APXBET Casino - El saldo de la cuenta del jugador se ha ajustado de forma incorrecta.

My account was sitting at 2158$ CAD. I tried placing a withdraw of 1500$ cad via bitcoin and after a few days, it was canceled stating that I needed to send my passport for account verification. This is wrong as I had already sent my ID and it was verified (as you can see on screenshot #1)

Nonetheless, the withdraw was still canceled. In screenshot #2, my transaction history page says my account balance should have been corrected manually to the amount it was before (2158$ cad). HOWEVER, as you can see in the top corner, my balance was NOT CORRECTLY adjusted and is now only 498.84$!

Apxbet have blatantly stolen money from my account balance! Their support team is not answering me on livechat or email.

Dear basedschalke,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with APXBET Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino before?

Have you been requested to send any other identity documents for verification before your withdrawal request was canceled?

When was the last time you communicated with customer support regarding the incorrect amount returned to your casino balance?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

This was my first withdrawal attempt at this casino. I submitted my passport when I opened my account and was told in livechat that it was well verified and that I would be informed if I needed to send more documents in the future for further verification. In the email they sent me to inform of the canceled withdraw, they said :

''Hi [name hidden as per player's request],

You have requested a withdrawal from account basedschalke.

As per our Terms and Conditions, we need to verify your identity before we can process your withdrawal.

Please, upload a color photo of your passport page that contains your photo and personal details in your personal account in the My Profile → Verification section.''

But the verification section in my profile shows my passport as already verified as you've seen in the screenshot I upload when I opened my complaint on casino guru.

I have not been able to contact the casino about the incorrect amount in my balance as they are not replying in livechat and have not replied to the 2 emails I have sent them this past week.

Let me know if you need more information,

[name hidden as per player's request]

Hello, if possible to please hide my name in the last reply I posted. Don't want it to appear on the public site

Hi,

My name is still appearing in the post I made 5 days ago at the beginning of the quotation marks. Please remove it

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

I would now like to ask APXBET Casino for their help in resolving this complaint. We would like to know why was the player's funds incorrectly accredited and what can be done to resolve this issue.

Thank you!

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 basedschalke, I am in contact with a casino representative and I will update you about any further developments. Thank you for your patience!

Hello, do you have any updates from the casino representative?

Dear basedschalke, unfortunately, the casino representative has stopped responding to my inquiries about the complaint. I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter