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I opened an account a few days ago, I deposited a little bit over 1000 euros and played. Luck was on my side and won a total of 9000 euros. I withdrew my winnings.

On the site, it says instant payouts. I have experience with another online casino that pays out in hours so I expected the same.

It took longer than expected so I started reading reviews online, surprisingly 80% of reviews online are negative and withdrawals are never paid. I read that they close the accounts without notice to further delay the process. In fear, I contacted the 'VIP manager'. SHE ASSURED ME THAT EVERYTHING IS FINE AND that my withdrawal will be processed by Monday.

This afternoon, I tried to log in but THEY HAD BLOCKED MY ACCOUNT WITHOUT TELLING ME THE REASON after much effort to contact an agent and the VIP manager, the 'VIP manager' replied 'Your account is being additionally investigated'. This was the same excuse they gave other players to delay the process for weeks/months. I am really worried. The VIP Manager refuses to give me at least a time frame and her response to my request is unprofessional I feel like I am not taken serious.

I want to involve a 3rd person because I am afraid if a 3rd person doesn't intervene I will end up like 80% of the players that wait weeks for their money but never get it.

Dear Bella,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past? How many days ago was your withdrawal requested?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela

Thank you for your response. This was my first time playing at this casino, so this was my first time withdrawing money from 0x.bet Casino. Everything that was stated in my account was verified. The withdrawal was requested 3 days ago.

I have experience with other online casinos, I have in the past gone through the verification process, they contact you via email requestion your id and some other bank statements needed for verification, and it literally takes less than 24 hours or max 48 hours. Most importantly, they don't just block your account for the 'verification process'. 0x.bet did not request any kind of information from me, nor did they notify me when they block my account, nor did they email me the reason for my account being closed.

What really got me worried is, reading the reviews on Trustpilot about this casino, almost 90% of players went through the same process for weeks and still never got their money. On their website, they promise all kinds of things, such as fast payout, and fast, easy verification but 90% of players agree that it was not their experience.

Additionally, the VIP manager assured me that the withdrawal will be processed by Monday. However, when they close my account on Sunday, she/he did not notify me I had to find out by myself that my account is closed

The whole attitude of the manager changed and wasn't replying to my concerns at all which I find very suspicious. It is Monday today and still nothing is processed.

Thank you very much, Bella, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance.

Our standard practice is to allow up to two weeks for the completion of the Know Your Customer (KYC) verification process and the processing of withdrawal requests. However, in your case, we noticed that despite having made a request for withdrawal, your account was blocked without prior notice, and you were not advised to submit any personal documents to complete the KYC verification process.

Therefore, we have decided to intervene immediately and address the issue to ensure that your account is verified and your withdrawal request is processed without further delay.

I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Bella!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello, Pavel

I thank you guys for such a fast response and for the understanding. I hope 0x.bet casino responds soon and this gets clear up.

I will like to add how the VIP manager has still been ignoring my questions and has zero understanding for my situation and concern. I even asked for a new one and that request is also ignored. I hope this casino takes this feedback serious and train their customer agents to be professional. Every customer deserves a good customer service experience.

Update

This morning, while talking to an agent live on the website who was explaining to me that my account is still under investigation, the Vip manager texted me that the funds are sent already and it now all depends on the bank, however, the verification of my account is still underway. Right at the same time, both agents were telling me different things. I didn't believe it so I asked the Vip manager how can it be, she assured me for the 2nd time that the funds are indeed sent.

I told the Vip manager, How is it possible that the funds are sent if my account is not verified? i also asked to what bank account are the funds sent. I got a replay back saying '' sorry my bad we have not sent the funds yet, we will send it as soon as the verification is over''

It is just unbelievable how they keep playing games with me. I have caught them in many lies, how can I now trust that my account is under 'investigation'. I will like to add a screenshot of the conversation as an evidence, is that allowed?

Dear G*******,

We are really sorry that you encountered such a situation, however we are doing our best to help every player.

Our finance department checks each request and processes it according to the queue. Perhaps your request or account does not meet some requirements, so the withdrawal/account is double-checked. We kindly ask you to carefully review your mail - we would definitely provide you with the updates as soon as we get them from the appropriate department.

We do hope for your understanding!

Kind regards,

0x.Bet Team

0x.Bet Team, thank you for your response!

Bella, please, update me on any info or progress regarding your withdrawals when you will have it!

Pavel , it has now been 6 days. I will update the progress.

However it’s hard to keep up with the different reasons they keep giving me to delay the process. I still haven’t been asked any kind of information to provide so I’m not sure what they are investigating.

Dear Pavel and 0x.bet

I just got a message from the Vip manager stating that my withdrawals are processed and confirmed and that it is on its way to me. Although I am pleased to hear that, still, some things are not clear to me.

The manager says that my account is still under investigation and blocked, thus I can't log in and see the status of my withdrawal. Additionally, it is suspicious to me that the money is really sent to me because I wasn't asked to provide any bank information.

I asked why I didn't receive an email from the payment department that my withdrawals are processed and confirmed. I didn't get an answer to that.

I will update more in the coming days.

Dear Bella and Casino Guru team,

We are writing to inform you of the recent developments regarding your account and the resolution of the complaint.

First and foremost, we are pleased to inform you that your withdrawal requests have been approved. After a thorough review of your account activity and compliance with our policies and procedures, we have processed the necessary transactions.

Furthermore, we would like to express our appreciation for your patience and understanding during the investigation process. We have now reopened your account, and you can access it with the same login credentials as before.

Lastly, we consider this complaint to be closed. We believe that the successful resolution of your account-related concerns warrants the closure of the complaint. Should you require any information to assist you in this matter, please do not hesitate to contact our customer support team or your personal manager. We are more than willing to provide any necessary details to facilitate the closure of the complaint.

Once again, we sincerely apologize for any inconvenience or frustration caused during this process. We value your patronage and are committed to ensuring your satisfaction as a customer. Should you have any further questions, concerns, or require assistance, please do not hesitate to reach out to us. We are always here to help.

Kind regards,

0x.Bet team

0x.bet team, thank you for your response. Yes my account is open again and I can log in. However it says my withdrawals are still pending.

on my side, this case will be closed when I receive the winnings. There are somethings that are still not making sense because I still haven’t received an official email stating that my account is open and my withdrawals are approved. Nor was I asked to provide payment information.

Thus I will update in the coming days

Hello Pavel

I have received my withdrawals. It took a lot of effort and headache but at last I have received the funds. I believe if I didn’t involve a you guys they wouldn’t have taken me serious.

however I think they should do better in their communication and give a true and clear information to their players.

Dear Bella,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team