Casino-X - Las ganancias del jugador fueron confiscadas.

I'm a player from Russia. I registered on this site on January 24th and 25th. I made a deposit of 5,428 rubles. I played roulette and slots, and my balance reached 50,000 rubles. I tried to withdraw and then was told to go through verification. I sent all the requested documents and waited a month for their response. Today, all my winnings were confiscated for an unknown reason. The casino is not making contact. Help me.

Soy un jugador de Rusia. Me registré en este sitio el 24 y 25 de enero. Hizo un depósito de 5428 rublos. Jugué a la ruleta y a las tragamonedas y mi saldo llegó a ser de 50.000 rublos. Intenté retirarme y luego me dijeron que pasara por la verificación. Envié todos los documentos que me pidieron y esperé un mes su respuesta. Hoy todas mis ganancias fueron confiscadas por una razón que desconozco. El casino no hace contacto. Ayúdame

Dear aneyjaylene42,

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.

• Do you currently have access to your casino account?
• Could you please advise if you received any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

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

I have access to my account. They told me to withdraw my deposit after which they will block my account

I have successfully passed the verification

I have not used any bonuses

Thank you very much for your reply, aneyjaylene42. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

i send it to ur mail

and post here

Thank you very much, aneyjaylene42, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you aneyjaylene42 for providing us with all the information. I hope we'll be able to resolve this issue together.

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

Dear aneyjaylene42,

I have tried to contact the Casino-X 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 Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) 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

We’ve reopened this complaint at the request of Casino-X. We received the following message:

aneyjaylene42 and forum administration, greetings!

We apologize for the delayed response. Unfortunately, we did not receive a notification about this complaint.

We would like to inform you that the winnings were voided due to a violation of the casino rules, specifically clause 10.1.5: entering into or attempting to enter into collusion, and/or intending to directly or indirectly participate in any collusion scheme with another player during gameplay on the Website.

We would like to note that, in accordance with clause 10.7 of the rules, we have the right to conduct reviews of gaming sessions. As a result of such a review, the game provider reported a violation.

As a result of the identified violation, the game balance was reduced to the amount of the deposit in order to process its payout, after which the account would be blocked.

Sincerely,

Casino-X

Thank you for the update Casino-X representative. Would it be possible to provide me with evidence of collusion? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

The information has been sent to your email.

Sincerely,

Casino-X

Thank you for providing me with the information Casino-X representative.

Dear aneyjaylene42, the casino has provided me with the evidence of opposite betting with another user in the casino network from the game provider. This constitutes a clear violation of the casino's terms and conditions and fair play policies. For that reason, we will reject your complaint.

Thank you for your understanding.

Kind regards,

Peter