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Casino X - Account closure during verification process, no justification whatsoever

解決済み
苦情情報
係争中のカジノ カジノエックス
理由 アカウント閉鎖
Suprapixel フィンランド
投稿日 2017年9月13日

I deposited 40 euros on this Casino and I got an 100% welcome bonus. First time in my life I managed to wager a bonus and I was at 400 euros at the end of the wagering. I then requested a withdraw and it was refused and they asked me to give documents (Photo of my passport, proof of address and photos of my debit card.) I sent the documents to the support mail and they answered to me and did not find the document for the proof of address and I sent it again. Then the support representative answered to me and said that She will send my documents to the "Security-team" of the Casino. Couple of hours later I got an email where they said that my account has been blocked.

I have no idea why they blocked my account as all my documents are real and other Casinos have accepted them also. I sent an email back to ask why my account has been closed and I'm still waiting for answer.

Now I'm very worried about my winnings as this was the first time I managed to wager a bonus successfully.

I attached 3 screenshots about my verification emails with the support representative and 1 screenshot about the email where I was asked for documents and my withdraw request were refused. There is also 1 screenshot of the email where they told me that my account were closed.

Suprapixel フィンランド
投稿日 2017年9月13日

UPDATE:

I contacted Casino-X livesupport and I found out that I had an existing account which was made couple of years ago. I didn't know this when I made an new account and I understand that i violated terms and conditions by creating new account.

Livesupport said that they will look on the case one more time and respond to me when that's done.

Couple of hours later I got an email where they said that my account was activated again and I logged in and saw my balance at 0 euros. I went to the bonus page and noticed that they had added my 400 euros as a bonus with x20 wager.

I contacted livesupport again and asked about this situation that is it okay to get my already wagered money back with new wager requirement. I was explained that usually in this kind of situations they close the account permanently and there is no way to get the winnings back. I understand that and actually I think that it's generous of them to give me this opportunity to win again as I was prepared for losing it all already when I heard that i violated their terms and conditions.

I thank you Casino-X for this solution and I think it was very generous of you.

This complaint can be closed.

Thanks

AskGamblers
投稿日 2017年9月13日

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

カジノエックス 苦情

  • 11 / 14 解決済み
  • 2日 平均レスポンス
  • 1週間 平均苦情ライフ
  • 1,348 USD 平均額

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