CasX Casino - La cuenta del jugador ha sido cerrada después de ganar.

Hey casino guru team i played at this casino and won 192 USDT without bonuses or without any scheemes just regulary playing slots like Gates of olympus 1000 or starlight princess 1000 and my account was banned next day , there are no KYC on this website and there is no possible way to communicate with this casino except Telegram , I suggest you guys flag this casino as SCAM , because player is unable to withdrawal anything.

Dear shamejs23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino.

To help us better understand the situation and assist you effectively, could you please provide answers to the following questions?

• What specific reasons were given for your account being banned, if any? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here.
• What date and time did you notice the account was banned?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Hello my account was banned like this morning 1 hour ago , and there are no communication between this casino , because there are no ways to communicate with them.

Thank you very much, shamejs23, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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 shamejs23,

It's Michal again. I have taken over your complaint. I have reviewed your case. According to our findings, the casino used to have a livechat, and there was an option for contacting the casino team, so I will try to reach out to the casino to shed more light on this matter.

We would like to invite CasX Casino to join the conversation.

Dear CasX Casino,

Could you please provide clarification regarding the closure of the player's account and the reasons for the non-processing of their withdrawal? If there are any factors influencing the situation that are not suitable for public disclosure, kindly share them along with any relevant evidence with me at [email protected]

Hello,

The required proofs/documents have been submitted.

Best regards,

CasX Support

Dear CasX Support,

Thank you for your email. I have replied with a few more questions and am looking forward to your response.

Dear shamejs23,

It came to light that the issue arose once again in regards to your gameplay in the Piggy Tap game. The casino team informed me of this: "We have informed them of this and shown them the relevant rules." Do you still claim there was no communication from the casino team to you?

Additionally, even though the casino doesn't necessarily require KYC, they have this mentioned in their T&Cs

Anyway, I have requested more information from the casino team to better understand the situation.

Hello , only chat i had with them was about withdrawal or deposit and after account closure that chat vanished from Telegram , they deleted it by blocking me , and that game which i played didnt show any sights of cheating , its providers fault not players for not fixing their game.

Dear shamejs23,

Although in general we believe that if players play within the boundaries of the game rules and play in a way the game itself allows them, then this should not be held against them. On the other hand, however, if there is any error, glitch, or imperfection in that game and the players gain any unfair advantage because of it, then the casinos are fully within their rights to proceed according to their rules.

In this case, it seems that this rule was applied.

Have you reported the error to the casino team? You do understand that intentionally taking advantage of any error, glitch, or imperfection in that game will sooner or later be noticed, and you will not be eligible for the winnings, right? This is by far not your first complaint where the Piggy Tap slot was involved, which makes me wonder about your true intentions.

Additionally, I have been informed about this:

"The player placed bets, and when they realize they won’t win, they cancel the bet. When we notified him on customer support what he was doing, he wrote 'sorry!' but continued."

Can you please explain that?

Hey Michal , this is not my first time playing that game to be honest , and second of all game is very popular in alot of casinos ,I have never experienced any type of errors which grant me somekind of "advantage" Previously i had errors where game didn't add winnings to account in those cases i just need to swallow bitter and move on when you get robbed , this particular casino Casix claims i had canceled bets? I just put on my computer autoplay and went for a walk outside , there were like 2 times when error from game occured ,but nobody from Casino warned me , can they show or proof that there was warning to me in some chats or notifications? - No , they can't because nobody said anything and to be honest i didnt even pay attention that something was different with balance.

And Michal previous complaints about this game from my side was about the games unpaid money otherwise robbing player , answering your - :This is by far not your first complaint where the Piggy Tap slot was involved, which makes me wonder about your true intentions."

What could posssibly be my intentions when game decides to steal half thousand euros from you? Huh? 🤔 maybe you think i hacked away my balance with my aftermarket Samsung mobile phone?

Dear shamejs23,

I know from previous experience with you that usually you use to select the minimum bet the game alows and sellect infinity autoplay and leave the game go, however, I have received evidence from the casino team that you indeed cancelled the best on multiple occasions as mentioned above, so it is quite hard to believe that it was just a mere coincidence.

Are you still claiming you have not done that?

Moreover, it seems you didn't fully understand my previous response. I was reacting to your previous response as it seemed you were aware that there could be a "glitch" or "imperfection" in the game because you mentioned this: "...and that game which i played didnt show any sights of cheating , its providers fault not players for not fixing their game."

So I kindly ask again, have you reported the error "glitch" or "imperfection" in the game to the casino team? You do understand that intentionally taking advantage of any error, glitch, or imperfection in that game will sooner or later be noticed, and you will not be eligible for the winnings, right?

And Michal previous complaints about this game from my side was about the games unpaid money otherwise robbing player ,

I don't have information about this, it is likely that you were correct here, but it all depends on the actual game logs from the game provider servers, as this evidence takes precedence over any other screenshots, pictures or other information from the player.

Anyway, if, as you say, were robbed of "half thousand euros" because of the Piggi tap game, why are you still playing it in various casinos?

I have requested additional information, along with supporting evidence from the casino team, that should provide me with a better understanding of the whole situation.

I hope to provide a more informed response soon.

Dear CasX Support,

I'm looking forward to your response.

I play that game and other games because i Enjoy it , it doesn't matter if i win or lose , and answering about canceling bets , when i play on phone or computer it goes into sleeping mode almost each 10-15 minutes then i continue , so its not infinity spins , I still need to participate , but as i said i didnt see any errors or bugs that happend , i only started to pay attention when game crashed ,,but i didnt report anything to casino or they didnt report or warn me at that time.

And maybe in matter of fact there was like 10-15 USDT win because of that glitch ,but confiscating everything is insane.

Dear shamejs23,

While I acknowledge your perspective on certain aspects, I still find myself uncertain about some of your responses. It is certainly understandable that you enjoy playing the Piggi Tap game, as you mentioned, but it seems quite unlikely that you would continue to play it if it resulted in financial losses rather than winnings, correct? This situation also suggests that you deliberately choose to play at casinos that still feature this game. While this in itself is, of course, nothing bad, it has been noted that your particular gameplay was already flagged in several casinos, which indicates that you were likely aware of some "glitch" or "imperfection" in the game, and thus, you may have taken an unfair advantage, which falls under the aforementioned rules.

I am still awaiting additional details and evidence from the casino team that I had previously requested, so I am unable to render a final decision as I have not been able to evaluate the entire situation. However, the actions taken by the casino team are somewhat understandable.

In any case, we expect that every casino will provide us with a reasonable explanation and supporting evidence which could help to identify the issue in its entirety and come up with a justified and fair decision.

Dear CasX Support,

I'm still awaiting your prompt response to my email.

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 shamejs23,

As I have mentioned in my previous responses, the casino team previously provided me with information and evidence that raises valid questions, and the actions taken by the casino team are somewhat understandable; however, despite my repeated requests, the casino team has not provided the additional necessary information and evidence for us to independently assess the whole situation. As such, we are currently unable to support the casino’s actions.

Regrettably, the casino team has later become unresponsive, preventing us from taking any further steps. Without sufficient evidence to review, we are unable to conduct an independent evaluation. This lack of transparency does not align with the fair practices we strive to uphold in fostering a just gambling environment for both players and operators. Therefore, we have no choice but to close this complaint as unresolved—insufficient evidence provided by the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru