The player from Germany has been blocked without further explanation. The player confirmed receipt of the payment, so we closed this complaint as resolved.
X1 Casino - Player's account has been blocked.
Amount: €6,000
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, yesterday I deposited 250 euros without a bonus at x1casino and played very risky, then I was lucky and had 7200 balance, I still played something, in the end I had paid out 6000 euros. First, my payout of 1000 euros was canceled due to technical problems. I should please restart the payout. I have also done this. Went to bed this morning, I try to log into the casino and get a message that my account is permanently banned.
The chat always says that you have no information and pass it on.
I've been playing actively on x1 for 4 months and have deposited around 2000-3000 and paid out more often without any problems but only small profits.
Account is verified.
Unfortunately, I can only show these screenshots because I can no longer log in.
Automatic translation:
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1 year ago
Dear Nexty,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you requested the last successful withdrawal?
Do I understand correctly that you have not received any explanation from the casino regarding this situation? please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello, I received the last payout the day before that, I had deposited 1000 with which I played a bit and was up to 1500. When I was back at 1000, I had the feeling that nothing was going on and the 1000 paid out were back on my chip after 1 hour. On Saturday I then decided to deposit 250 with which I directly bought only super bonuses where I then hit 6300 at serials. Then I played back and forth a little, got down to 4000 and was able to gamble my way back up to 6000, then I decided to cash out. My payout was then canceled with the request to restart it because of technical problems. I did this a few hours later and was banned without an answer.
Now my vip manager reported yesterday and said that they have blocked my account and to check my game history.
I've been playing there for 4 months and have deposited around 2000-3000 and paid out a few times. But never big sums.
The chat said that my 6x 1000 payout is still pending and I have to wait for the verification.
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1 year ago
Translation
I sent them all the histories by email lg
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1 year ago
Thank you very much, Nexty, for your cooperation. 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
Translation
Thank you then I'll wait for tomas.
I have also been in contact with the chat several times, but they cannot provide any information and I have now written to my vip manager twice, but no reaction since Sunday.
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1 year ago
Hi Nexty,
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.
Can you please provide any reasons why the player's account has been blocked? What is the current status of verification?
Thank you.
Best regards,
Tomas
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1 year ago
Translation
Hello, I just got the information from X1 manager that my account will be permanently closed but according to the terms and conditions they still want to pay out my money
0/6000 so far I'll get back to you as soon as I've received the first payout lg
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1 year ago
Dear Nexty,
Thank you for the information. I will wait for you to update me on the payment status.
Kind regards,
Tomas
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1 year ago
Translation
Still nothing as I'll get back to you tomorrow.
0/6000
Too bad
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1 year ago
Translation
My account has now been unblocked and payments are being processed. As the review now seems to be finally over.
0/6000 will of course contact me as soon as I receive the first payment.
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1 year ago
Translation
Apparently I have reached my weekly limit due to the payment before that, the next 2000 should come by April 28th, I ask you to send the timer longer, everything is fine at the moment as long as the payments are coming, but please leave the case open 🙂
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1 year ago
Dear Nexty,
Thank you for updating me on the situation. Of course, I will keep the complaint open until you receive the payment in full.
Kind regards,
Tomas
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1 year ago
Translation
Thanks Tomas,
so I have now received 3000/6000 from 🙂 now I have to wait another 1 week please leave the case open thank you 🙂
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1 year ago
Dear Nexty,
Sure. I'm extending the timer by 7 days. Let me know once you have received another payment.
Kind regards,
Tomas
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1 year ago
Translation
Received everything, can be closed thanks
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1 year ago
Dear Nexty,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
