X1 Casino - Player's winnings were confiscated.

IN FRENCH :

Bonjour,

Je joue régulièrement sur ce casino, j'ai demandé un retrait suite à un gain de grosse somme (dépot 10 euros, solde de 356 euros) lundi, j'ai donc demandé mon retrait et j'ai reçu comme réponse : " Bonjour, Veuillez noter que votre demande de retrait a été refusée car votre bonus n'a pas été misé dans son intégralité, comme indiqué dans nos Termes et Conditions : Montant misé : (€50.40 / €800.00). N'hésitez pas à faire une nouvelle demande de retrait ".

Donc je joue un peu et une fois arrivé à 300 euros je souhaite consulter mon wagger, sur mon profil je vois bien "pas de wagger, solde réel" du coup je contacte le service client (screen à l'appui) qui m'affirme que je n'ai plus de wagger et que je peux demander à retirer mes sous.

Quelques jours plus tard, on me dit retrait annulé car je n'ai pas respecté les termes en vigueur soit disant que j'ai utilisé le principe de "bonus hunt" alors que pas du tout, c'est au début, j'ai déclenché un bonus sur une machine (j'avais même pas 10 euros sur le casino), et le bonus chargeait en boucle et ne se lancait pas. Du coup j'ai joué sur une autre machine en attendant avant de revenir sur celui ci une fois qu'il fonctionnait (rien à voir avec mes gains, j'ai gagné genre 5 euros sur ce bonus bref...) ensuite je monte à 30 euros et je gagne 330 euros sur une machine. En plus de ça ils m'ont instantannément banni de leur casino et ne m'ont même pas remboursés mes 10 euros de dépôt.

Que puis je faire ? 

Sachant qu'ils m'ont bien indiqués mon wager (par mail) et ont donc ensuite chercher une excuse bidon pour annuler mes gains....

IN ENGLISH :

Good morning,

I play regularly at this casino, I requested a withdrawal following a large sum gain (deposit 10 euros, balance of 356 euros) on Monday, so I requested my withdrawal and I received the response: "Hello, Please note that your withdrawal request has been declined because your bonus was not fully wagered, as stated in our Terms and Conditions: Amount wagered: (€50.40 / €800.00). withdrawal request".

So I play a little and once I have reached 300 euros I want to consult my wagger, on my profile I see "no wagger, real balance" so I contact customer service (screen in support) who affirms me that I have no more wagger and that I can ask to withdraw my money.

A few days later, I was told withdrawal canceled because I did not respect the terms in force, saying that I used the principle of "bonus hunt" when not at all, it was at the beginning, I triggered a bonus on a machine (I didn't even have 10 euros on the casino), and the bonus loaded in a loop and didn't start. So I played on another machine while waiting before coming back to this one once it was working (nothing to do with my winnings, I won like 5 euros on this brief bonus...) then I go up at 30 euros and I earn 330 euros on a machine. On top of that they instantly banned me from their casino and didn't even refund my 10 euro deposit.

Knowing that they told me my wager (by email) and therefore then looked for a bogus excuse to cancel my winnings....

What can I do ?

Dear boskoyann,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which bonus you activated? If possible, post here a link to the offer you redeemed.

Additionally, please post here, or forward me the message in which the casino accused you of bonus hunting. My email address is kristina.s@casino.guru.

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

Hello, the bonus is "intergalactic monday" on x1 casino, but btw they accuse me to do a "bonus hunt" but i did not even do one. I told them just let my account i will finish the wagger (in proof that i don't want to break their wagger)...

Ty

Thank you for your reply, boskoyann. Did you recently activate any other bonuses? Has the casino clarified what is considered by them as "bonus hunting"?

Yes they told me by mail that i apparently kept a bonus, down to 0 and then open my bonus to finish my wagger instantly. First : i never did that. Second : i told them by mail that i just wanted to know how much i was in my wagger progession. Because in the first time they told me " you have still XX% of wagger, you can't withdraw your 300 euros" and after this, i just played like 70 euros and asked them how can i know my wagger because in my profile and with chat live they told me that i finished it.

Thank you very much, boskoyann, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Than kyou Kristina i will wait your collegue comeback.

I am a fair player i hope i will have my money back !

Have a good day

Hi boskoyann,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite X1Casino to the conversation to participate in the resolution of this complaint.

Good morning,

Yes, there's nothing to worry about, I'm perfectly open to discussion with them, I'm a fair and honest person. I've never abused their rules or anything else, as evidenced by my e-mail exchanges proving my desire simply to finish my wagger so I can withdraw my winnings. 

What's more, the support team initially e-mailed me the progress of my wagger (even though it was already finished, according to the live support team, even though I suspected there was a problem, which I didn't cause!)

What's more, they banned me almost immediately and didn't even give me my bet back (in addition to not giving me my winnings...), which I find shameful and disrespectful for a casino I used to like.

I'm claiming my winnings because I respect casino rules, because if he'd simply told me to continue my wagger and leave my winnings on hold I'd naturally have played him, because I'm an understanding person, but now it's disrespectful to ban me when I'm showing good faith, and on top of that to take away my stake and my winnings.

In short, I'm waiting for them to get back to me and I'd like to thank you for taking the time to look into my case. Many thanks Peter!

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.

They weren't very honest about it, and didn't take responsibility for the different positions taken by the support and after-sales departments. I suppose they'll turn a deaf ear because if they don't, they know I've done nothing wrong and will have to refund me. Too bad, I thought this casino was reputable!

Hi boskoyann,

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 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 (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter