X3Bet Casino - Pelaajan tiliä tarkistetaan parhaillaan kotiutuksia varten.

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.

Guten Tag, mein Konto bei dem oben genannten Casino ist seit dem 16.3 in einer Überprüfung. Meine Auszahlungen wurden storniert und der VIP Kunden Dienst kann mir nicht helfen. Ich habe am 14.3 auf einen Bonus eingezahlt, der Bonus war 200€ , mir ist es gelungen mit ganz viel Glück und einen Jackpot Gewinn den Bonus umzusetzen. Ich glaube das ist der Grund für die Überprüfung. Nachdem ich den Bonus umgesetzt hatte wurde dieser reduziert um eine 4stellige Summe und es blieben noch 1000 zum auszahlen übrig. Damit spielte ich weiter und hatte am Ende einen gesamtgewinn von 4200. Da ich hier nicht weiter komme bitte ich sie mir zu helfen meine Gewinne auszuzahlen. Ich bin bereits verifiziert in diesem Casino und hatte nie Probleme daher verstehe ich das jetzt nicht.

Bitte helfen sie mir.

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

I only played slot machines

I can't log in.

Ich habe nur Spielautomaten gespielt

Ich kann mich nicht einloggen

This week's bonus was a reload bonus with a 50% casino bonus and 50 free spins.

Der Bonus war dieser Woche reload Bonus mit 50% Casino Bonus und 50 freispiele

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

Yes, of course 😊

Ja natürlich 😊

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.

My account is fully verified and nothing further was requested.

Mein Konto ist komplett verifiziert und es wurde nichts weiter angefordert.

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.

No, I still don't have access to the account and can't withdraw my winnings. It's still about €4200.

Nein, ich habe nach wie vor kein Zugriff auf das Konto und kann und konnte meine Gewinne nicht abheben. Es geht immer noch um 4200€

Please contact the casino and help me withdraw my winnings. Thank you.

Bitte kontaktieren sie das Casino und unterstützen sie mich das ich mein Gewinn abheben kann. Danke

I 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.

Diese E-Mail habe ich nun erhalten und bin fassungslos . Ich möchte umgehend meinen erspielten gewinn ausgezahlt haben und die Lizenz Behörde wissen die für das Casino zuständig ist.

According to the licensor, the casino is obligated to pay out winnings.

Laut Lizenzgeber ist das Casino verpflichtet Gewinne auszuzahlen.

I 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.

Ich fordere das Casino auf mir unverzüglich meine Mühevoll erspielten Gewinne auszuzahlen. Das Casino hat nicht das Recht die Gewinne einfach einzubehalten , dies ist räuberisch und Betrügerich.

Ich habe den Casino Bonus in Stunden langer Arbeit, mit mehreren Pausen ( weil es so anstrengend für die Augen ist und man irgendwann nur noch verschwommen sieht) umgesetzt in Echtgeld und somit sind die Gewinne rechtmäßig meine und damit auch auszuzahlen.

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

Hello 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

Hallo Barbora und danke für ihre Nachricht. Sie sind meine letzte Hoffnung da das Casino die Kommunikation mit mir ablehnt.

Tausend Dank

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.

Hello 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

Hallo Barbora und danke für die Nachricht ich hoffe das sie die Angelegenheit schnellstmöglich klären können und das Casino mir mein rechtmäßig gewonnenes Geld auszahlt .

Besten Dank

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

I don't have a duplicate account with them. What's going on? Please pay out my winnings.

Ich habe kein Duplikat Konto bei ihnen. Was soll das. Zahlen sie mein Gewinn aus.

I'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.

Ich bin so sauer und fassungslos das können sie sich gar nicht vorstellen. Wie ein Casino agiert nur um Gewinne nicht auszuzahlen ist absolut unangemessen und rechtswidrig.

Ständig wird was anderes behauptet, Erst hieß es, machen sie sich keine Sorgen es ist eine ganz normale Kontoüberprüfung nach 6 Wochen hieß es die Gewinne werden einbehalten, weil ihn mein Spielverhalten nicht gefällt und jetzt erzählen sie mir das ich ein Duplikat Konto habe. Das glauben sie doch selbst nicht.

Ich habe nur ein Konto bei ihnen und Punkt. Ich habe mich letztes Jahr registriert und verifiziert und war immer zufrieden und jetzt so ein Theater weil ich Mal etwas gewonnen habe, das ist nicht in Ordnung. Ich verlange ja auch nicht meine Spielverluste zurück.

 Und Duplikat Konten dürften systemisch gar nicht möglich sein, hiermit weise ich sie auf den Spielerschutz hin. Das ist eine ganz miese Masche, damit man irgendwas hat um Spielern den Gewinn zu nehmen. Das ist unfair und räuberisch.

 Ich weiße noch Mal darauf hin das ich in keinster Weise die AGBs gebrochen habe, das ich nur ein Konto habe und das sie laut ihrem Lizenzgeber verpflichtet sind mir meinen rechtmäßig erspielten Gewinn auszuzahlen.

The 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.

Alleine die Anzeige ist schon eine Täuschung, wenn unter dem Login steht.

Melden sie sich mit einem anderen Konto an.

Das ist eine Masche und hat mit Fairness nichts mehr zu tun. Damit suggerieren sie das sie sich mit einem anderen Konto anmelden können.

Normalerweise müsste hier ein Warntext stehen, wo der Spieler darauf hingewiesen wird, das es zu dem Verlust der Gewinne führt.

Player protection and fairness from Casino Guru,

Casinos should adhere to this.

Spielerschutz und Fairness von Casino guru,

Daran sollten sich Casinos halten.

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.

I 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.

Ich habe keine zwei Konten und Punkt. Da gibt es auch keine Beweise. Ich würde nie meine Gewinne riskieren wegen so ein Quatsch. Also zahlen sie mein Geld aus. Das sind mittlerweile zwei Monate, die ich mich hier rumschlagen muss.

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

I don't have a duplicate account!

That is not true.!

I demand payment of my winnings, period!

Ich habe kein Doppel Konto!

Das ist nicht wahr.!

Ich fordere die Auszahlung meiner Gewinne und Punkt!

Dear 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

Liebe Barbora, bitte helfen sie mir mein rechtmäßigen Gewinn zu erhalten.

Ich versichere ihnen das ich kein Doppel Konto habe und meine Gewinne nie riskieren würde wegen sowas.

Ich habe Angst das irgendwelche Beweise gefaket werden nur um Gewinne nicht auszuzahlen.

Bitte prüfen sie diese Beweise ganz ganz genau.

Danke

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.

Hello 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.

Hallo Barbora und danke für deine Nachricht.

Nein, in meinem Haushalt hat keiner außer mir ein Konto bei dem Casino. Ich lebe mit meinem Hund und Sohn ( Sebastian) in einem Haushalt.

Familienmitglieder ist ein Wort was schwer definiert werden kann. Ich weiß das mein Schwager sporadisch und sehr selten Mal hin und wieder im Casino spielt. Ob er in dem Casino ein Konto hat, müsste ich fragen.  

Was aber denke ich wichtig ist, die Adresse. 

Ich erkläre ihnen Mal wie die klarastrasse 12 baulich aufgebaut ist. Es gibt ein Vorderhaus und ein Hinterhaus auf der klarastrasse 12 mit insgesamt 8 Wohnungen. Ich wohne im Hinterhaus und mein Schwager im Vorderhaus. Die Adresse ist aber die selbe, da man für den Neubau (Hinterhaus) keine neue Hausnummer machen konnte. 

Ich könnte mir natürlich vorstellen, dass dieser Umstand den Casino ein falschen Eindruck vermittelt. 

Aber trotzdem liegt hier nach meinem Ermessen kein Doppel Konto vor.

Ein Doppel konto bedeutet für mich, wenn ich auf meinem Namen mehrere Konten erstelle und diese aktiv nutze. Sowas mache ich aber nicht.

Und ich habe mir von Casino Guru den Beitrag zu diesem Thema mal durch gelesen und fand diesen sehr informativ. Damit man auch nichts falsch macht. Den ich möchte meine Gewinne ja auch nicht verlieren wegen so ein Quatsch.

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

Dear 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.

Liebe Barbora,

bitte helfen sie mir, Ich heul gleich.

Das kann doch nicht wahr sein.

Ein gleicher Nachname ist doch kein Grund für den Entzug der Gewinne. Es gibt Nachname die in gewissen Regionen Verhältnismäßig oft vorkommen ohne das Verbindungen zu den einzelnen Personen vorhanden sind.

Zum weiteren...

Es ist unverhältnismäßig solch ein Umstand als Duplikat zu bewerten. Und sollte als Fairness schon systemisch nicht zugelassen werden. 

Ich habe mein Konto seit Dezember 2025 wurde erfolgreich verifiziert und war ein aktiver Spieler.

Mein Schwager registrierte sich im Februar 2026, spielte 2, 3 mal und hörte wieder auf. Also kein aktiver Spieler. 

Wichtig wäre hier, er hat die Verifizierung in diesem Casino erfolgreich abgeschlossen ohne das er des Verstoßes bezichtigt wurde. Spätestens hier hätten sie darauf hinweisen müssen, das es zu den Verlust und Schließung des Kontos führt. Haben sie aber nicht. 

Erst nach dem ich Mitte März etwas Geld gewonnen hatte, kommen sie zu den dubiosen Entschluss mir das Konto zu sperren und den Gewinn zu konfeszieren. Das ist unfair und räuberisch. 

Selbes Passwort, das ist sehr interessant und macht mich nachdenklich und sauer. Ich und meine Schwester, also die Frau meines Schwagers hatten als Kinder eine Puppe die so hieß, da wir sehr eng verbunden sind haben wir dies Mal als gemeinsames Passwort genutzt. Das mein Schwager genau das Passwort für das Casino nutzt ist einfach nur Zufall, aber kein Beweis. 

Ich werde persönlich aus der Passwort Thematik meine Konsequenzen ziehen und dieses nicht mehr verwenden und bin persönlich entsetzt das er das kennt.

Gleiche Spiele? Übereinstimmende Spielmuster? Auch das ist kein Grund für die Schließung des Kontos. Natürlich empfiehlt man Spiele, die man selbst gut findet aber ich kann mir nicht vorstellen das wir beide genau die selben spiele gespielt haben, alleine schon weil ich querbet durch den Spielekatalog gehe und viel aktiver spiele, gespielt habe als mein Schwager. 

All ihre Darlegung sind kein Grund die Gewinne einzuhalten. 

Nochmal, Spieler-Schutz und Fairness :

Sie haben mich einzahlen lassen und spielen lassen ohne darauf hinzuweisen das es nach mir eine Registrierung einer anderen Person mit selber Adresse gab die zum Verlust der Gewinne führen kann. 

Woher soll ich das denn wissen!

Spieler-Schutz und Fairness:

Sie haben mein Schwager einzahlen und spielen lassen. Dann haben sie ihn erfolgreich Verifiziert und jetzt nehmen sie mir den Gewinn weg. Das ist Betrug und rechtswidrig. 

Nochmal, ich habe und werde nie irgendetwas machen um meine Gewinne zu riskieren.

Und Recht muss unbedingt Recht bleiben um sicher spielen zu können.

Ich habe nichts falsch gemacht und möchte dies nochmals unterstreichen.

Disqualification 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.

Aberkennung der Gewinne und Kontoschließung, aufgrund zwei verschiedene, in seperaten Haushalten lebenden Personen, mit jeweils erfolgreicher Verifizierung mit gleicher Adresse?!

Also, dass Vorgehen des Casinos in diesem Fall steht nicht im Einklang mit dem fairen und transparenten Geschäftspraktiken.

Für ein sicheres Spielumfeld für Spieler und Casinos, ist es unerlässlich das ein Casino Maßnahmen ergreift um zu verhindern, dass Spieler mit gleicher Adresse sich registrieren und einzahlen können.

Und ehrlich gesagt, aus Sicht der Fairness und des Verbraucherschutzes ist dies verwirrend und unfair gegenüber den Spielern.

Akzeptiert das Casino Einzahlungen und Verluste, sollte es auch deren Gewinne auszahlen.

Im Nachhinein Gewinne abzuerkennen aufgrund der Wohnadresse verstößt gegen das Fairplay- Prinzip.

Hello Barbora, I sent you two emails.

Best regards

Hallo Barbora, Ich habe ihnen zwei E-Mails geschickt.

Liebe Grüße

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.

Thank you Barbora for the reopening and your efforts.

dearest greetings

Danke Barbora für die Wiedereröffnung und ihrer Bemühungen.

Liebste Grüße

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

Hello,

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

Hallo,

Eine erneute Prüfung in einem so kurzen Zeitraum, scheint mir sehr unwahrscheinlich.

Was genau haben sie denn in ein paar Stunden geprüft haben wollen ???

Und da sie sich immer wieder auf den Abschnitt 3.2 in ihren AGBs beziehen, möchte ich sie kurz darauf hinweisen, dass sie gegen ihre eigenen AGBs verstoßen.

Denn sie haben es Technisch zugelassen, das sich eine weitere Person mit selber Adresse auf ihrer Website registrieren und spielen kann.

Wäre das technisch gar nicht erst möglich, dann wäre jetzt die Situation nicht gegeben und das müssen sie unbedingt einräumen, den dies ist ein Fehler von ihnen.

Und ganz ehrlich,...

Es ist ja nur ein Problem für sie, weil es nun um ein Gewinn geht, den die Spielverluste scheinen für sie ja in der Zeit, das (von ihnen eingestuften Doppelkontoverstoßes), in Ordnung gewesen zu sein. Und das ist ja, wie sie verstehen müssen, ziemlich unfair.

Und ganz ehrlich, die Spieler die mit Absicht Casinos versuchen zu betrügen, sei es mit Erstellung von mehrfach Konten zum Bonusmissbrauchs und was es da noch so alles gibt. Die Wenden sich sicherlich nicht mit einer Beschwerde an Casino guru. Die suchen sich ein neues Casino und machen weiter.

Bitte prüfen sie nicht nur technische Daten Blätter sondern auch die Situation und das Problem in seiner Gesamtheit. 

Vielen Dank 

Dear 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.

Liebes Casino,

Ich nehme die in Ihren Allgemeinen Geschäftsbedingungen festgelegten Bestimmungen zur Kenntnis und verstehe das es nur Einer Person pro Haushalt gestattet ist sich zu registrieren und zu spielen. Es widerspricht jedoch den fairen Spielpraktiken, wenn sie zwei Spielern mit gleicher Wohnadresse erlauben, sich zu registrieren, Einzahlungen vorzunehmen, zu spielen und Verluste zu erleiden, während sie erst nach einem Gewinn auf diese Regeln hinweisen. 

Wenn automatisierte Systeme, die den Zugang, die Registrierung mit identischen Adressdaten von vornherein einschränken, ist der Schutz der Spieler auch gewährleistet.

Meiner Ansicht nach ist es angemessen zu erwarten, dass Gewinne ausgezahlt werden, wenn ein Spieler seine korrekten persönlichen Daten, einschließlich seiner Wohnadresse, angibt, sich registrieren, einzahlen und am Spiel teilnehmen kann, ohne Einschränkungen zu umgehen, und anschließend durch normales Spielvergnügen Gewinne erzielt. In diesem Fall haben beide Spieler zudem die KYC-Verifizierung erfolgreich abgeschlossen, und Auszahlungen wurde bereits bearbeitet.

Unter Berücksichtigung dieser Umstände erscheint die gegenwärtige Vorgehensweise schwer mit den Grundsätzen einer fairen und transparenten Behandlung vereinbar. Ich bitte Sie daher höflich, Ihre Position erneut zu überdenken und zu fairen und transparenten Praktiken zurückzukehren.

Vielen Dank 

PS. Ihr Sicherheitsindex liegt bei 5.9, ( unter dem Durchschnitt) bitte erlauben sie sich selbst diesen zu verbessern.

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.

Hello Barbora and thank you for your message. I have already sent you an email.

Thank you very much and best regards

Hallo Barbora und danke für ihre Nachricht. Ich habe ihnen bereits eine E-Mail geschickt.

Besten Dank und liebe Grüße

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

Dear 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

Liebes Casino.

Ihre AGBs:

3.2. Es ist nur ein Konto pro Person, pro Haushalt/ Adresse und pro IP- Adresse zulässig.

Diese Formulierung sagt deutlich aus das eine Person pro Haushalt/ Adresse UND IP Adresse spielen darf. Die Formulierung, Haushalt/ Adresse UND IP Adresse ist in dem Wortlaut kombiniert, da es ja auch Wohngemeinschaften gibt, die zwar unterschiedliche Namen aber gleiche Adressdaten haben.

Hier handelt es sich aber um zwei verschiedene Haushalte und nicht ein gemeinsamer Haushalt.

( Beide Konten gehören zu unterschiedlichen Haushalten und haben ihre eigenen IP Adressen)

Also kann kein Verstoß vorliegen, da es sich um zwei unterschiedliche Haushalte und Personen handelt, auch wenn ein Nachname identisch ist sind dennoch unterschiedliche Daten vorhanden die durch erfolgreicher Verifizierung beider Konten bereits von ihnen genehmigt wurden.

Unterschiedliche Daten 

Bank Konto ( es besteht keine Verbindung zu den Konten)

Geburtsdatum 

Telefonnummer 

E-Mail Adresse 

IP Adresse/ Geräte 

Ausweis 

Ihre Erklärungen beziehen sich ausschließlich auf den gemeinsamen Nachnamen und Passwort, dies wurde bereits klargestellt und belegen keinesfalls eine Verstoß gegen das Duplikat Gesetzes.

Beste Grüße

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