Hello,

the casino has been blocking payouts for almost 4 weeks. They are saying they are "updating" their "payment system" which is obviously a lie as they said the same thing to another customer who submitted a complaint on this platform and who has not been paid according to the thread. In the meantime they went over to kick me out of the live chat and block my IP for entering the live chat whenever I ask a question about payouts.

Also, there is an error message in the withdrawal section which is permanently displayed and says: "You CANNOT PROCESS WHILE you have a PENDING WITHDRAWAL REQUEST." The truth is, I don't have a pending withdrawal request. My last withdrawal request from Jan 6 had been successfully processed and I received the money a few minutes later (1,500 EUR via Ecopayz). Yet, this withdrawal has still the status "Accept & Wait" in the transaction history.

A few days ago I tried to withdraw my funds by using another payment method called Jeton. Both withdrawal requests via Jeton have been rejected, and now the above-mentioned error message is displayed for Jeton as well.

Some additional details:

• My account is successfully verified.
• I already received two withdrawals (2,000 EUR & 1.500 EUR). Both withdrawals have been processed within minutes.
• The payment method I used for deposits so far: Ecopayz & Jeton
• The payment method I used for withdrawals so far: Ecopayz

I hope you can help me to resolve this issue.

Thank you very much.

Bastian

Dear Bastian,

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. Have you been advised by the casino to use any alternative payment method to withdraw your winnings or about a time frame when the issue with their payment system would be fixed? From our experience, this shouldn’t take more than one day, therefore, 4 weeks seem to be awfully exaggerated.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

"Have you been advised by the casino to use any alternative payment method to withdraw your winnings or about a time frame when the issue with their payment system would be fixed?"

No, unfortunately not. They only say that there is an "update" on their "payment system" and "please wait". That's their generic default reply.

I also want to add that I sent multiple emails but did not receive an answer so far. I also used their ticket support system but didn't receive an answer there either.

Update: I contacted the company behind BetXLarge, the XLarge Software B.V., via Skype. They advised me to send an email to [email protected]

I'll keep you posted.

Thank you very much, Bastian, for the update. I will be waiting for your reply patiently.

Update: When I logged into my account today, I noticed that the withdrawal page has been re-opened for withdrawal requests. The error message: "You CANNOT PROCESS WHILE you have a PENDING WITHDRAWAL REQUEST" has disappeared. But, what I also noticed was that my balance was zero! First I thought there is a chance that they could have processed one of my last withdrawal requests that had been rejected before. Unfortunately that was not the case. I looked into my betting history and noticed that, this morning, 9 bets had been placed in-play on random football and tennis matches.

BetXLarge placed fake bets until my balance reached zero!

I tried to contact the live chat immediately, but the same problem as described in my opening post occurred again: Whenever I enter the live chat and ask a question, the chat window suddenly closes.

I've already tried to contact them via multiple channels prior to this incident, e.g.:

• internal ticket system (tickets created on Jan 15, Jan 18, Jan 28 ) -> no reply
• WhatsApp +90 545 130 0007 (Jan 28 ) -> no reply
• several emails to [email protected] (sent on Jan 15, Jan 18, Jan 28, Feb 2) -> no reply
• email to [email protected] (sent on Feb 3) -> no reply
• email to [email protected] (sent on Feb 3) -> no reply
• Skype via [email protected] -> only one answer where they told me to send an email to [email protected]

So obviously they went over from blocking me from withdrawals to confiscating my remaining funds by placing fake bets and stop any communication with me.

I hope this is a warning to any other player. Stay away from this site. You could be their next victim.

Link Screenshot Bet history: https://i.imgur.com/vuN1suU.png

Thank you very much, Bastian, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

We will now try to contact the casino and let them know about your issue.

Unfortunately, we haven't receive any answer from the casino yet. Please note, if they won't respond within the next 7 days, the complaint will be closed as unresolved, which could lead to casino's rating deduction and other player's will be able to read about your negative experience.

This is probably going to be my last update.

Unfortunately I was not able to resolve the issue. The casino was not very cooperative. They only replied once and told me that they could not see "anything unusual" in my account history and that the security of my account would be my sole responsibility, although they sent me the IP log of my account which clearly shows that a Swedish IPv6 was logged into my account at the time my money was gambled away (see attachment). The funny thing about it is, I do not even have an IPv6 but an IPv4.

Also, there are more anomalies.

What I didn't see at the first glance was that they didn't only place 9 sports bets but also 83 (!) slots and casino bets, although I never placed a bet on slots before.

To sum up:

• 83 casino/slots bets have been placed within a very short period of time, while there was not one slots bet placed in my account before.

• 9 in-play bets have been placed in a row within a very short period of time, while only 4 of the 52 bets that had been placed in my account before were in-play bets.

• The 9 in-play bets were of the kind "next goal", "BTS 1st half", "BTS 2nd half", "HT win", one bet on Basketball and one on Tennis. 0 of the 52 bets that had been placed before were of that kind. There was not one bet either on Basketball or Tennis before. It was 100% soccer.

• The log-in time. I never logged into my account in the morning. I don't get up before 12-1 pm on any day and I have someone who could testify.

• The IP, see above.

• Last but not least: Coincidentally, my money was gambled away on the same day the withdrawal option was unlocked after a 4-week phase of "updates". Prior to this incident, I filed this complaint at Casino Guru because they didn't let me withdraw my funds.

It's cynical when BetXLarge says there is nothing "unusal" going on with my account.

I can assure that no one beside me had access to my account. My password was absolutely safe. It contained 10 characters, upper cases, lower cases, numbers and special characters. This password was used only for BetXLarge. No one beside me had access to my device. My device, Apple MacBook, is not compromised. There is no virus, malware, trojan or ransomware on it. It is 100% clean.

In my view there are only 2 options:

• Either one of their employees logged into my account and gamble my money away,
• or the person who is in charge of the payments, respectively of the whole business, is a scammer.

I once again asked for a refund of my balance but I'm afraid they already closed the case.

Stay away, folks.

Dear Bastian,

As you can see we weren't successful in contacting the casino aswell. I'm really sorry that we could not help you more but as the casino is non-responsive, there isn't much we can do. You can see that the casino's rating is already quite low. We will be now closing the complaint as unresolved, which will further negatively affect the casino's rating and other players will be able to read about your experience here. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help.

Best regards,

Nick

www.kpvfaw.com