0x.bet Casino - El acceso del jugador a los retiros está restringido.

Hello,

Yesterday I registered at 0xbet casino. I made two deposits and won a total of €1601.30. As expected, my details should be verified, but even so, I can't make a withdrawal. I've verified the deposit method, and the message I see is: "You have completed your first payment and unlocked withdrawals."

I tried to make a withdrawal and received an email saying it was cancelled because I need to send my ID and proof of address with a bill. I did so and haven't received a response.

I've also contacted them twice via online chat, and they tell me I need to send documentation to verify my identity and address. I can't access the KYC verification option in my profile, and supposedly they've handled it with the relevant department, but no one is giving me an answer.

The problem is that I tried to access the withdrawals section as I did before, but now my access is restricted, preventing me from making withdrawals. Previously, I could access it even without submitting the required documentation. I can still access it to make deposits, but when I try to withdraw, a purple bar appears, indicating that the withdrawals window is not open.

It seems like they don't want me to withdraw my winnings, and that's completely illegal. I have screenshots of everything. I've attached some to prove it, including screenshots of the online chat conversation with customer service, so they'll let me withdraw MY MONEY.

I expect a solution and a response.

Thank you.

Hola,

Ayer me registré en casino 0xbet, el caso es que realicé dos depósitos y gané una cantidad total de 1601,30€. Como es lógico se deben verificar los datos pero incluso así no me dejan hacer la retirada. He verificado el método de depósito y aparece el mensaje de: "Completó su primer pago y desbloqueó los retiros".

Intenté hacer la retirada y me enviaron un correo diciendo que se había cancelado porqué debo enviar mi DNI y verificación de mi dirección con una factura. Lo hago y no obtengo respuesta.

Igualmente he contactado 2 veces con ellos a través del chat online y me comentan que debo enviar la documentación para verificar mi identidad y mi dirección. En mi perfil no puedo entrar en la opción verificar con KYC y en teoría me lo han gestionado ellos con el departamento correspondiente y nadie me da respuesta.

El caso es que he intentado entrar en el apartado retiradas como hice anteriormente y ahora se me ha limitado el acceso para que no retire cuando antes aún sin enviar la documentación podía entrar. Para depositar si que puedo entrar pero si lo doy a retirar me aparece una franja lila como sin abrir la ventana de retiradas.

Parece como si quisieran que no retirara las ganancias y eso es totalmente ilegal. Tengo capturas de pantalla de todo. Adjunto algunos para demostrarlo con capturas de pantalla de la conversación por el chat online de atención al cliente y que me dejen realizar el retiro de MI DINERO.

Espero solución y respuesta.

Gracias.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Attila

Hello again,

My documents have already been verified. The problem I'm having now is that they're canceling my withdrawals because they say my withdrawal limit is €500, when their withdrawal policy states the limit is €1,000.

I have attached screenshots of the email received and of their withdrawal policy.

greetings.

Hola de nuevo,

ya me han verificado la documentación. El problema que estoy teniendo ahora es que me cancelan las retiradas porqué dicen que el límite para retirar que tengo es de 500€ cuando en su política de retiradas pone que el límite son 1.000€.

Adjunto capturas de pantalla del email recibido y de su política de retiradas.

saludos.

Hello, thank you for sharing the details of your case.

We have reviewed your situation and can confirm that your account has already been successfully verified, so no further action is required in that regard.

Regarding withdrawals, some of your previous attempts may have been canceled due to applicable limits. We see that you have already submitted a withdrawal request, and the remaining balance can also be processed according to the established conditions.

Please note that withdrawal processing can take up to 96 hours, so we ask for your patience while the process is completed.

If you need further assistance, we'd be happy to help.

Kind regards,

0xBET Team

Hola, gracias por compartir los detalles de tu caso.

Hemos revisado tu situación y podemos confirmar que tu cuenta ya ha sido verificada correctamente, por lo que no se requieren más acciones en ese aspecto.

En cuanto a los retiros, algunos de tus intentos anteriores pudieron haber sido cancelados debido a los límites aplicables. Vemos que ya has realizado una solicitud de retiro, y el resto del saldo también podrá gestionarse conforme a las condiciones establecidas.

Ten en cuenta que el procesamiento de los retiros puede tardar hasta 96 horas, por lo que te pedimos un poco de paciencia mientras se completa el proceso.

Si necesitas más ayuda, estaremos encantados de asistirte.

Kind regards,

0xBET Team

Hello 0xbet casino,

What are the applicable limits? I've tried contacting your platform's customer support to find out the reasons for the internal decision to set a withdrawal limit on my account, which is higher than the one stated in the general terms and conditions, as I attached to my previous message (it's €1,000 for withdrawals with VISA and MasterCard), but they haven't given me any explanation. Therefore, I don't understand how this is being handled.

Regarding the withdrawal I have in progress, I hope that it will be completed by Friday the 20th at the latest, as those 96 hours will have passed, allowing me to make another withdrawal from my pending balance.

I think the processing times at your casino are outrageous. You don't require such long deposit times or any verification (which is clearly in your best interest). But when it comes to withdrawing winnings, everything changes, and that's when you extend the processing times as much as possible.

greetings.

Hola casino 0xbet,

límites aplicables? He intentado hablar con atención al cliente de vuestra plataforma para saber los motivos de la decisión interna de poner en mi cuenta un límite de retirada al que pone en las condiciones generales tal y como he adjuntado en el anterior mensaje (siendo de 1.000€ en retiradas con VISA y MasterCard) y no me han dicho los motivos. De ahí que no entienda la manera de proceder.

Respecto a la retirada que tengo en curso espero que como muy tarde el viernes día 20 se realice ya que habrán pasado esas 96h y así poder retirar una nueva retirada del saldo que tengo pendiente.

Me parecen una barbaridad los plazos que tenéis en vuestro casino ya que para depositar no ponéis plazos tan largos ni pedís verificación de nada (algo que os interesa). Cuando se trata de retirar ganancias ahí todo cambia y es cuando alargáis los tiempos lo máximo posible.

saludos.

Hello again,

I made the withdrawal on Monday the 16th. I hope it goes through today so I can withdraw some of my money again, as the 96 hours mentioned by the casino will have passed.

I await a resolution.

Greetings.

Hola de nuevo,

La retirada la realicé el lunes día 16. Espero que hoy se haga efectiva para poder volver a retirar parte de mi dinero ya que habrán pasado las 96h que comenta el casino.

Espero resolución.

Saludos.

Good night,

I made the withdrawal on Monday the 16th at 7:44 PM and it's now the 20th and almost 9:00 PM. The 96 hours that should pass at most for confirmation by the cashier have already passed and it still appears as pending in the status.

I've attached an image and I expect and demand a solution so I can receive this money and that there won't be such a long delay in future withdrawals.

I await a response and a solution.

greetings.

Buenas noches,

realicé la retirada el lunes 16 a las 19:44h y estamos a día 20 y son casi las 21:00h. Ya hn pasado las 96h que como máximo deben pasar para confirmarla por parte del casi y aún aparece como pendiente en el estado.

Adjunto imagen y espero y exijo solución para recibir este dinero y que no se retrase tanto en las siguientes retiradas para recibir mi dinero.

espero respuesta y solución.

saludos.

Dear Player,

Could you please update us on the current status of your withdrawal?

Additionally, could you please confirm how much do you currently need to withdraw in total?

Thank you in advance for your response.

Dear aleixdhez,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru