1xBet Casino - プレイヤーのアカウントがブロックされました。

Hello! 1xbet casino took my 1567 USD!

Confiscation of funds is possible only in the presence of gross violations on the part of the player. And I did not violate anything, all my actions comply with the legal documents of the casino. All checks were successfully passed by me, all the requested documents were sent and accepted by the casino.

So that you understand how many checks and sending documents in question - I will indicate everything in chronological order.

On 11/17/2021 I sent a passport photo (pages #1,2,3,11);

On 11/18/2021, I sent screenshots of Skrill and Neteller payment wallets;

On 12/10/2021, I sent a selfie with a passport next to my face against the background of correspondence with the casino support service;

On 12/14/2021 I sent a selfie with a sheet of paper with the current date and the code provided by the casino;

On 12/14/2021, I received a letter from the casino about blocking my account.

In response to my appeal against the blocking, the casino asked me to fill out a questionnaire and upload a screenshot of the document confirming the deposit at the casino. On 12/23/2021, the casino’s claim was fulfilled by me in full.

On 12/27/2021, I provided a document confirming the source of funds for the deposit at the casino.

On March 31, 2022, I filled out the form on the casino website.

04/04/2022 I sent a selfie with a passport in hand with the current date and the code received from the casino.

The casino requested verification through Skype.

I wrote to the casino many times indicating a date that was convenient for me.

On 07/27/2022, I received a letter from the casino about the successful completion of Skype-call.

On July 29, 2022, I filled out a questionnaire on the website indicating personal data and all the information requested.

On 08/03/2022, at the request of the casino, I filled out the questionnaire with my own hand and sent it by a simple letter by mail to the details specified by the casino.

On 08/09/2022, the casino again asked me to go through Skype verification. I said that I was ready to go through skype verification on August 19th.

On August 19, the casino sent me a message saying that my account was closed. I was only able to receive $2,723 out of $4,290 in my account balance. 1567 dollars were confiscated by the casino.

On 08/19/2022 I sent a claim to the casino. But, unfortunately, the casino refuses to pay me my 1567 US dollars.

By reviewing the information provided to you, you can verify that a very thorough background check has been carried out on me and my account. I declare that all documents sent to the casino are valid. All information provided in the questionnaires and completed forms is true. I did not allow any violations of the rules of the casino.

I ask you to help me achieve justice - in obtaining my 1567 US dollars.

Thank you in advance.

Hello DabySki,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1xBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not, did the casino even confirm it? When was the last time you spoke to the casino and what was it about?

Also, did you use any bonus to accumulate your balance?

Looking forward to your answer.

Regards,

Nick

Good afternoon! The casino has been verifying my account since November 16, 2021.

I submitted the following documents to the casino: passport photo (pages #1,2,3,11); screenshots of Skrill and Neteller payment wallets; a selfie with a passport next to the face against the background of correspondence with the casino support service; selfie with a sheet of paper with the current date and the code indicated by the casino;

a completed application form and a screenshot of a document confirming the deposit at the casino; a document confirming the source of funds for the deposit at the casino; a completed form on the casino website; a selfie with a passport in hand with the current date and the code received from the casino; a completed questionnaire with personal data and all the requested information (sent by mail), Skype verification has been passed.

The bonus has not been used.

Can you please forward your communication with the casino to nikolas.b@casino.guru?

Good afternoon! Correspondence with the casino has been sent to nikolas.b@casino.guru

Thank you DabySki for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, DabySki,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1xBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1xBet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why was part of the player's winnings confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear DabySki,

Thank you for contacting us!

We've sent a corresponding request to the Security Service regarding your question. As soon as we receive new information on your situation, we'll surely get back to you with an answer

All the best,

The 1xBet Support

Dear 1xBet Casino Team,

Have you received a reply regarding the player's issue? Can you please provide us with an update and details?

Dear DabySki,

Thank you for your patience!

We've checked all the necessary information regarding your situation. Your account has been blocked after a thorough investigation by the Security Service because of the violation of the multiple accounts Terms & Conditions 2.26 and 2.27:

2. 26. Each registered customer may have only one account. Customers may register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website.

2. 27. No registered customer may be re-registered as a new customer (under a new name, with a new email address, etc.).

We've also checked the information on your deposit request with the Security Service. According to the Terms and Conditions, you can withdraw the amount of your deposits, which you already successfully did as of today:

2.30. 1xBet Bookmaker Company has the right to cancel all winnings and refund the balance from your main and duplicate accounts.

The Company has fulfilled the obligation to you and the decision on your situation is final and non-negotiable

Best regards,

The 1xBet Support

Hello! The accusations of the casino contain a large list of violations. But I have nothing to do with them.

I ask the casino to indicate specifically what I am accused of and provide evidence of my guilt.

Withholding $1,567 unilaterally is unacceptable!

Dear 1xBet Casino Team,

I would like to remind a part of my post from September 28th, 2022.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

Can you please share with me the necessary data?

Dear Branislav,

Thank you for your question.

In order to get more details regarding player situation, we'll send an additional request to the Security Service. As soon as we receive the information, we'll surely back to you with the answer.

Best regards,

The 1xBet Support

Alright, I understand. Please let us know when you receive the required data/details.

We are looking forward to hearing from you.

Hello! Did the casino provide you with the requested information? Can I get to know this information?

Hello,

No one has replied yet. However, an automatic reply will be posted here, and the timer will be extended by another 7 days. If the casino does not respond or provide us with the necessary data/details within these 7 days, the complaint will be considered unresolved, and it will be closed accordingly.

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 Branislav,

Thank you for your patience!

We've received the additional details regarding the player situation from the Security Service and sent it to you on the email - branislav.b@casino.guru. We kindly ask you to check it and if you'll have any additional question, please feel free to contact us

Best regards,

The 1xBet Support

Greetings all,

I apologize for the delayed reply.

Dear DabySki,

What types of games did you play in the casino most often? Did you play sportsbook, or were there any other types of games played, such as casino games/slots, live casino games, virtuals, or anything else? From what type of games was most of your winnings obtained, please?

Do you know anyone else near you who also has a casino account in 1xBet Casino?

Can you please confirm your deposits have already been refunded?

Hello! I have only played live casino.

I do not discuss my casino game with others. So I don't know if anyone else has an account at the 1xbet casino/

The casino has blocked my access to the account, in this regard, I cannot know for sure whether the deposits were returned in full.

Alright, I understand.

Did you check the payment methods used to deposit to the casino?

The casino mentioned a successful withdrawal of your deposits in one of the posts above (October 10). The casino representative likely meant a withdrawal that was made before the account was blocked. Are you sure nothing was credited to the used payment method?

Good afternoon! My account balance was $4290. On August 19, the casino credited $2,723 to my payment wallet, $1,567 was confiscated for reasons unknown to me. I honestly won this money. Why should I give them to the casino?

Thank you for the clarification, DabySki.

Dear 1xBet Casino Team,

Could you please look at my last email regarding this complaint and provide me with the requested details and data?

Dear Branislav,

Thank you for your feedback!

We've sent the additional request to your email - branislav.b@casino.guru. We kindly ask you to check it and provide us with the feedback

Looking forward to your reply!

Best regards,

The 1xBet Support

Greetings all,

I am sorry for the delayed reply.

Dear 1xBet Casino Team,

Before I provide you with the requested feedback, please, see my last email and answer my additional questions regarding the case.

Looking forward to hearing from you.

Dear Branislav,

Thank you for your email.

We've sent a corresponding request regarding your questions to the Security Service. As soon as, we receive additional information, we'll back to you with the response

Best regards,

The 1xBet Support

Great, we will wait for your reply or email.

Please, feel free to let us know as soon as you receive the required details/data.

Looking forward to hearing from you.

Dear Branislav,

We received the additional information regarding DabySki's situation from the Security Service and have sent it to your email. Please check it and provide us with the feedback

Best regards,

The 1xBet Support

Hello! Dear The Guru, have you received information from the casino? Please let me know why the casino confiscated my $1567?

Greetings all,

I am sorry for the delayed reply.

Dear 1xBet Casino Team,

Thank you for your email and the provided explanation. However, please note that only the explanation is not considered sufficient to substantiate the casino's claims and decision. Although we respect the fact that the casino cannot share the required data and details with us, we also have our own internal rules and procedures.

Unfortunately, without the required data, I am afraid we will be forced to close the complaint as unresolved, which will negatively influence the casino's rating.

So, could the casino please provide us with the required details and data?

Dear Branislav,

Thank you for waiting the response!

We've sent the answer regarding DabySki's situation on your email address. We kindly ask you to check it and provide us with the feedback

Best regards,

The 1xBet Support

Hello! Dear The Guru, did the 1xbet casino provide the requested information? Please let me know why the casino confiscated my $1567?

Greetings all,

I am sorry for the delayed reply.

Dear DabySki,

The answer to your question was indicated above by the casino representative. Unfortunately, I have not been provided with any additionally requested details and relevant evidence to support this statement.

Dear 1xBet Team,

I sent you a reply to your last email with a more detailed explanation of the situation from our point of view. I sincerely believe that it will help to finally move forward in this case.

However, please note that my last email was also the last call for the casino to provide us with the required data and details. If the casino fails to share it with us, the complaint will be closed as unresolved and the casino's rating will be influenced accordingly.

Thank you for understanding. Looking forward to hearing from you.

Dear Branislav,

We've sent the additional email regarding DabySki's situation on your email address. Please check it

Looking forward to hearing from you

Best regards,

The 1xBet Support

Hello! Dear The Guru, please give me the opportunity to get acquainted with the information received from the casino. I have a right to know on what legal basis the casino confiscated my $1,567! Thanks to.

Greetings all,

Thank you for your replies and I am sorry for the delay.

Dear DabySki,

Unfortunately, since we have not been provided with the required evidence regarding the issue due to the casino's strict internal policy, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. It is also a reason for not disclosing the accusation and the details.

However, there is also one more possible way how you can try to resolve it - I recommend you submit a complaint directly to the Curaçao eGaming authority. The complaint form is available through the Curaçao eGaming License validator on the official casino's website.

In case of any questions or news from the regulator, feel free to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, but the reopening will depend on the provided data.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the updates received during the investigation of a connected complaint, we decided to reopen this complaint and update its status and classification.

Dear DabySki,

After a careful review of the evidence provided by the casino, we are forced to reconsider our decision regarding your issue. There is sufficient evidence of multiple accounts created closely one after another, from the same IP and device ID. Moreover, similar game patterns and payments to multiple accounts from the same IP have also been detected.

Under these circumstances, we are not able to take your side, and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way.

Moreover, as you were probably informed via email, the Curacao gaming authority has ruled the complaint in the favor of the casino, and we agree with this decision.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.guru