X7 Casino - El retiro del jugador es rechazado debido a problemas con la bonificación.

Hello,

I played at X7 Casino and won approximately €1,250.00. When I requested a withdrawal, it was completely rejected on the grounds that I had allegedly played prohibited games such as "Reactoonz," "The Dog House," "Wanted Dead or a Wild," and "Legacy of Dead" while I had an active bonus.

However, I would like to clarify the following:

✅ I played with real money first.

✅ After my real money was used up, the bonus was activated automatically without me consciously confirming it again and without any clear visual demarcation.

✅ The casino did not technically block the so-called prohibited games; they were selectable and playable as usual – there was no warning in the game or in the betting window.

✅ It was therefore not apparent that I was in bonus mode or that a certain game would lead to the loss of all winnings.

✅ The provider mixed my real money and bonus balance – so there was no clear transition for me as a player.

✅ Now the casino refuses to pay out completely, instead of at least considering winnings from the real money phase.

I've already contacted the casino and demanded a fair re-evaluation, but received only standardized responses that simply referred to the terms and conditions. My specific concerns—automatic bonus activation, lack of blocking of prohibited games, and mixing of real money and bonus funds—were not addressed objectively.

I consider it unfair and non-transparent to completely deny players winnings if:

🔹 a bonus is started automatically,

🔹 prohibited games are still available and are not blocked,

🔹 no clear warning is given and

🔹 there was no clear distinction between the real money and bonus phases.

I am requesting Casino.Guru's assistance because I am convinced that this winnings were handled unfairly and that I am at least entitled to the legitimately earned real money winnings.

Thank you in advance for your help.

Best regards

A. ****

Hallo,

ich habe beim X7 Casino gespielt und einen Gewinn von rund €1.250,00 erzielt. Als ich eine Auszahlung beantragt habe, wurde diese vollständig abgelehnt mit der Begründung, dass ich während eines aktiven Bonus angeblich verbotene Spiele wie „Reactoonz", „The Dog House", „Wanted Dead or a Wild" und „Legacy of Dead" gespielt habe.

Ich möchte jedoch Folgendes klarstellen:

✅ Ich hatte zuerst mit Echtgeld gespielt.

✅ Nachdem mein Echtgeld aufgebraucht war, wurde der Bonus automatisch aktiviert, ohne dass ich ihn bewusst erneut bestätigt habe und ohne klare optische Abgrenzung.

✅ Das Casino hat die sogenannten verbotenen Spiele nicht technisch gesperrt, sondern sie waren ganz normal auswählbar und spielbar – es gab keine Warnung im Spiel oder im Einsatzfenster.

✅ Es wurde somit nicht erkennbar, dass ich mich im Bonusmodus befinde bzw. dass ein bestimmtes Spiel zum Verlust aller Gewinne führen würde.

✅ Der Anbieter hat mein Echtgeld und Bonusguthaben vermischt – somit war auch kein klar nachvollziehbarer Übergang für mich als Spieler erkennbar.

✅ Nun verweigert das Casino die Auszahlung vollständig, anstatt zumindest Gewinne aus der Echtgeldphase zu berücksichtigen.

Ich habe das Casino bereits kontaktiert und eine faire Neubewertung gefordert, erhielt jedoch nur standardisierte Antworten, in denen man pauschal auf die AGB verweist. Auf meine konkreten Punkte – automatische Bonusaktivierung, fehlende Sperrung von verbotenen Spielen und Vermischung von Echtgeld und Bonusguthaben – wurde nicht sachlich eingegangen.

Ich halte es für unfair und intransparent, Spielern Gewinne vollständig abzuerkennen, wenn:

🔹 ein Bonus automatisch gestartet wird,

🔹 verbotene Spiele trotzdem verfügbar sind und nicht geblockt werden,

🔹 keine eindeutige Warnung erfolgt und

🔹 keine klare Abgrenzung von Echtgeld- und Bonusphase erkennbar war.

Ich bitte Casino.Guru um Unterstützung, da ich überzeugt bin, dass der Umgang mit diesem Gewinn nicht fair erfolgt ist und ich zumindest Anspruch auf die rechtmäßig erzielten Echtgeldgewinne habe.

Vielen Dank im Voraus für Ihre Hilfe.

Mit freundlichen Grüßen

A. ****

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with X7 Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was your account blocked as a result of the alleged breach of the casino's rules?
• Was your account verified in the past?
• Have you withdrawn winnings from the casino in the past?
• Have you ever encountered a situation in this particular casino where a game was restricted for you when you attempted to launch the game?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for your feedback

1. My account has not been blocked.

2. Yes, my account is verified.

3. No, no payout yet from this casino.

4. No, I was not informed that it was prohibited. Neither in terms of the bet (bet never higher than €5) nor in terms of the game selection. Normally, games are blocked or excessive bets are blocked in other casinos during the bonus period.

Vielen Dank für die Rückmeldung

1. Mein Konto wurde nicht gesperrt.

2. Ja mein Konto ist verifiziert.

3. Nein noch keine Auszahlung bei diesem Casino.

4. Nein, ich wurde nicht darauf hingewiesen das es verboten ist. Weder beim Einsatz ( Einsatz nie höher als 5€ ) noch bei der Spielwahl. Normalerweise werden die Spiele gesperrt oder ein zu hoher Einsatz blockiert in anderen Casino's während dem Bonus.

Thank you very much for providing the necessary information. 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 Alex7798 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask X7 Casino 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.

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

Best regards,

Peter