A player from Germany received a VIP bonus and met the wagering requirements, only to have her winnings canceled because she allegedly played a forbidden game. She claimed the game was not listed as forbidden at the time and sought to have her winnings reinstated. The complaint was rejected due to the player's lack of response to our messages and questions, preventing further investigation.
X7 Casino - Player’s winnings have been confiscated.
Amount: €725
X7 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.
4.1
X7 Casino has a Safety Index of 4.1, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
Hello, I'm from Germany but I'm currently unable to change my country. On July 8th, I received a VIP bonus at the mentioned casino with a specific wagering requirement. I fully met this requirement and subsequently won the aforementioned amount. Afterward, I requested a withdrawal, and my account was successfully and fully verified. Today, I received an email stating that my winnings were canceled on the grounds that I played a game listed as forbidden. I had reviewed the terms and conditions beforehand, as I always do, particularly concerning this game. Until today, this game was not listed. Now, suddenly it is. Additionally, the email from the VIP manager stated that all 57 providers are allowed to be played. In other casinos, slots are marked with a warning as soon as you open them with a bonus. It's the same here. So why didn't I receive a warning when playing Book of Dead, and why was I able to play it without issue? I have not violated any terms and I would like an explanation and my winnings reinstated. I have kept the email.
Best regards, Katja
Automatic translation:
Public
Public
5 months ago
Dear elle2203,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify if Book of Dead was the only game you played with this bonus?
Could you kindly forward me the email with the bonus offer you activated? My email address is veronika.l@casino.guru. Please include all the other evidence, including any communication with the casino customer support, that could be relevant to our investigation.
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
