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On November 6, 2025, I won a total of €4,498.29, which was an incredible moment for me. I was overwhelmed with joy, as the win meant I could finally help my sick grandmother. I immediately requested a withdrawal of €2,500, in accordance with their weekly withdrawal limits, and I also left a very positive review of their casino on Trustpilot.

However, this morning I received an email stating that I had allegedly breached their bonus terms and conditions, and that all my winnings had therefore been confiscated – leaving me with only the €45 I originally deposited. The justification given was that I had placed some bets that exceeded the maximum bet limit of €5 during an active bonus.

Here are the facts:

I deposited €45 and received a bonus of €112 as well as some free spins.

I only used the bonus money until the wagering requirement was fully met – over €2,000 in turnover.

Once the wagering requirement was complete, I placed a few bets (7) of €10 at 19:43, which was after the bonus requirement/wagering was met, which was clearly shown in my account profile at that time as well.

When I contacted their live chat today at 10:20 AM, a representative Sean claimed that I had placed a €10 bet at 6:43 PM, before the wagering requirement was met (according to him it was only met at 7:43 PM). However, this contradicts the timestamps in my game history, which clearly shows that the first €10 bet was made at 7:43 PM.

When I pointed this out, Sean replied that the difference was due to a one-hour time zone difference (UTC).

I asked him to show me where on their website it says that their internal server time takes precedence over the player's local time, but he couldn't provide any such information. On the contrary, he contradicted himself several times during the conversation and finally admitted that there is no such rule stated regarding time zone discrepancies.

But he meant that one should be aware of this.

He only referred to the bonus terms, where there is no information about their specific time zone difference either.

There is no information at all about this on their website.

Despite this, they still decided to confiscate my winnings. This decision is both unfounded and unacceptable, as there is no clear rule regarding this timing issue, and all available evidence shows that my €10 bet was placed after the bonus wagering requirements had been met.

I have saved all chat logs, screenshots of my games/bets and my withdrawal attempts, as well as proof of every transaction. Also printscreens of my winnings.

I am fully willing to provide all of this in support of my case.

Just let me know and I can send you everything I have.

I have contacted their support via email, and I really hope for a response from them.

I have given them 7 days from today to resolve this!

Is there anything more I can do regarding this issue?

Den 6 november 2025 vann jag totalt 4 498,29 €, vilket var ett helt otroligt ögonblick för mig. Jag var överväldigad av glädje, eftersom vinsten innebar att jag äntligen kunde hjälpa min sjuka mormor. Jag begärde omedelbart ett uttag på 2 500 €, i enlighet med deras veckovisa uttagsgränser, och jag lämnade dessutom en mycket positiv recension om deras casino på Trustpilot.

Men i morse fick jag ett mejl där det stod att jag påstås ha brutit mot deras bonusvillkor, och att alla mina vinster därför hade konfiskerats – vilket lämnade mig enbart med de 45 € jag ursprungligen satte in. Motiveringen som gavs var att jag skulle ha placerat några bet som översteg den maximala insatsgränsen på 5 € under en aktiv bonus.

Här är fakta:

Jag satte in 45 € och fick en bonus på 112 € samt några gratissnurr.

Jag använde endast bonuspengarna tills omsättningskravet var helt uppfyllt – över 2 000 € i omsättning.

När omsättningskravet var klart lade jag några bet (7st) på 10 € kl. 19:43, vilket var efter att bonuskravet/omsättningen var uppfyllt, vilket tydligt visades i min kontoprofil vid det tillfället också.

När jag kontaktade deras livechatt idag kl. 10:20 i morse, hävdade en representant Sean att jag hade lagt ett 10 € bet kl. 18:43, alltså innan omsättningskravet var uppfyllt (enligt honom blev det uppfyllt först kl. 19:43). Detta motsäger dock de tidsstämplar som syns i min spelhistorik, där det klart framgår att första insatsen på 10 € gjordes kl. 19:43.

När jag påpekade detta svarade Sean att skillnaden berodde på en timmes tidszonsskillnad (UTC).

Jag bad honom visa var på deras webbplats det står att deras interna servertid har företräde framför spelarens lokala tid, men han kunde inte tillhandahålla någon sådan information. Tvärtom motsade han sig själv flera gånger under samtalet och erkände till slut att ingen sådan regel finns angiven om tidszonsavvikelser.

Men att man själv ska vara medveten om detta menade han på.

Han hänvisade endast till bonus villkoren, där det inte finns någon information om just deras tidszonskillnad heller.

Finns ingen information alls om detta på deras webbplats.

Trots detta beslutade dom ändå att konfiskera mina vinster. Detta beslut är både ogrundat och oacceptabelt, eftersom ingen tydlig regel finns gällande denna tidsfråga, och all tillgänglig bevisning visar att mitt 10 €-bet placerades efter att bonusens omsättningskrav var uppfyllt.

Jag har sparat alla chattloggar, skärmdumpar av mina spel/bet och mina uttagsförsök, samt bevis på varje transaktion. Även printscreens på mina vinster.

Jag är fullt villig att tillhandahålla allt detta som stöd för mitt ärende.

Säg bara till så kan jag skicka allt jag har.

Jag har kontaktat deras support via email, och jag hoppas verkligen på svar från dom.

Jag har gett dom 7 dagar från och med idag, att lösa detta!

Finns det något mer som jag kan göra i just denna fråga?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

• Could you please request the casino to send you your complete gaming history in Excel format, starting from the moment you deposited €45 and activated the bonus, up to the moment you submitted your withdrawal request? Once you receive it, kindly forward it to me at veronika.f@casino.guru. Please also include any other evidence related to your case.
• Have your winnings been transferred to your real-money balance after you completed the bonus wagering? Did you see any pop-up or notification indicating that the wagering requirements were fulfilled and that the bonus terms no longer applied?

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

Best regards,

Veronika

Hello!

They replied to me by email on November 7th that they would look into this.

I have given them 7 days starting on the 7th to resolve this.

Yes, I saw on my profile that my turnover was complete, (Total balance + real balance) was in my account and it was at that time over €500! I have print screens of most of it and how my "timestamps" look compared to theirs.

Plus chat logs with their live chat.

But when they took all the money, they left me with only my deposit of €45.

I received an email at 3:30 in the morning saying I had violated the bonus rules and they confiscated everything.

I think they've fiddled with the times compared to my times, because everything else I have is correct but not according to their logs.

I have asked them to provide documentation that proves where on their website it says that their internal server time takes precedence over the player's local time.

Here is the answer I got anyway.

"Hi Angelica,

I hope you are doing well.

Your emotions are completely valid, and I truly understand why you feel this way. Please know that we'll have this issue thoroughly investigated to make sure everything is handled fairly.

I understand that this situation can be frustrating, and I want you to know that our Customer Support Team always does their best to help, especially during real-time chats. Sean really tried to assist you as much as he could, but I also understand your side and how the experience may have felt. Your feedback means a lot to us and helps us keep improving our service and communication.

Thank you for your patience and understanding, Angelica.

Kind regards,

Amelia A. / vip manager.

Hej!

Dom har svarat mig den 7e november på mail att dom ska titta på detta.

Jag har gett dom 7 dagar från och med den 7e på sig att lösa detta.

Ja, jag såg på min profil att min omsättning var klar, (Total balance + real balance) fanns på mitt konto och det var då vid det tillfället över €500! Jag har printscreens på det mesta och hur mina "tidsstämplingar" ser ut gentemot deras.

Plus chat loggar med deras live chat.

Men när dom tog alla pengarna så lämnade dom mig kvar med endast min insättning på €45.

Jag fick mail kl 03:30 på morgonen om att jag skulle ha brutit mot bonusreglerna och dom konfiskerade allt.

Jag tror att dom har fifflat med tiderna gentemot mina tider, för allt annat jag har stämmer men inte enligt deras loggar.

Jag har bett dom att få underlag som styrker var på deras webbplats det står att deras interna servertid har företräde framför spelarens lokala tid.

Här är svaret jag fick i alla fall.

"Hi Angelica,

I hope you’re doing well.

Your emotions are completely valid, and I truly understand why you feel this way. Please know that we’ll have this issue thoroughly investigated to make sure everything is handled fairly.

I understand that this situation can be frustrating, and I want you to know that our Customer Support Team always does their best to help, especially during real-time chats. Sean really tried to assist you as much as he could, but I also understand your side and how the experience may have felt. Your feedback means a lot to us and helps us keep improving our service and communication.

Thank you for your patience and understanding, Angelica.

Kind regards,

Amelia A. / vip manager.

Hello again!

I have also now emailed them requesting my entire game history in Excel format.

So I'll get back to you as soon as I get an answer, thanks for being there!

Hej igen!

Jag har även nu mailat dom om att jag begär hela min fullständiga spelhistorik i Excel-format.

Så jag återkommer så fort jag får något svar, tack för att ni finns!

Thank you for your response. Have you received the Excel file from the customer support yet? Please note that this file should be requested from the email support team rather than through live chat, as live chat agents typically do not have access to such specific information and therefore cannot provide it.

If you have already sent your request via email, kindly forward that email to me at veronika.f@casino.guru, so our team can review it and better understand the situation.

Hi Veronica,

No, they refuse to give it to me, so I have sent this to Amelia who is in charge of my case at the casino.

That I kindly ask them again to send this to me.

I received a response from someone else via email that I could download this on my profile, which was a lie.

And meant that what I have in my "bet history" is exactly the same as what they have in their database.

There are a couple of people who have been offended if I say so, and when I pointed this out and thanked them for confirming that I had done nothing wrong.

Since my bonus was ready at 19:42, I got the answer "Well, you did breach the terms and conditions regardless.".

I can still access my profile on the site, so I'm not blocked.

So after the last chat, they have now blocked me on my IP address on my home wifi to be able to reach the chat.

If I turn off my wifi at home and use the internet via my mobile phone, the chat appears!

They are investigating and they asked me to send them MY "bet history". So I chose to make it difficult for them, so I printed 357 print screens for them and emailed them. Then I could only access 10 bets/page = 3561 bets.

I will update as soon as I get a response from them.

Amelia at the casino asked for some time so they could go through everything I sent.

Hej Veronika,

Nej dom vägrar ge mig den, så jag har skickat detta till Amelia som har hand om mitt Case på casinot.

Att jag ber dom vänligen igen att skicka detta till mig.

Jag fick till svar från någon annan via mail att jag kunde ladda ner detta på min profil, vilket var lögn.

Och menade på att det jag har i min "bet history" är exakt samma som dom har i sin databas.

Det är ett par stycken som har gjort bort sig om jag säger så, och när jag påpekade detta och tackade dom för att dom bekräftade att jag har då inte gjort något fel.

Eftersom min bonus var klar 19:42, så fick jag till svar "Well, you did breach the terms and conditions regardless.".

Jag kommer fortfarande åt min profil på sidan, så jag är inte spärrad.

Så efter den sista chatten så har dom nu blockerat mig på min IP-adress på wifi hemma för att kunna nå chatten.

Stänger jag av mitt wifi hemma och använder internet via mobilen, så dyker chatten upp!

Dom håller på med utredning och dom bad mig att skicka MIN "bet history" till dom. Så jag valde att göra det jobbigt för dom, så jag printade 357 printscreens till dom och mailade dom. Då jag bara kunde komma åt 10 bet/sida = 3561 bets.

Jag kommer att uppdatera så fort jag får svar från dom

Amelia på casinot bad om att få lite tid då dom ska gå igenom allt jag har skickat.

Dear Hardcorequeen85,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello!

Please wait a bit before taking it to the casino.

I am still waiting for a response from the Casino and I emailed them yesterday.

The Kahnawake Gaming Commission has contacted me and informed me that I have the right to receive their information from their computer database.

(I haven't filed a complaint with them, but asked a few questions).

So I've sent this to Amelia, and am waiting for a response!

If I don't hear anything by Monday, I want you to contact them.

Is everything going well?

Sincerely, Angelica Berggren

Hej!

Vänta gärna lite med att ta det vidare till casinot .

Jag väntar fortfarande på svar från Casinot och jag maila dom senaste igår.

Då Kahnawake Gaming Commission har hört av sig till mig om att jag har rätten till att få deras uppgifter från deras datorbas med.

(Jag har inte lämnat in ett klagomål till dom, utan ställt ett par frågor).

Så jag har skickat detta till Amelia, och väntar på svar!

Hör jag inget tills på Måndag, så vill jag att ni kontaktar dom.

Går det bra?

Mvh Angelica Berggren

Hello there,

Thank you Hardcorequeen85 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask X7 Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Hello!

Wait to send it to them, as I wrote.

I'm still waiting for a response from them, so don't send them anything yet.

Okay?

Hej!

Vänta med att skicka till dom, som jag skrev.

Jag väntar fortfarande på svar från dom, så skicka inget än till dom.

Okej?

Hello!

I have chosen today to submit a complaint to the Kahnawake Gaming Commission .

The casino has ghosted me, and hasn't given me anything even though I've been open, honest and transparent.

A*** A*** who was so kind and was supposed to help me, turned out to be just as fake as the rest of the people who work in customer service.

She has been absent for 9 days, although she promises me that I will get the help and support I need during this investigation.

I haven't received any response on how far they have come or when the investigation will be completed.

And 17 days for an investigation?! And no more response from the Casino?

According to their terms, I should have received a response within 7 days.

So I decided to report them all .

And they mean I don't know their rules? Believe me, I do ..

Hej!

Jag har valt idag att skicka in ett klagomål till Kahnawake gaming Commission.

Casinot har ghostat mig, och inte gett mig någonting även fast jag har varit öppen, ärlig och transparent.

A*** A*** som var så snäll och skulle hjälpa mig, visa sig vara lika falsk som resterande av dom som jobbar på kundtjänst.

Hon har lyst med sin frånvaro i 9 dagar, fast hon lovar mig att jag kommer att få den hjälp och support jag behöver under denna utredning.

Jag har inte fått något svart på hur långt dom har kommit eller när utredningen ska vara klar..

Och 17 dagar för en utredning?! Och inget mer svar från Casinot?

Enligt deras villkor så ska jag har fått svar inom 7 dagar.

Så jag valde nu att anmäla dom allihopa.

Och dom menar på att jag inte har koll på deras regler? Tro mig, jag har det..

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.

Peter, why aren't you answering my emails?

I have asked you NOT to write to the casino and STOP sending to them....

This is the 3rd time I've told you this, and you still remain silent and ignore what I asked.

Peter, varför svarar du inte på mina emails?

Jag har bett dig att INTE skriva till casinot och SLUTA skicka till dom....

Nu är det 3e gången jag säger till dig om detta, och du förblir fortfarande tyst och ignorerar det jag bett om.

Dear Hardcorequeen85, I apologize for ignoring your request, but the casino is listed as having no reaction policy in our system. Most likely, we will not receive a response either, so we will forward you to file a complaint with their licensing authority. For that reason, I contacted them so that after the two-week timer, I can close the complaint as unresolved, which will negatively affect their rating. The decrease in the rating caused by unresolved complaints could help to change the casino's approach. Thank you for your understanding!

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 Kahnawake Gaming Authority (complaints@gamingcommission.ca) 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter