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