0x.bet Casino - プレイヤーの引き出しが遅れ、未払いとなります。

Dear Casino Guru Team.

I am submitting this complaint against 0x.bet due to the non-approval and non-payment of my withdrawals totaling $8,092 USD.

From the very beginning of the withdrawal process, the casino has continuously delayed the payment by requesting additional documentation in multiple stages. First, they requested full account verification (KYC). After I complied, they requested detailed withdrawal history. Then they asked for deposit history. Finally, they demanded both deposit and withdrawal records combined in a single document from my Binance cryptocurrency account.

I have fully complied with every request and provided all documents exactly as requested. Despite this, my withdrawals remain unpaid, and no legitimate explanation has been provided.

It strongly appears that the casino is intentionally prolonging the process to avoid paying the winnings.

For clarity:

• I played only slot games.
• The winnings were obtained using real money deposits.
• I did not use bonus funds to generate these winnings.
• To the best of my knowledge, I have not violated any of the casino’s Terms and Conditions.

There has been no clear communication regarding any alleged breach. If there were any supposed violation, it should have been clearly specified. Instead, the casino has simply continued requesting documents and delaying the process.

Additionally, for the past five days, every time I contact live support, I receive the same generic response: that the issue will be resolved soon. However, nothing changes and no concrete timeframe is provided.

This pattern of behavior raises serious concerns about transparency and fair treatment. The repeated documentation requests, followed by continued silence and lack of payment, suggest bad faith handling of my case.

I respectfully request Casino Guru’s assistance in:

1. Obtaining a clear explanation from 0x.bet regarding the reason for withholding my withdrawals.
2. Ensuring that my total winnings of $8,092 USD are paid without further unjustified delay.
3. Verifying whether the casino’s actions are consistent with fair gaming standards and their own published Terms and Conditions.

I appreciate your intervention in this matter.

Sincerely,

[Redacted]

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 Faran, 

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

Dear Attila,

Thank you for your response.

I would like to clarify that the issue is not the existence of the KYC process itself. I fully understand that verification is necessary and that licensed casinos must ensure funds are paid to the rightful owner. I have no objection to reasonable compliance procedures.

The real issue is the excessive delay and the constant, repeated requests for documents — in some cases, documents that were already provided — which have significantly prolonged the process beyond what can reasonably be considered a standard verification timeframe.

To be precise, the following documents have already been submitted to the casino:

• Proof of all deposits made into the casino
• Verification confirming that the crypto account belongs fully to me
• Statement of all withdrawals made from my crypto account during the last three months
• Statement of all deposits made from my crypto account during the last three months
• Complete transaction statement (both incoming and outgoing transactions) for the last three months

All documents were provided promptly, in the requested format, and within the timeframes specified by the casino.

Despite full cooperation and compliance on my part, the casino continues to prolong the process, and in several instances, additional documentation has been requested after prior submissions had already covered the same information. Each new request resets the timeline and extends the delay even further.

This is no longer a simple KYC process taking a few working days. It has become a repetitive and prolonged verification cycle without clear justification or defined completion timeline.

I respectfully ask Casino Guru to assess whether the scope and duration of the requested documentation remain proportionate and reasonable under fair gaming and standard KYC practices.

I remain fully cooperative and willing to comply with legitimate requests, but the process must also adhere to reasonable timelines and transparent standards.

Thank you for your assistance.

Kind regards,

[Redacted]

Thank you for your response. In order for us to properly assess the issue, please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support regarding the verification process. You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hello dear Attila,

I have forwarded all the emails I've exchanged with this casino, as you requested. I hope these will help you better understand the problem I'm experiencing.

I want to clarify that I have complied with all the requests made by this casino. Furthermore, I want to make it clear that there has been no progress in this case, and all they do is keep asking for more and more information. This seems more like a delaying tactic.

Thank you in advance for your help.

Regards.

[Redacted]

Dear Faran,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Faran,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and just to confirm, can you please provide your response to this email inquiry by the casino team?

You can share it with me privately at michal.k@casino.guru if you prefer.

Dear Faran,

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,
Michal
Casino.Guru