RX Casino - La cuenta del jugador ha sido cerrada.

After I won, they blocked my account. They claimed that irregularities had been discovered in my account. I can't explain what this is, and they haven't responded to me since.

Sie haben nachdem ich gewonnen habe mein Konto gesperrt. Als Begründung wird behauptet, es wurden unregelmäßigkeiten in meinem Konto entdeckt. Ich kann mir nicht erklären was das sein soll und sie antworten mir auch nicht mehr.

Dear michizockt321,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you more effectively, could you please provide us with the following details:

• What types of games did you play shortly before your account was blocked? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

I only played slot machines. The winnings came from the deposit bonus, and I've already made several withdrawals. I passed the KYC.

Liebe Veronika,

ich habe nur Spielautomaten gespielt. Die Gewinne wurden mit Einzahlungsbonus erzielt und ich habe davor schon mehrmals Auszahlen können. Ich habe KYC bestanden.

Could you please specify which slot games you played?

Also, kindly send me a link or a screenshot of the bonus you activated and played with.

https://rx.casino/promotions/cas-welc-bon

Here's the third bonus. I played the 888 Dragons slot from Pragmatic Play.

https://rx.casino/promotions/cas-welc-bon

Hier den dritten Bonus. Ich habe den Slot 888 Dragons von Pragmatic Play gespielt.

Thank you very much, michizockt321, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear michizockt321,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from RX Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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 michizockt321,

I would like to inform you that representatives from RX Casino have reached out to us with the intention of assisting in the resolution process. As communication with them is still ongoing, I will be extending the timer to allow for further assessment and progress.

I will keep you updated on any developments as they arise.

Thank you for your continued understanding and patience.

Dear michizockt321,

After thorough communication with the casino representatives, I would like to share the outcome of your complaint.

According to the information provided by the casino, your account was permanently closed due to violations of their terms and conditions - specifically, the use of a VPN, accessing the platform from a restricted country, and suspected multi-accounting. Unfortunately, due to GDPR regulations, the casino declined to disclose any technical evidence to support these claims.

I presented our position in line with our Fair Gambling Codex, which clearly states:

"It is not acceptable to let players gamble if a casino knows that they are from a restricted country and if the casino plans to refer to the rule about restricted countries whenever a player requests their first withdrawal. This is completely against the rules of fair play, as the casino is knowingly letting a player wager money without a chance to actually win something in return.

Many casinos claim that this is difficult or impossible to implement into their systems, but it is simply about comparing the player's country of residence with the list of restricted or allowed countries; therefore, we do not consider it to be that difficult on a technological level."

Many casinos argue that restricting access from banned countries is technically challenging. However, simply comparing a player’s country of residence with the list of permitted countries should be a straightforward task. Therefore, we do not accept this as a valid excuse.

In this case, the casino did not enforce geographical restrictions through an IP block, allowing you to register, deposit, and play freely from Germany. Based on this, we believe that voiding your winnings only at the time of withdrawal was both unjustified and disproportionate.

Regarding the use of a VPN: while this can be a legitimate reason for account closure when it is used to circumvent restrictions, the absence of an IP-block on the casino’s website suggests that no such circumvention occurred.

Despite our efforts to advocate for a fair resolution, the casino has remained firm in its decision, which they consider final. Therefore, I regret to inform you that we must close this complaint as unresolved.

I understand this is not the outcome you were hoping for. However, please be assured that your complaint - and others like it - do contribute to lowering the casino’s overall rating, which may encourage them to reevaluate their practices in the future.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the license badge displayed at the casino's website footer. They have additional tools and options to assist players in these situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo