Having the same last name is no reason to withhold winnings. There are surnames that are relatively common in certain regions without any connection to the individuals involved.
Furthermore...
It is disproportionate to consider such a circumstance a duplicate. And, in the interest of fairness, it should not be permitted systemically.
My account has been successfully verified since December 2025 and I have been an active player.
My brother-in-law registered in February 2026, played 2 or 3 times, and then stopped. So he wasn't an active player.
The important point here is that he successfully completed the verification process at this casino without being accused of any violation. At that point, they should have informed him that failing to do so would lead to the loss and closure of his account. But they didn't.
Only after I won some money in mid-March did they make the dubious decision to freeze my account and confiscate the winnings. That's unfair and predatory.
Same password – that's very interesting and makes me think and angry. My sister, my brother-in-law's wife, and I had a doll with that name when we were children, and since we're very close, we used it as a shared password this time. The fact that my brother-in-law uses that exact same password for the casino is just a coincidence, not proof.
I will personally draw my own conclusions from the password issue and will no longer use it, and I am personally appalled that he knows about it.
Same games? Matching play patterns? That's no reason to close the account either. Of course, you recommend games you enjoy yourself, but I can't imagine we both played exactly the same games, especially since I browse the entire game catalog and play much more actively than my brother-in-law.
None of their arguments provide a reason to withhold profits.
Again, player protection and fairness:
They allowed me to deposit funds and play without mentioning that another person with the same address registered after me, which could lead to the loss of winnings.
How am I supposed to know that?
Player protection and fairness:
They let my brother-in-law deposit and play. Then they successfully verified his identity, and now they're taking my winnings. That's fraud and illegal.
Again, I have never done and will never do anything to risk my profits.
And the law must absolutely remain the law in order to be able to play safely.
I did nothing wrong and would like to emphasize this again.
TranslationDisqualification of winnings and account closure due to two different individuals living in separate households, each with successful verification at the same address?!
Therefore, the casino's actions in this case are not in line with fair and transparent business practices.
For a safe gaming environment for players and casinos, it is essential that a casino takes measures to prevent players with the same address from registering and depositing.
And frankly, from a fairness and consumer protection point of view, this is confusing and unfair to the players.
If the casino accepts deposits and losses, it should also pay out winnings.
Retrospectively denying winnings based on residential address violates the principle of fair play.
TranslationHello Barbora, I sent you two emails.
Best regards
Dear elchen888,
thank you for your cooperation throughout the investigation and for providing your clarification regarding the situation.
After carefully reviewing all information and supporting evidence provided by both sides, we unfortunately have to conclude that the casino has provided sufficient grounds to support its decision regarding the linked account violation.
While we understand and appreciate your explanation regarding the household situation, based on the evidence currently available to us, we are unable to challenge the casino’s decision further.
As a result, this complaint will now be rejected.
I am sorry that we could not bring you a more favorable outcome in this case.
Best regards,
Barbora
Dear elchen888,
Thank you for your message.
After reviewing the circumstances of this case once again, I have decided to reopen the complaint and conduct an additional review of the available evidence.
I will also continue communication with the casino to discuss the matter further and determine whether there is any room for an alternative resolution.
Please note that reopening the complaint does not guarantee a different outcome. However, I would like to ensure that all aspects of the case are thoroughly reviewed before a final decision is reached.
I will update this thread as soon as I receive further information.
Thank you for your patience.
TranslationThank you Barbora for the reopening and your efforts.
dearest greetings
Dear Barbora,
Thank you for informing us of the decision to reopen this complaint and for your continued thorough handling of this case.
Having reviewed the matter once again, we would like to confirm that our position remains unchanged. The decision to void the winnings and permanently close the account was made following a comprehensive internal investigation, during which multiple indicators of a linked account violation were identified and documented in accordance with Section 3.2 of our Terms and Conditions.
We stand by the findings of our Risk and Compliance team and maintain that the account was handled in full accordance with our policies.
That said, we remain fully committed to cooperating with Casino Guru throughout this process. Should you require any additional information, documentation, or clarification to support your review, we will respond promptly.
Kind regards,
X3Bet Support Team
TranslationHello,
A re-examination in such a short period of time seems very unlikely to me.
What exactly did they want to have checked in just a few hours?
And since they keep referring to section 3.2 in their terms and conditions, I would like to briefly point out that they are violating their own terms and conditions.
Because they have technically allowed another person with the same address to register and play on their website.
If that weren't technically possible in the first place, then the current situation wouldn't exist, and they absolutely must admit that, because this is a mistake on their part.
And quite honestly,...
It's only a problem for them because now it's about a profit, since the gambling losses seem to have been okay for them at the time (despite what they consider a double-account violation). And that, as they must understand, is quite unfair.
And quite frankly, players who intentionally try to cheat casinos, whether by creating multiple accounts to abuse bonuses or whatever else is out there, certainly aren't going to complain to Casino Guru. They'll just find a new casino and carry on.
Please check not only the technical data sheets but also the situation and the problem in its entirety.
Thank you
TranslationDear Casino,
I acknowledge and understand the provisions set out in your terms and conditions, which state that only one person per household is permitted to register and play. However, it contradicts fair gaming practices to allow two players with the same residential address to register, make deposits, play, and incur losses, while only informing them of these rules after a win.
If automated systems restrict access and registration with identical address data from the outset, the protection of the players is also guaranteed.
In my opinion, it is reasonable to expect winnings to be paid out if a player provides their correct personal information, including their residential address, registers, deposits funds, and participates in the game without circumventing any restrictions, and subsequently generates winnings through normal gameplay. In this case, both players have also successfully completed KYC verification, and the payout has already been processed.
In light of these circumstances, the current approach appears difficult to reconcile with the principles of fair and transparent treatment. I therefore respectfully request that you reconsider your position and return to fair and transparent practices.
Thank you
P.S. Your security index is 5.9 (below average); please allow yourself to improve it.
Dear elchen888,
Thank you for your patience.
As part of the additional review of your complaint, I have sent you an email with a few follow-up questions regarding the circumstances of this case.
Once I receive your response and have had the opportunity to review the information provided, I will continue the investigation and update this thread accordingly.
Thank you for your cooperation.
TranslationHello Barbora and thank you for your message. I have already sent you an email.
Thank you very much and best regards
Dear X3Bet Team,
As part of the additional review of this complaint, I have sent you an email with a few follow-up questions regarding the available evidence.
I look forward to your response.
Dear Barbora,
Thank you for your continued engagement and for the thorough handling of this matter.
We note the additional questions raised as part of the reopened review and are happy to address them directly.
We would like to respectfully emphasize that the evidence already provided to Casino Guru includes multiple independently strong indicators of a linked account violation under Section 3.2 of our Terms and Conditions, specifically: a shared residential address, a matching surname, and — critically — identical password credentials across both accounts. The combination of these factors, particularly the shared password, constitutes compelling evidence of a connection between the two accounts that goes well beyond coincidence or mere cohabitation.
Regarding the specific technical evidence requested:
We can confirm that our investigation did identify additional technical signals consistent with our findings. However, in accordance with our data protection obligations and internal security protocols, we are not in a position to disclose granular technical details such as device fingerprints, specific payment instrument identifiers, or internal fraud system outputs through a third-party mediation channel.
Sharing such information publicly or semi-publicly could compromise the integrity of our risk and compliance infrastructure.
We would also like to address the framing of the additional review directly. Our Terms and Conditions define a linked account violation at the household and address level. The personal relationship between the two account holders — whether by marriage, blood, or cohabitation — does not diminish the validity of the violation; if anything, it reinforces the connection between the accounts. The explanation that a shared password are from a childhood memory between siblings does not alter the factual finding that identical credentials were used across two accounts registered at the same address under the same surname.
We fully respect Casino Guru's mediation process and have cooperated at every stage. However, we must be equally clear: our decision to void the winnings and permanently close the account was made following a comprehensive internal investigation, is consistent with our Terms and Conditions, and will not be reversed.
We have provided sufficient evidence to substantiate this decision, and we do not consider the additional questions raised to represent grounds for a different outcome.
We remain available should Casino Guru require any further clarification within the bounds of what we are able to share.
Kind regards,
X3Bet Support Team
TranslationDear Casino.
Their terms and conditions:
3.2. Only one account per person, per household/address and per IP address is permitted.
This wording clearly states that one person per household/address AND IP address is allowed to play. The phrase "household/address AND IP address" is combined in the wording because there are also shared apartments that have different names but the same address.
However, these are two different households, not one shared household.
(Both accounts belong to different households and have their own IP addresses)
Therefore, there can be no violation, as these are two different households and persons; even if a last name is identical, there is still different data which has already been approved by them through successful verification of both accounts.
Different data
Bank account (there is no connection to the accounts)
birth date
Telephone number
e-mail address
IP address/devices
ID
Their explanations relate exclusively to the shared surname and password; this has already been clarified and in no way prove a violation of the Duplicate Law.
Best regards
Dear X3Bet Team,
Thank you for your latest response and for your continued cooperation.
As part of the ongoing review of this complaint, I have sent you an email with a few follow-up questions regarding the available evidence, as well as possible options for resolving this matter.
When you have a chance, please review the email and let me know your thoughts.
Thank you in advance, and I look forward to your reply.
Dear Barbora,
Thank you for your continued review of this matter.
We would like to confirm that the requested supporting documentation and evidence have already been provided via email for your review.
Kindly take a look at the materials sent and let us know if there are any further questions or if any additional clarification is required from our side. We remain fully committed to cooperating with the investigation and will be happy to provide any further information within the limits of our compliance and data protection obligations.
We appreciate your time and look forward to your feedback.
Kind regards,
X3Bet Support Team
Dear elchen888,
Thank you for your patience throughout the reopened review and for providing additional information and supporting documentation.
Following our additional investigation, we carefully reassessed all of the available information, including the additional technical evidence provided by the casino.
After a thorough review, we have concluded that the casino has provided sufficient evidence to support its decision. As a result, we are unable to challenge the casino's findings or request that it reverse its decision regarding your account and the confiscation of the winnings.
While I understand that this is not the outcome you were hoping for, based on the evidence available to us, we have no grounds to reach a different conclusion.
For these reasons, we must reject this complaint.
I am sorry that we could not bring you a more favorable outcome and thank you for your cooperation throughout the investigation.
Kind regards,
Barbora
