Lex Casino - Player's account has been closed for alleged fraud.

23.08 registred at lexcasino site.

made deposit

played only slots

made withdraw

account closed

asked the reason, in chat asked to make video call verification

I accepted to video call

after few days account opened

made few withdraws

again closed account

later.. received email that "Your profile has been checked. The account is blocked for fraud in accordance with clause 11.1.2, 11.2, 11.2.1

using any systems (including machines, computers, software or other automated systems such as bots, etc.) to predict the results of the game, place bets and any other actions that may affect the result of the game; Winnings are debited."

If possible please do anything. It is real absurd, that I can use some bots or sowtware to predict winnings in slots...

Dear Diiana,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you're facing with your account being blocked and the accusation of fraud.

To better understand your situation and assist you, could you please provide some more details?

• When your account was reopened after the initial video call verification, did the casino provide any further explanation for the second closure?
• Have they provided any additional evidence or details supporting their claim that automated systems were used?

If you have any relevant communication, screenshots, or further details regarding your withdrawals and the casino’s responses, please feel free to forward them to petronela.k@casino.guru. These details will help us investigate the matter further.

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,

Petronela

Hello, I tried to contact support and ask about this situation, but they said that account are closed and this is final decision. I can not understand how I can use some software or something like this when I played slots..

When your account was reopened after the initial video call verification, did the casino provide any further explanation for the second closure? After I passed video call, casino after few days opened account, then I do not played, I start to withdraw winnings, and after few hours account was closed.

Have they provided any additional evidence or details supporting their claim that automated systems were used? Can not understand, what I can provide.. When I started to ask about this reason, they said that decision is final. I asked to double check, but they said no, this is final.

Hi Diiana,

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru before we contact the casino directly?

Thank you very much.

Hello, I just have emails from my and casino site. Live chat are not saved.

and the reason is visible here:

Thank you very much, Diiana, 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, Diiana,

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 the casino representative to join this conversation and participate in resolving this complaint.

Dear Lex Casino team,

Could you please explain the player's situation in more detail? Why exactly has the user's account been blocked/closed? Have her winnings been confiscated?

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

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

We would like to ask the casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I ask casino to review my situation. I think here we have big error, I do not know about some special software or something liek that, I ask to review my situation please!

Hello, dear player and Casino Guru representatives! Player’s account has been blocked due to paragraphs 11.1.2:

The following activities are prohibited and shall be considered a material breach of these Terms:

·        Use of any system (including machines, computers, software or other automated systems such as bots etc.) designed specifically to forecast game results, make bets, and perform any other activities that may affect game results;

As well as 11.2.1:

We are entitled to block your account as well as to suspend or cancel payments/winnings:

·     If you violate the terms described in the Art. 11.1;

All the details will be sent to branislav.b@casino.guru.

Best regards,

Lex Casino!

I only played slots. How can I use what programs to influence the game. This is complete nonsense. I wonder how objectively the casino guru can consider this complaint. If we are talking about what program that can give a win in slots. Maybe the casino guru will tell what we are talking about, some crazy nonsense

The most absurd situation. I went to the slots that are displayed on the website of this casino. I got my winnings just by playing the slot. what kind of software could it be? casino guru or this is a casino, please, someone answer what we are talking about. how the program can influence or predict the result of the slot.

Greetings all,

It depends on several factors/circumstances, Diiana. It could have been a game marked as a slot but it did not have to be actually a classic normal slot, or you could have used a bug in some of the games you played, intentionally or unintentionally, but it gave you an unfair advantage and significant winnings thanks to that anyway, and that would definitely be not alright or such winnings would be considered invalid. And, there are many more things that could mean you gained an unfair advantage in some game(s). However, for understandable reasons, I will not share further details because it could serve as a manual for random visitors/players on how to abuse online casinos...

Unfortunately, I have not received further information from the casino yet, or at least I could not find anything besides one email with a previous update without relevant details. Therefore, let's wait for the casino to get back to me with the relevant details/requested evidence.

Thank you for your patience and understanding.

Dear Lex Casino Team,

Can you please let us know about an update and whether you managed to gather all the necessary info/details regarding the matter?

In case I overlooked anything important, can you remind me when exactly you sent it and provide me with a date and time you sent the email, or resend it once again and let me know once it is done so I can check it?

Also, I will reply to your last email in a while.

Thank you. Looking forward to hearing from you.

I see you slightly paraphrased the accusation that I received from the casino. The casino wrote that I was using some kind of software. You're saying that I could have accidentally used a bug. These are completely different situations. and here you have already taken the side of the casino. the casino specifically wrote that I used some kind of software that helped me win, without even trying to figure it out, I asked them to look at the situation again, but they told me that I was a fraudster. Although I just went into the slot and played. But when I received the winnings, they first requested a video call, which I immediately completed. but then I was blocked for another reason. A very logical conclusion comes from this. This casino is looking for any loopholes so as not to give winnings to players. The complaint has been open for a month now, but no one is in a hurry to solve anything.

What's next? The casino will supposedly prove that I, as a player, entered the slot and if I was lucky, is this using a bug? and you will quickly close the complaint. There's something absurd going on here.

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.

Hello, dear player and Casino Guru representatives! Thanks for providing us with some extra time on this case. The incident repost has been sent to email branislav.b@casino.guru.

Best regards,

Lex Casino!

Greetings all,

Thank you for your email and the details, Lex Casino. Can you please look at my last email and answer additional questions?

Dear Diiana,

I am sorry if it sounded like I slightly paraphrased the accusation that you received from the casino. Basically, I did not have further details from the casino at that time, and those were only examples, from other similar cases from the past, where players were not aware of technical errors in games, etc. I used words like "it could have been" or "you could have used a bug/intentionally or unintentionally". I am writing in English and the system automatically translates my posts into your language, so maybe there are some discrepancies in translations, however, there was nothing that could indicate we side with the casino.

In the meantime, while I am waiting for another email from the casino, can you please explain in detail the way you played at the casino? What device did you use and how exactly did you open the game(s) you played at the casino? It would be great if you could describe the process of loading/accessing the game(s) and any additional apps/add-ons/software you used.

Based on the last email and details from the casino, you likely did not play in a regular way. So, now we would like to know how exactly you played. To be honest, for now, I am not completely sure what advantage it could have given you, and it actually did not have to mean any game results forecasting or affecting them. However, we would like to know as many details regarding your play as possible since as I mentioned, you did not play in a regular way, so not providing sufficient explanation and details could mean you provide us with incomplete/misleading information, which is not completely alright if you expect our help in resolving the matter. I only require a clear and truthful explanation.

Once the casino replies to my email and I know more, you will be informed about news and updates here.

Thank you. Looking forward to hearing from you.

Hello. very slippery situation. as I understand it, you are trying to accuse me of something, but you are not making accusations. You asked the casino for evidence that I used some kind of software. proof not received or received? You can 100% find out how and what I played in the casino. I only played one video slot game. What specifically are you interested in? I logged in from my laptop, just through Google Chrome, I didn’t launch any additional software (I can’t even imagine what kind of software we might be talking about, maybe you can write what you’re talking about). you are saying that I am misleading or lying about something. this is also very strange. the whole history of my game is in the casino. I can't log into my account and show you this. ask the casino for all this. I just went in and played slot games. I’ll say it again, I don’t understand what your questions and hints about some kind of fraud are about. I read your strange explanations about my situation, and I don’t understand what I should talk about here.

I can tell you how I played. I went in and registered on the website. I can’t say exactly the time, since two months have already passed or more. but maybe within 5 minutes I made a deposit in TRX. after that I went to the slot from the GAMEART provider. slot name SHINING ROYAL 40. I made a bet of 40 euros, I won about 730 euros. I used the GAMBLE function, as far as I remember, I took the diamond suit, the winnings became 4 times higher, and then I took the diamond again. As a result, I took the winnings of about 12800. Questions about my game were then asked in the verification video.

The casino closed me for using some programs. But in fact, for 2 months the casino cannot provide evidence of the reason that I was blocked.

It’s very strange that I’m blocked for violating something I don’t know, and then you tell me that I violated something, without saying what. say that I am trying to mislead someone, but what is the essence of this and where am I trying to do it. I answer all the questions you asked. Before that, I answered all the questions in the casino verification video.

The essence of the situation is that the casino closed my account, indicating the reason. Now it turns out that they have no evidence. But you are writing a strange message in which you cannot understand the meaning. You ask me to explain something, but what exactly? I played the slot that this casino provides. I don’t understand what kind of software we’re talking about, predicting the outcome of a slot, or what we’re talking about here in general. This is all completely incomprehensible to me. just like your message.

this casino is an absolute misunderstanding and fooling people

I do not used any special software. Standart Google Chrome browser... I do not know what to explain here from my side. I said all details what is possible.

Hello, dear Branislav! Unfortunately, we haven't received any reply from you. Could you please send it once again?

Best regards,

Lex Casino!

Dear Lex Casino,

The email was resent a while ago.

Please check it and answer it or feel free to inform us about the casino's final decision here.

Thank you.

Dear Branislav, could you please send it to representative@royal.partners? I haven't received anything from you.

Best regards,

Lex Casino!

Dear Branislav, we'll contact you via Skype.

Best regards,

Lex Casino!

Thank you very much for connecting with me outside the thread.

Can you please look at my last message on Skype and provide us with the casino's final decision regarding the user's winnings?

Thank you. Looking forward to hearing from you.

Greetings all,

Just letting you know I am still waiting for more details and/or additional supporting evidence from the casino outside the thread. Therefore, the timer was extended again for the casino representative.

In the meantime, I will try to discuss the matter internally and will share the results once I have any relevant.

Thank you for your patience and understanding.

Hello, dear player and Casino Guru representatives! We have provided the available information regarding the player. At this time, the decision to block the account is not subject to appeal, as the player violated our rules regarding third-party software. The player's account remains permanently blocked, and the winnings have been forfeited.

Best regards,

Lex Casino!

I played only slots and as I said, I can't even imagine what kind of software could possibly exist to influence winnings in slots. I think this accusation is so stupid.

I think that such software does not exist in general. I ask the party that is considering this complaint to answer clearly. Do you know that there are programs that change the results of the game in slots or programs that can predict the result in slots.

This is the strangest situation. And when I was blocked for this reason, I asked support to double-check the situation, because I was just playing slots. And I can't even imagine what kind of violation the casino is talking about. But they immediately answered me that no, and that there will be no review. As if I am not a casino player, but an enemy.

Greetings all,

After an internal discussion with the team, until further details/evidence is provided, we decided to side with the complainant in this case.

Currently, I am waiting for additional information from the casino representative outside the thread or confirmation about their final decision.

Dear Lex Casino Team,

Waiting for your response or confirmation outside the thread.

Thank you.

Hello, dear player and Casino Guru representatives! The decision to block the player and void the winnings was made based on the official response from the provider, which confirmed the use of third-party software. Additionally, this decision aligns with Rules 11.1.2 and 11.2.1, which strictly prohibit the use of any third-party programs.

Best regards,

Lex Casino!

Greetings all,

I am sorry for the delay.

I would like to only inform you about updates.

In the meantime, the matter was discussed in detail internally with the team, and there is still ongoing communication between me and new contacts representing the casino outside the thread, where I am trying to gather more details from the casino and about its decision.

Therefore, I am extending the timer for myself/casino.guru and will share any relevant news and updates here once I have any.

Thank you for your patience and understanding.

Alright, just to provide the update - I am still in contact with the casino representatives outside the thread, probably different ones from the casino representative who commented directly on this thread.

To keep track of the complaint processing time, I am setting the timer for the casino, and waiting for the requested details and updates outside the thread.

Hello,

Extending the timer for the casino, waiting for news/updates regarding the matter from the relevant casino representatives outside the thread.

Once I have anything relevant, I will share it directly here.

Thank you for your patience and understanding.

The casino thinks that everything is clear and I am cheater, that I used some software that predicts the results of the game, or changes (something similar to a time machine, or I am a world-class hacker).

And so what we see is that the situation has been sorted out for three months, where in the end no one told me what the matter was. Is irregular play(you play slots and got win) a reason to take the player's money? Casino guru, you are only extending the casino's time... The casino has already said that it will not review anything. Some provider confirmed that the time machine exists and Diana used it. What is going on here? Is it possible to get at least some adequate information (after three months of sorting out the situation, passing video verification with strange questions).

I understand your frustration, Diiana. However, as I mentioned above, I am in contact with different casino representatives outside the thread, and they assured me the matter was again forwarded to the game provider for a thorough investigation because I informed the casino that we do not agree with the confiscation of your winnings based on the applied rule and an explanation they provided, while the provider did not literally confirm it.

If nothing was happening there, the case would have already been closed.

Please, let's stay patient and positive, and provide the responsible casino representatives with some more time to gather the necessary information/details I requested outside the thread. Unfortunately, it currently depends on the process on the game provider's side, which may take longer.

Thank you for your infinite patience and understanding. I sincerely believe we will be able to close the case with a clear result soon.

Another timer for the casino is ending. In the previous post you write that the provider did not confirm the violation. Although a month ago (4 weeks ago) the casino wrote that the provider confirmed this. In fact, at the moment it is not even clearly formulated what I violated. Just playing a slot on the casino website. A completely incomprehensible situation that has been going on for 3 and almost 4 months or 5 months, I have already lost the understanding of time. And YOU write so that I do not worry and so on.

So what did I violate by playing the slot from the GAMEART provider. If I violated the use of the slot, then the casino removed this slot from the ones provided on the site? Today I went to different casinos and this slot works exactly the same at many other casinos.

It is objectively clear that the casino is simply lying

Dear Diiana,

Alright, let's be a bit clearer. The provider confirmed (that is the relevant and credible evidence) that you did not play in a standard way, indicating a 3rd party software was used while you played. The casino representative mentioned applied rules above - rules governing the use of 3rd party software.

On the other side, it was not completely confirmed what an unfair advantage you gained by playing this way or how the casino's/the game provider's system was abused by playing this way, whether it could have influenced the game results. In addition, the applied rule does not completely fit the reasons the casino tried to explain to me outside the thread. Therefore, I asked the casino for more details and/or a thorough investigation, which was possible only in cooperation with the game provider. So it took some time to gather everything necessary.

Recently, the casino representative contacted me outside the thread with additional information from the game provider. However, my questions were not answered and not all the requested details were provided.

Now, I will discuss the matter again with the casino representative outside the thread and internally, regarding our recommendation and the casino's final decision. Therefore, I am sincerely sorry, but now I am setting the timer for myself, and I will inform you about relevant news/updates once I have any. Unfortunately, the timer will be extended by a longer period due to the upcoming holiday season.

Just to let you know about the current update after reviewing the additional information from the casino - we side with you, and if the casino cannot provide us with any further details/evidence proving more than the unclear circumstances so far, we will probably insist on refunding/paying your disputed winnings.

Thank you again for your patience and understanding.