Chexx Casino - Player’s withdrawal is frozen.

Hello,

I would like to file a complaint against CHEXX.bet regarding my frozen withdrawal of $1,290.

I have previously made three successful withdrawals from CHEXX.bet without any issues. After my second withdrawal, I was asked to complete Level 2 verification (proof of address), which I completed successfully. My withdrawal was then processed normally.

Later, after winning additional funds, I requested another withdrawal. At that point, CHEXX.bet required Level 3 verification (Source of Funds). I completed it. After waiting several days, they then requested a live biometric selfie verification, which I also completed successfully.

After completing every verification they requested, instead of processing my withdrawal, I was informed that my account had been placed under an internal investigation and that my funds were frozen.

Since then, more than 30 days have passed.

During this entire period:

I have fully cooperated with every request.

I have not been asked to provide any additional documents.

I have repeatedly contacted support requesting updates.

Every response has been the same generic message that the investigation is ongoing and that I should wait.

They have never explained the reason for the investigation or provided any estimated completion date.

I understand that licensed casinos may conduct compliance or AML investigations. However, after more than a month of waiting, with no requests for further information and no meaningful updates, I believe this delay has become unreasonable.

I am not asking for special treatment. I am simply asking for:

A clear explanation of why my withdrawal has been frozen.

A realistic timeframe for completing the investigation.

The release of my $1,290 if there is no legitimate reason to continue withholding my funds.

I have acted in good faith throughout the entire process and have complied with every verification requirement imposed by CHEXX.bet. I would greatly appreciate Casino.Guru's assistance in contacting the casino and helping resolve this matter.

Thank you.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that the casino manually reviewed and successfully approved all the documents you submitted throughout the different stages of the KYC verification process?
• Has the casino specified whether the current investigation relates to your identity verification or your gameplay?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?

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,

1. Yes they reviewed everything took 3+ days for each verification level (i completed 3)
2. they didnt they just said im under some investigation randomly lol.
3. i played esports
4. without a bonus

Best regards.

Dear matejalol1,

Thank you for your patience throughout the complaint process.

Please understand that if your account has been placed under investigation and you only placed bets on e-sports, the casino may have detected certain betting activity that prompted this decision. Unfortunately, we do not have sufficient expertise or access to the necessary tools to properly assess disputes related to e-sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika