Dear Sir/Madam,

It is with great regret and concern that I am writing to you regarding my outstanding winnings and the inexplicable account closure at X1 Casino. It seems that these actions have been taken due to my winning activities, which is incredibly frustrating for me. The way I have been treated as a player is extremely disrespectful and inappropriate. Sadly, there are some casinos which do not hesitate to treat their players poorly and potentially even cheat them.

This matter involves winnings of 8,000 Euros, of which 4,000 Euros have already been transferred to my account. The remaining 4,000 Euros have not been paid to me despite assurances from X1 Casino until the start of December 2023. In view of this situation, I am turning to you in the hope of receiving support.

Despite repeated written requests to forward my outstanding winnings to be processed by the finance department, I have not yet received any response. Moreover, I have made several attempts to contact my VIP advisor. Unfortunately, she only responded once, assuring me that the remaining 4,000 Euros will be transferred by the beginning of December. Since this payment has not been made, I contacted her again, but suddenly, she is no longer responding to my inquiries.

I would like to point out that the casino informed me on November 17, 2023,:

"VIP Stakes/X1

Fr., 17. Nov., 01:47

Hi Pepe,

Good evening,

I just got an update regarding your pending balance in your X1 account, it will be processed within this month.

Wishing you a great day ahead."

I have noticed that the chat staff always responded promptly before I won. However, after I won, it seems as though they are avoiding communication with me.

I kindly ask you for your assistance and resolution to this problem. It is extremely frustrating and disappointing that despite multiple attempts and assurances, I am still waiting for my outstanding winnings.

Yours sincerely,

Pepe

Sehr geehrte Damen und Herren,

mit gro?em Bedauern und Sorge wende ich mich an Sie bezüglich meiner ausstehenden Gewinnauszahlungen und der unerkl?rlichen Kontoschlie?ung bei X1 Casino. Es scheint, dass diese Ma?nahmen aufgrund meiner Gewinnaktivit?ten getroffen wurden, was für mich ?u?erst frustrierend ist. Die Art und Weise, wie ich als Spieler behandelt wurde, empfinde ich als ?u?erst respektlos und unangemessen. Leider gibt es einige Casinos, die keine Bedenken haben, ihre Spieler schlecht zu behandeln und m?glicherweise sogar zu betrügen.

Es geht um einen Gewinn in H?he von 8.000 Euro, von denen bereits 4.000 Euro auf mein Konto überwiesen wurden. Die verbleibenden 4.000 Euro wurden mir trotz Zusage seitens des X1 Casinos bis Anfang Dezember 2023 nicht ausgezahlt. Angesichts dieser Situation wende ich mich an Sie in der Hoffnung auf Unterstützung.

Trotz mehrfacher schriftlicher Aufforderungen, meinen ausstehenden Gewinn zur Bearbeitung an die Finanzabteilung weiterzuleiten, habe ich bis heute keine Rückmeldung erhalten. Darüber hinaus habe ich mehrere Versuche unternommen, Kontakt mit meiner VIP-Beraterin aufzunehmen. Leider hat sie nur einmal geantwortet und mir versichert, dass die verbleibenden 4.000 Euro bis Anfang Dezember überwiesen werden. Da diese Zahlung jedoch nicht erfolgt ist, habe ich sie erneut kontaktiert, aber pl?tzlich reagiert sie nicht mehr auf meine Anfragen.

Ich m?chte Sie darauf hinweisen, dass mir von Seiten des Casinos am 17. November 2023 mitgeteilt wurde:

"VIP Stakes/X1

Fr., 17. Nov., 01:47

Hi Pepe,

Good evening,

I just got an update regarding your pending balance in your X1 account, it will be processed within this month.

Wishing you a great day ahead."

Es ist mir aufgefallen, dass das Chat-Personal vor meinem Gewinn stets prompt reagiert hat. Nachdem ich jedoch gewonnen habe, scheint eine Kommunikation mit mir vermieden zu werden.

Ich bitte Sie h?flichst um Unterstützung und L?sung dieses Problems. Es ist ?u?erst frustrierend und entt?uschend, dass ich trotz mehrerer Versuche und Zusicherungen immer noch auf meine ausstehenden Gewinne warte.

Mit freundlichen Grü?en,

Pepe

Dear Pepe73,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with X1 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly your casino account has been blocked?
• Could you please advise how long have you been a player in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games)
• Have you received any justification from your VIP advisor, or live chat regarding the delay or the account closure?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas,

Thank you very much for your prompt reply. I have been playing at Immediately after a few days my account was closed and I no longer had access to my data. Of course, I immediately wrote to support and asked why was my account blocked? The casino told me there was no particular reason for this, the casino was allowed to block any account at will and so my account was blocked.

I played slots.

My VIP manager got in touch last night and wrote the following to me:

..."I apologize for the late response and the inconvenience the issue has caused you. Let me followup the said amount again to our Finance Team to expedite the process for you.

Kind regards,

.... – VIP Casino Manager

She hasn't told me the reason why my money hasn't been paid out yet. From what I've experienced so far, it doesn't seem like my account will be reopened.

If you require further information, please do not hesitate to contact me.

Best regards

Pepe

Hallo Tomas,

danke herzlich an deinem prompten Antwort. Ich spiele bei X1 Ca. seit dem April 2023 und hatte davor gute Erfahrungen und habe kleinere Gewinne ausgezahlt bekommen alle waren sehr nett zu mir und ich bekam ein VIP Spieler, die Situation ?nderte sich abrupt nachdem ich ein Gewinn von 8000 Euro erfahren habe. Sofort nach ein paar Tage wurde mein Konto geschlossen und ich hatte kein Zugriff mehr auf meine Daten. Ich habe dazu natürlich den Support sofort angeschrieben und gefragt warum wird mein Konto gesperrt? Das Casino hat mir gesagt es gibt dazu kein besondere Grund, das Casino darf jede Konto nach belieben sperren und so wurde mein Konto gesperrt.

Ich habe Slots gespielt.

Mein VIP Managerin hat sich gestern Abend gemeldet und schrieb folgendes an mich:

..."I apologize for the late response and the inconvenience the issue has caused you. Let me followup the said amount again to our Finance Team to expedite the process for you.

Kind Regards,

.... – VIP Casino Manager

Sie hat mir nicht den Grund genannt warum mein Geld Bisher nicht ausgezahlt wurde. So wie ich das bis jetzt erlebt habe scheint nicht als ob mein Konto wieder er?ffnet wird.

Falls sie noch genauere Informationen ben?tigen bitte z?gern sie nicht mich zu kontaktieren.

Mit freundlichen Grüssen

Pepe

Thank you very much, Pepe73, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([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.  

Thank you very much, if the casino transfers the remaining money, 8ch will notify you immediately.

Best regards

Pepe

Danke sehr, sollte der Casino das Restgeld überweisen werde 8ch sie sofort benachrichtigen.

Mit freundlichen Grü?en

Pepe

Hello, Pepe73!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thanks Pavel

Danke Pavel

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.

We would like to extend the timer for 7 more days, as it seems like we are beginning to establish the contact with the casino.

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 Curacao Antillephone Gaming Authority ([email protected]) and submit a complaint to them. 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 ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel

We have decided to reopen this complaint and close it as resolved because we have received confirmation from the player that their funds have finally been paid out.