0x.bet Casino - La cuenta del jugador está cerrada con fondos faltantes.

Complaint against 0x.bet – Blocked account and missing funds

Hi Casino Guru team,

I’m filing a complaint against 0x.bet. My account was suddenly blocked, and I had a balance of 1,757 USD in it. Since then, the casino hasn’t given me any explanation, and I can only assume the money was confiscated.

I contacted the casino support several times, but they never explain why the account was blocked or what happened with my balance.

I also have emails exchanged with the casino, and I can share them with you if needed to support my case.

What I want is simple:

• A clear explanation of why my account was blocked.
• Clarification of what happened to the 1,757 USD that was in my account.
• A solution to get my money back.

Thanks for your help with this case.

Best regards,

[name hidden by Casino Guru]

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played shortly before your account was blocked? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

Have you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

Please forward me the email conversation between you and the casino regarding your account closure at veronika.f@casino.guru.

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika,

Thank you for your reply.

To clarify your questions:

• I have only played slots (slot machines) in this casino. I have not played live casino games or placed bets on sports.
• At the moment when I reached the winnings, there was indeed a bonus active. However, these winnings were technically achieved with real money, and the bonus was later canceled by me to avoid any issues related to it.
• I did not complete the KYC verification process since the account was suddenly blocked before I could proceed.
• I have not made any withdrawals from this casino up to this point.

As requested, I will forward you the email exchanges I had with the casino regarding my account closure.

I hope this helps clarify the situation, and I truly appreciate your support in resolving this matter.

Best regards,

Tomas

Did you cancel the bonus before you started wagering it? Please request the casino to send you the entire gaming history in Excel format from the moment you activated the bonus up to the moment your account was blocked, at then forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

Hello Veronika,

Thank you for your patience. I want to explain the reason for the delay in replying to your last message.

As you suggested, I requested the casino to send me the entire gaming history in Excel format from the moment I activated the bonus until my account was blocked. However, despite sending them more than three separate emails, the casino has never provided the requested information. Every time, their replies were evasive and avoided sharing the actual gaming history.

Because of this lack of cooperation from the casino, I was unable to forward you the file as requested.

This behavior only reinforces my concern about the way 0x.bet is handling my case, since they are clearly refusing to provide basic and essential information.

Best regards,

Tomas.

Thank you very much, Madaniel, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Madaniel,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 0x.bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 0x.bet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of his funds? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Kubo,

The player’s account was blocked for security reasons after a failed verification attempt. At the moment, the account is active and available for the client to log in.

In order to withdraw funds, the player needs to successfully complete the verification process. We also ask the client to provide a bank statement showing all deposits made in our casino. I assure you that this is absolutely necessary to ensure mutual security.

The player was informed about this a few days ago, but there has been no response so far. We hope for understanding and prompt cooperation in resolving this matter.

Feel free to ask if you need further assistance from our side.

Respectfully,

0x.bet Casino Representative

Dear 0x.bet Casino,

Thank you for your clarification.

Dear Madaniel,

Could you please confirm whether you have received and understood the instructions from the casino regarding how to proceed with resolving your issue? Have you already provided the requested documents?

Thank you for your cooperation.

Hello, dear Kubo and 0x.bet Casino.

Thank you very much for your responses. I confirm that the casino, finally and thanks to the intermediation of GURU Casino, has decided to contact me again. I also confirm that I have regained access to my account and that I have also completed facial verification and sent the document requested by this casino with the transactions (deposits) made, in PDF format as specified by the VIP agent. However, even though I sent these documents, the casino has not yet responded or confirmed that I have met the requirements.

Finally, I want to make it clear that although I was given access to my account again, my winnings do not appear in it, and my account balance is at zero.

GURU Team, I hope to continue counting on your support throughout this process, until 0x.bet Casino completes the payment of my winnings.

Thank you very much!

Sincerely,

Tomas.

Dear Kubo,

Yes, I can confirm that the player has successfully completed the identity verification process.

Additionally, deposit confirmations were provided; however, we cannot accept them. The user was required to provide an unedited, unfiltered, and complete transaction history showing all deposits made to our casino from the first to the most recent. Instead, we received low-quality screenshots of the transactions, manually combined into a PDF file.

Judging by the latest messages we have received, the user does not intend to provide transaction confirmations that meet the required standards. Thus, your help is essential to resolve this complaint.

Feel free to ask if you need any further evidence from our side. 

Respectfully,

0x.bet Casino Representative

Hello, dear Kubo.

I have provided the information requested by the casino. It's true that the images are screenshots compiled into a PDF, as I don't see the need to provide all my financial information just because it's requested. Furthermore, the information provided is real, even though it's screenshots. The casino itself can verify this with both the dates and the transaction ID. I also want to make it clear that the casino has now decided to help me, even though I begged them for this support for over a month and they never, ever gave me a response. It wasn't until the GURU Casino team decided to support me in my case that 0x.bet Casino was able to contact me again.

If the GURU Casino team requests it, I can send the information provided to this casino, so they can review these transactions and verify that I sent the required information initially.

Sincerely,

Tomas.

Dear 0x.bet Casino,

Thank you for your response and for providing additional information regarding this matter.

Dear Madaniel,

Thank you for your active engagement. I’m pleased to hear that your verification process has been successfully completed and that your account has been unblocked.

I completely understand your concerns about sharing financial information. However, please note that online casinos are legally required to conduct thorough checks of customer accounts and related financial transactions in accordance with Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations.

While it may feel unnecessary to provide this information, doing so - in its original, complete, and unedited form - is essential for compliance. I’m sorry if there was any misunderstanding regarding our role in this matter; our aim is to facilitate fair communication, not to alter regulatory requirements or influence the casino’s compliance processes.

If you continue to decline to provide the requested documentation, I’m afraid we will be unable to assist you further in resolving this issue.

Thank you for your understanding, and I look forward to your response.

Hello, dear Kubo.

I've sent the requested documents, which allow me to download my Binance account, which is the wallet I use. Unfortunately, the casino is requesting a PDF statement of both deposits and withdrawals from my account, but this platform doesn't allow this process. I've already informed ox.bet casino about this, but they keep requesting information that I can't provide.

Regards.

Tomas.

Dear Madaniel,

Thank you for bringing this to my attention. Based on the information I found online, Binance provides an option to generate PDF account statements. You can find detailed instructions on how to do this at the following link:

https://www.binance.com/en/support/faq/detail/e12bc83ec9ba4e96a076d2b4a4419182

Could you please try generating the account statements, ensuring that the documents include all your transactions for the relevant period in question?

Please let me know once you’ve managed to obtain them.

Thank you for your cooperation.

Hello, dear Kubo. First of all, I appreciate your help in this matter.

Also, thank you for trying to inform me about how to obtain my Binance transaction history. Although I followed the steps in the link you sent me, unfortunately, this option didn't work because the account statement report provided by Binance is a general summary and doesn't show any of the transactions made during the time period requested by the casino. If you wish and request it, I could share this information with you so you can verify it for yourself. I've also tried to do so through Binance customer support, but nothing has worked.

Likewise, the casino sent me another solution: taking screenshots from my Binance account showing all the transactions made. However, this hasn't been possible either, since the Binance app divides these records into withdrawals only and deposits only.

What I don't understand is what the problem is with the history being separated between withdrawals and deposits. I can easily generate these reports, and they are completely original and created by the same application. The only problem is that this information is separated into two files: one for withdrawals and another for deposits. I could also send these documents to you so you can review them in person and see that all the information requested by the casino appears, but separately.

Honestly, I don't know what other option I have. I apologize, but I did everything I could to find a workable solution for everyone, but this has been very complicated.

Thank you very much, and I hope we can find another solution.

Best regards.

Tomas

Dear 0x.bet Casino,

Thank you for your previous response and for outlining the requirements for the player’s verification process.

We understand and fully respect the need to verify all financial transactions in accordance with AML and KYC regulations. However, in this specific case, the player has provided screenshots of all Binance transactions related to your casino, which he states are authentic and verifiable directly on the Binance platform.

As you may be aware, cryptocurrency exchanges and e-wallets such as Binance often do not provide traditional PDF bank statements, and users are limited to generating transaction records or screenshots within the app. These are standard verification practices across the iGaming industry when it comes to crypto payments.

Could you please clarify:

1. What specific issues or inconsistencies were identified in the documents the player already submitted?
2. Whether your team would be willing to accept a screen recording (video capture) of the player’s Binance wallet clearly showing all relevant transactions to and from 0x.bet, as this is often used as valid verification evidence for crypto-based payments.

This clarification will help us assess whether the player can reasonably comply with your verification procedures and ensure that the case moves forward transparently and fairly.

Thank you for your cooperation and understanding.

Dear Kubo,

We’re not requesting any extraordinary confirmations that are difficult or impossible to obtain or generate. It raises questions as to why the player is having difficulties providing such a common document as a statement that includes both incoming and outgoing transactions. Other players give the requested confirmation from Binance without any issues.

Yes, we will consider a screen recording as valid confirmation, as long as it clearly shows the history of incoming and outgoing transactions, including all deposits made to our casino from the very first one to the most recent. I suggest uploading the screen recording directly here to avoid any misunderstandings. This will allow us to review and discuss whether it meets the requirements.

Respectfully,

0x.bet Casino Representative

Dear 0x.bet Casino,

Thank you for your response and for the clarification.

Dear Madaniel,

As you may have noticed, the casino has confirmed that a screen recording of your Binance wallet showing the relevant transactions, along with your profile to verify that the wallet belongs to you, will be sufficient for them to proceed with the verification.

You should be able to attach a short video directly within this complaint thread. However. if you encounter any difficulties uploading it here, please feel free to send the recording to my email at jakub.m@casino.guru, as well as to the casino’s official support address at support@0x.bet, or through whichever communication channel you have been using with the casino.

Thank you.

Dear Madaniel,

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.

Hello dear Kubo, I apologize for the delay in my response.

On November 11th, I sent a document provided to me by Binance, where they kindly generated a single file containing my withdrawal and deposit records. As I mentioned, this was sent to the 0x.Bet case, but despite my repeated requests for an update, I haven't received a satisfactory response. I've only received excuses, such as them not having received a reply from the relevant department.

Therefore, I've decided to share this email with you, informing them of the situation and attaching the requested document for your review and appropriate action.

Again, I greatly appreciate your support and assistance with this matter.

Regards,

Tomas

Dear Madaniel,

Thank you for your message and for providing the document.

Dear 0x.bet Casino,

Could you please confirm that you have received the document? Please let us know whether it is acceptable for verifying the player’s payment method.

Thank you.

Dear Kubo,

The provided statement has been accepted as verification of the payment method. Everything is in order.

However, in accordance with the 0xBet AML and KYC policy, we kindly ask the player to provide proof of the source of the funds used for gaming.

Here is the list of documents that may be accepted:

- The original or a certified copy of the payroll statement (or bonus);

- A letter from the employer confirming the salary, on the company's letterhead;

- A copy of the annual tax declaration.

A bank statement showing salary payments (for at least 3 months) can also be accepted as proof.

Dear 0x.bet Casino,

Thank you for your response.

Dear Madaniel,

Based on the requirements outlined by the casino in their latest message, I kindly ask you to submit the requested documents so that the verification process can be completed and your withdrawal can be processed. Please inform us once you have provided all the necessary documents, so we can continue assisting you.

Thank you for your cooperation.

Dear Madaniel,

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,
Kubo
Casino.Guru