X7 Casino - Player's winnings have been confiscated.

I have been playing with X7 casino for a few months now depositing over €2600 Euros, during that time I have had two wins of which I was waiting for my KYC documents to be submitted and approved.

As soon as I had finished the KYC the casino contacted me to tell me I had been verified and shortly after sent me an email saying that they were cancelling my winnings-

"Hello Susan!

Thank you for reaching out. I understand your concerns, and I’d like to provide clarity regarding the action taken on your withdrawal.

As per our finance team’s investigation, your gameplay was found to be associated with strategy gang patterns, which is a violation of our terms and conditions. While I understand this situation may be frustrating, this serves as a final warning from the casino. If similar activity is detected in the future, your account may be permanently blocked.

Unfortunately, winnings tied to such gameplay cannot be returned, and losses are not refundable under these circumstances, however we adjust your balance in your initial deposit made.

We take fair play seriously to ensure a safe and enjoyable experience for all players. If you’d like further clarification, feel free to refer to the terms and conditions agreed upon during account registration.

Have a day that you deserve!

Regards,

X7 Casino"

I dont even know what a strategy gang is? Nor how me gambling relates to a gang? Its left me very confused and upset and is effecting my mental health. I thought they were a good casino. I always deposit around the same amount and play on the same game "money cart 2" as it is my favourite.

Please help me get back the money that x7 casino has wrongfully taken away from me

Dear susanobrien091,

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 confirm that you have passed the KYC verification?

Could you please specify the bonus you accumulate your winnings with?

Have you inquired with the casino about the strategy gang patterns?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

I have indeed passed the KYC verification- It was the same day that I passed my verification that they cancelled my winnings!

I believe it was a 100% reload bonus and a 50% reload bonus that I accumulated my winnings with.

I have copied and pasted my email communication with the casino to you via email. When I asked about what a strategy gang was they havent replied since.

Thank you in advance for any help you can give me

Dear susanobrien091, could you please specify the games you played?

Has anyone from your household or using the same IP address created an account at this casino? Do you know anyone who has an account there?

Hello!!

I just played my favourite game, Money Cart 2

Im not aware of anyone from my household using X7 im not entirely sure how far an IP spreads but I guess not?

Thank you very much, susanobrien091, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.

Dear susanobrien091,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an X7 Casino representative to join this conversation and participate in resolving this complaint.

Dear X7 Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

Dear susanobrien091,

I have contacted the casino representative outside of the complaint thread and I am awaiting their response. Let's hope they will respond here as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

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

Best regards,

Stefan, Casino.Guru