RX Casino - Os ganhos do jogador foram confiscados e a conta encerrada.

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Dear TedFrnk1988,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

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,

Attila

Dear Attila,

Thank you for your response and for reviewing my case.

Regarding your questions:

1. To the best of my knowledge, no one from my household has created an account at RX Casino. I have no information indicating that another person using the same IP address registered or played on the platform. I have only ever operated a single account, under my personal details.
2. Yes, I completed the KYC verification process. I submitted all requested documents, including identification and proof of address. At no point prior to the confiscation was I informed that my verification had failed or was incomplete. On the contrary, my account appeared to be verified, and I was allowed to continue playing normally.

I would also like to reiterate that the casino has never provided any concrete evidence supporting their allegations of multi-accounting, VPN usage, or fraud. They have only cited general clauses without presenting IP records, technical logs, or any documentation proving a breach.

If RX Casino is alleging multi-accounting or IP-related violations, I respectfully request that they provide verifiable evidence to support such claims. Mere suspicion or internal conclusions without transparency should not justify the confiscation of €1,867 in legitimately obtained winnings.

I appreciate your assistance and look forward to your support in ensuring that RX Casino provides substantiated proof and proceeds with the payment of the confiscated funds.

Best regards,

[Redacted]

Dear TedFrnk1988,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello TedFrnk1988,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the RX Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? In case there is any evidence pertaining to this case, please send it to me at martin.l@caisno.guru. Thank you in advance for providing us with your view of the issue.

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 TedFrnk1988,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear TedFrnk1988,

I can confirm I have managed to reach a casino representative. I will update the thread soon.

Dear TedFrnk1988,

thank you for your patience. I am now waiting for clarifications from the casino's side.

Dear TedFrnk1988,

I am sorry to inform you that, as we have not received any further cooperation from the casino that would allow us to properly verify their claims or move the case forward, we are unable to continue with the complaint resolution process and will be forced to close this complaint as unresolved.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the website validator you can find in the footer of the casino's website. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

The casino may reopen this complaint at any time should they decide to cooperate further.

Kind regards,

Martin

We’ve reopened this complaint at the request of RX Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Martin,

Thank you for reopening this case.

Following an additional internal review of the player’s account, we can provide further clarification.

The account was flagged by our risk and compliance systems due to multiple inconsistencies detected during activity monitoring. In particular, our analysis identified repeated changes in connection parameters and network-related anomalies, which are commonly associated with the use of intermediary or anonymized network setups.

Additionally, the account triggered elevated fraud-risk indicators based on internal IP and behavioral evaluation. These factors, when assessed collectively, resulted in the account being classified as high-risk.

As per our Terms and Conditions (Section 26 – Fraud, AML and Prohibited Activities), the Company reserves the right to apply account restrictions, including closure and confiscation of funds, in cases where such risk indicators are identified.

Please note that, due to the sensitive nature of our security systems, we are unable to disclose specific technical details such as IP logs or internal detection parameters.

However, we can confirm that the decision was based on a combination of verified risk signals and not on a single isolated factor.

Based on the above, the applied measures, including account closure and balance confiscation, remain justified and final.

Kind regards,  

RX Casino Team

Dear Martin and Casino Guru Team,

Thank you for sharing the response provided by RX Casino.

I must formally challenge the position presented by the casino, as it remains entirely unsubstantiated and procedurally insufficient.

RX Casino claims that my account was flagged due to "network anomalies," "connection inconsistencies," and "elevated fraud-risk indicators." However, these statements are purely generic and lack any verifiable evidence. At no point have they provided:

• IP logs
• Device fingerprints
• Specific timestamps
• Any demonstrable link to VPN usage or anonymization tools
• Any evidence of multi-accounting or coordinated activity

The casino is effectively asking this process to accept unverified internal conclusions as proof, which is not acceptable under principles of fairness and dispute resolution standards.

I explicitly deny:

• Any use of VPN, proxy, or anonymization tools
• Any manipulation of connection parameters
• Any form of fraudulent or prohibited activity

Furthermore, it is important to highlight that:

• I played exclusively slots, with no advantage play or irregular patterns.
• The winnings were obtained through a bonus that was fully wagered and released in compliance with the rules.
• The account had undergone verification (KYC) without issue prior to the confiscation.

The casino’s reliance on "internal risk systems" without transparency effectively removes any possibility for the player to defend themselves. If no evidence is disclosed, then there is no way to verify whether the conclusions are accurate, proportional, or even applicable to my account.

Citing "security sensitivity" cannot justify a complete lack of evidence, especially in a case involving the confiscation of €1,867 in legitimate winnings.

At a minimum, the casino should be required to provide verifiable and reviewable evidence to a neutral third party (Casino Guru), even if such data cannot be fully disclosed publicly.

Without such evidence, this action must be considered arbitrary and unjustified.

Therefore, I respectfully request that:

1. RX Casino provides concrete and verifiable evidence supporting their claims.
2. If such evidence cannot be provided, the confiscation should be deemed unjustified.
3. The €1,867 be paid in full, as the winnings were obtained in compliance with the Terms and Conditions.

Thank you for your assistance and for ensuring a fair and transparent resolution process.

Kind regards,

TedFrnk1988

Dear TedFrnk1988,

thank you for your detailed response.

Dear casino representative,

thank you for outlining your point of view. However, we largely share the player's sentiment here. While we do not want to ignore your risk flags, we need to know the exact breaches that have supposedly happened on the player's account.

As for the IP - do you believe the player is located in a different country than the one he claims to be from? Has he received any actual advantage through such action, such as access to an exclusive bonus or similar?

Additionally are there any other suspicions related to this case? In case these are confidential and you do not want them to be accessible to public, please let me know at martin.l@casino.guru.

Dear Martin,

Thank you for your follow-up.

We have identified proxy-related network activity and additional risk indicators associated with this account, which led to its classification as high-risk under our Terms and Conditions.

A more detailed explanation and supporting evidence will be sent to you via email for review.

Kind regards,  

RX Casino Team

Dear casino representative,

I have re-sent our response. Please check your email.

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 Martin,

We have conducted an additional internal investigation regarding this case and sent further supporting evidence to your e-mail for review.

To briefly clarify, our concerns were not based on IP changes alone, but on the overall combination of network-risk indicators, connection inconsistencies, and account activity patterns identified during the review.

At this stage, the matter is related to the total risk profile of the account rather than any single isolated factor.

Kindly review the information provided privately, and please let us know if any further clarification is required from our side.

Kind regards,

RX Casino Team

Dear Casino representative,

thank you for your message, I have issued a response. I would like to highlight that our position remain unchanged.

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.