Oxibet Casino - Player's account balance has been confiscated.

On the 4th of July I made a deposit to Oxibet of 350 USDT from my crypto wallet. I won and received part of my winnings. I still had 1040 USDT on my balance. Oxibet then asked me to verify my account.

I had to complete a video verification and to provide my passport. Soon after I was asked to send a proof of address. I completed both steps and my account was verified.

I tried to withdraw my 1040 USDT and was told to cancel and retry since the withdrawal had to be made to the same wallet that deposited. I was confused because I only have one USDT wallet and the address never changes. But I complied, this time taking a screenshot of my withdrawal address from my wallet and providing it to email support saying telling them that I would be withdrawing to this address.

The same thing happened and they told me that the address was different. I now know for a fact that it was not different. I opened my original transaction in an explorer where I could see my original deposit address. I noted that address as well as the receiving address. I opened the casino, clicked deposit and took note of Oxibet's USDT deposit address. It was exactly the same as the receiving address from the explorer.

I provided screenshots of all of this to live chat only to be dismissed and repeatedly told that the receiving address is different to the sender address. They never responded to or referred to any of the proofs that I sent them. They never answered any specific questions that I asked. They just copy pasted the same response to everything that I tried to say. By the end, they finally said that they would escalate the matter.

On Monday, I received an email from Oxibet's "head of support". He just said exactly the same thing: That I must not try to withdraw to a different deposit address. I emailed him proof, screenshotting the explorer page showing him the transaction. On the screenshot, I underlined the deposit and receiver addresses in the explorer and demonstrated with screenshots that the sender address was the same as in my wallet and the receiver address was the same as the one that appears when I click deposit on the site. Furthermore, the timestamps on the explorer are a few seconds before the one on Oxibet's transaction history (since the transfer took a few seconds to land on Oxibet).

In response to undeniable proof, I received an email saying the following:

"Hello Daniel,

After a thorough review of your case, we have made the final decision to reject your current withdrawal request.

Additionally, in accordance with our Terms and Conditions, your balance has been cut due to a violation of our Bonus Terms and Conditions.

If you wish to withdraw funds to the cryptocurrency wallet you specified, you must provide sufficient proof that this is the same wallet used to make your deposit and that it belongs to you. Once the requested evidence is received, it will be reviewed by the relevant department.

Michael

Oxibet"

So not only have they denied the objective reality that I've shown them. They have added that I must prove "that the wallet belongs to me", something that they never previously asked for. And worse still, they have removed my 1040 balance entirely for an apparent violation of their bonus terms, something that they only mentioned after I verified my account and showed them incontrovertible proof that they were wrong about my deposit and withdrawal addresses not matching.

I have attached the same evidence to this complaint that I submitted to Oxibet.

1. "OXIBET DEPOSIT ADDRESS" shows the deposit address that appears when I click to deposit USDT in their casino.
2. "MY DEPOSIT ADDRESS" shows my crypto wallet's USDT address.
3. "Transfer details" is a screenshot of the full transaction details from a public blockchain explorer.
4. This page is public and can be corroborated by visiting https://etherscan.io/tx/0xa91fb826da0efb6fdeb55c67991fdc38bc2935fdf267551a1f31426119104faa
5. Underlined in red on my screenshot is my sending address which is exactly the same address shown in the screenshot "MY DEPOSIT ADDRESS".
6. Underlined in green on my screenshot is their receiving address, shown in the screenshot "OXIBET DEPOSIT ADDRESS". It never actually seems to change and they still display the same address when I click deposit.
7. I also underlined a tertiary handling address in yellow which appears on the screenshot. I provided this to Oxibet in case this mismatch was a genuine error due to a third party payment processor middle manning the payment. Obviously, this should not be my problem it if were the case.
8. "Oxibet Live Chat" is a transcript of my conversation with their live support.

All this evidence was completely ignored. Now they have escalated the issue by zeroing my balance while saying that I broke their bonus terms, an accusation which is as false as their claim that there is an address mismatch.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Oxibet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was your entire balance of 1040 USDT removed? Did the casino explain any point at which you broke the bonus rules?
• Which bonus have you activated on your account? Share with me a screenshot or any other relevant marketing material related to the bonus offer. My email is tomas@casino.guru
• Could you please specify which crypto wallet you use? Does the service require an account with the input of personal information and KYC?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for posting my complaint. To answer your questions:

Was your entire balance of 1040 USDT removed? Did the casino explain any point at which you broke the bonus rules?

Yes, the entire balance was removed. They never told me specifically what rule I broke and they only starting mentioning bonus rules once I sent them attachments proving my withdrawal was to the same address as my deposit. I have emailed you the entire conversation leading up to their claim that I broke their rules.

Which bonus have you activated on your account? Share with me a screenshot or any other relevant marketing material related to the bonus offer. My email is tomas@casino.guru

It was a bonus that I automatically received after making my second ever deposit at the casino. Screenshots of bonus offer and terms have been sent to your email. I never broke any rules. I opened a slot and bet within the bonus rule's limit until my bonus was converted to real money.

Could you please specify which crypto wallet you use? Does the service require an account with the input of personal information and KYC?

I used my Blockchain Wallet and deposited using USDT. It is a non-custodial wallet. There is a section which displays my email address and name.

Proof of wallet ownership was not requested by Oxibet at any stage while I was verifying my account. I was only told that I had to prove ownership of the wallet after my funds had already been confiscated for apparently violating their bonus rules.

They never acknowledged my screenshots, which undeniably proved that my deposit and withdrawal addresses matched. Even in their last email, they continued to claim that I still had to prove this despite the evidence I had already sent. That last email was also the first time they ever mentioned proving wallet ownership or any alleged bonus rule violations. Before that, my account had been fully verified, and we were simply trying to resolve what they claimed was a crypto address mismatch.

Furthermore, if I had used a non-custodial wallet which did not natively display any personal information in its interface, as many wallets do not, I would have had no way of proving ownership anyway. By chance, my wallet does display some basic personal information. Why do they so keenly accept crypto deposits if this is a requirement? If they require customers to use custodial exchanges or wallets capable of displaying personal information, they should clearly state that only services such as Binance, Kraken, etc. are acceptable.

Regardless, proving ownership of my wallet is a moot point if they maintain that I apparently violated their bonus rules (I did not), or if they continue to falsely claim that my deposit address was different from my withdrawal address.

Dear DanBucks,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello DanBucks, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Oxibet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s winnings were confiscated and how were the bonus rules broken? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear DanBucks,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej

We’ve reopened this complaint at the request of Oxibet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Currently, I am waiting for the casino to provide evidence supporting their statement. Once received, I will post an update shortly.

Update: So far, the provided evidence is not substantial and further details were requested. Once I receive the answer, I will post another update.

Update: issue with casino representative account should be now resolved. I am waiting for the security team to provide me with requested evidence, to be able move the mediation process forward.