The player from Germany had won approximately €1,250.00 at X7 Casino but had his withdrawal rejected due to alleged prohibited game usage during an active bonus. He argued that the bonus had activated automatically, prohibited games were not blocked, and there was no clear distinction between real money and bonus phases, which had led to confusion. The Complaints Team had attempted to mediate with the casino for a resolution, but after repeated unsuccessful attempts to obtain a response from the casino, the complaint was marked as "unresolved."
X7 Casino - Player's withdrawal is rejected due to bonus issues.
Unresolved
Our verdict
No reaction policy
Black points: 129
Amount: €1,250
X7 Casino
Safety Index:LowCase summary
Discussion
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1 month ago
Translation
Hello,
I played at X7 Casino and won approximately €1,250.00. When I requested a withdrawal, it was completely rejected on the grounds that I had allegedly played prohibited games such as "Reactoonz," "The Dog House," "Wanted Dead or a Wild," and "Legacy of Dead" while I had an active bonus.
However, I would like to clarify the following:
✅ I played with real money first.
✅ After my real money was used up, the bonus was activated automatically without me consciously confirming it again and without any clear visual demarcation.
✅ The casino did not technically block the so-called prohibited games; they were selectable and playable as usual – there was no warning in the game or in the betting window.
✅ It was therefore not apparent that I was in bonus mode or that a certain game would lead to the loss of all winnings.
✅ The provider mixed my real money and bonus balance – so there was no clear transition for me as a player.
✅ Now the casino refuses to pay out completely, instead of at least considering winnings from the real money phase.
I've already contacted the casino and demanded a fair re-evaluation, but received only standardized responses that simply referred to the terms and conditions. My specific concerns—automatic bonus activation, lack of blocking of prohibited games, and mixing of real money and bonus funds—were not addressed objectively.
I consider it unfair and non-transparent to completely deny players winnings if:
🔹 a bonus is started automatically,
🔹 prohibited games are still available and are not blocked,
🔹 no clear warning is given and
🔹 there was no clear distinction between the real money and bonus phases.
I am requesting Casino.Guru's assistance because I am convinced that this winnings were handled unfairly and that I am at least entitled to the legitimately earned real money winnings.
Thank you in advance for your help.
Best regards
A. ****
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Important notice:
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If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with X7 Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Was your account blocked as a result of the alleged breach of the casino's rules?
- Was your account verified in the past?
- Have you withdrawn winnings from the casino in the past?
- Have you ever encountered a situation in this particular casino where a game was restricted for you when you attempted to launch the game?
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
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1 month ago
Translation
Thank you for your feedback
1. My account has not been blocked.
2. Yes, my account is verified.
3. No, no payout yet from this casino.
4. No, I was not informed that it was prohibited. Neither in terms of the bet (bet never higher than €5) nor in terms of the game selection. Normally, games are blocked or excessive bets are blocked in other casinos during the bonus period.
Automatic translation:
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1 month ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Hello there,
Thank you Alex7798 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask X7 Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.
Thank you!
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3 weeks ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 weeks ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Authority ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
