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Hello. I registered an account, made a deposit of $200, and received a welcome bonus. I fulfilled all the requirements. After that, I successfully passed the account verification through the website and made a withdrawal. However, some time later, the withdrawal was cancelled, and I lost access to my account. I received a message stating that I needed to undergo additional verification. I submitted all the requested documents, but after six days, I received a response that my account was permanently closed and my funds were confiscated.

I don’t understand what rule I violated, as I received no explanation. Could you possibly contact them and help me resolve this issue?

Dear smith5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When did you create your account, and when was it closed?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

I used casino games and sports betting.

I created my account on Mon, Jan 20, at 2:41 AM (9 days ago).

On Thu, Jan 23, at 12:02 PM (6 days ago), after successfully passing verification through the website, access to my account was lost.

After additional verification on Tue, Jan 28, at 1:00 PM (13 hours ago), my account was permanently closed.

Thank you very much for your reply, smith5. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello. I sent all the screenshots of my conversation with X Bet Casino via email

Thank you very much, smith5, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you for your support. I hope you will help me resolve my issue. I also sent the screenshots to branislav.b@casino.guru.

Hello, smith5,

Thank you for your email and the attached screenshots.

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, considering some of the questions you got from the casino - is there a chance that any of your documents (photos) could have been used in the past with a different casino account or somehow linked to another user?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Xbet Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear smith5,

Thank you for the additional information. I am already in contact with the casino representative, waiting for the requested details/evidence.

In the meantime, can you please forward all the documents you provided upon the verification process to my email (branislav.b@casino.guru)?

Thank you.

Hello. I have sent you all the documents that Xbet Casino requested throughout the entire verification process of my identity. Thank you for continuing to investigate and help resolve my issue. I hope you will resolve this matter. The photos are in attached files

I received a message from Xbet yesterday stating that my documents had been verified and that I could make a withdrawal. However, I still can’t log into my account. I contacted them via chat, and they are still saying that my account is blocked. I don’t understand what’s going on.

Dear smith5,

Thank you for your emails and the provided documents.

I am still in contact with the casino outside the thread, where I am currently waiting for additional information and details regarding the matter.

Therefore, now I am setting the timer for the casino. For some unknown reason, they do not reply directly here but only outside the thread. So, as soon as I have any relevant details or updates, I will inform you.

Thank you for your patience and understanding.

Thank you for staying in touch and assisting in resolving this matter. I hope for a positive outcome.

Dear smith5,

Unfortunately, although I was in contact with the casino representative outside the thread, I was unable to get sufficient explanation/details or relevant evidence for the casino's claims and decision. Therefore, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

Since there is no authority or ADR you could turn to, I cannot provide you with any instructions on how to proceed further, and we should only wait until the casino changes its approach and provides us with relevant details and supporting evidence or reconsider its decision.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime. However, we will require its full cooperation and sufficient details/evidence.

Best regards,

Branislav, Casino.Guru