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.