Casinorex - A conta do jogador foi encerrada.

this casino has closed my account the day after I made a win and it's not even a big one. I have written them an email asking about it and they have responded with requesting several documents which I have sent right away. After a few days they have written a new email requesting more documents including a selfie with a note, which I have also sent right away. From that moment I haven't heard from them. I have tried talking to their support who said to patiently wait for the administration's response. They never responded. I wrote them an email asking for any update or feedback, got no response on the email too. This is so not fair nor acceptable. It's been going on for 2 months now and I am tired of sending them emails and waiting for a response which I won't get. Please help me

Dear weldonphilip07,

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. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Hi,

I have registered in November, I beleive it was 14th and that day I have made a win. First i played with my bonus money and after it was wagered I have played with my real money and won. The day after, i tried to login and it said my account is disabled. They have then requested a lot of documents from me so they can verify my account, but I never got any feedback. I have played only a slot game. I am sending you screenshots of communication between casino and me

Hi weldonphilip07,

I would like to ask if you also provided the PDF statement of all transactions and the source of income document that the casino requested, as shown in the screenshot. This will help us ensure that all the necessary documents were submitted for the verification process.

Thank you in advance for your reply.

Hi,

Yes, I have sent those documents, except for my source of income, as I am currently not working but seeking a job.

Hi weldonphilip07,

Thank you so much for getting back to me and confirming the documents you’ve submitted.

I want to make sure we do everything we can to help you move forward.

• Could you kindly let me know how much was your deposit that you used to accumulate your winnings? The casino has the right to ensure that the funds used for deposits are from legal sources, and they need to make sure that players have enough financial means to play responsibly.
• Since you mentioned that you’re currently seeking a job, I understand that your income situation may be uncertain at the moment. Would you be comfortable sharing how you are able to fund your gambling activities during this time? This information is crucial in helping us clarify things with the casino and find a way to move forward.

I truly appreciate your patience and cooperation as we work to resolve this.

Thank you in advance for your reply.

Dear weldonphilip07,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi i deposited 200 its not that much. I have my savings a bit from before, sometimes i win in casino so it comes back. Why is that important for withdrawing my money, it was not a problem when i deposited it.

Thank you very much, weldonphilip07, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear weldonphilip07,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Casinorex's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Casinorex,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Dear Casinorex,

Thank you for your clarification.

Dear weldonphilip07,

Could you kindly explain why the requested documents have not been provided to the casino?

Hi

i would like to clarify that on 29th of november 2024 i sent a selfie with a note that they requested as well as transaction history from my skrill to their email support@casinorex.com to which they never responded. I didnt sent a payslip because i dont work but they can see from my statement which i also sent to them that i get money from government. Kubo i will send you all evidence to your email because this is completely false accusation.

Dear Casinoguru,

On November 22, 2024, the player sent some documents to our support email. However, after reviewing the submission, we requested additional documents, specifically:

• A PDF statement showing all incoming and outgoing transactions from their Skrill account for the last six months.
• Proof of source of income for the past three months.
• A selfie holding their ID along with a handwritten note stating: "Hi Casinorex [current date]."

Despite our clear request, the player never provided the required documents. Therefore, their claim that they submitted everything and received no response is completely false. We can provide copies of our email correspondence as evidence that we clearly outlined the missing documents.

Kind regards,

Casinorex Support Team

Dear weldonphilip07,

Thank you for sharing the email communication with the casino regarding their initial document request, which you provided the following day. However, on that same day, the casino requested additional documents, which do not appear to have been submitted, as the next message in the thread is from December 10, 2024, when you mentioned sending documents 10 days earlier.

There is no visible record of this submission in the email thread or the screenshots you provided.

Could you please forward me the original message sent on November 30, 2024, along with the attached documents requested by the casino?

Thank you.

Dear Casinorex,

As you suggested, please forward me a copy of your email correspondence with the player regarding the request for additional documents. You may send the evidence to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Hi

I have sent them all documents and that selfie with a note too. I am going to forward you that email which i have sent to them.

Dear weldonphilip07,

Thank you for forwarding the email. Could you kindly send it as an attachment following the instructions in this manual?

Thank you.

Hi

I sent the download of the email to your email.

Dear weldonphilip07,

Thank you very much for providing the email.

Dear Casinorex,

The player has provided us with a copy of the email sent to your casino on November 29, 2024, at 03:47 PM GMT, which included the requested selfie (holding a handwritten note as per your request) and a transaction history for his Skrill account.

The only missing document appears to be the proof of source of income. Could you please clarify whether this was the only issue, or were you unable to locate the player's email at all?

Thank you for your time and cooperation.

Dear Casinoguru,

We would like to clarify that the player did not send us any emails on November 29, 2024. As we previously communicated, on March 3, we forwarded you all correspondence with the player throughout the relevant period. After carefully reviewing our records, we can confirm the following:

1. No selfie with the required handwritten note was received.
2. No PDF statement showing all incoming and outgoing transactions from their Skrill account for the last six months was provided.
3. No proof of source of income for the past three months was submitted.

We have no information regarding where the player may have sent the email in question, but we can categorically confirm that none of the requested documents were received by our team. Furthermore, we have already provided you with evidence supporting this.

Additionally, the player was found to be in violation of the casino's Terms and Conditions, resulting in the permanent closure of their account across the entire platform. This decision is final and irrevocable, and we will not consider or respond to any additional complaints from them.

Kind regards,

Casinorex Support Team

Dear weldonphilip07,

As there is still a discrepancy between your claims and those of the casino regarding the email sent on November 29, and since verifying the email’s validity is nearly impossible, our standard procedure in such cases is to request a screen recording as evidence.

Please provide a video recording showing you accessing the "Sent" folder in your email client, locating the message in question, opening it, and displaying its content. Kindly ensure that all relevant details, including the date, recipient, and any attachments, are clearly visible in the video.

You can send the recording to my email address at jakub.m@casino.guru.

Thank you in advance for your cooperation. Please let me know if you need any assistance.

Hi

I sent you screen recording to your email. Thank you.

Dear weldonphilip07,

Thank you for providing the screen recording as requested. Would you be comfortable with me sharing the recording along with your original message with the casino?

Dear Casinorex,

It appears that the player did indeed send the requested documents via email on November 29, 2024. This may simply be a mailbox issue on one side.

In your last message, you stated that the player was found in violation of the Terms & Conditions. Could you please clarify the specific violation committed and provide all relevant evidence? You may send the details to my email address, as mentioned earlier.

Thank you for your cooperation.

Hi, yes you can share it. Maybe that will help them realize I did all I was asked for.

Dear weldonphilip07,

Thank you for your approval. I have forwarded the original email from November 29, 2024, along with the screen recording you provided.

Dear Casinorex,

I have sent you the aforementioned files along with additional inquiries, including a request for clarification regarding the alleged violation of the Terms & Conditions committed by the player. Please respond to my email at your earliest convenience.

Thank you for your cooperation.

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.

Dear Casinorex,

I would like to kindly remind you that I sent an email on March 31 and have not yet received a response. Could you please look into it and respond at your earliest convenience?

Thank you in advance.

Dear weldonphilip07,

Unfortunately, the casino has ceased communication and failed to provide the requested evidence within the given timeframe. Without their cooperation, there’s little more we can do at this stage.

As a result, I will mark the complaint as unresolved in our system. I understand this isn’t the resolution you were hoping for, but please note that unresolved complaints negatively impact the casino’s rating, which may encourage a change in their approach.

Should the casino decide to respond in the future, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo