Casino Pixel checks the KYC through a third-party organization Sumsub. When I tried to pass verification, they rejected my documents and my profile remained unverified, because of this I cannot withdraw my funds. When contacting the casino support, they said that they could not help and said that you need to contact Sumsub directly.
This is not the first time I have encountered a problem when verifying Sumsub. Similar problems occurred on Fairspin and Tetherbet. Only in those 2 cases did the casino support help solve the problem, but here they completely shift responsibility from themselves to the third-party organization Sumsub.
Upd 23/01/2025. After two weeks i can explain my situation and finally verify my account it was very hard. So i think we can close this case.
I am really sorry for this late reply. Your post got lost somehow.
That is really great that at the end you were able to withdraw your money.
I hope that the intervention from our team in your complaint helped as well. What do you think?
May I just ask what was the reason you didn't pass the verification by Sumsub, though? Are you aware of it?
They didn't tell me the reason. But I think this is due to the fact that the Sumsub service is configured to check ID cards and driver’s licenses in plastic format, but it simply does not recognize passports from Russia and therefore rejects them.
In fact, I was simply able to explain my situation to Pixel support.
Alright, I understand. Well, at least everything is okay now.
Will you play there again, or better not?
do not play with them, they are scammers, made a deposit of 200 dollars and played sports as in a casino. When the account had 1145 dollars, I decided to order a withdrawal. I ordered a withdrawal on 7.05, verification was passed, today is 25.05. The money has not reached me. In the chat, every other time they answer that there is some problem, wait, and again they do not answer for several days. All screenshots were made and I can provide evidence. They are scammers
Hello, I don't know if I've got it right but did you play casino games, slots, table games and so on and also sport or just sport? That's pretty important to us.
As far as your situation is concerned, I can see that the casino is not very helpful. But did they say what the specific problem is, is it the payment method or something else?
Αντιμετωπίζει κανείς προβλήματα ανάληψης τις τελευταίες μέρες; Έχω πάνω από 2000€ στο όριο. Έκανα την πρώτη μου κατάθεση με μπόνους καλωσορίσματος και δεν έχω εμπειρία με αυτήν την πλατφόρμα.
Έχω μια ανάληψη σε εκκρεμότητα εδώ και 4 ημέρες και σύμφωνα με την επικοινωνία με την υποστήριξη, θα χρειαστεί ακόμη περισσότερος χρόνος. Στην περιγραφή λένε ότι οι αναλήψεις είναι άμεσες στην πλατφόρμα.
Η υποστήριξη λέει ότι οι αναλήψεις έχουν ανασταλεί σε ΟΛΟ το καζίνο λόγω υποψίας για δόλια στοιχήματα σε αθλητικά γραφεία.
Με εκπλήσσει η δικαιολογία, επειδή παίζω μόνο κουλοχέρηδες και δεν έχω αθλητικά στοιχήματα, μηδέν! Γιατί να αναστέλλονται οι αναλήψεις από το καζίνο με την υποψία απάτης στοιχημάτων;
I have already found many such people to whom they do not pay money. They have run out. They have scammed. Fraudsters, They do not pay me 1145, at first they said that the problem is with the provider for a whole month, as I wrote to them that I contacted their provider and they did not tell me that they have no problem. Then immediately pixel said that they suspect bets. In which Expresses? Fraudsters
Hello, perhaps we can help; just kindly respond to the last question:
"Hello, I don't know if I've got it right but did you play casino games, slots, table games and so on and also sport or just sport? That's pretty important to us."
Αντιμετωπίζει κανείς προβλήματα ανάληψης τις τελευταίες μέρες; Έχω πάνω από 2000€ στο όριο. Έκανα την πρώτη μου κατάθεση με μπόνους καλωσορίσματος και δεν έχω εμπειρία με αυτήν την πλατφόρμα.
Έχω μια ανάληψη σε εκκρεμότητα εδώ και 4 ημέρες και σύμφωνα με την επικοινωνία με την υποστήριξη, θα χρειαστεί ακόμη περισσότερος χρόνος. Στην περιγραφή λένε ότι οι αναλήψεις είναι άμεσες στην πλατφόρμα.
Η υποστήριξη λέει ότι οι αναλήψεις έχουν ανασταλεί σε ΟΛΟ το καζίνο λόγω υποψίας για δόλια στοιχήματα σε αθλητικά γραφεία.
Με εκπλήσσει η δικαιολογία, επειδή παίζω μόνο κουλοχέρηδες και δεν έχω αθλητικά στοιχήματα, μηδέν! Γιατί να αναστέλλονται οι αναλήψεις από το καζίνο με την υποψία απάτης στοιχημάτων;
Hello,
if I may, what reason did the casino state as the problem preventing you from withdrawing, please?
I'm perplexed, to be honest. It appears that the casino prevented you because you sports betted, even you did not?
You better ask your questions to the casino, not to us, advertise scammers. Who have already deceived many and continue to deceive, and it is not important for you to ask the administrator of pixel.gg why there are many complaints about them, and not only from you. Scammers protect scammers
Όχι, δεν στοιχημάτισα σε αθλήματα, μόνο σε κουλοχέρηδες.
Το καζίνο ισχυρίζεται ότι όλες οι αναλήψεις έχουν ανασταλεί λόγω υποψίας για απάτη σε αθλητικά στοιχήματα. Και αυτό συμβαίνει εδώ και μέρες!
Έχει αυτό κάποιο νόημα;
"Frank
• 3d ago
This message was deleted
Hi,
Thanks for reaching out. At the moment, we’re experiencing delays with withdrawals due to a number of suspiciously similar winning patterns recently detected in our sports betting section.
Because of this, all affected withdrawals are currently on hold while we investigate the situation further together with our providers. The manual review may take a few days, and we truly apologize for the inconvenience this may cause.
Thank you for your patience and understanding.
Pixel.gg Support
ME: i didnt use sportbooks
only casino
those doesnt make sense to stand on hold
Frank
• 3d ago
Yes but the withdrawals are temporarily on hold on the whole platform. I will let you know as soon as I will get more information about resuming of withdrawals. Again sorry for the inconvenience
You better ask your questions to the casino, not to us, advertise scammers. Who have already deceived many and continue to deceive, and it is not important for you to ask the administrator of pixel.gg why there are many complaints about them, and not only from you. Scammers protect scammers
Well, with all due respect, this is a forum, not a place where we investigate complaints in kind cooperation with players. I understand you are angry but try to manage that, please.
You have never complained officially, as far as I can see, and also never placed proofs; instead, you are just abusive. I can tell such an approach won't help you achieve anything here.
Are you ready to challenge the casino (not sportsbook)? Kindly do so here: https://casino.guru/complaints/create 👈
My colleagues will gladly help once you behave like a grown person.
"Frank
• 3d ago
This message was deleted
Hi,
Thanks for reaching out. At the moment, we’re experiencing delays with withdrawals due to a number of suspiciously similar winning patterns recently detected in our sports betting section.
Because of this, all affected withdrawals are currently on hold while we investigate the situation further together with our providers. The manual review may take a few days, and we truly apologize for the inconvenience this may cause.
Thank you for your patience and understanding.
Pixel.gg Support
ME: i didnt use sportbooks
only casino
those doesnt make sense to stand on hold
Frank
• 3d ago
Yes but the withdrawals are temporarily on hold on the whole platform. I will let you know as soon as I will get more information about resuming of withdrawals. Again sorry for the inconvenience
It is hard to believe that the support team made an honest mistake, especially since you communicated that quite clearly. I wish I knew what the casino is going to say tomorrow...
Would you eventually consider submitting a complaint against the casino? Technical difficulties can occur on any platform, but I find the current circumstances just unusual.
The way I see it, a proper look won't hurt.
Γεια σου Ράντκα
Σας ευχαριστούμε για την υποστήριξή σας!
Κατά τη διάρκεια της σημερινής ημέρας, η υποστήριξη ανέφερε ότι η ανάληψή μου θα μπορούσε να εκτελεστεί. Θα το κάνω μία ημέρα σήμερα και μία ημέρα αύριο. Ακόμα κι αν υπάρξει καθυστέρηση, αν πληρώσουν, θα δώσω στο Καζίνο το πλεονέκτημα της αμφιβολίας.
Μετά από αυτό, εάν οι αναλήψεις μου δεν έχουν πραγματοποιηθεί (στην πραγματικότητα υπάρχουν 3 από αυτές, για συνολικά 2129 δολάρια ΗΠΑ), θα υποβάλω καταγγελία και θα υπερασπιστώ τα δικαιώματά μου όπου είναι απαραίτητο.
Surely let us know whenever you have any updates about the situation, and we'll be ready to step in if needed.
Hi
Today i received 2 of the 3 withdraws. 488 usd still pending but the major part of the money was sent.
Great that you got it.
Now to wait for the rest. Hopefully, it won't take long. Right?
Keep us informed, of course.
Δωρεάν επαγγελματικά εκπαιδευτικά μαθήματα για υπαλλήλους online καζίνο, με στόχο τις καλύτερες πρακτικές του κλάδου, τη βελτίωση της εμπειρίας των παικτών, και τη δίκαιη προσέγγιση στα τυχερά παιχνίδια.
Μια πρωτοβουλία που ξεκινήσαμε με στόχο τη δημιουργία ενός συστήματος καθολικού αυτο-αποκλεισμού, που θα επιτρέπει στους ευάλωτους παίκτες να μπλοκάρουν την πρόσβασή τους σε όλες τις ευκαιρίες online τυχερών παιχνιδιών.
Μια πλατφόρμα που έχει δημιουργηθεί για να επιδείξει όλες μας τις προσπάθειες που στοχεύουν στην πραγματοποίηση του οράματος ενός πιο ασφαλούς και πιο διαφανούς κλάδου τυχερών παιχνιδιών.
Ένα φιλόδοξο έργο στόχος του οποίου είναι να τιμήσει τις μεγαλύτερες και πιο υπεύθυνες εταιρείες στον κλάδο των online τυχερών παιχνιδιών και να τους αποδώσει την αναγνώριση που αξίζουν.
Θα ανακατευθυνθείτε σύντομα στον ιστότοπο του καζίνο. Παρακαλούμε περιμένετε. Αν χρησιμοποιείτε λογισμικό αποκλεισμού διαφημίσεων, ελέγξτε τις ρυθμίσεις του.
