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Casino-X – Offering to open permanently closed account

Ruling

Declined - There do not appear to be any funds in contention with this issue. As such this is not an appropriate issue for ADR review.

Read our Casino-X Review.

Player's Complaint

I want to share a story about Casino-X.com which I played on for some months over a year ago.

First of all I won a lot on the casino: 5000x the bet on a high stake spin. It was a delightful Christmas for me and my family as I was nice enough to share a lot of the winnings with. (yes, I like to treat people around me, believe it or not).

Got the money and didn't stop playing and won more and more until Yggdrasil decided to wipe all my money on one slot that maybe never should have been allowed to exist. Anyway it was me who pushed the buttons, so I can't do anything but to accept it.

Furthermore I had a lot of discussions with the mentioned casino and a lot of complaints during the period even I was almost always winning every time I played (believe it or not, with a insane big bankroll you can get far). The representatives did their best to answer, but they had not good answers to my complaints so I usually gave up, but looking at previous dilaogues I think I should have been offered to close account or using responsible gaming tools. That's my opinion.

Anyway after loosing almost everthing of my big wins, I finally choose to close my account permanently because the representative was getting rude and unprofessional and I said that this affect my life too much.

One and a half year later (April 2020) I recieved 4 phone calls over a period of two weeks. I was tired of this number always calling so I checked who it was. It was none other than Casino-x.com.

I contacted them and asked why they were constantly calling me. The representative told me that they could offer to open my account again and give me a bonus for approx. 50€ (converted currency).

I was really surprised and asked if it was really okay to open a permanently closed account which it was. Then checking their terms it is actually not.

After they did because I found it interesting to see if this was true, it was closed 30 min later. I asked the reason for acting like this and the representative said that it was a mistake, and that I was supposed to recieve this offer on another casino which is run by the same group...

So not only did they break their own terms, they used my personal details on another site and tried to get me back to the "game" considering my history from casino-x.com and all the negative dialogue.

I want to warn everyone about casinos proceeding this way. It is totally unacceptable and I have already informed Curacao-egaming, but I highly doubt they care (prove me wrong).

Thanks for reading.

Read the casino review

1 Response

ThePOGG
May 04, 2020

Hi solaris3 - welcome to ThePOGG.com!

There's nothing we can do to help you for a variety of reasons.

Firstly, you seem not to be looking for assistance, but rather looking to post a warning to other players. That's simply not how this service functions. We're here to mediate disputes, not host unverified claims.

Secondly, you are complaining about a Blacklisted group, who have been previously identified running fake games and have been non-cooperative with complaints submitted to this service previous. So even were you looking for us to do something the chances are we would not be able to help you.

Next - you repeatedly using the phrase "permanently closed". This term would not in itself qualify as a responsible gambling issue. Many players ask to close their account without this being due to gambling addiction. Unless you have informed the operator of your gambling issues or have asked for a "self-exclusion" the operator would be under no obligation to prevent you from further play or stop marketing material.

Finally, the operator are licensed in Curacao. This license has no defined standards that operators are required to uphold with regard to Responsible Gambling.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of more help!

ThePOGG

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Agreement

solaris3 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casino-X
  • Darklace Ltd. Pomadorro N.V.

May 4, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.