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