Casino XO - O jogador afirma que o seu pagamento foi atrasado.

I won on this Casino last week and I have verified the account. I have spoken to chat and they are telling me that is it going to take 21 days to verify my account. This is unheard of and from the website I was told that it would be instant withdrawals. I would like them to speed up my review process and start my payouts, as they only do 500 Euro per payout, which is very small.

Dear robdoesit42,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear robdoesit42,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear robdoesit42,

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, I had the video call with them and they are still verifying my account. I have done everything they asked and did a LIVE video call. They said they are still reviewing it

Dear robdoesit42, thank you for the information provided. Please keep us updated on any further developments.

Please see attached what they sent to me. I have no idea what they mean or are talking about. they refuse to pay and I believe its because this Casino is not working by terms.

Please advise

Dear robdoesit42, could you please specify the games you played?

Could you please specify the bonus you used?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hello,

I have sent all the information over to you. Please review and let me know.

1. Games I played - I can't login to my account, but I remember playing - BGAMING - LUCKY 8 MERGE UP
2. Bonus used - Welcome Bonus Casino 100%

They are saying I used "stolen" money, I have no idea what they are talking about. I did a 30 mins call with them , they mention nothing on this.

They are trying to not pay me!

Dear robdoesit42, did you use only payment methods that are registered in your name for making deposits and withdrawals?

Have you ever canceled or charged back any deposit made to the casino?

When registering your account, did you provide accurate and verifiable personal information (such as your real name, date of birth, and address)?

Hello,

Yes I did everything, and I had a Live Video call with the Company. How can I have done something wrong?

I used my Crypto Wallet and made a deposit on Trust Wallet. I did nothing wrong and they will give me 0 proof

Thank you very much, robdoesit42, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you robdoesit42 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino XO for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Good day

The player was blocked in accordance with the violation of rule 4.8:

"You may only open a single account at the Website. In all cases, only one account per customer, per household, per address, per shared computer and per shared IP address will be allowed to sign up and make use of the Website. Any other account you open on the Website will be considered as the "Duplicate Account". You are obliged to inform SuperBoss that you want to create a Duplicate account due to the original account access loss or any other important reason and receive a permission from SuperBoss before the Duplicate account is created. In any other cases all Duplicate Accounts may be immediately closed by SuperBoss"

Thank you for the update Casino XO representative. Would it be possible to provide me with evidence of duplicate accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello, Yes I would like to know Who opened up another account for the Same ip address or what happened here?

I don't have another account, nor do I know of anyone that did so in my residence.

Thank You.

Good day

The proof have been sent on email peter.c@casino.guru

Looking forward for CasinoGuru case revision

Hello, Can you share this with me please?

Thank you for providing me with the evidence Casino XO representative.

robdoesit42, The casino has presented evidence indicating the existence of multiple accounts associated with you. Additionally, your failure to fully comply with all requirements during the video verification process has raised significant concerns regarding whether you were, in fact, the sole individual operating the account in question.

As you may be aware, it is a standard that each customer is permitted to operate only one account, registered in their own name, and funded exclusively with their own financial resources. This policy is in place to ensure fairness, integrity, and compliance with both internal and regulatory guidelines.

As your activity constitutes a clear violation of this policy, we consider the actions taken by the casino to be appropriate and justified under the circumstances. Thank you for your understanding.

Kind regards,

Peter