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.

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