I joined Casino-X on 12 May 2025 and deposited €1777. I busted that but made a fresh deposit of €1500 on 22 May 2025, availed of a 100% bonus and reached a balance of €6900. I submitted a withdrawal for the amount of €5000.

The casino requested ID and proof of address, which I duly uploaded in the form of my passport and a utility bill showing my residence in Ireland.

They emailed me today (26 May 2025) to say:

"Please be informed that our casino forbids accounts to be opened by, or make any deposits or used from, customers who are residents (or citizens) of the United Kingdom [as per T&Cs]."

They have offered to return my deposits totaling €3279.95, but this is still well short of my total balance of the aforementioned €6900.

To confirm, even though I have an Irish address, because I have a Great British passport, they have decided not to send me all my winnings.

Please could you help me with my case.

Dear dsp99RF,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Casino-X. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Please specify if your permanent address is in Ireland, and if you were there when registering and playing at the casino?  
• Have you filled in your Irish address directly in the registration form?  
• Can you confirm if the casino has already returned to you the deposits you made?  

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

Best regards,

Natalia

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com 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.

Hi Natalia

Thank you for trying to help me. The answers to your questions are:

1) Yes to both

2) Yes

3) Not yet - here is their email:

"Hello,

I hope this e-mail finds you well.

Please be informed that your balance has been reduced to your deposit amount.

Your account will be blocked after you withdraw your deposit amount due to the fact that you are from a forbidden country.

You can place your withdrawal request right away.

If you have any questions, please don't hesitate to contact us, we're available via chat & email, and we're always happy to help.

Haktan "

Thank you very much for your reply, dsp99RF. Could you please forward any other relevant communication (chat logs, emails) between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Hi Natalia - I have emailed you the details you requested.

Thank you very much, dsp99RF, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, dsp99RF,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation in more detail?

What did he do wrong if he lives in Ireland, accessed the casino website from there, and the casino accepts players from this jurisdiction?

If needed, feel free to send the necessary details and supporting evidence to my email address ([email protected]).

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.

Greetings,

I am extending the timer once again, providing the casino with another 7 days to respond, contacting them also manually in all available ways outside the thread.

If no one from the casino comments on the thread or provides us with the requested information until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.