The player from Germany had a pending withdrawal of 4,000 Euros at X1 Casino. He had received half of his 8,000 Euro winnings but was unable to access the rest due to his account being abruptly closed. Despite his attempts to reach out to the casino's support and his VIP manager, he was given no explanation for the account closure or the delay in payment. We had tried to facilitate communication between the player and the casino but received no response. The complaint was initially marked as 'unresolved' and the player was advised to contact the Curacao Antillephone Gaming Authority for further assistance. However, the complaint was later reopened and resolved after the player confirmed that he had received his remaining winnings.
X1 Casino - Player's payout was only partially paid.
Amount: €4,000
X1 Casino
Safety Index:LowSafety Index
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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
8 months ago
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11 months ago
Translation
Dear Sir/Madam,
It is with great regret and concern that I am writing to you regarding my outstanding winnings and the inexplicable account closure at X1 Casino. It seems that these actions have been taken due to my winning activities, which is incredibly frustrating for me. The way I have been treated as a player is extremely disrespectful and inappropriate. Sadly, there are some casinos which do not hesitate to treat their players poorly and potentially even cheat them.
This matter involves winnings of 8,000 Euros, of which 4,000 Euros have already been transferred to my account. The remaining 4,000 Euros have not been paid to me despite assurances from X1 Casino until the start of December 2023. In view of this situation, I am turning to you in the hope of receiving support.
Despite repeated written requests to forward my outstanding winnings to be processed by the finance department, I have not yet received any response. Moreover, I have made several attempts to contact my VIP advisor. Unfortunately, she only responded once, assuring me that the remaining 4,000 Euros will be transferred by the beginning of December. Since this payment has not been made, I contacted her again, but suddenly, she is no longer responding to my inquiries.
I would like to point out that the casino informed me on November 17, 2023,:
"VIP Stakes/X1
Fr., 17. Nov., 01:47
Hi Pepe,
Good evening,
I just got an update regarding your pending balance in your X1 account, it will be processed within this month.
Wishing you a great day ahead."
I have noticed that the chat staff always responded promptly before I won. However, after I won, it seems as though they are avoiding communication with me.
I kindly ask you for your assistance and resolution to this problem. It is extremely frustrating and disappointing that despite multiple attempts and assurances, I am still waiting for my outstanding winnings.
Yours sincerely,
Pepe
Automatic translation:
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11 months ago
Dear Pepe73,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with X1 Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly your casino account has been blocked?
- Could you please advise how long have you been a player in the casino?
- What games did you play to accumulate your current balance in the casino? (slots, live games)
- Have you received any justification from your VIP advisor, or live chat regarding the delay or the account closure?
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,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
Translation
Hello Tomas,
Thank you very much for your prompt reply. I have been playing at Immediately after a few days my account was closed and I no longer had access to my data. Of course, I immediately wrote to support and asked why was my account blocked? The casino told me there was no particular reason for this, the casino was allowed to block any account at will and so my account was blocked.
I played slots.
My VIP manager got in touch last night and wrote the following to me:
..."I apologize for the late response and the inconvenience the issue has caused you. Let me followup the said amount again to our Finance Team to expedite the process for you.
Kind regards,
.... – VIP Casino Manager
She hasn't told me the reason why my money hasn't been paid out yet. From what I've experienced so far, it doesn't seem like my account will be reopened.
If you require further information, please do not hesitate to contact me.
Best regards
Pepe
Automatic translation:
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11 months ago
Thank you very much, Pepe73, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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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11 months ago
Translation
Thank you very much, if the casino transfers the remaining money, 8ch will notify you immediately.
Best regards
Pepe
Automatic translation:
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10 months ago
Hello, Pepe73!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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10 months 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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10 months ago
We would like to extend the timer for 7 more days, as it seems like we are beginning to establish the contact with the casino.
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10 months ago
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. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 you contact the Curacao Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Pavel
