RX Casino - Player’s account is closed and withdrawal is delayed.

Hello! I have been playing at rxcasino for a couple of months. Is verified and withdrawn.

When I wanted to withdraw a larger amount of money, they requested that I submit even more documents. Which I did (about 8 days ago). Now the account is closed for games I can log in but not play or withdraw..When I contact them they say that the finance department will review my new documents.

What can I do??

Dear Linkong,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided?
• Have you provided all the required documents in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello! I have provided all the documents they want.

Bill, id card, bank card, id card with selfie.

Everything they want.

Thank you

Thank you very much for your reply, Linkong. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Linkong,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you very much, Linkong, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.

Hello, Linkong,

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.

In the meantime, while we wait for the casino's response and clarification, can you please provide me with the following information:

• Did you fill out your personal details in the casino account correctly, and do these details fully match the details on your ID or other documentation provided to the casino upon the KYC process?
• Do you have only 1 account at the casino, or is it possible you had a gaming account at RX Casino in the past, or that someone around you also have an account at RX Casino, which could possibly link your account to another account at the casino, based on any data similarities or matches?
• Did you access the casino website only from your country of residence, or did you, at any point, access it from a different country or use any tool to alter your actual location, and if so, what tool, and how did you do it?
• What type of games did you play the most often? Did you use any bonuses, and were your disputed winnings accumulated with a bonus?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the user's situation in more detail?

I saw the email you sent to my colleague Kristina a few days ago. If it suits you better, feel free to reply with the additional information to my email regarding the matter that I sent a while ago as a reaction to the email communication in question. We would definitely need more details.

Thank you.

Hi! I have submitted all the documents and have previously withdrawn winnings. When I was going to withdraw a larger amount of money, my account was locked. They also asked me to submit additional documents, which I did. Now I am not getting any replies from them via email. I get in touch and chat with them almost every day and they then tell me to wait until I receive an email from them.

Even the previous vip manager is no longer responding.

My games are live black jack. I have not used any bonuses or any other tools. I have only played in Sweden and via the same mobile.

Thank you very much for helping me. Best regards Viktor

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.

Dear All,

The account was suspended in accordance with the Terms and Conditions accepted by the player during registration. Our internal fraud monitoring systems detected access patterns strongly indicative of the use of technologies designed to obscure the user’s true geographic location—specifically proxy services. This constitutes a direct violation of Section 3.4 of our Terms, which explicitly prohibit the use of VPNs, proxy services or similar tools to falsify or mask a user's real location.

As per Section 6.3, the Company reserves the right to suspend or terminate accounts without prior notice if a breach of Terms is suspected. In alignment with Section 6.4, account balances may also be withheld or canceled pending a full investigation, especially where required to uphold the integrity of our platform.

Additionally, as referenced in Sections 5.2 and 6.3, our fraud detection processes are confidential by design, and we are under no obligation to disclose specific mechanisms or thresholds to the user, as doing so could compromise the effectiveness and security of our systems.

The user`s identification documents were under review by our Finance and Risk teams. Please note that the verification process could require additional steps, that is why the user was requested additional documents in a framework of our policy.

Please note that we take these matters seriously and apply our procedures consistently and in accordance with our legal obligations and operational policies.

For your reference, we have attached screenshots demonstrating the use of proxy service from the player’s side, which formed part of the evidence that triggered the suspension (first screenshot - you can see the user`s IP, second - the screenshot from the tool to check the player`s use of our service. We can see the same IP of the last entrance of the user on rx.casino that is on the check results).

We hope this explanation provides sufficient clarity. Should you have any additional questions or require further documentation, we remain at your disposal.

Kind regards,

Compliance Department

RX Casino 

Hi! I've only played through the same mobile..have no idea what a proxy service is. A completely normal player who has made both deposits and withdrawals. Haven't been to Gothenburg during this time. Even if I have been, can you play wherever you are? Hope you fix my problem as soon as possible. All documents have also been submitted. How do we proceed now so that I can get my account reopened?

Regards, Viktor

Greetings all,

Thank you for your replies and additional information.

Dear RX Casino Team,

I have a few more questions to clarify the situation and to justify your decision.

• If the user successfully withdrew his winnings from the casino in the past, it means the casino already reviewed his account in the past; was using a proxy not a problem before or when the user was losing his deposits at the casino in the past? Should the casino not refund all his deposits during the period when he was using a proxy, if it was prohibited, and the casino was aware of it? Or, did he start using a proxy later/recently, and therefore, it was not an issue before? If so, can you provide relevant evidence to support that?
• Although we will not ask you about further details regarding the casino prohibiting proxy, detecting tools, and/or detecting possibly fradulent activity, since (for example) some internet providers automatically offer proxy services or there are browsers which include this option automatically - for security reasons for users - what exactly did the user commit by using proxy, regardless of using it intentionally/unintentionally? What an unfair advantage did he gain by playing this way, or how did it help him to accumulate the disputed winnings?
• Do I understand correctly that there are no other findings besides the fact that the user accessed the casino website using a proxy?
• Users who use proxy intentionally, to hide something, or to avoid being detected by the casinos' systems usually do it due to some ulterior purpose or abuse, which also definitely unhide more than just a use of proxy itself, and in case the user breached other rules (not that the casino has only a suspicion, but it is able and willing to prove it), we would need further details and/or sufficient clarification for something he committed at the casino. Can you please be more specific about anything else (besides only proxy using itself) he did, and provide us with the relevant evidence?
• If the allegation/suspicion is related only to proxy (IPs/location from which the user accessed the casino website), can you confirm that he used only Sweden IPs to access the casino website, and if so, what is the problem with different IPs if they all were within the allowed country or from the country he resides in?
• If the proxy was intentional or with the purpose of abuse or gaining an unfair advantage, can you please provide more evidence confirming (for example) a 3rd party software/tool used and other parameters that were also altered and possibly made the detection on the casino's side impossible? I believe the casino has advanced tools for detecting fraudulent activity, and reviews also players' other data, as only using a proxy itself does not automatically mean abuse or unfair advantage for users, as it relates only to their IPs.

Of course, we do not require the additional details and/or supporting evidence to be exposed or shared publicly. Feel free to send everything relevant to my email (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you.

Still haven't received any information via email.

This casino refuses to respond when you want to make a larger payout.

Hopefully they open the account soon so justice prevails.

Regards, Viktor

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.

Dear Linkong,

Unfortunately, since we have not received any further or relevant response from the casino regarding the issue, and they stopped cooperating to fully resolve the matter, we cannot continue with the process, and based on the available information and details, without further clarification or supporting evidence we requested, we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Anjouan Gaming - AOFA) and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Once the casino decides to change its mind about cooperation, the casino representative can reopen this complaint anytime, and you will be notified about it via email.

Best regards,

Branislav, Casino.Guru