The player from Germany had his account at X1 Casino closed after he had grown his balance to 5700 euros from a deposit and bonus. The casino had offered to refund his initial deposit but did not provide a reason for the account closure. The player, who had been close to meeting wagering requirements, believed the casino had closed his account to avoid a significant payout. Despite our team's attempts to resolve the issue and reach out to the casino for clarification, the casino did not provide the requested evidence and necessary information. We had advised the player to contact the gaming authority.
X1 Casino - Player's account closed during wagering process.
Black points: 1,000
Amount: €5,700
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
Justified complaint
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I deposited 300 euros at x1 casino on the 28.9 and received a bonus of 75 percent (225 euros of bonus cash).
2nd deposit: 75% bonus up to €300, with a minimum deposit of €50 + 20 free spins on the game Mystery Joker.
https://x1casino.com/promotions/astral-wins
Unfortunately, I wasn't able to win with the real money. My balance with the bonus reached 5700 euros and I'd already wagered 6000 out of 9000 euros, leaving only 3000 euros to wager.
Suddenly, I was logged out and was unable to log back in.
I received a notification that my account was permanently banned.
Upon asking in live chat, I was told that my account was permanently banned: "Your account was closed as per Management's decision," according to the live chat.
The following paragraph was given to me in the live chat:
11. Account Termination
X1Casino reserves the right to permanently deactivate your account at any time and for any reason at its own discretion. The balance in your account at the time of termination will be credited to your credit/debit card and/or mailed to you via check, wire transfer, or money order.
They offer me to return my deposit of 300 euros.
The 5700 euro bonus with a remaining wager of 3000 euros was canceled because my account was banned.
If I had one more hour before my account was banned, I could have finished the wager and asked for a payout of at least 5000 euros.
In my opinion, the casino intentionally banned my account when I was about to finish my wager.
This way they wouldn't have to pay out my significant winnings of at least 5000 euros.
If I hadn't won with the bonus, my account wouldn't have been banned, and they would have let me continue to deposit.
I consider this behavior to be extremely criminal and predatory.
They let me deposit until I could finally win a large amount and then banned me shortly before I could finish my wager to get rid of me and avoid paying out (I could definitively have withdrawn at least 5000 euros in the end).
I am fully verified and this was not my first withdrawal.
I feel cheated and hence have started this complaint and hope you can help me.
Automatic translation:
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1 year ago
Hello fowi30,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with X1 Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Does the bonus you used have any maximum withdrawal limit? Did you receive the refund of your deposit from the casino since your account is closed? When was the last time you spoke to the casino and what was it about? Did they specify the exact reason of blocking your account?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
-I have been fully verified for more than half a year
-no maximum withdrawal limit
-I have a live chat protocol that I would like to send to you by email. Please give me an email address to send
-No refund of the deposit yet and the account is still banned
(I don't want my deposit back but my bonus which was 5700 euros and wager progress 6000/9000 3000 wager left)
-I was not given any reasons why my account was banned
just the following: your account was closed as per Management's decision
and that you have the right to do so at any time. The following paragraph was mentioned to me here:
11. Account Termination
X1Casino reserves the right to permanently deactivate your account at any time and for any reason at its sole discretion. The balance in your account at the time of account termination will be credited to your credit/debit card and/or sent to you by check, wire transfer or wire transfer
Since there was no real money in the account at the time the account was closed, the casino says they just have to give me my deposit back and my bonus of 5700 euros has been canceled
If they had blocked the account 1 hour later, my bonus would have been implemented and they would have had to pay out more than 5000 real money, which I would then have had in the account
From my point of view, the casino deliberately blocked my account when I had 5700 euros in bonus money in my account in order to prevent a large payout.
In my opinion, this behavior is seriously criminal and predatory
Automatic translation:
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1 year ago
Hello fowi30,
Please forward the mentioned proof you have regarding the case to nikolas.b@casino.guru.
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1 year ago
Translation
Hello
why has there been no update for almost 2 weeks?
Automatic translation:
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1 year ago
Hello fowi30 and thank you for the e-mail sent. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hi fowi30,
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 X1Casino 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
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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
Dear fowi30,
I'm currently trying to get in touch with the casino's representatives internally. Therefore, I'm extending the timer by another 7 days to see what can be achieved.
Thanks for your patience.
Kind regards,
Tomas
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1 year ago
Dear fowi30,
I will be investigating the case with the casino's representatives internally. I'm now extending the timer, and I will keep you updated on any developments.
Kind regards,
Tomas
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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
Dear fowi30,
As I'm still waiting for the casino's representatives to respond, I will extend the timer once more. If they fail to respond and provide the requested information, I'll be forced to close this complaint as unresolved.
Thank you for your understanding.
Kind regards,
Tomas
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1 year ago
Dear fowi30,
After conducting an investigation with the casino's representatives internally, it appears that they have stopped responding and also failed to provide the requested evidence and necessary information. Unfortunately, without their cooperation, there isn't much that can be achieved.
We support your side on this issue. We cannot agree to the cancellation of your bonus funds at such a high wagering stage without a valid reason. We understand that this may not be a satisfactory solution to your problem. However, the casino's approach could be altered by the decrease in ratings caused by unresolved complaints. If the casino decides to take action, we will reopen the complaint and send you a notification via 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 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
Casino.Guru
