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My account has been temporarily blocked with €1000 inside for over 13 days. I completed an enhanced verification via video call 11 days ago, and I have sent several emails asking about the progress, but I haven't received any response. I would like to know what is typically done in these situations.

Mi cuenta está bloqueada cautelarmente con 1000€ dentro desde hace más de 13 días. Hice una verificación reforzada por videollamada hace 11 días, he escrito varios email preguntando cómo va el proceso y no he obtenido ninguna respuesta. Me gustaría saber qué se hace en estos casos

Dear imdh3864,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.

• Please allow me to ask you a few questions, so I can better understand the situation. 
• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share with me your communication with the casino regarding their request for video verification and any follow-up communication? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I was a player for less than 24 hours, I registered that same day, I verified all my data, they considered it valid, I deposited and played both online and sports games. Having profits and losses going from 250 to 1000, that money was won with real money, without a bonus. That same afternoon they told me that my account was provisionally suspended until it was proven that I was the one playing at the casino. They asked me for a reinforced verification by video call. I did it, they asked me questions to find out if I was the one playing and they told me they would let me know when my account was unlocked. Since the 21st I have not been able to log in or withdraw my balance. They do not answer my emails, I wrote to them last week asking how the verification was going, I got a message that they were going to pass my query to the appropriate department but no one ever answered me.

I just want this issue resolved and to withdraw my winnings that I earned legally.

Fui jugadora menos de 24h, me registré ese mismo día, verifiqué todos mis datos, me lo dieron por válidos, deposité y jugué tanto en juegos en linea como deportivas. Teniendo ganancias y pérdidas pasando de 250 a 1000, ese dinero fue ganado con dinero real, sin bono. Ese mismo día por la tarde me dijeron que mi cuenta era suspendida cautelarmente hasta que se comprobara que era yo quien jugaba en el casino. Me pidieron una verificación reforzada por videollamada. La hice, me hicieron preguntas para saber si era yo quien jugaba y me dijeron que me avisaban cuando mi cuenta estuviera desbloqueada. Desde el día 21 no puedo iniciar sesión ni retirar mi saldo. No contestan a mis email, les escribí la semana pasada preguntando cómo iba la verificación, me saltó un mensaje de que iba a pasar mi consulta al departamento oportuno pero jamás nadie me respondió.

Sólo quiero que se resuelva este problema y retirar mis ganancias que gané legalmente.

This morning I received this email but I went to my account as the email itself says to check it and it still tells me that I do not have access to log in.

Esta mañana he recibido este correo electrónico pero he ido a mí cuenta como dice el propio email a comprobarlo y aún me sale que no tengo acceso a iniciar sesión.

I just received this email right now:

We will have to wait for the next 10 days

acabo de recibir este email ahora mismo:

habrá que esperar a los próximos 10 días

Thanks for your continuous updates.

Please let me know when you receive the result of your video call verification.

Please inform me about any further developments.

Dear imdh3864,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, on the 4th I received an email saying that I would receive the resolution of the video call by email in the next 10 days. Tomorrow is the deadline and I have not received anything. Please, could you help me claim the €1000? I have been waiting for more than 20 days.

Hola, el día 4 recibí el email que decía que en los próximos 10 días recibiría la resolución de la videollamada por email, mañana se cumple el plazo y no he recibido nada. Por favor, podríais ayudarme a reclamar los 1000€? más de 20 días esperando llevo..

Dear imdh3864,

Have you received the result of your verification call?

If there is any communication you might share, please the information you received to my email at tomas@casino.guru

Please let me know about any developments.

It's already solved, everything is fixed

ya se solucionó, todo arreglado

Dear imdh3864,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru