X3000 Casino - Player's withdrawal has been delayed with account closure.

Same problem as on PAF and Speedy. Can't get my withdrawal. Income verification submitted. Page closed so can't log in. No communication. I deposited 5000 which I couldn't play because I had reached the time limit so I was going to withdraw them again and then it stopped!!

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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.

• How long have you been unable to access your X3000 Casino account?
• Have all your identity documents been successfully verified, apart from the source of funds?
• Which documents did you provide to the casino as your source of funds?
• Which payment methods did you use to deposit money into this casino?
• What types of games did you play?

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

Oh, it's been a few weeks now.

because I log in with BankID, they haven't asked for any other verification. What I sent in was bank statements for a few months back, and that I accept open banking so that they could access my bank themselves. In addition, I have stated that my money comes from salary and gambling winnings, which also appears on my bank statements. I have deposited 5000 but when I was going to play, I had reached the time limit, so I chose to withdraw the money again, but I haven't received it because of this verification process, which apparently can take up to 6 months for them to approve. Which is completely incomprehensible to me. I just want my money out.

Hello Sbro8787,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Please forward me all the communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. Kindly include the documents you sent to the casino as well. Thank you for your cooperation and I'm looking forward to your reply.

I send you a Mail

Dear Sbro8787

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, Martina (martina.b@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,

Veronika

Dear Sbro8787,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. However, according to AML of any casino withdrawing money, which were just deposited without wagering them at least once, is vey uncommon. But I do understand that is frustrating. I will contact the casino and try my best to resolve the issue as soon as possible.

Now, I would like to officially invite a representative from X3000 Casino to join this discussion and assist in resolving this complaint.

Dear casino representative, could you kindly provide additional information regarding this case? Additionally, please let us know if the player is able to promptly withdraw her 5000kr.

Thank you in advance for your assistance and for providing this information.

I deposited and was going to play but it said I had reached the time limit and since I couldn't play I requested to withdraw them.

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.

Unfortunately, I don't think they will respond because the other two casinos haven't done that either and it's still a lot of money and it's my money that I'm not getting back and it's been almost 3 months and I've given them what they want in income verification.

Dear Sbro8787,

I hope this message finds you well. I have reached out to the casino outside of this thread, as there may be a possibility that you did not receive the email. Thank you very much for your patience during this time. I will keep you updated as soon as I have any new information to share.

Dear Sbro8787,

I have obtained the contact information, and I am hopeful that we will make progress soon. I will keep you updated on any developments. Should there be any changes on your end, I kindly ask you to keep me informed as well.

Thank you very much in advance for your cooperation.

I hope so too. But it's been a long time and neither this casino, speedy or PAF have contacted me or paid out my money. I only want my money back that I made a withdrawal for, that's my right.

Dear Sbro8787,

I just wanted to inform you that the casino has escalated your case to the relevant department for further review.

In the meantime, could you please let me know which support channels you have been in contact with (for example, specific email addresses or live chat)? This information will help us better understand the communication so far.

Thank you very much in advance for your cooperation.

Both their live chat and then safety email address

Dear Sbro8787,

Thank you for letting me know.

The casino has informed us that the documents submitted so far were not sufficient. They kindly asked that you contact their customer support to check which specific documents are still pending or required.

Could you please try to reach out to their customer service and clarify this with them? Once you have more information, please let me know how it goes.

Thank you very much for your cooperation.

Now that's enough. Get this as an answer

I will not accept this anymore. Their security department has not responded for months, not once. Can't get a hold of them and customer support refuses to talk to me 😭 I have submitted income verification, I just want my money and then never have anything to do with these casinos because they are not serious!! I am being treated so wrong and unfairly and I just want my money

Dear Sbro8787,

I see that there hasn’t been much progress with the support team so far.

Let me try to contact them outside of this thread, and I will get back to you as soon as I have any updates or further instructions.

I truly appreciate your patience.

Got an email from them yesterday. Sending a picture of their email and my response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sbro8787,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina