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Subject: UP-X: Account blocked after verification, changing reasons, disabled official email, confiscated 21,000₽, refusal to provide arbitration

Casino: UP-X (upx.game)

Username/Email: [hidden by Casino Guru]

Amount: 21,000₽ total win + 1,000₽ deposit confiscated

Complaint:

I am filing a complaint against UP-X for blocking account after verification request, constantly changing reasons for block, disabling official support email, confiscating funds without evidence, and refusal to provide arbitration procedure stated in Terms & Conditions.

DETAILED TIMELINE:

1. First win and withdrawal request

• Won 1,000₽, requested withdrawal

• Account verification requested

2. Second win and block

• Won 20,000₽

• Submitted verification documents

• Account "temporarily blocked" after verification submission

• No specific reason given initially

3. Refusal to accept appeal

• Support initially refused to accept appeal

• Claimed decision by security team is final

• After my official response citing Terms & Conditions, ticket was accepted: SUPREQUPX-5625

4. Changing reasons for block

Stage Reason Given Evidence

Initial "Temporary block, suspicious activity" Screenshot #1

Then "Using someone else's data" Screenshot #2

Finally "Multi-accounting" Screenshot #5

5. Official email disabled — support@upx.game

Support claimed email is "not valid" and "technically unavailable", despite Terms & Conditions section 17.4 stating:

"Users may direct any questions, problems or official correspondence to the designated Company support email address: support@upx.game. The Company will make reasonable efforts to respond promptly."

This is direct violation of their own Terms. Screenshots #3 and #4 attached.

6. Refusal to provide arbitration details

When requested arbitration contact per section 16.3:

"If a friendly resolution is not reached within thirty (30) days, the dispute shall be finally resolved by arbitration conducted in accordance with the laws of the jurisdiction where the Company is registered."

Support replied: "This information cannot be provided from our side, all available details are located at the very bottom of the main page."

No specific arbitration institution named in Terms & Conditions. Screenshot #7 attached.

7. Confiscation of deposit

Requested return of 1,000₽ deposit per section 6.5. Support refused: "Funds in case of blocking are not subject to return." Screenshot #6 attached.

VIOLATIONS OF TERMS & CONDITIONS:

Section Violation

6.2 Blocked before requesting additional verification information

16.2 Refused friendly resolution

16.3 Refused to provide arbitration contact, making dispute resolution impossible

17.4 Disabled official support email listed in Terms

MY POSITION:

• One account: [hidden by Casino Guru]

• Unique passport, phone, email

• VPN allowed per section 4.4

• Ready for any verification (video, documents)

• No second account exists

Possible technical error: If "multi-accounting" detected by crypto deposit address — exchanges use shared hot wallets, thousands of users share same address. This is not violation.

REQUESTED RESOLUTION:

1. Complete verification and release 21,000₽ win + 1,000₽ deposit

2. OR return 1,000₽ deposit

3. OR provide specific evidence of account connection

ATTACHED EVIDENCE (in order):

1. Initial "temporary block" after verification

2. "Using someone else's data" + my verification offer

3. "Email not valid / technically unavailable"

4. Terms & Conditions section 17.4

5. "Multi-accounting" + "cannot provide data"

6. "Funds not subject to return"

7. Refusal to provide arbitration contact

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• What types of games did you play at this casino?
• Did you complete your player profile correctly and submit your personal information?
• Which documents did you provide to the casino for verification?
• Is there any possibility that someone from your household, or someone using the same IP address, also created an account at this casino?

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

Best regards

Veronika

What types of games have you played at this casino?

I played the game Zeus vs Hades, bought a bonus and won 20000r

Did you fill out your player profile correctly and provide your personal details?

Yes, the profile was filled out correctly.

What documents have you provided to the casino for verification?

Passport photo, passport photo on the background of your personal account

Is there a possibility that someone from your family or someone using the same IP address has also created an account at this casino?

No, that's out of the question.

Thank you for your reply.

• Could you please specify which countries you selected while using a VPN to access the casino website?
• Additionally, am I correct in understanding that you made deposits exclusively via cryptocurrency? If so, have you provided the casino with any documents or evidence confirming ownership of your crypto payment method?

Thank you in advance for your clarification.

1. The country of Belarus
2. A photo where the wallet is visible

1. Страну Беларусь
2. Фото где виден кошелек

Hello Zagarisneda,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Zagarisneda

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, Peter (peter.c@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,

Veronika

Hello there,

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

I would now like to ask UP-X Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and their winnings were 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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter