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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 (peter.c@casino.guru) 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 (peter.c@casino.guru). 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 samuel.s@casino.guru.

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 (samuel.s@casino.guru).

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 → samuel.s@casino.guru.

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.

Dear Casino Guru, the only device I used both before and after my account was blocked is my mobile phones...

When I was on a familiar Wi-Fi network, I used Wi-Fi.

Also, at other times, I connected using data from the mobile network I use...

And I repeat, the use of a VPN was only done a few days ago, at the urging of the Rx Casino representative...

Αγαπητό Casino Guru,η μόνη συσκευή που χρησιμοποίησα και πριν, αλλά και μετά το μπλοκάρισμα του λογαριασμού μου είναι τα κινητά μου τηλέφωνα...

Τις στιγμές που βρισκόμουν σε οικείο δίκτυο Wi-Fi, χρησιμοποιούσα το Wi-Fi..

Επίσης κάποιες άλλες στιγμές, συνδεομουν με χρήση δεδομένων του δικτύου της κινητής τηλεφωνίας που χρησιμοποιώ...

Και επαναλαμβάνω, χρήση vpn έγινε μόνο πριν λίγες μέρες, κατόπιν παρότρυνσης του εκπροσώπου του Rx Casino...

Sent in a private message

Hello everyone,

thank you both for the updates.

Dear RX Casino,

thank you for providing the additional information and screenshots via email. I have reviewed the evidence provided; however, unfortunately, I do not consider it sufficient to establish the alleged VPN usage in this case.

In particular, I do not see a clear connection between the IP address shown in the evidence and the player's account which would demonstrate that this specific IP address was actually used by the player to access or play on the account. I would therefore appreciate it if you could provide more detailed evidence establishing this connection, including the relevant date and time and the corresponding account activity.

There is also another important point I would like to clarify. From Casino Guru's perspective, the mere use of a VPN is not automatically considered unfair play if the VPN was not used to circumvent a geographical or other restriction, obtain an advantage over the casino, or otherwise abuse the casino's rules.

Therefore, even assuming that the player did use a VPN, I would like you to explain what specific advantage or restriction the player allegedly circumvented by using it in this case.

Furthermore, the player has provided screenshots indicating that your representative allegedly advised them to use a VPN in order to access the account and request a withdrawal. If VPN usage is strictly prohibited under your terms and is sufficient grounds for confiscating the player's balance, I would also appreciate your explanation as to why your own representative directed the player towards using a VPN.

Considering the above, and based on the information currently available to me, I do not see sufficient grounds to justify the confiscation of the player's remaining winnings solely on the basis of the alleged VPN usage.

Unless you can provide clear evidence demonstrating that the player used a VPN in a way that breached the applicable restrictions or provided them with an unfair advantage, I would expect the remaining eligible winnings to be paid to the player.

Please provide your clarification and any additional relevant evidence so that I can make my final assessment.

Thank you for your cooperation.

Good afternoon. As previously stated, due to violations of our terms and conditions, the casino reserves the right to block or terminate a client's account for violating the rules. To minimize the client's negative experience, we agreed to refund their deposit, which we did previously. Therefore, I would like the complaint to be resolved.

Good evening dear Casino Guru and RX Casino,

Mr. Rx Casino representative,

At first you said that all the withdrawal requests I had made had been completed..

It turned out that you were saying inaccuracies...

You said there was no balance in my account when you blocked it...

Again, inaccuracies...

There were 1245.96 euros that you transferred internally without any notification to me...

You returned my last deposit of 300 euros and I thanked you for that...

As a sign of goodwill and compromise, I counter-proposed that I be refunded a portion of my winnings, approximately 1/3 of the remaining 945.96...

I didn't get a response...

You recently mentioned that my account was blocked due to using a vpn...

THERE WAS NO VPN USE ON MY PART UNTIL YOU BLOCKED MY ACCOUNT...

After a year, you opened the discussion about my complaint and you continue to say inaccuracies...

Your representative himself, in an email he sent me, was surprised and expressed surprise at the treatment I received from you...

YOU YOURSELF SUGGESTED USING VPN A FEW DAYS AGO BECAUSE THERE WAS NO OTHER WAY TO ACCESS MY ACCOUNT FROM GREECE...

Until a year ago, I repeat that access was completely free...

Even now at this stage, you cannot explain to anyone exactly what terms and conditions I have violated...

Apparently there was no reason to block my account...

I mentioned to you in my previous posts that for many years I have been a customer, as well as a partner, in several betting companies...

I have never encountered this treatment...

And I'm sure you know that Casino Guru is a very reliable and beloved site for thousands of casino and betting players, and therefore the comments here are read by many people, who draw the same conclusions about the various betting companies and their treatment of their customers...

So after all this, how do you ask that a player's complaint against a betting company be considered resolved when he is owed 945 euros?

You can't prove a single thing and you just refer to generalities regarding your terms and conditions, but without anything specific...

I don't think this image you're showing to the outside world will help you attract other customers...

Καλησπέρα αγαπητό Casino Guru και RX Casino,

Κύριε εκπροσωπε του Rx Casino,

Στην αρχή είπατε ότι όλες οι αιτήσεις ανάληψης που είχα κάνει είχαν ολοκληρωθεί..

Αποδείχτηκε ότι λέγατε ανακρίβειες...

Είπατε ότι δεν υπήρχε υπόλοιπο στο λογαριασμό μου όταν μου τον μπλοκαρατε...

Και πάλι ανακρίβειες...

Υπήρχαν 1245,96 ευρώ τα οποία κάνατε εσωτερική μεταφορά χωρίς καμία ειδοποίηση προς εμένα...

Μου επιστρέψατε την τελευταία κατάθεση των 300 ευρώ και σας ευχαρίστησα για αυτό...

Ως ένδειξη καλής θέλησης και συμβιβασμού, αντιπροτεινα να μου επιστραφεί ένα μέρος των κερδών μου, περίπου το 1/3 από τα υπόλοιπα 945,96...

Δεν έλαβα απάντηση...

Αναφέρατε τελευταία ότι ο λογαριασμός μου μπλοκαρίστηκε λόγω χρήσης vpn...

ΔΕΝ ΥΠΗΡΞΕ ΚΑΜΙΑ ΧΡΗΣΗ VPN ΕΚ ΜΕΡΟΥΣ ΜΟΥ ΜΕΧΡΙ ΤΗ ΣΤΙΓΜΗ ΠΟΥ ΜΠΛΟΚΑΡΑΤΕ ΤΟ ΛΟΓΑΡΙΑΣΜΌ ΜΟΥ...

Μετά από ένα χρόνο ανοίξατε τη συζήτηση για το παράπονο μου και συνεχίζετε να λέτε ανακρίβειες...

Ο ίδιος ο εκπρόσωπος σας σε μέηλ που μου έστειλε απορούσε και δηλωνε έκπληκτος με την αντιμετωπιση που είχα από εσάς...

ΕΣΕΙΣ ΟΙ ΙΔΙΟΙ ΜΟΥ ΠΡΟΤΕΊΝΑΤΕ ΤΗ ΧΡΗΣΗ VPN ΠΡΙΝ ΛΙΓΕΣ ΜΕΡΕΣ ΓΙΑΤΙ ΔΕΝ ΥΠΗΡΧΕ ΑΛΛΟΣ ΤΡΟΠΟΣ ΝΑ ΚΑΝΩ ΕΊΣΟΔΟ ΣΤΟ ΛΟΓΑΡΙΑΣΜΟ ΜΟΥ ΑΠΟ ΕΛΛΑΔΑ...

Μέχρι πριν ένα χρόνο επαναλαμβάνω ότι η πρόσβαση ήταν τελείως ελεύθερη...

Ακόμη και τώρα σε αυτό το στάδιο,δεν μπορείτε να εξηγήσετε σε κανέναν,τι ακριβώς όρους και προϋποθέσεις έχω παραβιάσει...

Προφανώς δεν υπηρχε κανένας λόγος για να μπλοκάρετε το λογαριασμό μου...

Σας ανέφερα και σε προηγούμενες αναρτήσεις μου, ότι εδώ και πολλά χρόνια είμαι πελάτης, αλλά και συνεργάτης σε αρκετές στοιχηματικες εταιρείες...

Αυτή την αντιμετώπιση δεν την έχω συναντήσει ποτέ μου...

Και είμαι σίγουρος ότι γνωρίζετε ότι το Casino Guru είναι ένα πολυ αξιόπιστο αλλά και αγαπητό σε χιλιάδες παίχτες καζίνο και στοιχήματος,και ως εκ τούτου τα σχόλια εδώ μέσα διαβάζονται από πάρα πολλούς ανθρώπους,οι οποίοι βγάζουν και τα ανάλογα συμπεράσματα για τις διάφορες στοιχηματικες εταιρείες και την αντιμετώπιση προς τους πελάτες τους...

Μετά από όλα αυτά λοιπόν,πως ζητάτε να θεωρηθεί επιλυμενο ένα παράπονο παίχτη προς στοιχηματικη εταιρεία,όταν του οφείλονται 945 ευρώ;

Δεν μπορείτε να αποδείξετε το παραμικρό και απλά αναφέρεστε σε γενικότητες σχετικά με τους όρους και τις προϋποθέσεις σας, αλλά χωρίς κάτι συγκεκριμένο...

Δεν νομίζω ότι αυτή η εικόνα που δείχνετε προς τα έξω,θα ωφελήσει ώστε να προσελκύσετε και άλλους πελάτες...

Dear customer, you were notified that your account has been blocked. After the account is blocked, your funds are debited and not restored, as the system has detected you violating our rules. To minimize your frustration, I contacted the finance department to request a refund of your deposit, which you agreed to. I have clarified all the details with you, so I ask you to resolved this complaint

Yes, that will be the end of how I pay my last deposit...

Through a bank transfer which was ultimately not possible, as the transaction had to be made only through cryptocurrencies...

Ναι θα είναι το τέλος όσον αφορά τον τρόπο καταβολής της τελευταίας μου κατάθεσης...

Μέσω τραπεζικής μεταφοράς η οποία δεν ήταν εφικτή τελικά, καθώς η συναλλαγή έπρεπε να γίνει μόνο μέσω κρυπτονομισματων...

Your representative himself states that he is upset and surprised by your decision to refund me only the amount of my last deposit...

Ο ίδιος ο εκπρόσωπος σας δηλώνει αναστατωμένος και έκπληκτος από την απόφαση σας να μου επιστρέψετε μόνο το ποσό της τελευταίας μου κατάθεσης...

The finance department decided to pay you your last deposit. You and the manager agreed on this and on closing the complaint. Accordingly, we, on our part, went to meet you halfway, so I still ask for the complaint to be closed.

Hello everyone,

thank you both for the additional information.

Dear RX Casino,

I would appreciate it if you could please address the questions raised in my previous message, as I have not yet received a direct answer to them.

At this stage, based on the evidence available to me, I am still unable to establish that the alleged VPN usage justified the confiscation of the player's remaining balance. Therefore, if no further clarification or supporting evidence is provided, the current evidence would lead me to close the complaint as unresolved.

I would therefore ask you to respond to my previous questions and provide any additional evidence you believe is relevant before I make my final assessment.

Thank you for your cooperation.

Dear Casino Guru, there is no evidence of VPN use before the account was blocked, simply because THERE WAS NO VPN USE before my money was seized...

Access from Greece was absolutely free...

After a year when the discussion about my complaint was reopened, and after I made countless attempts to connect, RX Casino itself suggested that I connect using a VPN...

And I don't think I've won such an excessive amount of money that this behavior from RX Casino is justified...

Of course, the right thing is for there to be justice whether you win 1 euro or 100,000...

Αγαπητό Casino Guru,δεν υπάρχουν αποδεικτικά στοιχεία για χρήση vpn πρίν το μπλοκάρισμα του λογαριασμού πολύ απλά γιατί ΔΕΝ ΥΠΗΡΞΕ ΚΑΜΙΑ ΧΡΗΣΗ VPN πριν την κατάσχεση των χρημάτων μου...

Η πρόσβαση από Ελλάδα ήταν απολύτως ελεύθερη...

Μετά από ένα χρόνο που άνοιξε ξανά η συζήτηση για το παράπονο μου,και αφού έκανα άπειρες προσπάθειες να συνδεθώ μου πρότεινε το ίδιο το RX Casino να συνδεθώ με τη χρήση VPN...

Και δεν νομίζω ότι έχω κερδίσει ένα τόσο υπερβολικό ποσό ώστε να δικαιολογείται η συμπεριφορά αυτή από το RX Casino...

Βέβαια το σωστό είναι να υπάρχει δικαιοσύνη είτε κερδίσεις 1 ευρώ είτε 100000...

Dear Samuel and diml131979,

I've sent you some additional information.

Dear diml131979,

For my part, I wouldn't want you to have too many negative experiences with our casino. We offered you a solution, and you accepted it. Since our casino rules were violated, we reserve the right to block and terminate your account. This clause is stated in our terms and conditions, which you signed and were required to adhere to. In our case, I believe the complaint should be closed

Dear RX Casino representative,

I already have several negative experiences with your casino...

You haven't proven what terms and conditions I have violated...

You're talking about the VPN, which you suggested I use to log into my account from Greece, a year after closing my account, as there was no other way to access it...

You stated that you had paid all withdrawal requests at the time my account was blocked...

Inaccuracies...

You made an internal transfer of the money I had earned, without me receiving any notification and without any explanation...

You were blocking my live chat a year ago, when I was trying to figure out what had happened...

Even now you have not proven or explained what exactly happened...

Just mention in general terms and conditions...

Your own representative, who contacted me via email, was surprised by this behavior of yours...

What exactly have I violated, explain to us here...

Don't speak in generalities and vagueness...

You said you used a VPN, but you can't prove it...

You know very well that in your casino, I only played sports betting and blackjack...

With all this behavior, do you want this complaint to be closed???

I've lost in the past and I've generally learned to lose...

It's all in the game...

Sometimes you win and sometimes you lose...

But I do not accept injustice and in this case there is a great injustice towards me...

Please think again and don't just ask for this complaint to be closed without having proven anything...

On the contrary, you have been exposed with what you mention without being able to support it...

Αγαπητέ εκπροσωπε του RX Casino,

Έχω ήδη αρκετές αρνητικές εμπειρίες από το καζίνο σας...

Δεν έχετε αποδείξει τι όρους και προϋποθέσεις έχω παραβιάσει...

Λέτε για το VPN, το οποίο εσείς μου προτείνατε να χρησιμοποιήσω για να κάνω είσοδο στο λογαριασμό μου από Ελλάδα,ένα χρόνο μετά το κλείσιμο του λογαριασμού μου, καθώς δεν υπήρχε άλλος τρόπος πρόσβασης...

Αναφέρατε ότι είχατε πληρώσει όλα τα αιτήματα ανάληψης τη στιγμή του μπλοκαρισματος του λογαριασμού μου...

Ανακρίβειες...

Κάνατε εσωτερική μεταφορά τα χρήματα που είχα κερδίσει, χωρίς να λάβω καμιά ειδοποίηση και χωρίς κάποια εξήγηση...

Μου κλεινατε τη ζωντανή συνομιλία πρίν ένα χρόνο, όταν προσπαθούσα να καταλάβω τι είχε συμβεί...

Ακόμα και τώρα δεν έχετε αποδείξει ή εξηγήσει τι ακριβώς έχει συμβεί...

Απλά αναφέρετε γενικά για τους όρους και τις προϋποθέσεις σας...

Ο ίδιος ο εκπρόσωπος σας που ήρθε σε επικοινωνία μαζί μου μέσω μέηλ, απορούσε με αυτή τη συμπεριφορά σας...

Τι έχω παραβιάσει ακριβώς, εξηγήστε μας εδώ...

Μη μιλάτε με γενικολογα και ασάφειες...

Είπατε για χρήση VPN, αλλά δεν μπορείτε να το αποδείξετε...

Γνωρίζετε πολύ καλά ότι στο καζίνο σας, έπαιζα μόνο αθλητικά στοιχήματα και μπλακτζακ...

Με όλη αυτή τη συμπεριφορά σας, θέλετε να κλείσει αυτό το παράπονο ;;;

Έχω χάσει στο παρελθόν και έχω μάθει γενικά να χάνω...

Όλα είναι μέσα στο παιχνίδι...

Κάποιες φορές νικας και κάποιες χάνεις...

Δεν δέχομαι όμως την αδικία και σε αυτή την περίπτωση υπάρχει μια μεγάλη αδικία προς το μέρος μου...

Παρακαλώ ξανασκεφτειτε το και μη ζητάτε απλά να κλείσει αυτή η καταγγελία χωρίς να έχετε αποδείξει το παραμικρό...

Το αντίθετο μάλιστα, έχετε εκτεθεί με αυτά που αναφέρετε χωρίς να μπορείτε να τα υποστηρίξετε...

Hello everyone,

thank you both for the additional updates and for continuing to cooperate with the investigation.

Dear diml131979,

I understand your position and, based on the information currently available to me, I am still inclined to support your side regarding the confiscation of the remaining balance.

The casino has now provided evidence indicating that the account was accessed through a VPN/proxy using an IP address located in the Netherlands. I have taken this evidence into consideration. However, I do not believe that the mere fact that a VPN was used is, by itself, sufficient to justify confiscating the player's remaining balance.

From Casino Guru's perspective, the use of a VPN is not automatically considered fraudulent or an unfair practice where it did not allow the player to circumvent a geographical restriction, obtain access to games or promotions that were unavailable to them, or otherwise gain an unfair advantage over the casino. We have applied this approach in other cases as well.

In this case, there is also an additional circumstance that I consider particularly important. You have provided evidence showing that, after the account had already been closed and after the case was reopened approximately a year later, a representative of RX Casino instructed you to use a VPN in order to access the account and request the refund of your last deposit.

Therefore, I cannot simply disregard this evidence and conclude that any VPN usage automatically constitutes fraudulent activity just because the casino's Terms prohibit VPNs.

Dear RX Casino,

I would like to make it clear that I will decide when this complaint can be considered resolved and closed. At this stage, I do not consider the matter resolved merely because the player's last deposit of €300 was refunded.

The remaining issue is the confiscation of the €1,245.96 balance. In order for me to support that decision, I need to understand what the alleged VPN usage actually enabled the player to do and what specific rule or restriction was allegedly circumvented.

You have now provided evidence that the player used a VPN connected to an IP address in the Netherlands. However, this still does not answer the most important questions.

Please clarify the following points specifically:

1. Was Greece an allowed or restricted country under your Terms and Conditions at the time when the account was originally blocked in 2025?
2. Was the Netherlands an allowed or restricted country under your Terms and Conditions at that time?
3. If Greece was an allowed country, what geographical restriction did the player allegedly circumvent by connecting through a Dutch IP address?
4. If the Netherlands was a restricted country, how was the player able to access the casino through a Dutch IP address in the first place? Does your website or registration/login system technically block access based on the user's IP location when a restricted country is detected?
5. What specific advantage did the player obtain through the use of the VPN? For example, did the VPN allow the player to access a promotion, bonus, game, payment method, or other service that would not have been available to them when connecting normally from Greece?
6. Did the player obtain any bonus or promotional advantage that was unavailable to players located in Greece? If so, please identify the specific promotion and explain how the VPN enabled the player to access it.
7. More generally, if the player's actual country of residence, Greece, was permitted, what was the practical purpose or effect of changing the apparent location to the Netherlands?

This distinction is important. A VPN can certainly be used to circumvent geographical restrictions, and where there is evidence that this was done to access restricted games, bonuses or other services, we can consider such conduct a serious breach. However, the mere fact that the IP address belongs to a VPN provider or is located in another country does not, without further context, establish that the player gained an unfair advantage.

There is another point I would like you to clarify.

The player states that VPN usage occurred only after the account had already been closed, when your representative instructed him to use a VPN because he could no longer access the casino normally and needed to request the €300 refund. The player has provided supporting correspondence for this claim.

If VPN usage is strictly prohibited and can result in the complete confiscation of the player's balance, I need an explanation as to why your own representative subsequently instructed the player to use a VPN to access the account.

This is particularly relevant because the player is not claiming that he used the VPN to obtain any advantage. On the contrary, he claims that he used it only because your representative instructed him to do so in order to access his already-closed account and request the refund.

Given these changing explanations, I need the final explanation to be specific and supported by the available evidence rather than simply referring generally to the Terms and Conditions.

At this stage, I therefore still do not consider the refund of the €300 deposit to be sufficient resolution of the complaint.

RX Casino, please provide a clear response to the questions above. In particular, I need you to clarify the status of Greece and the Netherlands under your country restrictions at the relevant time, explain what restriction or advantage was allegedly circumvented through the Dutch VPN, and explain how your system handles access from restricted countries.

Once I have this information, I will review the evidence again and make my final assessment regarding the remaining €1,245.96.

Thank you both for your cooperation.

Good afternoon.

Our representative directed him to use a VPN so that the client could withdraw the 300 euros he had agreed upon

Dear Casino Guru, I have already informed that the use of the VPN was only done a few days ago and only at the urging of the RX Casino representative in order to access my account and make a withdrawal request...

At this time there is no other way from Greece to access RX Casino...

Until a year ago, access was completely free...

They suggested I log in with a VPN themselves, because there is no other method to log in to my account...

I never said I didn't use it...

I only used it when they asked me to...

Αγαπητό Casino Guru,έχω ήδη ενημερώσει ότι η χρήση του VPN έγινε μόνο πριν λίγες μέρες και μόνο με την παρότρυνση του εκπροσώπου του RX Casino προκειμένου να έχω πρόσβαση στον λογαριασμό μου και να κάνω αίτηση ανάληψης...

Αυτή τη στιγμή δεν υπάρχει άλλος τρόπος από Ελλάδα για να γίνει είσοδος στο RX Casino...

Μέχρι πριν ένα χρόνο ήταν απολύτως ελεύθερη η πρόσβαση...

Μου πρότειναν να μπω με VPN οι ίδιοι, γιατί δεν υπάρχει άλλη μέθοδος για να κάνω είσοδο στο λογαριασμό μου...

Δεν είπα ποτέ ότι δεν το χρησιμοποίησα...

Το χρησιμοποίησα μόνο όταν μου το ζήτησαν οι ίδιοι...

How can you accuse someone of using a VPN when you yourself are suggesting it???

Honestly, this doesn't make any sense...

You said that using a VPN was the reason my account was blocked...

Please prove that I was using a VPN up until the moment you closed my account...

Until a year ago, I repeat, access was absolutely free from Greece...

Never used a VPN until last year...

My account was blocked last year, not this year...

Your VPN use (at your request) was done this year..

How is it possible that this is the reason you closed my account and removed my balance??

Πως μπορείς να κατηγορείς κάποιον ότι έκανε χρήση VPN, όταν εσύ ο ίδιος του το προτείνεις ;;;

Ειλικρινά δεν έχει λογική όλο αυτό...

Είπατε ότι η χρήση VPN ήταν ο λόγος του μπλοκαρισματος του λογαριασμού μου...

Αποδείξτε σας παρακαλώ ότι έκανα χρήση VPN μέχρι τη στιγμή που κλείσατε το λογαριασμό μου...

Μέχρι πρίν ένα χρόνο επαναλαμβάνω η πρόσβαση ήταν απολύτως ελεύθερη από Ελλάδα...

Ουδέποτε χρησιμοποιήθηκε μέχρι πέρυσι VPN...

Το μπλοκάρισμα του λογαριασμού μου έγινε πέρυσι και όχι φέτος...

Η χρήση VPN (κατόπιν παρότρυνσης) σας έγινε φέτος ..

Πώς είναι δυνατόν να είναι αυτός ο λόγος που κλείσατε το λογαριασμό μου και αφαιρέσατε το υπόλοιπο μου ;;

Hello everyone,

Dear diml131979,

I’m sorry that I was not able to resolve this complaint for you.

I have reviewed the casino’s latest response, but unfortunately, it does not address the questions I specifically raised regarding the alleged VPN usage and the confiscation of your remaining balance.

As you can see from the casino’s latest response, they have only confirmed that their representative instructed you to use a VPN in order to access the account and request the €300 refund. They have not provided the additional clarification I requested regarding the alleged VPN usage that supposedly justified the original confiscation of your €1,245.96 balance.

The evidence provided by the casino has therefore not been sufficient for me to establish that the VPN usage was connected to any circumvention of geographical restrictions, access to otherwise unavailable promotions or services, or any other unfair advantage.

Without the casino's cooperation and sufficient evidence addressing these points, I cannot reasonably continue the investigation or conclude the complaint in the casino's favor.

For this reason, I will now close the complaint as Unresolved.

I understand that this is not the outcome you were hoping for. However, an unresolved complaint reflects the casino's failure to provide sufficient cooperation and evidence, and it may negatively affect the casino's Safety Index rating.

If RX Casino decides to provide the requested clarification or supporting evidence at a later stage, they may request that the complaint be reopened and I will review the new information.

As a further option, you may consider submitting a complaint directly to the licensing authority of the casino. According to the available information, the relevant authority is Anjouan Gaming. You can find more information here:

https://casino.guru/licensing-authorities/comoros-license

I’m sorry that I could not do more in this case, but without the casino properly addressing the issues raised and providing sufficient evidence, there is unfortunately no reasonable basis on which I can reach a different conclusion.

Thank you for your cooperation throughout the investigation.

Best regards,

Samuel

Casino Guru