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Casino-X – Unfairly applying a casino term, refusing to refund

Ruling

Found for the Player - Casino-X have refused to pay this player resident in Crimea (part of Russia) due to the player being resident in the Ukraine, a restricted country. The operator refused to discuss this issue and assuming the situation is as the player's presented have invented a obviously unjustifiable position to validate non-payment.

Read our Casino-X Review.

Player's Complaint

First of all sorry for my english, because russian is my native language.

Casino X broke his own terms and conditions and blocked my account with 2736$ on board. Administration said that there will be no withdraw to me.

The reason is very: I broke the rule number 4.4

4.4. The Company does not permit accounts to be opened by, or make any deposits nor used from, customers located or domiciled in United States of America, Spain, Italy, France, United Kingdom, Ukraine, Turkey, Portugal, Germany. This list of jurisdictions may be changed by the Company from time to time with or without notice. You agree that you are not allowed to open an account, nor attempt to use Your Account, if you are based in this (these) jurisdiction (-s).

I live at Sevastopol, Crimea. Account I created 19 may 2013, when all Ukrainian players were allowed to play there. For this period I wasn't blocked or frozen at this casino. I didn't receive any warnings or something else like that. My account is fully verified with passport, utility bills, telephone, all personal data.

Crimea became Russian region after 18 march 2014. And I continued playing at this casino after that and still didn't have any warnings or prohibitions from this casino. The most active playing period was from September 2016 till December 2016, when they blocked me. At this period I sent them my new telephone number started +7978 (MTS Russia at Crimea), my Russian passport with full address, Russian utility bill. I made deposits from such payment like Webmoney, Yandex money, Qiwi wallet, which is prohibited at Ukraine and from Ecopayz - UK payment system registered at my Russian passport (about a year ago). I received withdraws at Qiwi wallet and Yandex money which is fully verified by Russian documents and cannot be used at Ukraine. But when I accumulated a very good balance 2736$ at my account - they blocked my with such reason and took all my money away! Administration said that there will be no refund, because rule 4.4. AT other questions they ignore me and answered only with copy-paste letters like "we understand bla-bla-bla but no money bla-bla-bla".

To prevent any questions about balance I will answer why 2736$:

Main balance 1374

Account status Dark Knight (maximum at this casino) with about 2432 points = 304$

Prize 1000 euro for tournament (at that moment 1075 bucks) with x3 wager, which is (if we take average slot RTP 96%) equal 946 $. 1075*3=3225; 3225 * 4=129; 1075 - 129 = 946.

And +112 $ which they didn't pay me for Yggdrasil gaming christmas calendar where I won 1500 euro heading the first place at tournament Dec 5: Mystery Win TOURNAMENT. My player ID there is [REMOVE]64788 cw[REMOVE]. Casino X paid only 1500$ for it.

So we have 1374 main + 304 nowager points + 946 from tournament + 112 from Yggdrasil = 2736$

After some conversation manager agreed, that they confiscated money because my account had positive balance. Mutual accommodation was ignored.

Read the casino review

2 Responses

ThePOGG
Feb 14, 2017

Hi Drako - welcome to ThePOGG.com!

We'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Mar 10, 2017

Hi Drako,

Despite a promising initial response from a Casino-X representative, since we forwarded the details of your complaint the operator has become entirely non-responsive.

Given that this casino are licensed by a group that, to our knowledge, have been entirely unresponsive to player complaints there's nothing further I can suggest you do.

For what it's worth, if the operator's justification for non-payment is indeed your country of residence, this would appear to be an entirely unjustified seizure of funds.

Sorry we couldn't be of further help.

ThePOGG

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