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My account has been blocked, and my winnings haven't been paid out.

When the balance was closed, my account had approximately 21,000 euros.

I had made two deposits, 600 and 400.

Such winnings and the casino has simply closed my account.

Help!

мне заблокировали акаунт не выплачивают выйгрыш

когда закрыли баланс на акаунте было около 21 тысячи евро

депозиты были два 600 и 400.

такой выйгрыш и казино просто закрыли акаунт

помогите

Dear Ulja2002,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Rox Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Have you made any successful withdrawals from this casino in the past?

Have you received any explanation as to why your account was blocked?

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

They just wrote that I gave false personal information.

I wanted to make the first conclusion at roxcasino

uploaded id kaart and selfie with id kaart

I don’t really understand the question about the active bonus

it was like that there

I made a deposit and played the slot with my real balance and won about 7000, but I still had an active bonus and I went to play in another slot where you can play with a bonus. then while I was playing the bonus could be withdrawn and the balance became about 10,000 or 11,000 thousand. or 13,000. But the next day I played again and won up to 20,000 thousand

it turns out that one part is accumulated with an active bonus, the other is already without a bonus

написали только что я дала ложные персональные даные.

вывод хотела сделать первый на roxcasino

загрузила id kaart и селфи с id kaart

я не очень понимаю вопрос про активный бонус

там было так

я сделала депозит и играла в слот на реальный баланс так выйграла где-то 7000 но у меня еще был бонус активный и я пошла играть в другой слот где можно играть с бонусом. потом пока я играла бонус можно было выводить и баланс стал около 10000 или 11000 тысяч. или 13000. Но на следуюший день я еще поиграла и выйграла еще до 20000 тысяч

получается одна часть накоплена с активнй бонусом другая уже без бонуса

I was told in the chat that I need to answer a few questions. and then she began an interrogation that she did not expect. When I answered the questions they said wait and then blocked me. If I answered incorrectly out of fear, they could clarify and explain what exactly they need to know. but this was not the case.

мне сказали в чате что надо ответить на несколько вопросов. а потом начала допрос которого и не ожидала. когда ответила на вопросы они сказали ждите а потом заблокировали. если я с испуга ответила неверно могли бы уточнить и обяьснить что им именно надо узнать. но такого не было.

something very strange.

casino closed account

then I write to them and they say I need to answer a couple of questions

and then they say that the account was closed forever and the money was taken

I was not warned that my account would be closed

and they didn’t say that they would close it for verification

this is a serious matter

if for some reason you close your account and take away the whole 21,000 euros

as you can say, let’s ask a few questions as if it were just a normal procedure

and then it turns out that due to some inaccuracies the casino takes all the money

how can this be

чтото очень странное.

казино закрыло аккаунт

потом я пишу им они говорят надо ответить на пару вопросов

и потом говорят что аккаунт закрыли навсегда и деньги забрали

мне не предупреждали что аккаунт закроют

и не гвоорили что закроют на верификации

это же серьезное дело

если по каким то вопросам закрывать акаунт и забирать целые 21000 евро

как можно сказать зададим несколько вопросом как будто просто обычная процедура

а потом оказывается что из за каких-то неточностей казино забирает все деньги

как такое может быть

this is how they answered me

they just copy the same thing

no explanation

no one told me that the answer was incorrect and did not clarify

If only I could remember and answer more accurately

but they just asked questions and took the money just like that

вот как мне они ответили

просто копируют одно и тоже

никаких обьяснения

никто мне не говорил что ответ был неверный и не уточнял

так бы я вспомнила и точнее ответила

а просто задали вопрсоы и забрали деньги просто так

Do I understand correctly that your account was blocked after additional verification? Could you please describe in more detail what the additional verification looked like? Was it a videocall or chat? Do you have any recordings of the verification?

I couldn't log into my account anymore

I was told that I needed to make a video call and answer a couple of questions.

directly in the casino chat

after this video call they told me that the account was blocked forever and none of my money would be returned

I did not record this call. I didn’t even imagine that it was possible that the money would be taken from the casino

Yes, and I don’t know how to record a call that is made on the site

I don't understand what's going on at all

played in the casino

blocked

asked a couple of questions

It turned out there were questions about how I made a deposit and so on

I just wasn’t ready for such questions and didn’t think that they would just take away all my winnings

understand me, the casino did not try to clarify the information, but simply took the money

я не могла уже зайти в акаунт

мне сказали что надо сделать видео звонок и ответить на пару вопросов.

прямо в чате казино

после этого видео звонка мне сказали что аккаунт блокируют навсегда и никакие мои деньги не вернут

запись этого звонка я не делала. даже не представляля что такое возможно что деньги заберут в казино

да и я не знаю как записать звонок который делают на сайте

я вообще не понимаю что происходит

играла в казино

заблокировали

сказали пару вопросов

оказалось вопросы как сделала депозит и прочее

я просто не готова была к таким вопросам и не думала что мне просто заберут все выйгрыши

поймите меня казино не пыталось уточнить информацию а просто забрали деньги

Thank you very much, Ulja2002, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, Ulja2002,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rox Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Rox Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw/access the winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, dear player! According to our system, you have violated rules 17.2.3. "You may not access the services of another person using your user data with or without your knowledge" and 17.3.4. "When you violate the Terms and Conditions, we may debit your account for any payments, bonuses or winnings credited as a result of any serious violation". Also regarding the blocking of your account, under rule 10.2.1. "We may block your account, as well as suspend or cancel payments/winnings, in the event of a material violation of the Terms described in clause 10.1" namely 10.1.1 "providing information to third parties".

Dear Branislav, we have sent you all the proofs we have by e-mail you've provided above. Waiting for your reply.

Best regards,

Rox Casino!

You didn’t warn me that these are questions for which you will block me if I answer incorrectly. this is not fair at all

you just said a couple of questions and is it convenient to make a call now?

you can't do that

this is unfair

вы меня не предупредили что это вопросы по которым вы меня заблокируете если я отвечу неверно. это совсем нечестно

вы сказали просто пару вопросов и удобно ли пройти звонок сейчас

так нельзя делать

это нечестно

Dear Rox Casino team,

Thank you for your reply and email with additional clarification.

Could you please look at my last email regarding the matter, and if possible, provide me with as much as you can from the requested details?

Dear Ulja2002,

I was provided with further details and evidence from the casino representative. Those only confirmed the casino's claims presented above and its decision.

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - stated in detail in the casino's post. It is the players' obligation to read and comply with the casino's rules, and you accepted them during registration. These rules, and standard rules governing KYC/verification in online casinos say that it is necessary to complete it in order to withdraw any winnings. Verification video call is a part of the KYC process, and unfortunately, you failed to pass it. Although some questions were answered correctly, there were too many basic casino account details and data for which you stated incorrect information. If there was no bonus used, and the winnings were accumulated only by playing slots using real money exclusively, it would have been a different situation. But that is not the case here. Since you failed to pass the KYC, the casino acted correctly and in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Rox Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru