The player from Germany reported that X7 Casino had reduced her winnings from €19,000 to €3,000, confiscating €16,000 without proper justification. She claimed that she had not gambled away the funds, as she had not been logged in after the withdrawals. We were unable to move the complaint forward because the casino repeatedly ignored our attempts to mediate and had a history of non-reaction in similar cases. The complaint was therefore closed as unresolved, which affected the casino’s rating.
X7 Casino - Player's winnings have been reduced and partially confiscated.
Unresolved
Our verdict
No reaction policy
Black points: 1,542
Amount: €16,000
X7 Casino
Safety Index 4.6 LowCase summary
Discussion
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1 week ago
Translation
X7 Casino simply reduced my winnings from 19000 to 3000, thus keeping 16000 euros.
It stated: "After reviewing your account, we can confirm that your account balance is fully verifiable and no funds are missing."
The changes to your account balance have been correctly recorded in connection with your withdrawals, your gaming activity and the subsequent transaction updates.
I only received €3,000; the rest was simply cancelled. I didn't gamble away the money, because I wasn't even logged in afterwards.
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1 week 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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1 week ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here.
Thank you in advance for your reply.
Best regards,
Kristina
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4 days ago
TranslationHello, I sent you a message via email yesterday.
Best regards
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2 days ago
Thank you for your reply, t1111.
I went over the email you provided.
Unfortunately, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 5+ cases closed as "No Reaction Policy," which clearly shows that it is not interested in cooperating with us in dealing with players' issues.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could change the casino’s approach.
Regrettably, we have no other choice since it seems to be a common practice for X7 Casino to completely ignore our attempts to mediate any kind of issue.
We have sent numerous emails and tried to communicate with live chat representatives, as well as with affiliate team members. Unfortunately, all efforts to resolve any issues have died as the complaints grew in number. We strictly recommend staying away from X7 Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
