Money X Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

Hello, I saw that there was a 5000₽ free bet at Money-X Casino. I decided to try my luck. I placed a bet, it went through, and when I decided to withdraw, they asked me to make a deposit. I made a deposit, placed a withdrawal, and after about an hour, they asked me to verify my account. I passed the verification process right away. An hour later, the TP rep responded and said that verification was done through third parties, although I did everything myself. Please help!

Здравствуйте увидела что есть фрибет 5000₽ на казино money-x решил попытать удачу,поставила ставку она зашла,решаю выводить попросили сделать депозит, сделала депозит,поставила вывод,прошел +- час кинули верификацию,сразу прошла верификацию,через час мне отвечает тп и говорит верификация сделана с помощью третьих лиц хотя проходила все на себя,прошу помощи !

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.

Dear Olezhka,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings by playing casino games, sports betting, or both?
• Did Casino communicate with you the reason for blocking your account?
• What method did you use to make the withdrawal request? Was it the same payment method you used to deposit into your balance?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

No, I didn't receive my winnings. They say we have the right not to disclose the reason for the ban. Yes, I used the same method.

Нет я не получил свой выигрыш,говорят мы имеем право не говорить причину бана,да использовал тот же способ

Dear Olezhka,

Thank you very much for your clarification.

Could you please confirm whether the casino specifically accused you of completing the verification through a third party, and whether they provided any further explanation or evidence regarding this allegation?

Additionally, could you please provide screenshots of all relevant communication with the casino regarding your verification, withdrawal, and subsequent account closure, particularly any messages concerning the alleged third-party verification?

You may attach the screenshots directly to this complaint thread or send them to karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.

Hello, the correspondence didn't remain at the casino because after I said that verification had been completed from a third party, they immediately blocked the entrance and I couldn't read it anymore. I'm attaching screenshots from the Telegram account, I'll send them to my email.

здравствуйте ,переписка не осталась в казино именно тк после слов что вериф пройден с третьего лица сразу заблокировали вход и прочитать я больше не мог,прилагаю скрины с тп телеграмма,скину скрины на почту

Dear Olezhka,

Thank you very much for your reply.

I would like to clarify one important point regarding the verification process. In your previous message, you stated that you completed the verification yourself and that the casino accused you of completing it through a third party. However, in your latest reply, you mentioned that "after I said that verification had been completed from a third party," your account was blocked.

Could you please clarify whether you personally completed the entire verification process, or whether any third party assisted you with or completed any part of the verification on your behalf?

Thank you very much for your clarification.

Karla M.

I personally went through the verification process.

Я лично прошла процесс верификации

Dear Olezhka,

Thank you very much for your clarification.

Could you please send me the general link to the Money X Casino website where you registered and played?

If you are still able to access the casino's website without logging into your account, please copy the URL directly from your browser and send it to me.

Thank you very much in advance for your cooperation.

Karla M.

Hello Olezhka,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru