Xbet Casino - Player's balance disappeared.

I built up $13,600 of a balance playing on my cellphone. I am now in California for work. I logged in to check my account and now it says I have a balance of $.25. i am not sure if the site is trying to figure a way not to pay me or what happened. I can guarantee no activity has happened for California where i am now. I am afraid I don't have much hope to rectify this but it is worth a try.

Dear ericfisher8,

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

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

• Did you contact the casino and asked them for an explanation? What did they reply?
• What games did you play to accumulate your balance in the casino? (slots, live games, multiplayer)
• Did you achieve your winnings with or without an active bonus? 

Thank you very much in advance for your reply.

Best regards,

Tomas

There was no bonus at all related to this.

I won it with a little sports betting and some table games.

i tried to reach out to them but haven’t gotten a response.

They completed their "security review" within a very short time after I told them the situation. They sent an email stating they made a final decision and I am responsible for all of the losses. They didn’t give detail as to how they came to this decision. I know with certainty it couldn’t have been played from an IP address or location where I was located. I knew right away they would do absolutely nothing to help me. For all I know they made the money disappear themselves. I had them permanently close my account and recommend that nobody ever use this casino.

There is nothing worse than the excitement of winning and then having it taken away. It would be one thing if I actually lost it but to just have them take it…hopefully they end up going out of business as a result of their terrible and unethical practices. I know I have no recourse aside from hoping they do the right thing. Which of course won’t happen. I’m doing my best to just move past it but it does bother me to be treated in such a way. Feeling foolish for putting money on a terrible site and then being played for a fool. Those things sting more than the loss of funds. Though that hurts too obviously.

Dear ericfisher8,

Could you please forward any communication (emails, chat transcripts) between you and the casino and any supporting evidence to my email at tomas@casino.guru

I'll await your reply.

I sent you email messages. Were they received? They basically told me that I am responsible for all losses but give me zero proof when requested. I am 100% certain that the IP address and most likely the location cannot possibly match where I was playing up until the point the money disappeared. Yet they won’t send me any information regarding how they came to the conclusion I am responsible. I feel it’s just a scam at this point.

Thank you very much, ericfisher8, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Thanks and I hope it’s resolved too but I’m not very optimistic.

Dear ericfisher8,

I am so sorry to hear your funds were confiscated. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an Xbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Xbet Casino,

Could you please state why the player's funds were confiscated?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi, they weren’t confiscated. They disappeared when I could not possibly have been logged in. They are claiming they were lost and I am responsible. I requested proof of the IP address and location for the person that logged in and lost. I can guarantee it didn’t match mine. This is if anyone actually lost the money and the casino didn’t just take it. I’m afraid Xbet is just a sketchy casino and a scam.

Based on my experience up to this point I am sure the casino will ignore this and say absolutely nothing. It is quite a bit of money that would have made a nice difference in my life, but I have written it off mentally.

I tried to reach out to them yet again and got no response. They try to tell me that I lost the funds but won’t send me proof. It should be simple to show if there was a change in IP or location in which my account was accessed. I can almost 100% guarantee my account was accessed from a new IP address during these losses. Whether it was a hacker or the casino themselves I do not know. I do know that I did not play and lose this money.

I have a wife and newborn son. This money would have been a godsend.

I assume Xbet has said nothing? It appears I have no recourse?

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.

Hi there,

After reviewing the case more in question, it was documented that, there was as claim of Unauthorized Access made by the player in question, based on this claim, the security team made an investigation to verify the veracity of the same, and they did not see any abnormal IP/Device and the wagering at the beginning of the sessions also followed the client’s normal pattern with a sudden jump in wagers which resulted in the loss claimed. The claim was rightfully rejected by our staff.

In conclusion, the balance was played out from the same device as it previously did on earlier activity.

Please provide proof it was on the same device. I have been asking for weeks. You say the same thing but don’t provide proof. It is impossible that it was on my phone like previously. So I don’t believe what you stated.

We have multiple layers of security, and we can confirm the gameplay was made by the user.

One factor we can publicly confirm is the IP used by the client and it did match his previous activity and the activity during the claimed Unauthorized Access.

With the information above, can also confirm the client did perform the wagering and proceeded to try to cover his actions and claim this unauthorized activity.

The remaining details of our internal investigation will remain documented internally on file, but the client is and will remain responsible for the activity on file with solid evidence to support it.

If you have any questions, please let us know.

Can you provide me with this evidence? You say it will remain documented internally? I think it’s only right you share these results with the person it pertains to (me). You keep stating you have it then it should be easy to give me that proof. I want more than words. That’s what I have been asking for and you won’t provide it. Why? Without this proof it’s just words. I can claim I am the strongest man in the world. Then when people ask me to prove it I just say. "I can assure you I am the strongest man in the world. I internally have proof". Or in a trial evidence is needed. "Your honor this man is guilty. I have evidence in my personal files and take my word then hold him accountable but no I will not share it". This is basically the same type of absurdity you’re claiming . If you don’t want to provide proof publicly then send it to me privately. Show me that all activity was on the same device. I know this can’t be the case and want to see actual proof. If you can’t share it with anyone then nobody can verify what you say is true and it’s highly suspicious. I’m honestly not expecting you to give me a cent. You have made that clear. I doubt I would have gotten a cent from you regardless. It’s not even about the money to me anymore. It’s about having the money disappear and then I’m told I’m a liar. Not only privately but publicly. You would always find a way not to pay. The money is written off but I would still love to see this "evidence" that you supposedly keep in your internal files but won’t show to anyone, including the person it affects. NOBODY should deposit on this site if you ever want to see a dime via withdrawal. It’s lost the second you deposit even if you happen to win. There is a reason they are rated 4/10 here and even worse or blacklisted on other sites.

Dear Xbet Casino,

Could you please provide us with the player's device history? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

I would love to see the device records too. That is what I’ve been asking for this whole time. As I said, I am very aware I won’t get any money from this casino. The money was gone the second I deposited, as they were never going to pay. That being said, I am certain I did not play and lose on my device. I can’t say with certainty where my account was accessed from. It could be across the world or from next door. I can say with certainty it was not on my cellphone. The full device records please. I am sure they will show I was on the same device every single time I logged in for weeks all the way until the 15 hours or so before the money was lost. Then there was a change. I can’t say the exact time since I only know when I saw it was gone. I couldn’t have possibly logged in because I was on a flight and across the country. Which I can prove with my flight records.

I assume this device history was not sent?

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.

It appears the casino will not be providing proof that it was played on the same device during the unauthorized play. This is because my claims are true that it could not have been on the same device, and their claims are false. As I knew all along, considering I know the truth is that I did not and could not have done this wagering. I have serious doubts that any wagering happened at all for these losses. My assumption is the casino created a false scenario in order to avoid paying me. As I said they have horrendous ratings for a reason.

Hello,

Due to our internal policies, we do not share sensitive data with third parties. In the case, we've attempted to reach out the player but no answer to our call on May 29th , he still can call our customer service at any time and the information pertaining to the case will be explained and discuss with no issues

Thank you

I have spoken to your support. They keep saying I’m responsible, but not providing proof. I need to see the device records. Words don’t mean anything as I’ve already seen that you will lie. Provide me with this personally and it will not be shared. I know you aren’t sharing it because it will show that the device was different or the play didn’t happen. I need to see the proof not just hear verbal lies. Saying you won’t share "sensitive data" is ridiculous. There’s nothing sensitive about my device records. Especially if you are sharing it with just me. Again, you are blacklisted and have terrible ratings for a reason.

I have played on many many sites. I have won and I have lost. I accept that as part of gambling. I have never once had this type of thing happen. With my money disappearing. I assure you that I would not just make this up to "cover". If I rightfully lose then I will accept it and move on. If my money is stolen then I need to make people aware. In this case my money was stolen. Plain and simple reason for my complaint. Saying you won’t share any proof of your claims should look suspicious to anyone reading this. If you have nothing to hide then you would share.

Stefan, our Security Team has been reaching out to the player multiple times and he won’t respond, is there a way you can help us getting a phone number where we can get a hold of the player? It seems he doesn't want respond to the number we keep on file and he only response here. We are in the best disposition of speaking with him and go over all details.

Hello,

I want to see it in writing please. I do not want to hear it verbally. I spoke with someone verbally previously. I need to see the "proof" and not hear about it. Honestly this is going nowhere. You’re never going to provide what I request. It is what it is at this point. My money disappeared and I know it was physically impossible for me to have lost it. You’re claiming I did and I know it’s not possible. You will not provide me proof and I have no interest in a phone call. I need to see it in writing. If you will not provide that then we will never get anywhere. I’ve already accepted I will never see a cent from you. So the most I can do now is try my very best to warn people from signing up with your site.

To follow up. You’re not going to convince me that I wagered when I did not. I know where I was and the last time I placed a wager. So talking on the phone again does not accomplish anything. I want to see the device and location records in their entirety related to my account. I know that I did not wager so I’m curious to see the proof that makes you sound so sure that I did. I don’t believe this is too much to ask considering the amount of money stolen from me.

Please either provide the device data or admit you don’t have the proof you claim. I am not interested in another phone call. I want to SEE the proof. Or just be honest that you cannot prove I lost the money and you are wrongfully withholding what is rightfully mine. We are going in circles. I realize you won’t be paying me but please stop lying about what really happened.

I guess this will just go unresolved? My money was taken and nothing can be done. Quite sad but that’s life I suppose.

Dear all, due to the absence of my colleague, I'm taking over this complaint.

I have reviewed the case, and it seems we cannot investigate further without evidence from the casino. In such cases, we can provide a Power of attorney signed by the player. This would allow us to mediate with the casino in the player's name and have access to all evidence necessary to resolve their complaints.

Dear Xbet Casino,

Would you accept it as a solution to let us get the necessary evidence?

Thank you in advance for your cooperation.

Kind regards,

Tomas

I’m all for that, but I doubt the casino will agree. They won’t even share device records with me.

I was holding onto a little sliver of hope that they would do the right thing. It was sketchy from the beginning but I would have changed my tune if they treated me fairly. At this point the most I can do is make sure I let everyone possible know to never play there. I know with certainty that will hurt them more in business than they gained in money by stealing from me.

I am guessing I have no further recourse if they don’t agree to this mediation? Which I am pretty certain they will not. I’m going to be hesitant trusting offshore casinos without a really great reputation.

I am very discouraged and upset that I ever trusted this casino. Not only did my winnings disappear. I also sent quite of bit of my own money via bitcoin. AVOID this site at all costs. Now I’m stuck with all these unfair financial losses. Yet they can just ignore everything and have no consequences. Aside from a hit to their already awful rating. I’ll make sure every forum, friend/acquaintance, and rating site knows what happened.

Dear ericfisher8,

I've been contacted by the casino's representatives about this issue. Currently, I'm trying to get in touch with them internally. Therefore, I will now extend the timer by another 7 days to see what can be done.

Thank you for your patience.

Kind regards,

Tomas

Thanks, if they do provide details (written not verbal) then please share them with me. I have given up on them doing anything to remedy the situation at this point.

I’m guessing still no update? We’re moving in on 2 months since this happened.

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.

July 3rd will be two months since I filed this complaint. The casino seems to respond just enough to keep the clock resetting. Yet they never provide anything except for making vague statements. They are a disreputable casino and it should be apparent at this point.

Dear ericfisher8,

Upon internal communication with the casino representative, we came up with a solution which might help the investigation.

Kindly contact the casino from your registered email address and ask them to provide you with the evidence, such as game history, IP address log and device log history. They should provide you with these documents, and then please forward them to my email address: tomas.k@casino.guru

On the other hand, may I please ask you to confirm if you have made multiple chargebacks across the other casino's brands?

Thank you.

Kind regards,

Tomas

I have contacted them and am awaiting response. I use only crypto to make deposits. As far as I know it’s not even possible to have a chargeback with that.

They almost never respond to any emails but I did send it and am awaiting their response.

Dear ericfisher8,

Thank you for your confirmation. Can you please update us once you have received the evidence and then follow my request above?

Kind regards,

Tomas

Yes, I will let you know as soon as I hear back from them.

i have sent two emails to casino and not gotten a reply. I’m not sure if they have my emails blocked or something but I never get a response from them.

Hi ericfisher8,

Just to confirm, have you sent an email from the same address?

Kind regards,

Tomas

Yes, that is correct. I sent two emails yesterday to support@xbet.ag

ericfisher8, can you please share the email address from which you have sent the message? I will hide it from the public.

Thank you.

Kind regards,

Tomas

Thank you. I'm now extending the timer for 7 days. Please let me know once you have a response from the casino.

Kind regards,

Tomas

I have heard nothing. I also sent a request through their website. No response to that either. It’s a little frustrating that all they seem to do is keep stalling.

I have sent them 5 or so requests now and they continue to ignore me. Tomas, are you able to reach out to whoever you spoke with and see if they can help?

Dear ericfisher8,

As I have been informed, the requested documents are being sent to you. Please allow the casino more time.

I will now extend the timer for the casino.

Xbet Casino,

Please update us once you provide the player with evidence.

Thank you.

Kind regards,

Tomas

Hi Tomas,

thanks and i will wait on their response.

Hi Tomas,

They provided a worthless spreadsheet that only shows wagers and times. It shows no ip details or locations. They also said the below. Spelling my name wrong and saying they will provide nothing more. They obviously have something to hide by only providing this. I never said wagers didn’t occur. I said I didn’t make them. The spreadsheet is completely worthless.

Good afternoon, Erick.

We hope this email finds you well.

We’ve attached an Excel file containing your casino wagering details for April & May 2023. 

Each transaction is listed with the risk amount, win amount, and the change to your balance; This also includes time stamps for each transaction as well.

These are the details we can share with you, and we will not be sending over any additional information. 

On our end, we’re considering this issue to be closed.

Best regards.

Customer Service.

To be honest it’s been two months and they’re not even providing information that should be easily accessible and shareable with the customer. They are hiding things for a reason, and wasting everyone’s time.

Tomas, we need IP address, device and location history. They provided none of that. Their spreadsheet provides about 25% of the information we need.

I can guarantee that the IP address and device history will show that the wagers made that wiped out my account were from a different device and IP address. The fact that they are not sending this information means they are hiding evidence that supports my claim!

To the casino,

Why do you make it so difficult to get anything from you? Any reputable casino would have easily provided this long ago

If you had nothing to you hide then you would provide my ip address login history, device login history and location login history.

It’s obvious to me at this point you have evidence that supports my claim I didn’t make the wagers losing my full balance, but you’re not sharing so you can steal my money.

Hi ericfisher8,

Thank you for the information. However, I would like to ask you to forward this document to my email address, as we need to collect as much evidence as possible in order to help the investigation.

Here is my email address: tomas.k@casino.guru

Please let me know once you do so. Thank you.

Kind regards,

Tomas

Hi Tomas,

i already sent that over to you

Dear ericfisher8,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified.

Our investigation has revealed that it is the responsibility of every player to ensure the security of their account. This policy is consistent across the industry and is also upheld by the casino. We would like to draw your attention to the following clause from the terms and conditions:

"Confidentiality of Codes, Passwords, and Information

After opening your account, you must take all reasonable steps to avoid disclosing (whether deliberately or accidentally) your username, password and/or account number to anyone else.

Any activity on your account made where your username and password have been entered correctly will be regarded as valid, whether or not authorized by you, and we shall not be liable for any claims in the event that you disclose your username, password or account number to anyone else (whether deliberately or accidentally)."

Consequently, it is highly unlikely that the casino would gain access to your account and deplete your balance to zero. Additionally, we have been informed by the casino representative that you are a frequent blackjack player, which is further corroborated by the game log we have reviewed.

Considering all the aforementioned factors, the complaint will now be rejected.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Kind regards,

Tomas