0x.bet Casino - Player’s withdrawal access is restricted.

Hello,

Yesterday I registered at 0xbet casino. I made two deposits and won a total of €1601.30. As expected, my details should be verified, but even so, I can't make a withdrawal. I've verified the deposit method, and the message I see is: "You have completed your first payment and unlocked withdrawals."

I tried to make a withdrawal and received an email saying it was cancelled because I need to send my ID and proof of address with a bill. I did so and haven't received a response.

I've also contacted them twice via online chat, and they tell me I need to send documentation to verify my identity and address. I can't access the KYC verification option in my profile, and supposedly they've handled it with the relevant department, but no one is giving me an answer.

The problem is that I tried to access the withdrawals section as I did before, but now my access is restricted, preventing me from making withdrawals. Previously, I could access it even without submitting the required documentation. I can still access it to make deposits, but when I try to withdraw, a purple bar appears, indicating that the withdrawals window is not open.

It seems like they don't want me to withdraw my winnings, and that's completely illegal. I have screenshots of everything. I've attached some to prove it, including screenshots of the online chat conversation with customer service, so they'll let me withdraw MY MONEY.

I expect a solution and a response.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

Hello again,

My documents have already been verified. The problem I'm having now is that they're canceling my withdrawals because they say my withdrawal limit is €500, when their withdrawal policy states the limit is €1,000.

I have attached screenshots of the email received and of their withdrawal policy.

greetings.

Hello, thank you for sharing the details of your case.

We have reviewed your situation and can confirm that your account has already been successfully verified, so no further action is required in that regard.

Regarding withdrawals, some of your previous attempts may have been canceled due to applicable limits. We see that you have already submitted a withdrawal request, and the remaining balance can also be processed according to the established conditions.

Please note that withdrawal processing can take up to 96 hours, so we ask for your patience while the process is completed.

If you need further assistance, we'd be happy to help.

Kind regards,

0xBET Team

Hello 0xbet casino,

What are the applicable limits? I've tried contacting your platform's customer support to find out the reasons for the internal decision to set a withdrawal limit on my account, which is higher than the one stated in the general terms and conditions, as I attached to my previous message (it's €1,000 for withdrawals with VISA and MasterCard), but they haven't given me any explanation. Therefore, I don't understand how this is being handled.

Regarding the withdrawal I have in progress, I hope that it will be completed by Friday the 20th at the latest, as those 96 hours will have passed, allowing me to make another withdrawal from my pending balance.

I think the processing times at your casino are outrageous. You don't require such long deposit times or any verification (which is clearly in your best interest). But when it comes to withdrawing winnings, everything changes, and that's when you extend the processing times as much as possible.

greetings.

Hello again,

I made the withdrawal on Monday the 16th. I hope it goes through today so I can withdraw some of my money again, as the 96 hours mentioned by the casino will have passed.

I await a resolution.

Greetings.

Good night,

I made the withdrawal on Monday the 16th at 7:44 PM and it's now the 20th and almost 9:00 PM. The 96 hours that should pass at most for confirmation by the cashier have already passed and it still appears as pending in the status.

I've attached an image and I expect and demand a solution so I can receive this money and that there won't be such a long delay in future withdrawals.

I await a response and a solution.

greetings.

Dear Player,

Could you please update us on the current status of your withdrawal?

Additionally, could you please confirm how much do you currently need to withdraw in total?

Thank you in advance for your response.

Dear aleixdhez,

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,
Attila
Casino.Guru