TopX Casino - opšta diskusija (strana 2)

Hello, I noticed you mentioned Petra, so if you aim to contact Petra, please do so in the complaint.

Simply put, everything mentioned needs to be verified by the mediator and investigated in the complaint. I hope you understand that it is irresponsible to "judge" without knowing all the details or changing the rating without further knowledge.

One way or another I get you are dissatisfied and I respect that.

I, for example, recall a few situations when the account was "just" blocked instead of closed because many operators cannot pay out money while it is closed. Unsure which is more acceptable, for example. As long as the player can't deposit or lose money, it feels like a systematic solution to me. However, I understand that we are all different, and as I said, I'm not familiar with all the details.

Hello,

Thank you for raising your concerns. We understand that situations involving self-exclusion can be sensitive, and we appreciate the opportunity to clarify what happened.

The self-exclusion request was received at 02:02 AM. In accordance with our Responsible Gaming policy, such requests are processed within up to 24 hours. During this review period, the account remains technically active while the request is being handled internally.

The deposits and gameplay mentioned occurred within this processing window. 

The account was subsequently blocked as part of the self-exclusion procedure. The timing of the restriction was related to internal processing and was not connected to the win amount.

Regarding the balance: no funds were confiscated. In order to allow the player to withdraw the remaining balance, the self-exclusion status was temporarily adjusted, as a fully excluded account cannot process transactions.

If the player wishes to reinstate permanent self-exclusion after completing the withdrawal, they may do so at any time by contacting our team at security@topx.one, and the request will be processed accordingly.

TopX Team