X7 Casino - Выигрыши игрока были конфискованы.

Hi, 

I played for two weeks at x7casino and made dozens of deposits and dozens of approved withdrawals, so far everything worked fine. On 24.4-25.4 I made withdrawals which I received an email on 26.4 saying that they had been rejected and that my winnings deposits had been returned to my account. I did not break the rules. 

 Rules says ``Real money can be withdrawn at any time if you cancel the bonus.`` Real money and bonus money were separate and I did not play with bonus money.

Hello Pelaaja3,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with X7 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Would it be possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello! Deposits returned to account, no winnings

I sent you the details of your deposits and withdrawals

The last time I spoke to casinoo was yesterday. My account was verified before my first withdrawal 2 weeks ago

Thank you Pelaaja3 for all the information provided so far. To clarify the situation with the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Pelaaja3,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know, if you gained your winnings with an active bonus and the bonus wagering was not yet fulfilled, then although you can request a withdrawal of your real money funds, but all the other funds are usually canceled/voided. This is quite a standard procedure in almost all casinos. I will still contact the casino to shed more light on this matter.

We would like to invite X7 Casino to join the conversation.

Dear X7 Casino,

Could you please provide information on why the player's winnings were confiscated? Based on the information available to us, the player has not violated your rules. Therefore, I would like to understand the reasons behind voiding the player's win and closing their account.

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Bonus funds and real money are separate from their bonus and withdrawals can be made if winnings are made with real money. I did not play with bonus money more than once and I successfully completed the wagering process even then.

I meant that I played with bonus money many times but I only won once and I managed to wager it. I managed to get the other winnings with my own money and cannel the bonus and made the withdrawals

Dear Pelaaja3,

I know what you meant, but I was trying to point to something different. You had an active bonus at that time, right? So although you have played with your real money, theoretically, this rule still applies as you had an active bonus.

However, I would still like to wait for a response from X7 Casino as the reasons for their actions could be different.

The bonus rules state that you can withdraw if you cancel the bonus and have not played with the bonus. All other withdrawals in the previous days went well, there were dozens of them. Only the most recent withdrawals were cancelled and I played exactly the same way as before.

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 Pelaaja3,

Although I managed to get in touch with the casino representative, we were not able to find any consensus in regards to your case. I have received the following response as their final stance to your complaint:

We have had communications with the player through our customer support team. 

Since the resolution we provided was not satisfactory to the player and we consider this to be our final decision, we understand that this might not have been the answer the player hoped for. 

If the player is not satisfied with our resolution, you may refer the player's matter for adjudication by our appointed ADR: 

EADR Ltd., European Alternative Dispute Resolution (‘EADR’) is an independent arbitration with their main office at 189/1, The Strand, Gzira GZR 1024, Malta, providing alternative dispute resolution and is designed to comply with the "Consumer Alternative Dispute Resolution (General) Regulations" (S.L.378.18) in Malta. 

While we would like to help you, I’m afraid there is not much that can be achieved without the casino's cooperation. If you want to take your complaint further, please contact European Alternative Dispute Resolution (‘EADR’) by completing their online form available at this website https://eadr.org/eadr-form/

The next step would be contacting the Kahnawake Gaming Commission itself at complaints@gamingcommission.ca. Please let me know (michal.k@casino.guru) once you submit a complaint to EADR and/or Kahnawake Gaming Commission, this will help us maintain a record of it. Feel free to update me on how they decided. Sadly apart from this, there's little more we can do to assist you.

 I have sent a complaint to the Kahnawake Gaming Commission. I sent my complaint to them on 29 April 2024 and they have not contacted me since then.

Dear Pelaaja3,

Kindly forward your complaint submissions to the Kahnawake Gaming Commission and the European Alternative Dispute Resolution (‘EADR’) to me at michal.k@casino.guru. This will assist us in keeping track of them and allow us to provide further clarification on your complaint once they provide their decisions. Meanwhile, I will temporarily close this complaint status as "waiting for the regulator's decision."

Dear all,

We’ve been informed that this matter has been reviewed by the Kahnawake Gaming Commission and the case closed in favor of the casino. Based on the decision of the regulator, we are closing this complaint as ‘Rejected’.

Dear Pelaaja3,

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.