The player from Germany had his winnings withheld because the casino accused him of playing restricted games during bonus wagering. We ended up closing the complaint as "unresolved" because the casino's decision to confiscate the player's winnings was considered to be against fair gambling.
X1 Casino - Player has a negative experience in the casino.
Black points: 76
Amount: €950
X1 Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.2
X1 Casino has a Safety Index of 4.2, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
1 year ago
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1 year ago
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This casino cheats players by deliberately neglecting the software and programming it so poorly that contrary to what is absolutely standard in all online casinos I know of these days, it allows players who have taken a bonus to play games that are allowed according to the terms and conditions may not be played with bonus money.
Players are not only deprived of their losses here, but the casino also rakes in the winnings of players, probably in rows.
I've made countless deposits at casinos in the Mountberg EV casino group and have never won anything and probably never won anything because I didn't constantly check my selected game against the casino's terms and conditions while playing.
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1 year ago
Dear emailschmaeck,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with X1Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?
Do I understand correctly that due to some games not counting toward the wagering requirement, you wagered less than you intended during gameplay? Could you explain what the disputed value (€950) refers to in this case?
I will be awaiting your reply.
Best regards,
Tomas
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1 year ago
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Thank you for your quick response and offer of help.
The best place to start is with the deposit I made on 2/7/2023 at 9:09:04 p.m. I was offered a second welcome bonus of 100% which I accepted. Before that, of course, I looked on the promotion page for the specific conditions and clicked the "Terms and Conditions" link and read everything through. Since everything was fine, I assumed in good faith that I wouldn't be allowed to run into an open knife. With a lot of luck and for me relatively high bets of 1-2 € and a big single profit of about 700 € I earned a total of 950 € which I wanted to pay out. So I gave my bank details. The software immediately prompted me to undergo the verification process. I also received confirmation via email that I had successfully completed this and would receive an answer as soon as employees have viewed my documents. This then took 2 1/2 days and I was confirmed that I was verified and my withdrawal request would now be processed. The next day I was informed: "Sorry, we had to decline your withdrawal as you breached our terms and conditions by playing restricted games while wagering the bonus."
How brazen can you actually be that you exclude the most popular games on offer when you take a bonus, that information is neither found on the promotion page nor after clicking on the link for the naturally applicable terms and conditions, but only after you have searched the entire website for further links has.
You have to scroll down for a long time to get this information.
The bad thing is that I have previously deposited in various other casinos in this group completely clueless and actually never had a real chance of winning because I violated the terms and conditions without knowing it and nobody said anything to me and only now after I had asked a lot I've lost money, I'm told that I could never have won. And I maintain that this scam and nothing else is, in my eyes, depriving a large number of players of their entire chances of winning. Losses and winnings of players who have deposited in good faith and in reliance on fairness at casinos in the Mountberg BV group are pocketed here. The vast majority of players just don't know it because they don't request a withdrawal because it's hard enough to even walk away with a profit.
In all casinos that I know otherwise, and there are quite a few, the player is not even given the opportunity to play a "forbidden" game because the software simply prevents it. It is also known that the casino arbitrarily excludes games or entire providers for playing with bonus money, but that this crucial information is intentionally hidden and the software is neglected in such a way that players are not prevented or warned of losing their chances of winning, which is not the case take. The casino has my complete data and I feel deeply violated in my human dignity and integrity by this casino. Now I know how it feels after being conned.
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1 year ago
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The website is intentionally set up in such a way that one can safely assume that most players, especially new guests of the casino, unknowingly violate the terms and conditions and from the outset had no chance of winning but never experienced this because there is no payout. If a candidate then manages to do so, the winnings, which are nothing more than the losses of the players who previously played with the same stake, are also collected by the casino. Sure thing that.
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1 year ago
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Here is the introduction again. There was a comma too many for the translation. :
At this casino, players are cheated by deliberately neglecting the software and programming it so poorly that, contrary to what is absolutely standard in all online casinos I know of today, it allows players who have taken a bonus to play games that according to the terms and conditions Bonus money may not be played.
Players are not only deprived of their losses here, but the casino also rakes in the winnings of players, probably in rows.
I've made countless deposits at casinos in the Mountberg EV casino group and have never won anything and probably never won anything because I didn't constantly check my selected game against the casino's terms and conditions while playing.
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1 year ago
Thanks for your explanation and comments, emailschmaeck.
I fully understand your frustration.
We believe, the casinos should enforce the block of the restricted games by software during bonus play or alternatively set the wagering contribution of such games to 0%.
I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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1 year ago
Hello emailschmaeck,
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 an X1Casino representative to join this conversation and participate in the resolution of this complaint.
Dear X1Casino,
Could you please confirm that playing restricted games was the reason for confiscating the player's winnings?
If that is indeed the case, we believe that if a casino wants to restrict players from playing certain games, it should be enforced on a software level and we are convinced that the player should get paid in full.
Please let us know of your statement. Thank you.
Kind regards,
Tomas
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1 year ago
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Many thanks for the answer. Unfortunately, it really is the case that the casino software didn't prevent me from playing a "forbidden game", which would certainly be possible without any problems and is standard everywhere.
The information which games are not allowed can not be found on the promotion website or on the following website with the details of the conditions. You really have to search the website all the way through and once you find it you really have to scroll all the way down to find that information.
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1 year ago
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.
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1 year ago
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Here is the list of games you are not allowed to play and you will only find them if you search hard for them:
5 Lions, 5 Lions Gold, Ankh of Anubis, Betina Bingo, Big Bad Wolf, Black Mamba, Blood Suckers, Book of Dead, Castle Builder, Castle Builder 2, Celebration of Wealth, Coins of Egypt, Cowboys Gold, Creature from the Black Lagoon, Dazzle Me, Dead or Alive, Dead or Alive 2, Demolition Squad, Deuces Wild, Devil's Delight, Diamond Vortex, Doom of Egypt, Eggomatic, Feline Fury, Forsaken Kingdom, Fruit Shop, Fruit Shop Christmas Edition, Gold Volcano, Gonzo's Quest Megaways, Greek Gods, Guns N' Roses, Hercules and Pegasus, Holiday Season, Honey Rush , Hook's Heroes, Hope Diamond, House of Doom , Hugo 2, Immortal Romance , Jackhammer 2, Jimi Hendrix, Jungle Spirit, Koi Princess, Legacy of Dead, Legacy of Egypt, Leprechaun Riches, Lost Relics, Lucky Angler, Max Damage Slot, Money Train 2, Moon Princess, Perfect Gems, Pimped, Planet Fortune, Rainforest Magic, Rainforest Magic Bingo, Reactoonz, Reactoonz 2, Riches of Robin , Rise of Merlin, Rise of Olympus, Robin Hood - Shifting Riches, Royal Masqu erade, Safari King, Sahara Nights, Scrooge, Secret of the Stones, Secrets of Atlantis, Simsalabim, Solar Queen, Sweet Bonanza, Temple of Wealth, The Dog House, The True Sheriff, Victorious, Wanted Dead Or a Wild, Wild O' Clock, Wild Wild Riches, Zombies.
As a paying player, I should always be careful not to play one of these huge amounts of games from a wide variety of providers. How do they imagine that? Should you then compare each time whether the game you want to play appears on this list?
That's probably really unreasonable.
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1 year ago
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I will also complain to the regulator and so on...
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1 year ago
Dear emailschmaeck,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.
As stated above, we can't accept the casino's approach to confiscate your winnings based on restricted gameplay without any sort of warning. The complaint will be closed as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
In case you need any help, please contact me at tomas.k@casino.guru.
Best regards,
Tomas
