Lex Casino - 해당 플레이어의 계정은 사기 혐의로 폐쇄되었습니다.

23.08 registred at lexcasino site.

made deposit

played only slots

made withdraw

account closed

asked the reason, in chat asked to make video call verification

I accepted to video call

after few days account opened

made few withdraws

again closed account

later.. received email that "Your profile has been checked. The account is blocked for fraud in accordance with clause 11.1.2, 11.2, 11.2.1

using any systems (including machines, computers, software or other automated systems such as bots, etc.) to predict the results of the game, place bets and any other actions that may affect the result of the game; Winnings are debited."

If possible please do anything. It is real absurd, that I can use some bots or sowtware to predict winnings in slots...

Dear Diiana,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you're facing with your account being blocked and the accusation of fraud.

To better understand your situation and assist you, could you please provide some more details?

• When your account was reopened after the initial video call verification, did the casino provide any further explanation for the second closure?
• Have they provided any additional evidence or details supporting their claim that automated systems were used?

If you have any relevant communication, screenshots, or further details regarding your withdrawals and the casino’s responses, please feel free to forward them to petronela.k@casino.guru. These details will help us investigate the matter further.

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,

Petronela

Hello, I tried to contact support and ask about this situation, but they said that account are closed and this is final decision. I can not understand how I can use some software or something like this when I played slots..

When your account was reopened after the initial video call verification, did the casino provide any further explanation for the second closure? After I passed video call, casino after few days opened account, then I do not played, I start to withdraw winnings, and after few hours account was closed.

Have they provided any additional evidence or details supporting their claim that automated systems were used? Can not understand, what I can provide.. When I started to ask about this reason, they said that decision is final. I asked to double check, but they said no, this is final.

Hi Diiana,

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru before we contact the casino directly?

Thank you very much.

Hello, I just have emails from my and casino site. Live chat are not saved.

and the reason is visible here:

Thank you very much, Diiana, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Diiana,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Lex Casino team,

Could you please explain the player's situation in more detail? Why exactly has the user's account been blocked/closed? Have her winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

We would like to ask the casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I ask casino to review my situation. I think here we have big error, I do not know about some special software or something liek that, I ask to review my situation please!