X7 Casino - Player experiences payout refusal after winning.

Hallo liebes Team, ich habe jeden Tag bei X7 Casino einen 100% Bonus, der zuerst 150 Euro Echtgeld nutzt und dann erst den Bonus nutzt, wenn dieses weg ist. Ich habe 4 Euro Spins in der Slot Wild Wild West gemacht und 1200 Euro gewonnen, mit dem Echtgeldteil und diesen natürlich direkt ausbezahlt und nicht weitergespielt, bis der Bonus getriggered werden sollte. Ich mache diesen Bonus häufiger, da ich ihn eben jeden Tag habe. Nun beruft sich das Casino auf ihr Recht das gewonnene Geld nicht auszuzahlen und sie wollen lediglich die 150 Euro zurückzahlen. Ich brauche Hilfe und hoffe auf Möglichkeiten mich zu wehren.

Vielen Dank und freundliche Grüße

Julian K.

Dear Juliankraft887,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a link or a screenshot of the bonus you activated and played with?

Could you also kindly send me your gaming history in Excel format from the day you won the 1200€? You may request this document directly from the casino and then forward it to me at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hallo, ich habe ihnen eine E-Mail gesendet.

Grüße

Thank you very much, Juliankraft887, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Juliankraft887 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask X7 Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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.

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 Kahnawake Gaming Authority (complaints@gamingcommission.ca) 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.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter