Chexx Casino - Pelaajan kotiutus on viivästynyt ja maksupalveluntarjoajan ongelmat ovat edelleen epäselviä.

Hello,

I'm writing to ask for help resolving an issue with Chexx Casino regarding a withdrawal that has been delayed for 4 months now.

Timeline of the issue:

I won a significant amount and requested a withdrawal. The total amount owed to me is 20000 USDT.

The casino immediately placed my account under verification, which ended up lasting 3 months. During this time I submitted a large number of documents as requested, and even completed a video verification call with a casino representative.

The casino told me my account was sent for a "3-month review."

After the verification period was finally completed, the casino opened withdrawals for my account, but only allows me to withdraw small portions of my balance at a time. Over the course of one month since withdrawals were opened, I have only been able to withdraw 6000 USDT out of the 20000 USDT owed to me - leaving 14000 USDT still outstanding.

At this pace, it would take several more months to receive the rest of my winnings.

When I asked why I can't withdraw the full amount after already passing all their checks, the casino support team claims there are "issues with their payment provider."

Why I'm concerned:

I already went 3 months without any access to my own funds while "verification" was ongoing. Now that verification is complete, I'm being forced to wait additional months through a slow, partial withdrawal process, having received less than a third of the total amount owed in a full month. I understand that some casinos apply withdrawal limits per transaction, but going through a lengthy manual verification process and then still being unable to receive my full balance in a reasonable time feels unjustified. The "payment provider issue" explanation seems like it may just be another excuse to continue holding my money.

What I'm asking for:

I would like Casino Guru's help in understanding:

Why, after a full 3-month verification and successful video call, I'm still not able to withdraw my complete balance of 20000 USDT.

Whether the "payment provider" explanation given by the casino is legitimate or simply a stalling tactic.

Any assistance in mediating with Chexx Casino to release my remaining 14000 USDT without further unnecessary delay.

Thank you in advance for your help.

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Hello,

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

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

• Is your player's account currently accessible to you?
• Did you achieve your current balance with the help of a bonus?

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

Hi, yes, I still withdraw money little by little, and no, I haven't used any bonuses.

Dear yupav30,

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, Jana (jana.k@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

Dear yupav30,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Chexx Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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 yupav30,

I have made several attempts to reach out to the casino but, unfortunately, have not been successful. I understand that without their cooperation, our ability to resolve this matter is quite limited. As a result, I will have to mark your complaint as "unresolved" in our system. I realize this is not an ideal solution, and I empathize with your situation. However, I believe that the impact on their rating due to unresolved complaints may encourage the casino to take a more proactive approach. Should the casino decide to respond, we will promptly reopen the complaint and notify you via email. In the meantime, I recommend reaching out to the Curacao Gaming Authority at complaints@cga.cw to submit your complaint. They possess additional resources and tools that may better assist players in situations like yours. If you need any assistance with the complaint process or would like to share how they respond, please feel free to contact me at jana.k@casino.guru. I sincerely apologize for not being able to provide more assistance on this occasion.

Best regards,

Jana