TopX Casino - L'account del giocatore è chiuso e i fondi non sono accessibili.

Hello, I requested self-exclusion from the casino, but at the time the account was blocked, I had approximately 280,000 in real money. I have written to [email protected] I haven't received a response, and the casino website doesn't have any support information, phone number, or email address listed. I need help withdrawing my money.

Thank you

Hola, solicite autoexclusion del casino pero al momento del bloqueo de cuenta tenia fondos por 280.000 aprox en dinero real. Le he escrito a [email protected] sin redpuesta y la web del casino nl tiene publicado ni chst de soporte, numero teleflnico o correo electronico dd soporte para comunicarme con ellos. Necesito ayuda en como retirar mi dinero.

Gracias

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Dear hbarzej,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you more effectively, could you please provide us with the following details:

• Can you log in to your account now?
• What method did you use to request the initial self-exclusion?
• When exactly did you make this request?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Dear Petra,

Thank you very much for your follow-up. Below, I present the detailed information to support my complaint against TopX Casino, demonstrating the failure of their player protection protocols:

1. Can you log in to your account now?

No, I can't. Access was finally blocked on February 20th at 6:26 PM.

2. What method did you use to request initial self-exclusion?

I initially requested it via online chat, where support told me I should send a formal email to [email protected] to process the final dismissal due to gambling problems.

3. When exactly did you make this request?

The final and formal self-exclusion email was sent on February 20, 2026 at 02:02 hrs.

4. Timeline of deposits after the application:

Despite my explicit request to close my account due to gambling addiction at 2:02 AM, the casino kept my account active for over 16 hours, allowing me to make the following deposits:

13:14 hrs: Deposit of $50,000 CLP (lost).

13:27 hrs: Deposit of $80,000 CLP (lost).

14:20 hrs: Deposit of $21,000 CLP (lost).

18:00 hrs: Deposit of $59,000 CLP.

5. Balance status and legal argument:

With my last deposit at 6:00 PM, I won on the Mustang Trail game, reaching a balance of approximately CLP$280,000. It was precisely at that moment, when my balance was positive, that the casino finally applied the block (6:26 PM).

Currently, the casino refuses to pay those funds, claiming the account is blocked. My position is clear:

If the casino accepted my 4 deposits hours after my self-exclusion request, it must recognize the validity of the winnings derived from them and allow their withdrawal.

If the casino maintains that the account is not eligible for withdrawals due to the closure request, then the deposits negligently accepted after 02:02 AM are invalid and must be fully refunded to my original account.

The casino cannot profit from its own delay, accepting money while the player loses and blocking access only when the player wins.

I await your mediation.

Sincerely

​Estimada Petra,

​Muchas gracias por su seguimiento. A continuación, presento la información detallada para fundamentar mi queja contra el casino TopX, demostrando la falla en sus protocolos de protección al jugador:

​1. ¿Puedes iniciar sesión en tu cuenta ahora?

No, no puedo. El acceso fue finalmente bloqueado el 20 de febrero a las 18:26 hrs.

​2. ¿Qué método utilizó para solicitar la autoexclusión inicial?

Lo solicité inicialmente por chat en línea, donde el soporte me indicó que debía enviar un correo formal a [email protected] para procesar la baja definitiva por problemas de juego.

​3. ¿Cuándo exactamente hiciste esta solicitud?

El correo definitivo y formal de autoexclusión se envió el día 20 de febrero de 2026 a las 02:02 hrs.

​4. Cronología de depósitos tras la solicitud:

A pesar de mi solicitud explícita de cierre por ludopatía a las 02:02 AM, el casino mantuvo mi cuenta operativa durante más de 16 horas, permitiéndome realizar los siguientes depósitos:

​13:14 hrs: Depósito de $50.000 CLP (perdidos).

​13:27 hrs: Depósito de $80.000 CLP (perdidos).

​14:20 hrs: Depósito de $21.000 CLP (perdidos).

​18:00 hrs: Depósito de $59.000 CLP.

​5. Situación del saldo y argumento legal:

Con el último depósito de las 18:00 hrs, obtuve una ganancia en el juego Mustang Trail, alcanzando un saldo de aproximadamente $280.000 CLP. Fue exactamente en ese momento, cuando mi saldo era positivo, cuando el casino finalmente aplicó el bloqueo (18:26 hrs).

​Actualmente, el casino se niega a pagar esos fondos alegando que la cuenta está bloqueada. Mi postura es clara:

​Si el casino aceptó mis 4 depósitos horas después de mi solicitud de autoexclusión, debe reconocer la validez de las ganancias derivadas de ellos y permitir su retiro.

​Si el casino sostiene que la cuenta no es apta para retiros debido a la solicitud de cierre, entonces los depósitos aceptados negligentemente después de las 02:02 AM no son válidos y deben ser restituidos íntegramente a mi cuenta original.

​El casino no puede beneficiarse de su propia demora, aceptando dinero mientras el jugador pierde y bloqueando el acceso únicamente cuando el jugador gana.

​Quedo a la espera de su mediación.

​Atentamente

Dear Petra,

I wish to supplement my claim with additional technical arguments to clarify my position: I demand full payment of the $280,000 CLP that appear in my account for the following compelling reasons:

Validity of the gaming contract due to operator negligence: Although I requested self-exclusion at 2:02 AM, the casino voluntarily chose not to implement it, allowing the gaming contract to remain active for another 16 hours. By accepting my deposits, the casino tacitly validated that the account remained operational for all purposes. They cannot claim that the account is valid for receiving my money when I lose, but invalid when I win.

Opportunistic Execution of the Block: It is crucial to note that the block was not implemented preventively, but reactively. The casino allowed me to make multiple deposits, and only when I reached a positive balance of CLP$280,000 after a legitimate win on "Mustang Trail" did they proceed to block my access. This is not player protection; it is an opportunistic confiscation of legitimate winnings under the pretext of self-exclusion, which they themselves ignored for 16 hours.

Ownership rights to the balance: Since the casino accepted the play and subsequent deposits at my request, the resulting funds are my property. The casino cannot use its own delay and administrative negligence as a tool to withhold funds that were legally earned within its operating platform.

Inconsistency in the "Account Blocked as Requested" message: The casino sent me an email confirming the block "as you requested." If the block is strictly due to my request for protection, then protection implies restoring the player to their most favorable financial position or, at the very least, respecting the balance existing at the time of manual closure, especially if this balance was generated by the casino's own failure to close the account on time.

Therefore, my primary request is the release of the CLP$280,000 for immediate withdrawal. Only if the mediator determines that the casino has the right to void the bets due to self-exclusion will I then demand a full refund of the deposits made negligently.

Sincerely,

Estimada Petra,

Deseo complementar mi reclamación con argumentos técnicos adicionales para dejar clara mi postura: Exijo el pago íntegro de los $280.000 CLP que figuran en mi cuenta por las siguientes razones de peso:

Validez del contrato de juego por negligencia del operador: Aunque yo solicité la autoexclusión a las 02:02 AM, el casino decidió voluntariamente no ejecutarla, permitiendo que el contrato de juego continuara activo durante 16 horas más. Al aceptar mis depósitos, el casino validó tácitamente que la cuenta seguía operativa para todos sus efectos. No pueden pretender que la cuenta sea válida para recibir mi dinero cuando pierdo, pero inválida cuando gano.

Ejecución oportunista del bloqueo: Es fundamental notar que el bloqueo no se realizó de manera preventiva, sino reactiva. El casino me permitió realizar múltiples depósitos y solo cuando alcancé un balance positivo de $280.000 CLP tras una ganancia legítima en "Mustang Trail", procedieron a bloquear el acceso. Esto no es protección al jugador, es una confiscación oportunista de ganancias legítimas bajo el pretexto de una autoexclusión que ellos mismos ignoraron durante 16 horas.

Derecho de propiedad sobre el saldo: Dado que el casino admitió el juego y los depósitos posteriores a mi solicitud, los fondos resultantes son de mi propiedad. El casino no puede utilizar su propia demora y negligencia administrativa como una herramienta para retener fondos que fueron ganados legalmente dentro de su plataforma operativa.

Inconsistencia en el "Account Blocked as Requested": El casino me envió un correo confirmando el bloqueo "as you requested". Si el bloqueo es estrictamente por mi solicitud de protección, la protección implica devolver al jugador su situación financiera más favorable o, al menos, respetar el saldo existente al momento del cierre manual, especialmente si este saldo se generó por la propia omisión del casino en cerrar la cuenta a tiempo.

Por lo tanto, mi petición principal es el desbloqueo de los $280.000 CLP para su retiro inmediato. Solo en caso de que el mediador determine que el casino tiene derecho a anular las jugadas por la autoexclusión, exigiré entonces el reembolso total de los depósitos realizados bajo negligencia.

Atentamente,

Thank you for your reply.

I completely understand how frustrating this situation must be, especially considering that you have lost your deposit. I truly appreciate you taking the time to share your experience with us.

Please note that it is standard practice for casinos to have a processing timeframe of 2–3 business days to apply a self-exclusion request. If any losses occurred within this interval, unfortunately, we are not in a position to penalize the casino for those amounts.

To help us review your case more accurately, I would kindly ask you to clarify the following:

• Did you clearly inform the casino about your gambling problem when requesting self-exclusion? Could you please forward the account closure requests you sent to PlayMojo Casino? You may send them to my email address [email protected].
• Were there any other communications with PlayMojo Casino regarding your account status?

Thank you very much for your cooperation. We look forward to your response.

Best regards,

Petra

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear hbarzej,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra