DestinyX Casino - Hráčský účet byl zablokován, výhry zabaveny.

Dear itscodyfox,

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 clarify if you accumulated your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Thank you for your quick reply and eagerness to help address my issue.

When I signed up at DestinyX Casino, I used my old phone and VPN even though I recently purchased a second-hand phone. Hence, another individual could not sign up for my previous device once I registered. While gambling, I utilize both my phone carrier network LTE, and a VPN. This has never been a problem at other casinos such as Shuffle or Stake; I have withdrawn over $10,000 multiple times. I did not create multi-accounts and maybe they had doubts but that's why they requested verification levels 2 and 3.

DestinyX Casino's decision to delay my withdrawal and demand level 3 verification appears to be a precautionary measure. They triggered a verification process to confirm my identity and ensure I was gambling from a legally permitted location. However, within the same hour I received approval from Sumsub, an external company handling the verification, DestinyX Casino had no grounds to refuse it. Given their past behavior, I have reason to believe they might have attempted to reject it if they had the opportunity. Now that the verification is legitimate, their only remaining option to avoid paying out would be to find any reason to ban my account. The fact that they approved a withdrawal the day before shows that everything was fine with my account, as I had not violated any rules.

Concerning my earnings, I obtained them with my deposit and yes I did claim some flash codes but the requirements have been met and all my big wins were won once the bonus codes were already cleared. They don't let you play other games than their originals when you are clearing a flash code bonus. I utilized bonuses from DestinyX Casino's Telegram and Discord flash codes, adhering to their terms and completing all wagering requirements.

I took screenshots and recordings of my account when the withdrawal was taking too much time.

After talking to support, it's clear that they are ok with users using a VPN as long as they are not from a restricted country which I proved by completing level 3 verification.

Thank you for your reply, itscodyfox. Could you please clarify which country was your VPN set to and which country you are from?

Hello, I am from the province of Quebec in Canada. My VPN was set for Canada, my phone carrier mobile internet is in Canada. Online gambling is legal in Quebec and i've provide my passport and proof of address to complete identification level 2-3 that was approved by their KYC verification provider "Sumsub". I can prove my identity to casino Guru if needed with a video call.

Thank you very much, itscodyfox, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi itscodyfox,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite DestinyX Casino to the conversation to participate in the resolution of this complaint.

Dear CasinoGuru Team,

Thank you for bringing this case to our further attention. We have thoroughly reviewed the information regarding the user in question on DestinyX.com , including user activity and deposit patterns, and have found several breaches of the DestinyX Terms and Conditions.

We note user's explanations regarding the player’s phone, VPN, KYC, and multiple $10,000 withdrawals. However, these points are not pertinent to the reason for their account suspension.

Our primary concern lies with the player’s deposit patterns, which raised suspicions. Specifically, they made multiple deposits of $1 or $2 to activate the bonus, totaling $12.95. Given that the matching bonus is up to $10,000, this behavior seems unusual and warrants further investigation.

Furthermore, our risk and fraud detection systems, as well as reports from various departments and service providers, have flagged several red flags in the user activity. These include, but are not limited to:

1. Suspicious transactions between multiple accounts
2. Evidence of exploiting the rank-up reward system
3. Chip dumping activities

After gathering and reviewing the evidence, we have reasonable grounds to conclude that the player has breached multiple provision of the Terms and Conditions. We take these infractions seriously, and have taken necessary actions to protect the integrity of take platform.

Thank you for your understanding in this matter.

Dear CasinoGuru Team,

I would like to address several points regarding DestinyX reply

1- Withdrawal Request

Only a single withdrawal request was made for over $10,000, which was declined. The day prior, I successfully withdrew $200 without any issues. I have also made deposits and fulfilled the $500 wager requirement to claim the $5 bonus flash code, which is still being promoted on Discord and Telegram.

2- Deposit Patterns

I prefer to make smaller deposits to manage my losses. The deposit history in my attached Stake account records will confirm this approach. A pattern of smaller deposits should not be a basis for suspicion or account suspension.

3- Account Deactivation

Initially, only my ability to play was deactivated. However, after I lodged a complaint, the account was completely suspended, preventing me from gathering further evidence.

4- Request for Review

I request that my account be reactivated and that CasinoGuru be granted access to review the betting history. This will demonstrate that my winnings came from a legitimate progression from small bets to larger amounts across dice, slots, and blackjack. I have also attached screenshots of my betting history for reference.

I believe a detailed review will clarify that there was no breach of the Terms and Conditions, and I look forward to resolving this matter promptly.

Best regards,

Bonus Flash Code

The $5 flash code is still being offered to players who wager $500. It is common for players to wager small amounts to meet this requirement.

Video Evidence

I have recorded video evidence showing the denial of my withdrawal and the subsequent account deactivation. This footage includes key moments before my account was fully suspended.

Betting History and Chip Dumping

The attached betting history provides a comprehensive view of my activity. Regarding the mention of chip dumping, this typically pertains to poker, a game I have not played on your platform.

Video evidence: https://streamable.com/4jv3uoi

Dear DestinyX Casino team,

Please send all available evidence to my email address (peter.m@casino.guru). When it comes to small deposits, we see no reason why this should be a problem, however, sending funds between multiple accounts sounds problematic.

Dear Peter,

We have sent a response to the email address you provided.

Dear DestinyX Casino team,

Thank you for your email. I've sent you some additional questions.

Dear Peter,

We have sent a response to your questions.

Dear DestinyX Casino team,

Thank you for the evidence. I'd like to ask you for one more thing - the player's game history.

Dear Peter,

The file has been shared with you. Thank you.

Dear DestinyX Casino team,

Thank you for the game history but there are no games mentioned. I've send you an additional question.

Dear Peter,

We've provided the additional transactions requested.

Thank you DestinyX Casino team for further evidence.

Dear itscodyfox,

We reviewed the evidence provided by the casino and it suggests that the casino's claims are valid. I'm afraid I won't be able to help you with this one. Your complaint will be rejected. If you disagree with our decision, please turn to the casino's licensing authority.