Rox Casino - Player's account has been blocked.

Good day

My name is Nichifor.

I found ROX Casino bonus offer on Your website, so 9 october i registered at ROX Casino and made deposit with a welcome bonus. I played slot games and won 3480 EUR. After that I made withdraw request.

After a few minutes my account was blocked, so i tried to contact ROX Casino to figure out what going on.

ROX Casino told me I need to make a online video-call.

I told them I do not speak russian or english language, ONLY romanian language.

ROX Casino told me that I have to find a translator that can translate my answers from Russian to Romanian language.

My friend know both languages so me and my friend (together) completed ROX casino video-call.

Today ROX Casino told me that my account cannot be unblocked because I violated 10.1.

Dear ROBU,

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

Has your account been verified?

Could you please specify what the topic of your video call was?

Kindly forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

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

Yes, my account was verified.

ROX Casino arranged an interrogation. Topic was many questions about my profile and my gaming activity. 

As I mentioned ROX Casino allowed me to invite a translator. So we both were during this video call.

ROX Casino requested a video, and after i sent , they requested video call.

Thank you very much, ROBU, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.

Hi ROBU,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Rox Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Hello, Nichifor! 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".

If necessary, we are ready to provide all evidence to a representative of Casino Guru in any way convenient for them.

Best regards,

Rox Casino!

Dear Rox Casino,

Thank you for the information. Kindly forward all the relevant evidence to my email address: tomas.k@casino.Guru

Please let me know once you do so.

Kind regards,

Tomas

Dear Casino Guru, I received email from ROX Casino "Also, if you can only answer in Romanian, when communicating with the operator you will need to use a translator who can duplicate your answers in Russian." , so my friend who knows both languages translated my answers during video call..... But now ROX Casino states that 17.2.3. "You may not access the services of another person using your user data with or without your knowledge" . This seems very strange , they allow a translator , and use 17.2.3. rules to block my profile and NOT pay any winning. Very tricky scheme.

Casino Guru please review this.

Hello dear player and Tomas!

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

Best regards,

Rox Casino!

Dear ROBU,

After a thorough investigation of all relevant information and reviewing the verification call, we can confirm that the decision of the casino in this case was justified. There are clear signs proving that the person in the name of which the gaming account in question was held is not the person who has used the account and/or the person who submitted this complaint. With that being said, we believe that this complaint is unjustified and thus, are rejecting it.

The casino acted correctly and within its terms and conditions.

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 any other casino. We are here to help.

Thank you very much, Rox Casino, for providing the information and your cooperation.

Best regards,

Tomas