Casino Pixel checks the KYC through a third-party organization Sumsub. When I tried to pass verification, they rejected my documents and my profile remained unverified, because of this I cannot withdraw my funds. When contacting the casino support, they said that they could not help and said that you need to contact Sumsub directly.
This is not the first time I have encountered a problem when verifying Sumsub. Similar problems occurred on Fairspin and Tetherbet. Only in those 2 cases did the casino support help solve the problem, but here they completely shift responsibility from themselves to the third-party organization Sumsub.
Upd 23/01/2025. After two weeks i can explain my situation and finally verify my account it was very hard. So i think we can close this case.
I am really sorry for this late reply. Your post got lost somehow.
That is really great that at the end you were able to withdraw your money.
I hope that the intervention from our team in your complaint helped as well. What do you think?
May I just ask what was the reason you didn't pass the verification by Sumsub, though? Are you aware of it?
They didn't tell me the reason. But I think this is due to the fact that the Sumsub service is configured to check ID cards and driver’s licenses in plastic format, but it simply does not recognize passports from Russia and therefore rejects them.
In fact, I was simply able to explain my situation to Pixel support.
Alright, I understand. Well, at least everything is okay now.
Will you play there again, or better not?
do not play with them, they are scammers, made a deposit of 200 dollars and played sports as in a casino. When the account had 1145 dollars, I decided to order a withdrawal. I ordered a withdrawal on 7.05, verification was passed, today is 25.05. The money has not reached me. In the chat, every other time they answer that there is some problem, wait, and again they do not answer for several days. All screenshots were made and I can provide evidence. They are scammers
Hello, I don't know if I've got it right but did you play casino games, slots, table games and so on and also sport or just sport? That's pretty important to us.
As far as your situation is concerned, I can see that the casino is not very helpful. But did they say what the specific problem is, is it the payment method or something else?
¿Alguien ha tenido problemas con los retiros en los últimos días? Tengo más de 2000 € pendientes. Hice mi primer depósito con un bono de bienvenida y no tengo experiencia con esta plataforma.
Llevo 4 días con un retiro pendiente y, según la conversación con el soporte, tardará aún más. En la descripción, indican que los retiros son inmediatos en la plataforma.
El soporte dice que los retiros están suspendidos en TODOS los casinos debido a sospechas de apuestas fraudulentas en las casas de apuestas.
Me sorprende la justificación, ya que solo juego a las tragamonedas y no tengo apuestas deportivas. ¡Cero! ¿Por qué suspender los retiros del casino por sospecha de fraude en las apuestas?
I have already found many such people to whom they do not pay money. They have run out. They have scammed. Fraudsters, They do not pay me 1145, at first they said that the problem is with the provider for a whole month, as I wrote to them that I contacted their provider and they did not tell me that they have no problem. Then immediately pixel said that they suspect bets. In which Expresses? Fraudsters
Hello, perhaps we can help; just kindly respond to the last question:
"Hello, I don't know if I've got it right but did you play casino games, slots, table games and so on and also sport or just sport? That's pretty important to us."
¿Alguien ha tenido problemas con los retiros en los últimos días? Tengo más de 2000 € pendientes. Hice mi primer depósito con un bono de bienvenida y no tengo experiencia con esta plataforma.
Llevo 4 días con un retiro pendiente y, según la conversación con el soporte, tardará aún más. En la descripción, indican que los retiros son inmediatos en la plataforma.
El soporte dice que los retiros están suspendidos en TODOS los casinos debido a sospechas de apuestas fraudulentas en las casas de apuestas.
Me sorprende la justificación, ya que solo juego a las tragamonedas y no tengo apuestas deportivas. ¡Cero! ¿Por qué suspender los retiros del casino por sospecha de fraude en las apuestas?
Hello,
if I may, what reason did the casino state as the problem preventing you from withdrawing, please?
I'm perplexed, to be honest. It appears that the casino prevented you because you sports betted, even you did not?
You better ask your questions to the casino, not to us, advertise scammers. Who have already deceived many and continue to deceive, and it is not important for you to ask the administrator of pixel.gg why there are many complaints about them, and not only from you. Scammers protect scammers
No, no aposté en deportes, sólo en tragamonedas.
El casino afirma que todos los retiros han sido suspendidos debido a sospechas de fraude en apuestas deportivas. ¡Y esto lleva días así!
¿Tiene eso algún sentido?
"Frank
• 3d ago
This message was deleted
Hi,
Thanks for reaching out. At the moment, we’re experiencing delays with withdrawals due to a number of suspiciously similar winning patterns recently detected in our sports betting section.
Because of this, all affected withdrawals are currently on hold while we investigate the situation further together with our providers. The manual review may take a few days, and we truly apologize for the inconvenience this may cause.
Thank you for your patience and understanding.
Pixel.gg Support
ME: i didnt use sportbooks
only casino
those doesnt make sense to stand on hold
Frank
• 3d ago
Yes but the withdrawals are temporarily on hold on the whole platform. I will let you know as soon as I will get more information about resuming of withdrawals. Again sorry for the inconvenience
You better ask your questions to the casino, not to us, advertise scammers. Who have already deceived many and continue to deceive, and it is not important for you to ask the administrator of pixel.gg why there are many complaints about them, and not only from you. Scammers protect scammers
Well, with all due respect, this is a forum, not a place where we investigate complaints in kind cooperation with players. I understand you are angry but try to manage that, please.
You have never complained officially, as far as I can see, and also never placed proofs; instead, you are just abusive. I can tell such an approach won't help you achieve anything here.
Are you ready to challenge the casino (not sportsbook)? Kindly do so here: https://casino.guru/complaints/create 👈
My colleagues will gladly help once you behave like a grown person.
"Frank
• 3d ago
This message was deleted
Hi,
Thanks for reaching out. At the moment, we’re experiencing delays with withdrawals due to a number of suspiciously similar winning patterns recently detected in our sports betting section.
Because of this, all affected withdrawals are currently on hold while we investigate the situation further together with our providers. The manual review may take a few days, and we truly apologize for the inconvenience this may cause.
Thank you for your patience and understanding.
Pixel.gg Support
ME: i didnt use sportbooks
only casino
those doesnt make sense to stand on hold
Frank
• 3d ago
Yes but the withdrawals are temporarily on hold on the whole platform. I will let you know as soon as I will get more information about resuming of withdrawals. Again sorry for the inconvenience
It is hard to believe that the support team made an honest mistake, especially since you communicated that quite clearly. I wish I knew what the casino is going to say tomorrow...
Would you eventually consider submitting a complaint against the casino? Technical difficulties can occur on any platform, but I find the current circumstances just unusual.
The way I see it, a proper look won't hurt.
Hola Radka
¡Gracias por su apoyo!
Hoy, el soporte me informó que mi retiro ya se pudo realizar. Lo esperaré hoy y mañana. Incluso si hay un retraso, si pagan, le daré al casino el beneficio de la duda.
Posteriormente, si mis retiros no se han realizado (en realidad son 3, por un total de 2129 USD), presentaré una reclamación y defenderé mis derechos donde sea necesario.
Surely let us know whenever you have any updates about the situation, and we'll be ready to step in if needed.
Hi
Today i received 2 of the 3 withdraws. 488 usd still pending but the major part of the money was sent.
Great that you got it.
Now to wait for the rest. Hopefully, it won't take long. Right?
Keep us informed, of course.
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