TopX Casino - Igrač prijavljuje neopravdano odbijanje sa stanja.

Complaint Title:

Unjustified balance deduction of $36,150.98 after completing 50x Wagering Requirement

Complaint Description:

Casino Name: Topx (topxgo.com)

I am filing this complaint against Topx due to a clear breach of their own promotional terms and an unjustified deduction of funds from my account balance after successfully fulfilling a bonus requirement.

1. The Incident:

I received a bonus and completed a 50x wagering requirement (rollover). At the moment the rollover was finished, my bonus balance stood at $95,320.40.

2. The Contractual Breach:

According to the specific Promotional Terms (Clause 3: Transfer) provided for this bonus, upon completion of the wagering requirements, the amount to be transferred to the Main Balance should be "x2 of the original bonus amount".

3. The Financial Discrepancy:

The system automatically deducted the full $95,320.40 from my bonus wallet but only credited $59,169.42 to my main balance. This resulted in a missing amount of $36,150.98 that was never accounted for.

4. False Regulatory Information:

In a serious turn of events, I contacted the regulatory email address provided in Section 27.5 of the casino's own Terms of Use (complaints@gaminglicences.com). The response I received from Antillephone N.V. (8048/JAZ) stated that they are NOT the regulator for this site. This means the casino is providing false or misleading licensing information to its users to prevent them from filing formal disputes.

5. Support Response:

Customer support has been evasive, providing contradictory explanations that do not match the transaction history in my "Actas" logs.

Requested Outcome:

I demand the immediate credit of the missing $36,150.98 to my main balance, as the current deduction violates the mathematical terms of the promotion I agreed to.

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Hello,

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

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

• Have you contacted casino support and asked for assistance regarding the discrepancy? What response have you received?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I already sent you everything by mail

Ya te envié todo por correo

Hello,

Thank you for your patience.

We have carefully reviewed your case and it appears that on March 26 you made a deposit of 59,169.42 ARS, likely using a promo code that provided a 100% deposit bonus.

This type of bonus usually comes with a x20 wagering requirement and a payout cap of x1 of the bonus amount. This means that after completing the wagering, the maximum amount that can be transferred to the main balance is limited to the value of the original bonus.

Based on our review, the bonus was processed in line with these conditions, which explains the difference between the bonus balance before conversion and the final credited amount.

If you believe that different bonus terms were shown to you (for example, a different payout), please share screenshots or any supporting evidence. We will be happy to review everything again, and if any issue on our side is confirmed, we will make sure to compensate the difference.

Best regards, Team TopX

Hello Gabriel01,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Gabriel01,

Have you shared the screenshots with a 50x wagering requirement and a 2x bonus payout limit with the casino at any point?

Please share any news regarding the case.

Dear Gabriel01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru