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Hi

I am writing to request an investigation regarding the game Mummyland played on the casino platform 0x.bet.

During December 2025 I played Mummyland on 0x.bet and accumulated a balance of approximately €596,000 in my casino wallet. I have attached a screenshot showing this balance.

On 29 December 2025 I submitted a withdrawal request. The casino informed me that the financial department was on holiday and that withdrawals would be processed later.

However, on 1 January 2026 my entire wallet balance was removed. I then received an email from the casino stating that there had been a "game malfunction" and that all winnings dating back to July were being reversed. They also sent a PDF containing a list of wins from the game.

Now I know when there is a bug in the game , the winning will be gone directly and you get an announcement that there is a failure, but not from 6 months.

Now there is nothing there anymore.

Given the significant amount involved and the impact of this situation, I kindly request an official statement from Belatra Games regarding the legitimacy of these actions.

I have attached the screenshot of the wallet balance and the document provided by the casino.

Thank you in advance for your assistance.

Kind regards,

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 MJ1971, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history with the exact time of the incident along with any relevant communication to [email protected]? Have you noticed any irregularities during your game play?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Attila

Here tpu can see how high my wallet was at the moment i made the withdrawals. But these took days for I got an answer. And then on the 1st of januari 2026 all my winnings were taking out off my wallet because there was an bug in the game i played since July 2025 till december 2025. When there was a bug, the provider's bet will be reversed and toh get a message. But this happens directly after the bet an never goes back half an year....

Dear Player, thank you for your messages. Unfortunately, I was unable to locate the game history covering the relevant period. Could you please forward that as well? I suggest requesting the complete game history directly from the casino in Excel format.

Thank you in advance for your reply.

Hello, thank you for explaining this situation in such detail.

We have reviewed your case and wish to clarify that you have previously been in contact with your personal manager regarding this matter. They explained that certain in-game winnings were incorrectly awarded due to a technical problem, after which these have been corrected.

Additionally, a detailed explanation with an overview of the relevant winnings has been shared with you so that you can verify this yourself. Your request for a complete game history has also been forwarded to the relevant team.

This information is currently being followed up, and as soon as there is an update, it will be shared with you.

Yours sincerely,

0xBET Team

Hallo, bedankt dat je deze situatie zo uitgebreid hebt toegelicht.

We hebben je case nagekeken en willen verduidelijken dat je hierover eerder in contact bent geweest met je persoonlijke manager. Vanuit hun kant is uitgelegd dat bepaalde winsten in het spel onjuist zijn toegekend als gevolg van een technisch probleem, waarna deze zijn gecorrigeerd.

Daarnaast is er een gedetailleerde uitleg met een overzicht van de betreffende winsten met je gedeeld, zodat je dit zelf kunt controleren. Ook is je verzoek om een volledige spelgeschiedenis doorgezet naar het relevante team.

Op dit moment wordt deze informatie verder opgevolgd, en zodra er een update is, zal deze met je worden gedeeld.

Met vriendelijke groet,

0xBET Team

Hi 0x.bet

but why is it now not possible to check my game history in my account? Everything has been deleted since this issue. Is there something to be hide at your side? It is very strange that the game provider asked the winnings back from half a year. This will never happen. When there is a problem in the game they will return the bet immediately and you get a message. The server will block the game and resolve the problem. This never happens in this game Mummyland from Belatra and they never send me an message that there was a problem , and not after half a year Your college told me that she had to do this in head of the game provider. But they are not aware of this situation. After I asked again in the chatbox one colleague told me that there were in januari 55x bets of 10000 Euro. At that moment my Wallet was already empty. I asked to clearify and promptly there where 55times -10000 bonus on my account. I do not know who is going into my account to make these changes…This handles about a lot of money, this cannot be a resolved issue. I want this to be read, because I know there is something wrong and I am the victim of something weird. My winnings of €595000 euros are gone!!!

Hi Atilla, I asked for the history, but now they telling me there is an issue with my email adress bit the question goes to the relevant department so we have to wait. In my account I cannot see any history if I put in the date range then there are no bet history as you can see in the screenshot

Dear Atilla,

This is the email I send to the casino and Gameprovider. I did not get any response on the other emails.

i did not get my bet history after asking for it. So this is my next step

Dear Sir/Madam,

I hereby issue a formal and final notice regarding the confiscation of my account balance, totaling approximately €595,000, on your platform (0x.bet), related to the game Mummyland.

Based on your own communication, it has been acknowledged that:

- the issue originated from the game provider (Belatra Games)

- a technical issue caused bets to be duplicated unintentionally

However, your actions in response to this alleged issue are disproportionate, unjustified, and raise serious legal concerns.

I explicitly state the following:

1. All bets were accepted and processed normally within your platform 

2. No error or malfunction warning was displayed during gameplay 

3. My account balance was clearly shown and available for withdrawal 

4. A withdrawal request was submitted prior to any claim of malfunction 

5. My balance was subsequently removed without consent 

6. I was informed that multiple high-value bets (€10,000 each) were placed without my authorization 

The above constitutes a potential breach of:

- fair gaming obligations 

- contractual obligations 

- player protection standards 

Furthermore, the retroactive confiscation of winnings over a period of several months, without transparent and verifiable evidence, is not acceptable under any reasonable regulatory framework.

I therefore formally demand:

- Full restoration and payment of my balance (€595,000), OR 

- Complete and independently verifiable evidence of the alleged malfunction, including:

 - full technical logs 

 - certified statement from Belatra Games 

 - detailed explanation of all affected bets 

 - explanation of unauthorized transactions 

Please be advised that this matter is already being prepared for escalation and formal complaint submission to:

- Curaçao eGaming Licensing Authority 

- Independent dispute platforms (including Casino Guru) 

- Relevant legal channels 

If I do not receive a satisfactory and substantiated response within 7 days, I will proceed without further notice.

All communication, evidence, and inconsistencies have been documented.

Kind regards, 

[Redacted]

Dear Player, thank you for the update.

Dear 0x.bet Casino,

Thank you for your response. In the event that there are any difficulties with the player's email, I kindly request that you send the game history directly to my email at [email protected]. This will allow us to thoroughly assess the situation.

Thank you in advance for your cooperation.

Thanks Atilla✌️💪🏽

Hi Atilla

here the response of Belatra. I am so thankful of their support.

Dear [Redacted],

Thank you for contacting Belatra Games.

Please note that Belatra Games is a software developer and provides gaming content through aggregators. We do not have access to player accounts, do not manage financial transactions, and do not make decisions regarding payouts or confiscation of funds. These matters are the sole responsibility of the casino operator (0x.bet).

Regarding the reference to "technical issues" or "duplicate bets":

Our technical department conducted a thorough audit of game logs for the specified period. We officially confirm that Belatra Games did not record any glitches, errors, or unauthorized duplicate bets. The game operated in strict accordance with the certified mathematical model.

We have already passed this conclusion on to our partner (the aggregator) for further communication to the online casino. We confirm the correctness of your gaming sessions and hope that this situation between you and the operator will be resolved as soon as possible.

Thank you for choosing our games. We appreciate your interest in Belatra Games products.

Sincerely,

Management of Belatra Games.

Website: Belatra Games

https://linkedin.com/company/belatra

Hello MJ1971,

Hello,

Thank you for your message and for sharing the additional details, including your communication with the game provider.

We understand how concerning and frustrating this situation may feel, especially given the information you have received. Please be assured that your case is being carefully handled.

Although the review has already been completed ранее, based on the new details you have provided, we are initiating an additional review to reassess all aspects of the situation in cooperation with the relevant parties.

To ensure transparency and proper communication, we will proceed with sharing the requested information, directly with Attila via the provided email address [email protected]. This will allow you to review the case

We appreciate your cooperation

Kind regards,

0xBET Casino Team

Thank you for your response. Unfortunately, I keep receiving answers that this issue has been resolved and no refunds are being issued. This involves a lot of money, 595000 euros and I won that money legally, according to the game provider and the timeline where your colleague was talking about. As you can read in the email from Belatra there were no problems and they would never ask money back when there was no announcement of the problems Ox.Bet was talking about. Half anyway of winnings gone…. Unbelievable…All bets were accepted and processed normally within your platform

No error or malfunction warning was displayed during gameplay

My account balance was clearly shown and available for withdrawal

A withdrawal request was submitted prior to any claim of malfunction

My balance was subsequently removed without consent

I was informed that multiple high-value bets (€10,000 each) were placed without my authorization

That is why I really feel that I am not being taken seriously by the employees of 0X.BET. Based on all the evidence and documents in my possession, it is abundantly clear that something strange is going on here that looks like me committing fraud as a player.

The casino’s explanation (OX.Bet)contradicts the official statement from the game provider (Belatra Games).

I am filing a complaint regarding the confiscation of approximately €595,000 from my account on 0x.bet.

The casino claims that this balance resulted from a "technical malfunction" in the game Mummyland (provider: Belatra Games).

However, I have received an official written statement from the game provider (Belatra Games) confirming that:

- no glitches occurred 

- no duplicate bets were recorded 

- the game functioned correctly 

This directly contradicts the casino’s explanation.

Timeline:

- I played between July and December 2025 

- On December 29, 2025, my balance reached approximately €595,000 

- I submitted a withdrawal request 

- On January 1, 2026, my balance was reduced to €0 without consent 

Additionally:

- The casino claims that multiple €10,000 bets were placed 

- These bets were NOT authorized or executed by me 

Concerns:

- Confiscation without verifiable evidence 

- Contradicting statements between operator and provider 

- Refusal to provide technical logs 

- Possible unauthorized transactions 

Requested resolution:

- Full restoration and payout of €595,000 

OR 

- Independent proof of the alleged malfunction 

I have attached:

- balance screenshot 

- transaction history 

- communication with casino 

- official statement from Belatra Games 

The casino’s justification is inconsistent and unsupported.

I request a fair resolution of this matter

Hello MJ1971,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Attila, are there already any updates?

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, Stefan ([email protected]). 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

Dear MJ1971,

My name is Stefan, and I will be taking over this complaint moving forward. I am sorry to hear about the issue you are experiencing with the casino and will do my best to assist you.

Dear 0x.bet Casino,

Could you please provide your comments regarding this situation? It appears that the game provider, Belatra, has stated that there were no issues with the player’s gameplay. Do you have any evidence from the game provider that would suggest otherwise?

Thank you in advance for your cooperation and for providing any relevant information.

Dear Stefan,

Thank you for taking over my complaint and for contacting the casino.

I confirm that I have received written confirmation from Belatra Games stating that no glitches, errors, or duplicate bets occurred during my gameplay. I am happy to provide any additional documentation if required.

I appreciate your assistance and look forward to the casino’s response.

Kind regards, 

MJ1971

Dear MJ1971, dear Stefan,

Thank you for your continued engagement with this matter, and for the opportunity to provide further clarification.

We would like to inform you that a formal and detailed response has already been submitted directly to the Casino Guru team on April 8th, addressed to [email protected]. The response includes a comprehensive explanation of the situation, supported by findings from our internal review and verification conducted in cooperation with the relevant technical parties.

To summarize the key points outlined in that communication: following a thorough backend review, a technical malfunction affecting specific game rounds in "Mummyland" was confirmed. This resulted in unintended duplication of win events, which led to incorrectly credited amounts on the player's account. The balance adjustment carried out was a corrective measure in line with our Terms and Conditions, specifically clause 41.3, and was not a confiscation of legitimately won funds.

We understand this outcome is not what the player was hoping for, and we recognize how distressing the situation has been. We remain transparent and committed to a fair process.

We kindly ask Stefan to review the documentation provided and reach out should any further information be required.

Kind regards, 0x.bet Casino Team

Dear Stefan,

Thank you for the update.

I note that the casino repeats its previous position regarding an alleged malfunction. However, this directly contradicts the written confirmation I received from Belatra Games, who stated that no glitches, errors, duplicate bets or irregularities occurred.

Could you please confirm whether the casino has provided independent technical evidence or provider-issued documentation supporting their claim, rather than internal statements only?

Thank you for your continued assistance.

Kind regards, 

MJ1971

Dear 0x.bet Casino,

Thank you for your response and the information provided.

We acknowledge your explanation and the reference to the internal review and technical findings. However, in order to fully assess the situation, we would kindly ask you to provide the official report or statement from the game provider confirming the alleged technical malfunction and the resulting incorrect winnings.

This documentation is essential for our independent review of the case.

I look forward to your response.

Dear Stefan,

Thank you for your continued assistance.

Please note I have now arranged external legal consultation regarding this matter. I remain available to provide any further documentation required for your review.

Kind regards, 

MJ1971

Dear Stefan,

Thank you for your message.

We would like to clarify that the documentation previously shared with both you and Attila already includes the official report and statement provided by the game provider. This report confirms the technical malfunction and the resulting incorrectly credited winnings.

Given this, we would appreciate your guidance on whether any additional specific documentation is required from our side, as we understand that the requested provider confirmation has already been submitted.

Kind regards,

0x.bet Casino Team

Dear 0x.bet Casino,

Thank you for your response and continued cooperation.

Could you please provide us again with the official report from the game provider and send it to my email address [email protected]?

I look forward to your response.

Dear Stefan,

We would like to inform you that the requested report from the game provider was resent to your email on Monday, April 27.

Could you please confirm that you have received it?

Kind regards,

0x.bet Casino Team

Dear Stefan,

Thank you for the update.

I understand the casino has resent a report. Given the direct written confirmation I previously received from Belatra Games stating that no glitches, errors or duplicate payouts occurred, I would greatly appreciate clarification as to whether the newly submitted report is an official provider-issued document.

Thank you again for your assistance.

Kind regards, 

MJ1971

Dear Stefan,

Thank you for your update.

I would like to emphasize that I have already received a direct written confirmation from the game provider, Belatra Games, stating that no technical malfunction, duplicate bets, or irregularities were detected during the relevant period and that the game operated according to its certified mathematical model.

This directly contradicts the casino’s claims.

Given this, I kindly ask you to verify the authenticity and origin of the document that the casino claims to have sent. It is crucial to establish whether this is an official statement from the game provider or an internal interpretation by the casino.

If possible, I would also appreciate confirmation whether the document was indeed sent directly by the provider or via the casino.

Thank you again for your support and assistance in this matter.

Kind regards,

MJ1971

Dear 0x.bet Casino,

Thank you for your email. Could you please confirm whether you have attached the official PDF report from the game provider? This document is necessary to verify whether the winnings resulted from a technical issue.

We kindly ask you to provide the official report so that we can proceed with resolving the case at our earliest convenience.

I look forward to your response.

Dear Stefan,

Thank you for your continued support.

I fully agree that an official PDF report directly issued by the game provider is essential in this case.

As mentioned earlier, I have already received a direct written confirmation from Belatra Games stating that no technical malfunction, duplicate bets, or irregularities occurred during the relevant period.

This makes it even more important to verify whether the document the casino refers to is genuinely issued by the provider or not.

I appreciate your efforts in ensuring that this is independently verified.

Kind regards, 

MJ1971

Dear Stefan,

I would like to provide you with an update regarding my case.

Given the continued lack of a substantive response from the casino and the delay of more than 5 months, I have now formally submitted a complaint to the license holder, Curaçao eGaming.

In this complaint, I have outlined:

- the confiscation of approximately €595,000 in winnings 

- the absence of verifiable evidence supporting a technical malfunction 

- and the direct contradiction with the written confirmation from the game provider, Belatra Games 

I will keep you informed of any developments.

Please let me know if you require any additional documentation from my side to support the review.

Thank you again for your continued assistance.

Kind regards, 

MJ1971

Dear Stefan, dear MJ1971,

Thank you for sharing the screenshots of the communication received from Belatra Games.

We understand the concern caused by the difference between the information provided to the player and the information available to us from the relevant technical parties. We are currently reviewing this discrepancy internally to clarify why the details differ and to ensure the matter is assessed correctly.

Please be assured that we are actively working on this case and will provide an update as soon as we have further clarification.

Kind regards,

0xBET Casino Team

Dear 0x.bet Casino Team,

Thank you for your response.

I appreciate that you are reviewing the discrepancy between your internal findings and the direct confirmation received from the game provider, Belatra Games.

Given the significance of this contradiction, I would kindly ask that this review results in clear and verifiable conclusions.

In particular, I request clarification on the following points:

- whether your findings are based on an official report directly issued by the game provider 

- whether the same dataset and full gameplay period (July–December 2025) have been evaluated 

- and whether you can provide independently verifiable evidence supporting the claim of a technical malfunction 

As previously stated, the winnings were accumulated over several months, and the provider has confirmed that no malfunction or irregularities occurred.

Given that this matter has now been ongoing for more than 5 months, I would also appreciate an indication of the expected timeframe for completing this review.

I look forward to your clarification.

Kind regards, 

MJ1971

Dear Stefan,

Thank you for the update.

I appreciate that the casino now acknowledges the discrepancy between the information I received directly from Belatra Games and the information relied upon internally by the casino.

Given the significance of this contradiction, I kindly ask that the matter continues to be independently reviewed.

Thank you again for your assistance.

Kind regards,

MJ1971

Dear 0x.bet Casino,

Thank you for your response and continued cooperation.

We kindly ask you to provide us with an update on this matter, as well as the official report issued by the game provider. You may send the report directly to my email address at [email protected].

I look forward to your reply.

Dear MJ1971,

Following a repeated review with our platform provider, we can confirm that the issue identified was determined to be a technical malfunction on the platform provider’s side, and not on the game provider’s side.

Based on the findings received during the completed investigation, the relevant gameplay and resulting winnings were deemed invalid in accordance with the applicable Terms and Conditions. Therefore, the previously communicated decision remains final.

Please note that internal reports, provider communications, and technical materials are confidential and cannot be disclosed to third parties.

We regret that this situation occurred and understand the frustration. However, no further review can be conducted on our side, as the technical investigation falls under the platform responsibility.

Kind regards,

0xBET Casino Team

Dear Stefan,

Thank you for the update and for your continued assistance with this matter.

I note that the casino now states that the alleged malfunction originated from the platform provider rather than from Belatra Games directly. However, I remain concerned that no independent technical documentation, audit logs, affected round data, or verifiable evidence has been disclosed to support the invalidation of the entire balance.

Given the significant amount involved and the earlier written confirmation I received from Belatra Games confirming that my gameplay sessions were correct, I would appreciate any further clarification you may be able to obtain regarding the scope of the alleged malfunction and the basis for voiding all winnings.

Thank you again for your support.

Kind regards, 

MJ1971

Dear Stefan,

Thank you for the update and for your continued assistance with this matter.

I note that the casino now states that the alleged malfunction originated from the platform provider rather than from Belatra Games directly. However, I remain concerned that no independent technical documentation, audit logs, affected round data, or verifiable evidence has been disclosed to support the invalidation of the entire balance.

Given the significant amount involved and the earlier written confirmation I received from Belatra Games confirming that my gameplay sessions were correct, I would appreciate any further clarification you may be able to obtain regarding the scope of the alleged malfunction and the basis for voiding all winnings.

Thank you again for your support.

Kind regards, 

MJ1971

Dear Stefan,

Thank you again for your continued assistance with this matter.

I must honestly say that I find it very difficult to accept the casino’s position without independently verifiable evidence being disclosed.

Throughout this process, I have been expected to provide full supporting documentation and proof from my side, including written confirmation from Belatra Games. However, the casino continues to rely on "confidential" technical findings without providing the underlying evidence, audit logs, affected game rounds, or any independently reviewable documentation.

Given the seriousness of the allegations and the significant amount involved, I do not believe it is reasonable for such claims to remain entirely undisclosed while being used to justify the invalidation of the full balance.

I therefore sincerely hope that the alleged technical evidence can be independently reviewed or further clarified as part of your assessment.

Thank you again for your time and support.

Kind regards, 

MJ1971

Dear 0xBET Casino Team,

Thank you for your response.

Your latest explanation materially changes the basis of the dispute, as you now state that the alleged malfunction occurred on the platform provider’s side and not on the game provider’s side.

This is particularly relevant because I have already received written confirmation from Belatra Games confirming that there were no technical issues, no duplicate payouts, no irregular gameplay, and that my bets and resulting gameplay were valid and legitimate during the relevant period.

At present, you are asking me to accept the invalidation of approximately €595,000 in winnings without providing any verifiable technical evidence whatsoever.

Simply referring to "confidential reports" is insufficient, especially considering:

- the gameplay was accepted,

- the winnings were credited to my wallet,

- withdrawals were processed,

- and the balance remained visible before later being removed.

I therefore formally request:

- the exact nature of the alleged malfunction,

- the affected gameplay sessions and timestamps,

- clarification on how my winnings were determined to be invalid,

- the identity of the relevant platform/aggregator involved,

- and confirmation whether an independent third-party audit exists.

As no verifiable evidence has been provided to support your position, I have now instructed a lawyer to review this matter further. My legal representative will assess the case and may formally request disclosure of the relevant technical reports, audit trails, transaction logs, and communications relating to this matter.

If such evidence cannot be disclosed voluntarily, these materials may be requested through ADR, regulatory escalation, and legal proceedings.

Kind regards,

MJ1971

Dear Stefan,

Thank you again for your continued assistance with this matter.

One aspect I continue to struggle with is the fact that for several months the casino consistently maintained that the issue originated from the game provider side and referred repeatedly to a provider-related technical malfunction.

However, following the written confirmation I received from Belatra Games stating that no glitches, duplicate payouts, or gameplay irregularities occurred, the explanation has now shifted entirely toward an alleged malfunction on the platform provider / aggregator side.

What especially concerns me is that Belatra Games previously informed me that their findings had already been communicated to the aggregator for further communication to the casino. Despite this, the casino continued for months to maintain a different position.

Given these circumstances, I find the evolving explanation difficult to reconcile and it naturally raises concerns for me regarding the reliability and consistency of the investigation process.

Thank you again for your time and continued review of this matter.

Kind regards, 

MJ1971

Dear Stefan,

After reviewing the previous responses from the casino again, I would also like to point out that the earlier explanations appeared to describe the alleged malfunction as directly affecting specific "Mummyland" game rounds and resulting in duplicated win events.

Only later, after the written confirmation from Belatra Games stating that no glitches or gameplay irregularities occurred, did the explanation shift toward an alleged malfunction on the platform provider / aggregator side instead.

I understand that complex technical structures may involve multiple parties. However, from my perspective, the explanation provided by the casino has evolved significantly over time, which naturally raises concerns regarding the consistency and reliability of the investigation.

This is especially difficult to reconcile given that Belatra Games indicated that their findings had already been communicated further through the aggregator.

Thank you again for your continued review of this matter.

Kind regards, 

MJ1971

Dear 0x.bet Casino,

Thank you for your response and continued cooperation.

We would kindly ask you to provide us with supporting evidence regarding the matter, as we will not be able to close the complaint in your favour without sufficient documentation or proof.

Thank you for your understanding and cooperation.

I look forward to your response.

Dear Stefan,

Thank you for your continued assistance and for requesting supporting documentation and evidence from the casino.

I truly appreciate your careful review of the matter, especially given the contradictory information that has been presented throughout this process.

Thank you again for your time and support.

Kind regards, 

MJ1971

Dear Stefan, dear MJ1971,

Thank you for your messages.

We would like to clarify the current status of the case. The matter has already been reviewed repeatedly on our side together with the relevant technical parties. Based on the completed investigation, the issue was confirmed as a technical malfunction on the platform provider’s side, which affected the relevant gameplay and led to incorrectly credited winnings.

All available information and supporting materials that can be shared have already been provided to Casino Guru. At this stage, we have exhausted the review options available on our side.

We understand that this is not the outcome the player was hoping for, and we regret the frustration caused by this situation. However, we are not able to provide further comments or additional documentation beyond what has already been shared with Casino Guru.

Kind regards,

0xBET Casino Team

Dear Stefan,

Thank you again for your continued review of this matter.

From my perspective, the core concern remains that despite repeated references to internal investigations and technical findings, no independently verifiable evidence has been disclosed to me which would justify the invalidation of the full disputed balance.

I therefore appreciate your continued assessment as to whether the documentation provided is sufficient to substantiate the casino’s position.

Kind regards, 

MJ1971

Dear Stefan,

Thank you again for your continued assistance and review of this matter.

Given the seriousness of the allegations and the significant amount involved, I would kindly like to ask whether the supporting evidence and documentation allegedly provided by the casino can be disclosed or summarized publicly within the complaint thread.

At this stage, I believe transparency is very important, particularly as I have been asked throughout the process to provide supporting evidence from my side, including written confirmation from Belatra Games.

If full disclosure is not possible due to confidentiality restrictions, I would still greatly appreciate any clarification as to whether the materials provided to Casino Guru contain independently verifiable technical evidence sufficient to substantiate the casino’s position.

Thank you again for your time and assistance.

Kind regards, 

MJ1971

Dear Stefan,

Thank you again for your continued assistance and careful review of this matter.

I would also like to inform you that, given the ongoing dispute and the significant amount involved, I have now sought legal assistance and the matter is currently under legal assessment.

The legal representatives reviewing the case have expressed particular interest in the absence of independently verifiable technical evidence supporting the invalidation of the disputed balance.

I will, of course, continue to cooperate fully with the Casino Guru process and appreciate your continued review of the complaint.

Kind regards, 

MJ1971

Dear Stefan,

I would also like to share an additional screenshot from my earlier communication with the casino dated February 18th.

In this conversation, the explanation provided to me appears different again from the explanations later presented during the complaint process.

At that stage, the casino referred to alleged bets of €10,000 reducing the balance, whereas later explanations focused on duplicated winnings, specific game rounds, and eventually an alleged platform provider malfunction.

I am sharing this only because it further contributes to my concern regarding the consistency of the explanations provided throughout the investigation.

Kind regards, 

MJ1971

Dear Stefan,

I would also like to share another earlier communication from the casino support team, which I received prior to the most recent "platform provider malfunction" explanation.

In this communication, the casino explicitly stated that my case was being reviewed both by the game provider and the platform team.

Given the latest position now presented by the casino, where the alleged issue is described solely as a platform provider malfunction unrelated to the game provider side, I believe this earlier communication is relevant in assessing the consistency of the explanations provided throughout the investigation.

I am therefore sharing it for completeness within the complaint review.

Kind regards, 

MJ1971

Dear 0x.bet Casino,

Thank you for your response and continued cooperation.

After reviewing the materials shared so far, we must inform you that the provided documentation is currently insufficient for us to conclusively assess the matter and close the complaint accordingly.

Could we kindly ask you to provide us with the player’s complete game log/betting history related to the disputed gameplay?

Additionally, we would also like to request an official report from the platform provider, as the game provider has reportedly confirmed that there was no issue on their side. In order for us to properly assess the situation, we require supporting documentation confirming that the malfunction originated from the platform provider.

We look forward to your response and cooperation.

Dear Stefan,

Thank you very much for your continued review and for requesting further supporting documentation and clarification from the casino.

I truly appreciate your careful assessment of the matter, especially regarding the confirmation previously received from Belatra Games and the need for independently verifiable technical evidence.

Thank you again for your continued assistance and professionalism throughout this process.

Kind regards, 

MJ1971

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Stefan, dear 0x.bet Casino Team,

Thank you for the continued review of this matter.

Given the ongoing dispute, the absence of the requested independently verifiable technical evidence, and the lack of response to the most recent documentation requests, I would like to inform you that the matter is now being formally transferred for legal review and representation.

I will continue to cooperate fully with the Casino Guru complaint process and appreciate the continued assessment of the matter.

Kind regards,

MJ1971

Dear Stefan,

I noticed that the response timer has now expired and the complaint status still shows "Waiting for casino to reply".

Could you kindly advise what the next step will be in the complaint process?

To my knowledge, the casino has still not provided the complete game logs, betting history, or the official platform provider report previously requested.

Thank you again for your assistance.

I understand that Casino Guru cannot compel the casino to provide documents or process a payment.

However, given that neither I nor Casino Guru have received the requested game logs, betting history, or platform provider report, would it be fair to conclude that the casino’s position remains unsupported by independently verifiable evidence?

I have now also instructed WH Partners in Malta to review the matter from a legal perspective and will continue pursuing the case through that route.

Thank you again for your time and assistance throughout this process.

Kind regards,

MJ1971

Dear Stefan,

I hope you are well.

I wanted to provide you with a brief update regarding my case.

Following the recent discussion with Jaroslav, I understand that Casino Guru has not received the complete game logs, betting history, or the official platform provider report from 0x.bet despite these documents having been requested.

This is particularly concerning given that the casino’s justification for removing approximately €595,000 from my balance relies entirely on an alleged platform provider malfunction.

For your information, I have now instructed WH Partners in Malta to review the matter and assess possible legal action. I will keep Casino Guru informed of any developments, responses, or evidence that may emerge through that process.

I would also like to thank you personally for your efforts and persistence in requesting the supporting documentation from the casino.

Kind regards,

Mary Jane

Dear MJ1971,

I hope you are doing well.

I understand that this situation is frustrating, and I would like to assure you that we are doing everything we can to get in touch with the casino and obtain the necessary information to properly assess your case.

As soon as we receive a response from the casino, I will inform you immediately. In the meantime, I will extend the timer by an additional seven days to allow the casino more time to provide the requested evidence and documentation.

Thank you for your patience and understanding.

Dear Stefan,

I wanted to provide you with an update regarding WH Partners.

WH Partners have informed me that they will not be acting on my behalf. However, they specifically confirmed that their decision is not a reflection of the merits of my claim. They stated that the decision was made solely because I am currently unable to fund the legal services required.

I thought this information may be relevant to the case record.

Dear Stefan, dear MJ1971,

Thank you for your patience.

The case is currently under review by the relevant departments. We will provide an update as soon as additional information becomes available.

Thank you for your understanding.

Kind regards,

0xBET Casino Team

Dear 0x.bet Casino,

I hope this message finds you well.

Unfortunately, we must set a deadline of one week for the submission of the requested information and supporting documentation.

Should the requested evidence not be provided within this timeframe, we will be compelled to insist that the player's legitimate winnings be paid in full. Otherwise, the complaint will be closed as Unresolved, which may negatively affect your safety index on our website.

We hope that a mutually satisfactory resolution can be reached and look forward to your cooperation.

I look forward to your response.

An additional concern is that 0x.bet has provided different explanations over time regarding the reason for confiscating my balance.

In a public Trustpilot response dated March 3, 2026, 0x.bet stated that the issue was caused by a "technical error at the game provider" and referred to "system corrections" resulting from that error.

However, in later communications, the explanation changed to an alleged platform provider malfunction.

At the same time, the game provider Belatra indicated that no game malfunction or unauthorized winnings were identified during the relevant period.

Despite repeated requests, 0x.bet has not provided the underlying technical reports or evidence that would allow these conflicting explanations to be independently verified.

I am therefore still requesting transparency and disclosure of the technical evidence relied upon to confiscate my balance.

Thank you for your response.

There is another important inconsistency that has never been addressed.

On 3 March, 0x.bet publicly stated on Trustpilot that the issue was caused by the game provider. Later, they changed their explanation and claimed it was a platform malfunction. These are two different explanations, and no evidence has ever been provided to support either one.

Furthermore, even if there had been an error that resulted in my winnings being higher than they should have been, it does not automatically justify confiscating 100% of my balance.

If the casino believes that only part of the winnings was affected, then why was my entire balance of approximately €595,000 removed? Why was no calculation provided showing what the correct balance should have been?

These are reasonable questions that still remain unanswered after more than seven months. I hope Casino Guru will continue requesting the technical evidence and an explanation of how the casino calculated my final balance.

Dear MJ1971,

We would like to inform you that your case is currently under review. We will get back to you with an update as soon as we have further information.

Dear Stefan,

We kindly ask you to extend the response deadline to allow the casino team sufficient time to thoroughly review this case.

Thank you for your understanding and patience.

Kind regards,

0xBET Casino Team

Dear 0x.bet,

Thank you for your response.

However, my case has now been under review for almost seven months. During this time I have received several different explanations, but still no technical evidence.

First, you blamed the game provider. After Belatra confirmed in writing that there were no game errors or duplicate wins, your explanation changed to a platform provider malfunction.

A few days after my balance was removed, one of your support agents told me that I had allegedly placed 55 bets of €10,000 each. This is simply impossible. I was playing Mummyland, where the maximum bet is around €50, not €10,000.

And how can I’ve been playing when there was no money in my wallet.

This was yet another explanation that contradicts the previous ones.

I have retained screenshots, chat conversations, emails and all correspondence documenting these inconsistent statements.

I respectfully ask you to provide the technical evidence requested by Casino Guru within the deadline set by Stefan. If you cannot provide objective evidence supporting the confiscation of my winnings, I expect my legitimate winnings to be transferred to my bank account without any further delay. As I have already stated, I am willing to discuss payment in instalments if necessary.

Kind regards,

MJ1971

Thank you for your response.

Your reply raises an important contradiction.

On Trustpilot, you state that my case has already been internally reviewed and that your previous decision remains final.

However, on Casino Guru you recently informed both Stefan and me that my case is still under review and even requested an extension of the deadline because you need more time to investigate it.

These two statements cannot both be correct.

In addition, over the past months I have received several different explanations:

first the game provider was blamed;

later it became a platform provider issue;

a support agent claimed I had placed 55 bets of €10,000, which is impossible because I was playing Mummyland, where the maximum bet is approximately €50.

I have retained documentation of all these contradictory statements.

I therefore request that you either provide the objective technical evidence requested by Casino Guru or transfer the legitimate winnings that rightfully belong to me to my verified bank account.

I look forward to your substantive response.

Dear Stefan,

Thank you for your continued efforts and for giving 0x.bet another opportunity to provide evidence.

I would also like to draw your attention to their latest response on Trustpilot. They now claim they cannot identify my account and therefore cannot investigate my case. This is difficult to understand, as my account has been fully verified for months and they have been communicating with me by email, live chat, and through this Casino Guru complaint regarding this exact account.

Over the past months I have received several different explanations:

a technical malfunction;

alleged duplicated winnings;

a claim that 55 bets of €10,000 were placed, which is impossible while playing Mummyland;

and now that they cannot identify my account.

I have retained all emails, live chat conversations and screenshots documenting these statements.

I respectfully ask that 0x.bet provide the technical evidence that has repeatedly been requested instead of offering new and contradictory explanations. If they cannot substantiate their claims with verifiable evidence, I kindly ask that my legitimate winnings be paid.

Thank you again for your time and impartial handling of this complaint.

Dear 0x.bet Casino,

We have decided to extend the response timer by an additional seven days.

We kindly ask you to provide the requested evidence within this timeframe so that we can continue reviewing the complaint. Please note that if the requested documentation is not provided, we will proceed based on the information currently available.

I look forward to your response.

Dear Stefan,

I would like to inform you of another concerning development regarding my complaint against 0x.bet.

Today, I contacted their live chat again. First, they stated that the review has already been completed and the decision is final. However, when I pointed out that for months I had been told the case was still under review and that I should wait for updates, they refused to explain the contradiction.

Instead, they instructed me to contact the relevant department by email, despite the fact that I have already sent numerous emails over the past 8 months without receiving a proper resolution.

This is exactly the pattern I have been reporting throughout this complaint:

I am repeatedly told to wait.

I am redirected between live chat and email.

Different representatives provide contradictory information.

No evidence or substantive explanation has ever been provided to justify the removal of my balance of €595,000.

These latest responses further demonstrate the inconsistent handling of my case.

Could you please add this information to my complaint? I also kindly ask whether 0x.bet has finally provided Casino Guru with any evidence supporting their decision, or whether they continue to rely solely on unverified statements.

Thank you for your continued assistance.

Dear 0x.bet Support,

I am writing once again regarding my unresolved case.

Today, your live chat informed me that "the review has already been completed and the decision is final." However, for the past 8 months, I have repeatedly been told that my case was still under review, that I should wait for updates, or that I would receive an email from the relevant department.

These statements clearly contradict each other.

Furthermore, your live chat has now instructed me to contact the relevant department by email, despite the fact that I have already sent numerous emails over the past eight months without receiving a substantive response or any evidence supporting your decision.

I therefore formally request the following:

Confirmation of the exact date on which the review was allegedly completed.

An explanation as to why I was repeatedly informed that my case was still under review if the decision had already been finalized.

The complete technical and legal basis for removing my balance of €595,000.

All reports, logs, or evidence relied upon in reaching your decision, including any reports received from your platform provider.

Confirmation of the legal entity responsible for this decision.

To date, I have received no evidence supporting the removal of my balance, while Belatra Games has confirmed that no game malfunction or duplicate win events occurred. Despite this, my balance was removed without any transparent explanation.

If you maintain that your decision is final, I request that you provide your final written decision together with all supporting evidence. If you refuse to do so, I will consider this a refusal to substantiate your position and will include today’s correspondence in my ongoing legal and regulatory complaints.

I expect your substantive written response without further delay.

Kind regards,

Mary Jane Reesing

Dear Stefan,

Thank you for your continued efforts in handling my complaint.

After almost eight months of waiting and receiving multiple contradictory explanations from the casino, my main priority is finally reaching a fair resolution.

Although I continue to believe I am entitled to the full amount of my winnings, I am willing to discuss a reasonable settlement if it helps resolve this matter without further delay.

I sincerely hope 0x.bet will now cooperate and engage in meaningful discussions instead of requesting more time without providing evidence.

Thank you again for your support and dedication.

Kind regards,

Mary Jane

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Stefan,

Thank you again for your continued efforts.

I see that the final deadline is now almost over. After nearly eight months, I sincerely hope 0x.bet will finally provide a clear and evidence-based response.

Throughout this case they have provided several different explanations via live chat, email, Trustpilot and Casino Guru, yet they have never supplied the technical report or supporting evidence that has repeatedly been requested.

If the casino fails to respond within this final deadline, I kindly ask you to conclude the complaint based on the evidence currently available.

Thank you again for your professionalism and dedication throughout this process

Dear MJ1971,

I hope this message finds you well.

We have contacted the casino representative outside of the complaint thread and have been informed that they expect to provide a response today.

Therefore, I will extend the timer by an additional 24 hours to allow the casino to reply in the complaint thread.

Thank you for your patience.

Dear Stefan,

Thank you for your update and for contacting the casino representative directly.

I truly appreciate your continued efforts and I am willing to wait for this final 24-hour extension.

However, after nearly eight months of contradictory explanations, delays, and repeated requests for evidence, I sincerely hope that this time the casino will provide something meaningful. Ideally, I hope they will finally come forward with a genuine money proposal to resolve this dispute, whether by providing the requested technical evidence or by presenting a fair financial settlement.

Throughout this case they have repeatedly referred to technical malfunctions, duplicate bets and platform issues, yet they have never produced the technical report or any verifiable evidence requested by both you and me.

If the casino once again fails to provide evidence or any constructive proposal to resolve this matter, I kindly ask that this be taken into account when reaching your final conclusion.

Thank you again for your professionalism, patience and persistence throughout this exceptionally long process.

Kind regards,

Mary Jane Reesing

Dear MJ1971, dear Stefan,

Thank you for allowing us additional time to provide a response.

We would like to assure you that the relevant team is actively working on the case, and we will provide you with an update as soon as possible.

We understand that this process has taken longer than expected, and we truly appreciate your patience and understanding throughout this process.

Kind regards,

0xBET Casino Team

Dear 0x.bet and Stefan,

I cannot consider this to be the response that was expected within the additional 24-hour deadline.

Once again, 0x.bet has not answered a single substantive question. They have provided no technical report, no evidence, no explanation regarding the contradiction with Belatra’s written confirmation, no timeline, and no proposal to resolve this dispute.

After almost eight months, another message stating that they are "still working on the case" is simply not an answer.

I respectfully ask that this not be treated as compliance with the deadline. The casino has still failed to address the substance of this complaint.

If they are unable to provide evidence supporting their decision to remove my balance of approximately €595,000, I kindly ask that this be taken into account when evaluating this case.

I remain willing to discuss an amicable settlement should the casino finally decide to engage constructively.

Kind regards,

Mary Jane Reesing

Dear MJ1971,

Thank you for your response.

As we have not received any relevant evidence or meaningful update from the casino for over three months, we have no other option but to close this complaint as unresolved.

I understand that this is not the outcome you were hoping for. However, unresolved complaints negatively affect the casino's rating, which may encourage it to cooperate and resolve the issue in the future.

If the casino decides to provide the requested evidence, we will gladly reopen the complaint, and you will be notified by email.

Kind regards,

Stefan

Casino.Guru