The player from Spain is unable to withdraw his winnings of €1601.30 from 0xbet casino due to verification issues. Despite submitting required documentation and contacting customer service, he experiences restricted access to the withdrawals section, raising concerns about the handling of his account.
0x.bet Casino - Player’s withdrawal access is restricted.
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0x.bet Casino
Safety Index:Very highCase summary
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4 days ago
Translation
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.
Automatic translation:
Public
Public
2 days ago
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.
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2 days ago
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
