NYXbets Casino - Pelaajan voitot on takavarikoitu.

I would like to submit a complaint regarding Nyxbets Casino.

After depositing funds into my account and playing without issues, I won approximately €1700. When I requested a withdrawal, my account was suddenly blocked, and I was asked to provide documents for verification (KYC).

I fully complied and provided every requested document, including:

A 3-month official bank statement showing my name and account number.

Photos of both sides of my bank card.

Proof of ownership of the bank account used (which is a joint and/or account under my name and my wife’s).

All these documents were genuine and issued directly by my bank.

For several days, I contacted live chat daily. Each time I was told the same phrases: "your case is under review, it is marked as priority, please wait until the end of the day." Despite these assurances, no progress was made.

Finally, I received an email from support stating that my balance had been confiscated under clause 7.5 of their Terms and Conditions, which says that "fake or fraudulent documents may result in confiscation of deposits and winnings."

This is completely false and unacceptable. At no point did I provide fake or fraudulent documents. When I asked the live agents to specify which document they considered "fake," they admitted they could not see the documents and that the "decision was final." No explanation, no transparency.

Hello,

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

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

• Have you provided any other evidence that proves you are a beneficiary of the joint account? Have you used a direct bank transfer, or have you used a card issued in your name associated with said bank account?
• Could you please explain when you opened the particular bank account you used?
• Are you listed as a beneficiary on the bank account contract?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I have just sent you an email with all the requested documents and information, Tomas.

Update:

The casino continues to refuse to provide any concrete reason for the account closure. I specifically asked them to confirm whether the issue was related to KYC, payments, or any other area, but they replied that this information is "confidential" and not disclosed to support.

They only tell me to reply to the closure email, which I already did, but I still received no explanation. In short: the casino seized my €1700 winnings but will not tell me which rule or document was supposedly the problem.

This lack of transparency makes it impossible for me to defend myself and shows that the decision was arbitrary and unfair.

Thanks for your reply and update.

• Unfortunately, I haven't received any email from you. Could you please try sending the information once again? If you used an email different from your registered email, kindly provide the ID number of the complaint as a reference.

I apologize for the inconvenience. Looking forward to your reply.

I just realized that in my previous attempt I made a small typo in your email address ("Thomas" instead of "Tomas"). My apologies for that.

Could you please confirm if you have now received my message? So I know it has reached you this time.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Luciano1992,

My name is Michal, and I have taken over handling your complaint. I have reviewed your case, including the evidence you shared with my colleague Tomas. However, the bank statement PDF titled "nyx 1" shows only a single transaction.

To proceed with an independent review, please send me your full bank statement covering the last 90 days, showing all transactions on your account. Kindly ensure the PDF is in its original form, exactly as downloaded from your banking app or online banking, without any edits. You can forward it to me at michal.k@casino.guru.

In parallel, I will reach out to the casino to gather more information and determine how I might assist.

We also invite NYXbets Casino to join this conversation.

Dear NYXbets Casino,

I kindly request clarification regarding which documents submitted by the player for the KYC verification process failed to meet the acceptance criteria, resulting in the confiscation of their winnings.

If this information cannot be shared publicly, please forward the details, along with any supporting evidence, directly to me at michal.k@casino.guru

Dear Luciano1992,

We would like to inform you that your account has been closed and winnings confiscated in accordance with our Terms and Conditions.

As stated in Section 6.8 of the Terms and Conditions of our website:

"You may only use your own personal credit/debit card or another payment method to fund your account. The name appearing on the credit cards, or registered on the payment accounts used for deposits or payouts must correspond to the name registered on your account."

Additionally, as per Clause 7.5, "It's the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player"

Dear Michal,

We have provided further information via email. Please review it at your earliest convenience.

Best regards,

NYXbets Casino

Dear NYXbets Casino,

Thank you for your email. I have responded back with some additional enquiries, and I look forward to your response.

Dear Luciano1992,

I have also contacted you through email, and I await your reply.

Dear Michal,

Thank you for your message. I confirm that I have sent you the requested information via email. Please let me know if you require anything further.

Kind regards,

Luciano P****

Dear Luciano1992,

I appreciate your email containing the extra information and evidence. I will keep engaging with the casino team to reach a consensus in resolving your case.

Dear NYXbets Casino,

I am looking forward to your reply regarding my latest email.

Dear Michal,

We have sent you a reply to your email.

Best regards,

NYXbets Casino

Dear NYXbets Casino,

Thank you for your email. I appreciate your attention to this matter and look forward to your team’s assessment of the additional evidence provided by the player.

Dear Michal,

Thank you for your patience. The provided information has been fully reviewed, and the outcome has been communicated via email.

Best regards,

NYXbets Casino

Thank you for your emails with the information and evidence, NYXbets Casino Team.

Dear Luciano1992,

Following a comprehensive review of your case in consultation with the NYXbet team, and after meticulous examination of all evidence submitted, it has been determined that several of the documents you provided have been flagged by the casino’s security team as potentially non-genuine. The team has identified reasonable grounds to suspect that these documents may have been modified or otherwise tampered with, which constitutes a breach of standard regulatory requirements.

Adherence to KYC (Know Your Customer) and AML (Anti-Money Laundering) obligations is mandatory within the industry. These regulations require the submission of authentic, original, and verifiable documentation in the player’s name. Unfortunately, the documentation provided in this instance does not satisfy these regulatory standards.

As a result, I must proceed with closing your case as Rejected.

Please be assured that, as an independent entity, we have carefully reviewed all the information. The actions taken by the casino were consistent with its established policies, which you accepted when registering your account.

You are, of course, entitled to not agree with this decision and may contact the casino’s relevant regulatory authority if you believe your position is justified. However, we are unable to provide further assistance regarding this matter.

For future compliance, it is strongly advised that all deposits and transactions are conducted using payment methods registered solely in your name, and that full adherence to the casino’s terms and regulatory requirements is maintained.

Best Regards,

Michal

Casino Guru