RX Casino - Счет игрока был закрыт, а средства удержаны.

I have been playing at this casino for quite some time, I have successfully verified my account, made deposits and withdrawals without any problems until today.

I've had some wins lately and have had 5 withdrawal requests via scrill, totaling 1245.96 euros.

Suddenly today at noon, while asking in the casino chat why they were taking so long to process pending requests, as they were usually processed and paid within a day, I saw that they had frozen my account, removed any balance I had, and withheld the amounts of pending withdrawals...

All an employee told me in the chat was that I had violated terms...

I asked him what exactly he meant and without answering me, he hung up on me, and now I can't even communicate with them...

Neither in chat, nor in email...

Can you help me get my money back?

Παίζω εδώ και αρκετό καιρό σε αυτό το καζίνο, έκανα επιτυχή επαλήθευση λογαριασμού, έκανα καταθέσεις και αναλήψεις χωρίς πρόβλημα μέχρι σήμερα

Έκανα κάποιες νίκες τελευταία και είχα 5 αιτήματα ανάληψης μέσω scrill, συνολικού ποσού 1245,96 ευρώ.

Ξαφνικά σήμερα το μεσημέρι, ρωτώντας στο τσατ του καζίνο γιατί αργούν να επεξεργαστούν τα αιτήματα που είναι σε εκκρεμότητα, καθώς συνήθως μέσα σε μια μέρα γινόταν η επεξεργασία και η πληρωμή τους, είδα ότι μου πάγωσαν το λογαριασμό,μου αφαίρεσαν ότι υπόλοιπο είχα μέσα, καθώς και παρακράτησαν τα ποσά των εκκρεμών αναλήψεων...

Το μόνο που μου είπε ενας υπάλληλος στο τσατ είναι ότι έχω παραβιάσει όρους...

Τον ρώτησα τι ακριβώς εννοεί και χωρίς να μου απαντήσει,μου έκλεισε τη συνομιλία,και πλέον δεν μπορώ καν να επικοινωνήσω μαζί τους...

Ούτε στο τσατε,ούτε σε μέηλ...

Μπορείτε να με βοηθήσετε να πάρω τα χρήματα μου πίσω;

Dear diml131979,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• What was the exact time and date when your account was frozen?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

On May 9th at noon, my account was blocked, I don't know the exact time to tell you..

I logged in and saw my balance was zero, the withdrawal requests had been rejected and in my transaction history there was an indication of an internal transfer of funds in the amount of 1245 euros.

In short, the amounts of my withdrawals, as well as the active balance I had in my account, were misused...

I never got a deposit bonus, as I don't want them and I never claim them as a player...

I mainly participated in blackjack and sports betting...

Στις 9 Μαϊου το μεσημέρι μπλοκαρίστηκε ο λογαριασμός μου, ακριβή ώρα δεν γνωρίζω να σας πω..

Έκανα είσοδο και είδα μηδενισμενο το υπόλοιπο μου,τα αίτημα ανάληψης είχαν απορριφθεί και στο ιστορικό συναλλαγών μου υπήρχε η ένδειξη εσωτερικής μεταφοράς χρημάτων στο ποσό των 1245 ευρώ..

Με λίγα λόγια μου καταχράστηκαν τα ποσά των αναλήψεων, καθώς και του ενεργού υπολοίπου που είχα στο λογαριασμό μου...

Δεν πήρα ποτέ μπόνους κατάθεσης, καθώς δεν τα θέλω και δεν τα διεκδικώ ποτέ ως παίχτης...

Συμμετείχα κυρίως σε μπλακτζακ και σε αθλητικό στοίχημα...

I am also sending you the proof of my account verification, as well as the transactions and the internal transfer with which they withheld my money.

Σας στέλνω και τα αποδεικτικά της επαλήθευσης του λογαριασμού μου, καθώς και τις συναλλαγές και την εσωτερική μεταφορά με την οποία μου παρακράτησαν τα χρήματα μου

Here are the conversations in which they avoid explaining to me what exactly happened, despite my efforts to understand why they withheld money from my account.

Εδώ είναι οι συνομιλίες στις οποίες αποφεύγουν να μου εξηγήσουν τι ακριβώς έχει συμβεί, παρά τις προσπάθειες μου για να καταλάβω το λόγο στον οποίο μου παρακράτησαν τα χρήματα του λογαριασμού μου

Have you contacted them?

I tried to contact them again today, but their chat agent abruptly ended the conversation again...

Έχετε επικοινωνήσει μαζί τους μήπως;

Προσπάθησα πάλι σήμερα να επικοινωνήσω εγώ, αλλά ο υπάλληλος τους στο τσατ μου έκλεισε και πάλι απότομα τη συνομιλία...

Thank you very much, diml131979, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you diml131979 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RX Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the website. (validator link) The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Hello everyone,

the complaint has been reopened following a request from the casino.

Dear RX Casino,

thank you for getting back to us and for providing the supporting evidence. I appreciate your cooperation.

To complete my review, I would kindly ask you to provide the player's withdrawal history, or another record confirming all withdrawals processed before the account was permanently closed. If the document contains sensitive information, you may send it directly to my email at [email protected].

Dear diml131979,

the casino has informed us that your account has been permanently closed, but also states that all eligible funds were paid out before the closure.

Could you please confirm whether you have indeed received all withdrawals and that there are no outstanding funds remaining on your account? If your understanding of the situation differs, please let us know and describe what amount you believe is still owed to you.

I will await replies from both parties before reaching my conclusion.

Thank you for your cooperation.

Hello everyone,

This account has been blocked and withdrawals have been made.

Currently and at the time of blocking, no withdrawals were made.

King regards,

RX.Casino support team

Hello everyone,

Dear RX Casino,

thank you for the clarification. I appreciate your response.

Dear diml131979,

based on the casino's latest statement, they confirm that your account has been permanently closed and that there were no funds remaining on the account at the time of the closure.

Could you please confirm whether this matches your understanding of the situation? Specifically, have you received all funds that you believe you were entitled to, or do you still believe that the casino owes you any amount? If so, please specify the outstanding amount and explain why you believe it remains unpaid.

I will await your confirmation before reaching my final conclusion.

Thank you for your cooperation.

As shown in the documents I sent you, there is an internal transfer of 1245.96 euros...

Internal transfer..

This money was withheld for no reason or reason by the casino, without ever being informed of a specific reason...

They just said that terms and conditions were violated...

I tried countless times to chat with them, and I received rude answers from the live chat employees...

Then, when they just saw me entering their conversation, they would close the conversation window...

The bottom line is that 1245 euros were deducted and then my account was closed for no reason..

I have sent you the screenshot of my internal money transfer...

Όπως φαίνεται και στα ντοκουμέντα που σας έστειλα, υπάρχει μια εσωτερική μεταφορά 1245,96 ευρώ...

Internal transfer..

Τα χρήματα αυτά παρακρατηθηκαν άνευ λόγου και αιτίας από το καζίνο, χωρίς ποτέ να μου γνωστοποιηθεί συγκεκριμένος λόγος...

Απλά έλεγαν ότι παραβιάστηκαν όροι και κανόνες...

Προσπάθησα άπειρες φορές να συνομιλήσω μαζί τους,και δεχομουν αναιδεις απαντήσεις από τους υπαλλήλους της ζωντανής συνομιλίας στο τσατ...

Στη συνέχεια, όταν απλά έβλεπαν ότι έμπαινα στη συνομιλία μου έκλειναν το παράθυρο συνομιλίας...

Η ουσία είναι ότι αφαιρέθηκαν τα 1245 ευρώ και μετά έκλεισε ο λογαριασμός μου αναίτια..

Σας έχω στείλει το στιγμιότυπο της εσωτερικής μεταφοράς των χρημάτων μου...

Let the casino explain to us what this internal transfer is...

As can be seen in the documents I have sent you, the amount of 1245.96 euros has been withheld BEFORE MY ACCOUNT WAS CLOSED....

Next to it are the withdrawal requests that have been rejected...

I have been a member of several casinos and betting companies for several years.

I've never really encountered this before...

I accept losing, it's all in the game...

But this thing doesn't make sense...

I'm waiting for an explanation from the casino as to why it closed my account and why it didn't pay me the amount of 1245.96 euros...

And an explanation for the internal transfer of 1245.96 euros...

There was money at the time my account was closed...

It's the 1245.96 euros that appear in the document I sent you...

Which the casino owes me...

I'm surprised, however, that they remembered to respond after almost a year...

Ας μας εξηγήσει το καζίνο τι είναι αυτή η εσωτερική μεταφορά,internal transfer...

Όπως φαίνεται και στα ντοκουμέντα που σας έχω στείλει, έχει παρακρατηθει το ποσό των 1245,96 ευρώ ΠΡΙΝ ΚΛΕΙΣΕΙ Ο ΛΟΓΑΡΙΑΣΜΟΣ ΜΟΥ....

Δίπλα φαίνονται και τα αιτήματα ανάληψης που μου έχουν απορρίψει...

Είμαι μέλος σε αρκετά καζίνο και στοιχηματικες εταιρείες εδώ και αρκετά χρόνια..

Δεν το έχω ξανασυναντήσει αυτό πραγματικά....

Δέχομαι να χάνω, όλα είναι μέσα στο παιχνίδι...

Αλλά αυτό το πράγμα δεν έχει λογική...

Περιμένω μια εξήγηση από το καζίνο,για τον λόγο που μου έκλεισε τον λογαριασμό,και τον λόγο που δεν μου πλήρωσε το ποσό των 1245,96 ευρώ...

Και μια εξήγηση για την εσωτερική μεταφορά των 1245,96 ευρώ...

Χρήματα υπήρχαν τη στιγμή που έκλεισε ο λογαριασμός μου...

Είναι τα 1245,96 ευρώ που φαίνονται στο ντοκουμέντο που σας έστειλα...

Τα οποία μου οφείλει το καζίνο...

Μου κάνει έκπληξη πάντως ότι θυμήθηκαν να απαντήσουν μετά από σχεδόν ένα χρόνο...

Good afternoon

Our system has detected and consequently blocked you as a high-risk player.

After your account is blocked, your balance will be automatically debited, as specified in our Terms and Conditions.

All withdrawals were made prior to the blocking

If at your casino, anyone who wins is considered a high-risk player and you close their account, then there are no words for your behavior...

What you sent are the transactions that took place before my account was closed...

However, you did not explain the internal transfer of 1245 euros, which are the pending withdrawal requests that existed as well as the active balance of my account, on the day you closed my account for no reason...

My activity at your casino was participation in sports betting and blackjack...

No terms and conditions were violated on my part...

You withheld the amount of 1245.96 euros without any reason or warning...

Update your terms and conditions, in one paragraph you should mention that WHOEVER WINS, WE TAKE THEIR PROFITS, AND CLOSE THEIR ACCOUNT...

Dear Casino Guru, this is the one and only truth about what happened to my account...

I told you I have participated and collaborated with many casinos and betting companies...

For many years I have been gambling and playing casino games at several companies...

What I encountered with Rx Casino is unprecedented...

They took the money from my account without any reason or explanation...

Even now they don't explain to us which term and condition I have violated...

Obviously the reason is that they don't want their customers to win under any circumstances...

Αν στο καζίνο σας,οποιος κερδίζει θεωρείται παίχτης υψηλού κινδύνου και του κλείνετε το λογαριασμό τότε δεν υπάρχουν λόγια για τη συμπεριφορά σας...

Αυτό που στείλατε είναι οι συναλλαγές που έγιναν πρίν κλείσει ο λογαριασμός μου...

Δεν εξηγήσατε όμως για την εσωτερική μεταφορά των 1245 ευρώ,τα οποία είναι τα εκκρεμή αιτήματα αναλήψεων που υπήρχαν καθώς και το ενεργό υπόλοιπα του λογαριασμού μου,την ημέρα που χωρίς λόγο κλείσατε τον λογαριασμό μου...

Η δραστηριότητα μου στο καζίνο σας, ήταν συμμετοχή σε αθλητικο στοίχημα και μπλακτζακ...

Κανένας όρος και καμία προϋπόθεση δεν παραβιάστηκε από μέρους μου....

Παρακρατησατε χωρίς καμία αιτία και προειδοποίηση το ποσό των 1245,96 ευρώ...

Ενημερώστε τους όρους και τις προϋποθέσεις σας,σε μια παράγραφο πρέπει να αναφέρετε ότι ΟΠΟΙΟΣ ΚΕΡΔΙΖΕΙ,ΤΟΥ ΠΑΙΡΝΟΥΜΕ ΤΑ ΚΕΡΔΗ,ΚΑΙ ΤΟΥ ΚΛΕΙΝΟΥΜΕ ΤΟΝ ΛΟΓΑΡΙΑΣΜΟ...

Αγαπητό Casino Guru, αυτή είναι η μία και μοναδική αλήθεια για το τι συνέβη στον λογαριασμό μου...

Σας είπα έχω συμμετάσχει και έχω συνεργαστεί με πολλά καζίνο και στοιχηματικες εταιρείες...

Εδώ και πολλά χρόνια παίζω στοίχημα και και καζίνο σε αρκετές εταιρείες...

Αυτό που συνάντησα με το Rx Casino,δεν έχει προηγούμενο...

Μου πήραν τα χρήματα του λογαριασμού μου χωρίς καμία αιτία και εξήγηση...

Ακόμη και τώρα δεν μας εξηγούν ποιόν όρο και προϋπόθεση έχω παραβιάσει...

Προφανώς ο λόγος είναι ότι δεν θέλουν να κερδίζουν οι πελάτες τους σε καμία περίπτωση...

Good afternoon,

As previously stated, our internal security system has detected a threat and blocked your account.

According to our company's rules, once an account is blocked, all funds in it are forfeited, making withdrawals impossible.

We are truly sorry about this, and to avoid any unpleasant surprises, we can offer you a refund of the funds you last deposited

Why don't you explain to me what kind of threat your system detected???

What risk was there, I'm just a player who plays blackjack and sports betting...

And without any warning, you closed my account, withholding 1245 euros...

What kind of refund can you offer me and how??

I haven't even had access to my account for a year and when I tried to talk in the casino chat, you guys would shut me down...

Please send me some explanations to the email I have registered in my account at your casino, regarding what you intend to send me as compensation for the money that was withheld from me...

Γιατί δεν μου εξηγειτε τι είδους απειλή είναι αυτή που εντόπισε το σύστημα σας ;;;

Τι κίνδυνος υπήρχε, είμαι απλά ένας παίχτης που παίζει μπλακτζακ και αθλητικό στοίχημα...

Και χωρίς κάποια προειδοποίηση, μου κλείσατε το λογαριασμό,παρακρατωντας 1245 ευρώ...

Τι είδους επιστροφή χρημάτων μπορείτε να μου προσφέρετε και πώς ;;

Δεν έχω καν πρόσβαση στο λογαριασμό μου εδώ και ένα χρόνο και όταν προσπαθούσα να μιλήσω στο τσατ του καζίνο,μου κλεινατε τη συνομιλία...

Στείλτε μου αν θέλετε κάποιες εξηγήσεις στο μέηλ που έχω δηλωμένο στο λογαριασμό μου στο καζίνο σας, σχετικά με το τι σκοπεύετε να μου στείλετε ως αποζημίωση για τα χρήματα που μου παρακρατηθηκαν...

Hello everyone,

Dear RX Casino,

thank you for your latest response and for your willingness to cooperate after the complaint was reopened.

However, I must point out that your statements throughout this reopened complaint have been inconsistent.

Initially, you informed me that all eligible funds had been paid out before the account was closed and that there was no remaining balance. Based on the player's response and your subsequent replies, it has now become clear that this was not the case. The player's remaining balance was instead debited through an internal transfer following the account closure.

Please understand that Casino Guru regularly works with confidential information provided by both casinos and players. During complaint investigations, we routinely review sensitive documentation that is not disclosed publicly. For that reason, every important statement made during the investigation must be supported by sufficient evidence, even if it is shared with us confidentially.

At this stage, I kindly ask you to:

• explain what exactly the internal transfer of €1,245.96 represents and confirm whether this amount was confiscated after the account was blocked;
• specify the exact provision of your Terms & Conditions under which this confiscation was carried out;
• provide the evidence supporting your decision to classify the player as high-risk and confiscate the remaining balance. If this information contains sensitive internal data, you are welcome to send it directly to my email, as it will be treated confidentially ([email protected]).

I also acknowledge your offer to refund the player's last deposit, which I appreciate as a positive step. However, before I can evaluate whether this constitutes a fair resolution, I first need to understand and verify the basis for confiscating the player's remaining balance.

Dear diml131979,

thank you for your detailed explanation.

The casino has now offered to refund your last deposit. Please let me know whether you would be willing to accept this proposal as a final settlement, or whether you wish to continue pursuing the remaining €1,245.96.

I will await replies from both parties before proceeding further.

Thank you for your cooperation.

A representative from Rx Casino has contacted me via email regarding this specific issue...

I'm waiting for the casino officials to respond to the questions I asked them...

I consider this communication a positive step on my part...

I hope there's finally a solution...

I will update here on any new developments...

Κάποιος εκπρόσωπος του Rx Casino έχει έρθει σε επικοινωνία μαζί μου μέσω μέηλ,για το συγκεκριμένο θέμα...

Περιμένω την απάντηση των υπευθύνων του καζίνο για τα ερωτήματα που τους έκανα...

Θεωρώ θετικό βήμα από την πλευρά μου,την επικοινωνία αυτή...

Ελπίζω να βρεθεί κάποια λύση επιτέλους...

Θα ενημερώσω εδώ για κάθε νεότερη εξέλιξη...

Hello everyone,

thank you for the update.

Dear diml131979,

thank you for letting me know that the casino contacted you directly. I appreciate the update and I hope this communication can help move the case forward.

Could you please let me know whether there has been any further progress or clarification from the casino since then? If you received any additional information or a proposed solution, please share it here so I can take it into account.

Dear RX Casino,

could you also please provide an update from your side? I would appreciate knowing whether your communication with the player has led to any progress or whether there is any new information available regarding this case.

Thank you both for your cooperation.

Good afternoon. We are currently in the final stages of completing this complaint.

Once it's closed, I'll get back to you with feedback.

Hello everyone,

Dear RX Casino,

thank you for letting us know. I appreciate your cooperation and will wait for your final feedback once the matter has been completed.

Dear diml131979,

thank you for your patience. We will wait for the casino's update and I will review the outcome once it is available.

Thank you both for your cooperation.

Dear Samuel,

Thank you for your letter!

We're currently working on a technical issue, and I'll get back to you once it's finalized.

There is indeed a technical problem...

I don't know what exactly, I've contacted the casino, they told me to be patient until it's resolved.

I will also update you here on the final outcome of the issue...

Όντως υπάρχει κάποιο τεχνικό πρόβλημα...

Δεν γνωρίζω τι ακριβώς, έχω επικοινωνία με το καζίνο,μου είπανε να κάνω λίγη υπομονή μέχρι να επιλυθεί..

Θα ενημερώσω κι εγώ από εδώ για την τελική έκβαση του ζητήματος...

Currently, there are ongoing issues with processing the withdrawal request...

I don't know what exactly is happening, I'm in contact with the casino anyway...

They asked me for additional identification and verification of my account, which I successfully passed...

I hope this all ends soon...

Προς το παρόν συνεχίζονται τα προβλήματα με την επεξεργασία του αιτήματος ανάληψης...

Δεν ξέρω τι ακριβώς συμβαίνει,έχω επικοινωνία με το καζίνο πάντως...

Μου ζήτησαν μια συμπληρωματική ταυτοποίηση και επαλήθευση του λογαριασμού μου,την οποία και πέρασα με επιτυχία...

Ελπίζω να τελειώσει σύντομα όλο αυτό...

Hello.

Everything is ready on our end; we've emailed you

I confirm that I received my last deposit amount from Rx Casino...

I thank them for that...

It certainly wasn't exactly what I expected, as the profits I made from this deposit were much more...

However, I considered this case a lost cause, as I had not had any contact with them for about a year...

What upset me and left me with questions is that they never explained to me the real reason for blocking my account...

I honestly can't understand..

Anyway, I thank them for sending me the amount of my last deposit, even now...

I also thank Casino Guru for its contribution to solving my problem...

Επιβεβαιώνω ότι έλαβα από το Rx Casino το ποσό της τελευταίας μου κατάθεσης...

Τους ευχαριστώ για αυτό...

Σίγουρα δεν ήταν ότι ακριβώς περίμενα, καθώς τα κέρδη που είχα από την κατάθεση αυτή ήταν πολύ περισσότερα...

Όπως και να έχει όμως,την υπόθεση αυτή την θεωρούσα χαμένη, καθώς εδώ και ένα χρόνο περίπου δεν είχα επικοινωνία μαζί τους...

Αυτό που με στενοχώρησε και με άφησε με ερωτηματικά είναι το ότι δεν μου εξήγησαν ποτέ τον πραγματικό λόγο του μπλοκαρισματος του λογαριασμού μου...

Ειλικρινά δεν μπορώ να καταλάβω..

Τους ευχαριστώ πάντως που έστω και τώρα,μου στείλανε το ποσό της τελευταίας μου κατάθεσης...

Ευχαριστώ επίσης πολύ και το Casino Guru για τη συμβολή του στην λύση του προβλήματος μου...

Hello everyone,

thank you both for the updates.

Dear diml131979,

thank you also for your email explaining the situation in more detail. I understand from your message that the casino has already returned €300 from your last deposit, and that you have proposed a goodwill settlement under which the casino would also pay an additional €300 from your winnings. I also understand that you are currently waiting for their reply to that proposal.

Could you please let me know whether you would like me to ask the casino for a clarification regarding the reason for your account closure, or would you prefer to wait for their response to your settlement proposal first?

Please let me know how you would like to proceed.

Thank you both for your cooperation.

Hello again, I have already received the 300 euros of my last deposit...

I had suggested to Rx Casino that they pay me only 300 euros, that is, a total of 600 out of the 1245 I had in my account at the time it was blocked.

I think it's a brave retreat on my part...

I didn't get any answer about this...

I was simply offered a refund of the amount of my last deposit, namely 300 euros, which I received today.

I honestly don't know if RX Casino is willing to accept this...

I would like if you could ask a question about this, as well as about the reason for the closure of my account, which remains unclear...

Thank you very much..

Γειά σας και πάλι,έχω ήδη λάβει τα 300 ευρώ της τελευταίας μου κατάθεσης...

Είχα προτείνει στο Rx Casino,να μου καταβάλλει αλλά 300 ευρώ, δηλαδή συνολικά 600 από τα 1245 που είχα στο λογαριασμό μου,τη στιγμή που μπλοκαρίστηκε..

Νομίζω ότι είναι μια γενναία υποχώρηση από την πλευρά μου...

Δεν πήρα κάποια απάντηση για αυτό...

Απλά μου έγινε πρόταση να μου επιστραφεί το ποσό της τελευταίας μου κατάθεσης, δηλαδή τα 300 ευρώ,τα οποία και έλαβα σήμερα..

Δεν ξέρω ειλικρινά αν το RX Casino έχει την προθυμία να το δεχτεί αυτό...

Θα ήθελα αν μπορούσατε να κάνετε κι εσείς μια ερώτηση για αυτό, όπως και για τον λόγο του κλεισίματος του λογαριασμού μου,ο οποίος παραμένει αδιευκρίνιστος...

Σας ευχαριστώ πολύ..

Good afternoon everyone.

We've settled the matter with the client, so please consider this complaint closed.

Thank you for cooperation

Hello everyone,

thank you for the update.

Dear RX Casino,

I appreciate that you have refunded the player's last deposit. However, I cannot consider this complaint resolved at this stage.

The main issues raised in this complaint remain unanswered. The player is still waiting for clarification regarding:

• the exact reason why his account was classified as high-risk and closed;
• the specific basis for confiscating the remaining balance of €1,245.96;
• and the Terms & Conditions or evidence supporting this decision.

The refund of the last deposit does not address the outstanding balance or explain the reason behind the confiscation.

Additionally, the player has stated that he proposed a possible goodwill settlement, but he has not received a clear response regarding whether the casino accepts or rejects this proposal.

Dear RX Casino, please provide a proper update addressing the above points rather than simply requesting that the complaint be closed.

Once all relevant information is available, I will review the situation and make the final assessment regarding this complaint.

Thank you for your cooperation.

Good afternoon.

The user was blocked and their account was cancelled due to the use of VPN/proxy services. According to our terms and conditions, which the client initially signs, the casino reserves the right to block the user and cancel the account balance if these fraudulent methods are used. We are committed to resolving the complaint and compensating the client for their expenses.

If you need screenshots of the confirmation, I can email them to you.

Sincerely, the RX team

The use of a VPN was suggested to me by the Rx Casino representative when my account was unblocked after a year.

In order to find a solution and log in to the casino site..

It's also visible in the screenshot I uploaded with the email he sent me...

Until the moment my account was active, I had never used a VPN...

So they suggested to me, on their own, to use a VPN to access my account and request a withdrawal of the amount of 300 euros...

I solemnly declare that until the moment my account was blocked, a year ago, I had never used a VPN.

There was no reason, since I could and did play at the casino normally and also made transactions with them...

Τη χρήση vpn μου την πρότεινε ο εκπρόσωπος του Rx Casino, όταν ξεμπλοκαριστηκε ο λογαριασμός μου μετά από ένα χρόνο..

Προκειμένου να βρεθεί λύση και να κάνω είσοδο στο σάιτ του καζίνο..

Φαίνεται και στο στιγμιότυπο που έχω ανεβάσει με το μέηλ που μου έστειλε...

Μέχρι τη στιγμή που ήταν ενεργός ο λογαριασμός μου, ουδέποτε είχα χρησιμοποιήσει το vpn...

Μου πρότειναν λοιπόν από μόνοι τους,να κάνω χρήση vpn,για να μπω στο λογαριασμό μου και να κάνω αίτηση ανάληψης το ποσό των 300 ευρώ...

Δηλώνω υπεύθυνα ότι μέχρι την στιγμή που μπλοκαρίστηκε ο λογαριασμός μου, πριν ένα έτος, ουδέποτε είχα κάνει χρήση vpn..

Δεν υπήρχε κανένας λόγος,αφού μπορούσα και έπαιζα στο καζίνο κανονικά καί έκανα και συναλλαγές μαζί τους...

In this email, the RX Casino representative himself wonders why my account has been blocked and states that he is upset by their decision to only refund me the amount of my last deposit...

The conclusions are yours...

It's the same representative who suggested using a VPN in the previous screenshot I sent you, as there was no other way to log into my account.

The use of VPN was at the casino's instigation and not by my own choice...

Σε αυτό το μέηλ ο εκπρόσωπος του RX Casino απορεί και ο ίδιος για τον λόγο που έχει μπλοκαριστεί ο λογαριασμός μου και δηλώνει αναστατωμένος από την απόφαση τους να μου επιστρέψουν μόνο το ποσό της τελευταίας μου κατάθεσης...

Τα συμπεράσματα είναι δικά σας...

Είναι ο ίδιος εκπρόσωπος που μου πρότεινε τη χρήση vpn,στο προηγούμενο στιγμιότυπο που σας έστειλα, καθώς δεν υπήρχε άλλος τρόπος για να κάνω είσοδο στο λογαριασμό μου..

Η χρήση vpn έγινε με την παρότρυνση του καζίνο και όχι κατόπιν δικής μου επιλογής...

To clarify, you can't access our service without a VPN, so you must have been using it before the representative contacted you about a refund. We block accounts for VPN use and don't restore them, as it violates our terms and conditions, which you signed. We've decided to accommodate the client and return their deposit to resolve the complaint and alleviate their negative feelings.

Until a year ago, when my account was blocked, there was no VPN use on my part, as I had direct and convenient access to your site...

I've been able to log into my account since you blocked it, about a year ago...

Until that moment, access to your casino was possible without any use of a VPN...

You unblocked my account after a year and since then I have had no access to your site...

When your representative contacted me, he told me to log into my account and request a withdrawal of the 300 euros I had last deposited...

I tried to log into my account and there was no way to log in...

Then your representative suggested I try using a VPN...

As it happened...

So, at your urging, I logged into your site via VPN so that I could make a withdrawal request...

Until the moment you blocked my account, access for customers from Greece was without any problem and without any use of VPN...

But after a year, as you suggested, it was necessary to use a VPN for players from Greece...

If you can prove that I had used a VPN until a year ago, when you blocked my account, I am willing to refund the 300 euros you sent me a few days ago...

But you know very well that there is no such case...

This is the first time I've used a VPN in general, and it was at your urging, I repeat again..

I thanked you for paying my last deposit of 300 euros...

But there can't be any inaccuracies here...

Please prove the use of the VPN that was made on my behalf, a year ago, until the moment you blocked my account...

Μέχρι πριν ένα χρόνο, όταν και μπλοκαρίστηκε ο λογαριασμός μου,δεν υπήρξε καμία χρήση vpn εκ μέρους μου, καθώς είχα άμεση και άνετη πρόσβαση στο site σας...

Είσοδο στο λογαριασμό μου είχα να κάνω από τη στιγμή που τον μπλοκαρατε εσείς, πρίν ένα χρόνο περίπου...

Μέχρι εκείνη τη στιγμή η πρόσβαση στο καζίνο σας, γινόταν χωρίς καμία χρήση vpn...

Μου ξεμπλοκαρατε το λογαριασμό μετά από ένα χρόνο και από τότε δεν υπήρχε για εμένα πρόσβαση στο site σας...

Όταν επικοινώνησε ο εκπρόσωπος σας μαζί μου,μου είπε να κάνω είσοδο στο λογαριασμό μου και να κάνω αίτηση ανάληψης το ποσό των 300 ευρώ που είχα κάνει τελευταία κατάθεση...

Προσπάθησα να μπω στο λογαριασμό μου και δεν υπήρχε τρόπος να κάνω είσοδο...

Τότε ο εκπρόσωπος σας μου πρότεινε να δοκιμάσω τη χρήση vpn...

Όπως και έγινε...

Με τη δική σας παρότρυνση λοιπόν μέσω vpn έκανα είσοδο στο σάιτ σας προκειμένου να μπορέσω να κάνω αίτηση ανάληψης...

Μέχρι τη στιγμή που μου μπλοκαρατε το λογαριασμό μου,η πρόσβαση για πελάτες από Ελλάδα ήταν χωρίς πρόβλημα και χωρίς καμία χρήση vpn...

Μετά από ένα χρόνο όμως, όπως εσείς μου προτείνατε, ήταν απαραίτητη η χρήση vpn για παίχτες από Ελλάδα...

Αν εσείς αποδείξετε ότι είχα κάνει χρήση vpn, μέχρι πρίν ένα χρόνο, όταν και μου μπλοκαρατε το λογαριασμό μου, εγώ είμαι πρόθυμος να σας επιστρέψω τα 300 ευρώ που μου στείλατε πρίν λίγες μέρες...

Γνωρίζετε όμως πολύ καλά ότι δεν υπάρχει τέτοια περίπτωση...

Είναι η πρώτη φορά που χρησιμοποίησα vpn γενικά,και ήταν κατόπιν δικής σας παρότρυνσης επαναλαμβάνω και πάλι..

Σας ευχαρίστησα για την καταβολή της τελευταίας μου κατάθεσης των 300 ευρώ...

Αλλά δεν γίνεται να λέγονται ανακρίβειες εδώ μέσα...

Αποδείξτε σας παρακαλώ τη χρήση του vpn που έγινε εκ μέρους μου, πρίν ένα χρόνο, μέχρι τη στιγμή που μου μπλοκαρατε το λογαριασμό...

If you claim that I had used a VPN a year ago, then I wouldn't need your representative's advice in order to enter your casino...

I would have known that in advance...

I repeat that until a year ago, entering your site for players from Greece was convenient and direct, without the use of a VPN.

She was absolutely free...

After a year, things changed and using a VPN was necessary...

I didn't even know this and as you know I made countless attempts and conversations with your representatives, in live chat as well as via email, in order to find a way to enter your casino...

I've said it in my previous post, I don't mind losing, it's all in the game...

But I don't like injustice at all, like I imagine anyone does...

I also expect the beloved Casino Guru to take a position on the issue again...

Αν εσείς ισχυρίζεστε ότι είχα κάνει χρήση vpn πριν ένα χρόνο, τότε δεν θα χρειαζομουν τις συμβουλές του εκπροσώπου σας, προκειμένου να κάνω είσοδο στο καζίνο σας...

Θα το γνώριζα εκ των προτέρων...

Επαναλαμβάνω ότι η είσοδος στο σάιτ σας για παίχτες από Ελλάδα, μέχρι πρίν ένα χρόνο ήταν άνετη και άμεση, χωρίς χρήση vpn..

Ήταν απολύτως ελεύθερη...

Μετά από ένα χρόνο, άλλαξαν τα πράγματα και ήταν απαραίτητη η χρήση vpn...

Εγώ δεν το γνώριζα κάν αυτό και όπως γνωρίζετε έκανα άπειρες προσπάθειες και συνομιλίες με τους εκπροσώπους σας,σε ζωντανή συνομιλία καθώς και μέσω μέηλ, προκειμένου να βρεθεί τρόπος να κάνω είσοδο στο καζίνο σας...

Το έχω πει και σε προηγούμενη δημοσίευση μου,δεν με πειράζει να χάνω, όλα είναι μέσα στο παιχνίδι...

Δεν μου αρέσει καθόλου όμως,όπως και σε κανέναν φαντάζομαι,η αδικία...

Περιμένω και από το αγαπητό Casino Guru να πάρει θέση στο ζήτημα και πάλι...

Hello everyone,

thank you both for the updates.

Dear RX Casino,

thank you for your latest clarification.

However, after reviewing the information provided throughout this complaint, I still require further clarification and supporting evidence before I can make a final assessment.

There have been several different explanations provided regarding the account closure and the confiscation of the remaining balance. Initially, it was stated that all eligible funds had already been paid out and that no balance remained. It was later confirmed that the remaining balance was removed through an internal transfer after the account was blocked.

The current explanation is that the account was closed due to VPN/proxy usage. In order to properly assess this claim, I kindly ask you to provide evidence supporting this specific allegation.

Please provide:

• the date and time when the alleged VPN/proxy usage occurred;
• confirmation whether this activity happened before or after the account was originally blocked;
• the technical evidence showing the VPN/proxy detection (for example connection logs or other relevant security indicators).

Please note that a general statement that a VPN was detected is not sufficient in this case, especially considering the player's statement that VPN usage only occurred later, after the casino representative allegedly advised using a VPN to access the account.

If the evidence contains sensitive internal security information, you may provide it privately via email as usual → [email protected].

Dear diml131979,

thank you for your additional explanations.

To better understand the situation from your side, could you please provide more details regarding your access to the casino before the original account closure?

Specifically:

• What device(s) were you using to play (mobile phone, computer, tablet)?
• Which internet connection were you using (home Wi-Fi, mobile data, etc.)?

I will await the additional information from both parties before proceeding further.

Thank you for your cooperation.