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I submitted a payout request yesterday, but something went wrong. I received an email stating that I didn't provide the correct name (not the full first name). The email also mentioned that the money would be refunded to my account on the website. Unfortunately, this has never been done. Despite contacting them multiple times, I haven't found a solution yet. I have only been asked to send bank statements several times, even though they never made the payment.

Dear marcl,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC and security checks are very important and essential processes, during which the casino makes sure that the money is sent to the rightful owner.

Could you please advise if you have withdrawn any winnings in the past? Have any of your personal details or payment methods changed recently? Are you aware of providing incomplete or incorrect first name while registering your casino account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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,

Petronela

The only thing I did was not write down my full first name during the withdrawal process, but only my initial. After that, I received an email stating that the withdrawal was declined, but I haven't received my money back into my casino account. Despite multiple requests and sending two bank statements (I don't even know why because it wasn't paid out), they are still refusing to give me my money back.

Still no money and only the answer that i have to wait for a 'while'

Now I even received an email saying:

"We are contacting you regarding your previous request. Due to 3 days of inactivity regarding ***** request, the status has been changed to 'Closed'."

While I haven't received my money back... This is getting ridiculous.

Is there even someone responding over here?

Just because I don't respond the very next day doesn't mean I'm unwilling to assist you. You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. While we strive to provide prompt responses, please understand that we handle over 600 complaints simultaneously, necessitating thorough investigation and analysis for each case. Sending daily messages will not expedite the process; in fact, it may have the opposite effect.

Do I understand correctly that instead of your full first name, you entered your initial only?

Yes thats right and since then the money is gone. 0xbet did cancel the payout but didn't give my money back. And the only thing they are saying is that i have to wait for a while

Thank you very much, marcl, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you marcl for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 0x.bet Casino for their help in resolving this complaint. We would like to know why was the withdrawal not refunded and if we can do anything to help resolve this issue.

Thank you!

Dear Casino-Guru,

Funds were returned to the user balance due to incorrect data while processing a withdrawal.

User was notified about this via e-mail.

Kind regards,

0xbet Team

Dear marcl,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.