Dear Bitcointalk Forum,
This is a scam accusation against XYes Casino regarding my locked account, with 21,000 USDC currently being withheld.
TL;DR: After I requested a 21,000 USDC withdrawal, XYes locked my account without any explanation and withheld the funds. At the same time, my previous conversations with their support and Telegram representative were deleted, and since then I have not received any response.I started playing on XYes Casino about 6 months ago. Before this happened, I had already completed KYC up to Level 3 (basic info, ID, address) and had made multiple deposits and withdrawals without any issues. I was also in contact with one of their Telegram representatives, who regularly sent me deposit bonus offers.
Even though I was already aware of some scam accusations against XYes, I naively kept playing there because I had not had any problems with them yet. In hindsight, that was a huge mistake. Everything only seemed fine while I was losing overall, but that changed as soon as I had a big win and my account went into profit.
On March 8, I had two large wins while playing the same video poker game I always play. My balance increased to over 21,000 USDC, and I submitted a withdrawal request for that amount.
On March 13, the withdrawal had still not been processed. I attempted to cancel the withdrawal request, but although the status changed to "Cancelled by user," the funds were not returned to my balance.
I then contacted support and was told that the withdrawal was under review and could not actually be cancelled, despite the status shown in my account. At that point I was also informed that I needed to complete additional Level 4 KYC (Source of Funds). I followed their instructions and submitted the requested bank statement.
On March 15, I was informed that my Level 4 KYC had been approved, but then on March 17, I was asked to complete an additional video verification and send it to their risk control team.
On March 24, I recorded and submitted the requested verification video exactly as instructed. I received confirmation that they had received it and would review it. After that, I received no further update. A few days later, my Telegram contact told me the review could take up to 14 days.
On April 1, when I tried to log in to check whether there had been any update, I was unable to access my account and instead received the following message: "Your account has been locked, please contact online customer service."
I then tried to contact XYes through multiple channels, but I did not receive a single response through any of them:
- First, I contacted their Telegram representative, @Xyes_Sun, and noticed that our previous chat history disappeared. My new message asking for help was ignored.
- Then I emailed both their official address, help@xyes.com, and the address previously used for the KYC, risk@xyes.com, but I did not receive a response.
- Next, I contacted their live chat support, where my previous chat history also appeared to be deleted. My new messages were ignored.
- Finally, I contacted another Telegram representative, @Xyes_Star, listed on the casino's official Telegram group. My message was seen but not answered, and I was later removed from the group.
I also asked an ADR platform for help, as they had a contact with the casino. However, after they reached out regarding my case, XYes chose not to cooperate with them either.
The current situation is that my account is locked, my 21,000 USDC has not been paid out, and the casino has stopped responding completely.
I am posting this so others are aware of the risk of playing on XYes and do not make the same mistake I did.
If I receive any response from XYes Casino or if anything changes, I will update this thread.
