Complaint #48 Casino X

Casino X withdrawal delay

By Mikafika

1 year ago

I researched Casino X before deciding to try the site for my sports bets. On March 7, 2025, at 18:29, I made an initial deposit of €100 to explore the platform and check the variety of sports markets and betting options available. Impressed by what I saw, I placed my first bet and then topped up my balance with an additional €1,700 at 18:32.

I spent some time gambling, mainly on sports betting, and after an evening and the following morning, I noticed that my account had been restricted from placing larger bets. That was fine—I understand that gambling sites often limit winning customers, and I’ve experienced this before. In situations like this, the options are usually either to withdraw the full balance or keep it and switch to playing casino games.

I decided to withdraw my entire balance, starting with a €2,496 withdrawal on March 8, 2025, at 12:34, followed by another €220 withdrawal on March 9, 2025, at 08:23, bringing my balance to zero. The reason for two separate withdrawal requests was that I had pending bets that won after the first withdrawal.

However, it has now been over seven days, and I’m still waiting for my money. This is absolutely disgraceful! Customer support keeps responding with the same copied-and-pasted template, telling me to wait, without providing any real clarification. I need answers.

Let me be clear—I am already fully KYC-verified.

This situation needs to be resolved. A reputable casino site (at least what I thought it was) should not be handling withdrawals this way.

Please help me get this sorted.

Disputed Casino Casino X

Reason Delayed payment

Amount $2716

Discussion

AskGamblers

• Support Team

1 year ago

Dear Casino X,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Mikafika

1 year ago

Here's another update from my end: Casino X has refunded my original deposit of 1,800 euros but is refusing to return my legitimate winnings.

I think that confiscation of my winnings by Casino X, specifically the €916 that were deducted from my account, with the justification that I allegedly violated their jurisdictional restrictions under Section 4.4 of their terms and conditions. Based on the facts of the case, I believe that this action is unjust and would like to present the following points for your review.
1. Compliance with Jurisdictional Restrictions

According to Section 4.4 of Casino X's terms, customers from certain jurisdictions are prohibited from opening accounts, making deposits, or using the platform. However, at no point have I breached this rule.

Although I was born and raised in Sweden, I have been residing in Malta for the past two years.
Casino X verified my account, including proof of address, which clearly shows my Malta residence.
At no point during my time using Casino X's services have I accessed the platform from Sweden or any other restricted jurisdiction.

I am more than happy to provide additional documentation, such as my rental agreement, utility bills, or geolocation records to further prove that I have been physically located in Malta while using their platform.
2. Casino X’s Prior Acknowledgment of My Eligibility

Casino X's verification process fully approved my account, including my residency in Malta, before allowing me to deposit and play on their platform.

My account was verified, and my proof of address in Malta was accepted.
The company accepted my deposits and allowed me to play without issue, which implies that they recognized my eligibility to use their platform.
There was no indication or warning from Casino X that I was in violation of their terms until after I won, which raises concerns about the selective enforcement of their rules.

If Casino X truly believed that I was in breach of their jurisdictional restrictions, my account should have been flagged or blocked during the verification process, or my deposits should have been rejected outright. Instead, they allowed me to proceed, only to confiscate my winnings after the fact.
3. Unfair and Selective Enforcement

The confiscation of my €916 in winnings while leaving my original deposit intact seems both arbitrary and unfair.

If Casino X believed I was in violation of their jurisdictional rules, this should have been addressed at the start of my account registration process or before any deposits were accepted.
To accept my funds and allow me to wager, only to later confiscate my winnings, creates an inconsistent application of their policies. This is not a fair practice and feels like selective enforcement of their terms.

4. Request for Resolution

In light of the above, I respectfully request that Casino X reinstates my €916 winnings, or that they provide a detailed and valid explanation as to why my account should be considered in violation of their terms, despite the fact that my residence in Malta was verified and I have not accessed the platform from any restricted jurisdiction.

If this issue is not resolved to my satisfaction, I will not hesitate to escalate my complaint to the relevant regulatory authorities, such as the Authority or appropriate alternative dispute resolution services.

I trust that Casino X will review this matter fairly and in accordance with the principles of transparency and customer protection.

Mikafika

1 year ago

So, I just got a reply from Casino X (see attached image for their full reply). The casino has now unfairly confiscated my winnings, citing a violation of their Terms and Conditions (section 4.4), which prohibits users from opening or using an account if they are located in restricted jurisdictions—including Sweden.

Here’s my situation:
I live in Malta and have for several years, though I was born and raised in Sweden.
I created my account in February/March, after my last visit to Sweden, which was in December/January.
My account is fully verified, including proof of my Maltese address.
The casino claims I accessed my account from Sweden, but this is simply not true.
I occasionally use a Swedish VPN to access geo-blocked Swedish sites (such as streaming services). This may have led to Swedish IP logs, but I was never physically in Sweden while using Casino X.
If the casino reviewed my logins properly, they would see IP variations proving I was not traveling back and forth between Sweden and Malta daily—a logical impossibility.
I can provide flight records proving I haven’t left Malta since early January 2025.

Despite this, Casino X seized my winnings of €2,716, only returning my original deposit of €1,800—an unacceptable move from a supposedly reputable casino.

This is nothing short of a disgraceful practice. If a fully verified player with proof of residence can have their winnings unfairly confiscated, it raises serious concerns about the integrity of this platform.

I strongly warn others to avoid Casino X at all costs. If a casino cannot fairly honor legitimate winnings, it should not be trusted.

Casino X Complaint Stats

Resolved 12 / 18

Avg. Amount $2,699

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

Casino X Complaints

See all complaints for this casino

Pending withdraws

I won a jackpot hunt 12 days ago and wanted to withdraw some money and they haven't processed it.

They also didn't deduct the withdraw amaunt, but ok. I contacted support every day, and every day same answer. I'm a fully verified player and I don't know or I do what the problem is. They just don't want to pay, as I read on some of the reviews of the casino x . I was always polite with support, but now I'm getting a bit mad. I hope this helps or someone helps me with this issue. Thnx!

Unresolved

€23,000

Have purposely prevented me from rolling over my bonus

Hi!

I received a Casino-X bonus and was rolling it over until I saw the message in my Casino-X account "This user has been blocked"! This meant I could no longer rollover my bonus and could no longer progress my rollover! I was very shocked and upset by this because I've amassed 912.74 USD in my Casino-X account! I was even more upset because the maximum bonus withdrawal - for this bonus - is 3975 USD! Why would Casino-X allow me to withdraw a great sum of money of 3975 USD for this bonus but block me when it's only a fraction of the allowed withdrawal amount (I've amassed only 912.74 USD?!)?!

I contacted Casino-X Live Chat and Casino-X Customer Services Representatives via numerous emails and all of the Casino-X Representatives gave me was a very vague, unsubstantiated and a poor reason why I was blocked from rolling over my bonus - they didn't really explain anything to me!! Casino-X emailed me and said "It is difficult for us to provide details of the restrictions." To be honest that doesn't explain anything. They couldn't be anymore unhelpful if they tried!

After sending numerous emails back and forth with Casino-X they didn't budge on their stance and I am still blocked from completing my Casino-X bonus rollover!

In conclusion - because I'm unable to complete my bonus rollover due to Casino-X's block in-place - my desired outcome is to be paid 912.74 USD because Casino-X has purposely prevented me from completing my bonus rollover!!

Resolved

Removed my 335 euros remaining balance without reason

Hello I've made a deposit 16.07 for 92.64 euro and received 100% bonus. I was making sportsbet to complete a wager and never got 0 euros on account (98euros is smallest amount reached).

Before my last 100 euros bet (won so I should have 237 euros from this bets) I got 198euro on account bonus money and made a bet for 100 euro from this balance. Casino removed for them 237 euros from last best and 98 euro remaining balance telling me that my bonus 'hit zero' and got nothing right now - which is pure stealing of my money for me.

Could you help me to regain my 335 euros? 98 remaining balance confiscated and 237 money from last won bet confiscated?

Unresolved

€335

Account blocked and winnings withheld without any further explanation and proof

Hello Lydia.

By the decision of the administration, the funds were written off to the amount of the last deposit. The rest of the funds were debited due to a violation of the rules and are considered invalid.

Of course, this situation is unpleasant, but by registering on the casino website, you accept the terms and conditions and confirm your agreement with the rules that empower the administration to refuse to provide services.

We remind you that in accordance with clause 6.4. "If any information provided by you is false, inaccurate, misleading and / or otherwise incomplete, and if the information provided does not match the one specified in your passport data, then you are violating the terms of the contract, and we have the right to close Your account will promptly and / or refuse you to use the services of the Website, in addition to any other action in its sole discretion. "

Unfortunately, such violations involve the introduction of certain restrictions, namely, permanent blocking of the account without the possibility of unblocking. We would like to draw your attention to the fact that decisions regarding funds are made unilaterally and are not subject to revision.

Thank you for your time on the project. All the best!

Regards, Herman

Casino-X.com manager

I received such a letter about writing off the winnings and returning the last deposit. I registered on the site, went through verification by uploading a photo, there were 4 deposits in the amount of 5,500 rubles, of which the last 1,500. When the last one managed to win and the balance was 10,024 rubles, they again needed verification, then they appointed Skype, then a telephone conversation. When all the questions were answered to a single one, 3 days passed and an answer was given about closing the account with confiscation of winnings and returning only the last deposit, that is, 1500 out of 5500, to my question what exactly are they did not suit and I violated, they answered that they were not obliged to answer. I demanded that they return the entire deposit in the amount of 5500, they refused. There is a lot of correspondence with the casino, if I need to post what you need at your request.

Unresolved

руб.7,000

No payout from winnings

On May 22 it was Friday playing at the casino, I bought a bonus that can be checked in the account history, I managed to win a significant amount, but unfortunately the casino did not pay it to my player's account, I contacted the chat and informed about this fact, but unfortunately I didn't account for this win. I also attached screen screenshots that indicate a win, but unfortunately the system did not add it to the balance, the person who served me was not very nice to me, because she saw nothing and stood firmly on her side, not taking into account the fact that the screen wins and the status of my account I do not agree, adding a win, this can be seen in the player's account, as evidenced by logs from the casino system that there was a break in registration of the rate and winnings from 14:01 to 14:05 in dailies and history you can see that a bonus was purchased for the price of 75 euros, which I wrote in the chat, that apparently there were or are some problems, because the screen does not lie, the account balance after the purchase agrees with the balance on the screen, but the win that is on the screen n was not added to the player's balance, I am asking for help in clarifying the situation so that the casino takes into account the win that can be seen on the screen and added to the player's account.

Unresolved

Problems with delayed payment of 3 weeks and going

I am a verify player of Casino x . Using this online casino site for 2 years. Spend thousands of euros in this casino. 3 weeks ago i cashout 750 euros and i am still waiting for my money to be in my card. 2 times the told me to cashout again (they put the money in to my casino account) saying that was tehnical issues. This is the whole 3rd week now and still waiting. Saying that is a problem and they will sort it out and bla bla bla. Even when i am trying to ask for the admin advisor all the time they are telling me he is not there the past 2 weeks . Is so bad waiting 3 weeks to get my money that i won. And from me they got so many thousands!! Thats a rip offf!!!! Thank you

Resolved

€750

Unable to withdraw funds