1xBet Casino LAT - Player has been accused of opening multiple accounts.

My name is Roque Junio M*****a de S***a, player at 1xbet 470279037.

Recently, after several bets, the house asked me for a photo of personal documentation along with the screen of emails received by the house and proof of deposit in my name and I sent it.

After sending the house blocked me and no longer responds. Claimed I broke rules but I play alone from home on my computer and cell phone internet.

The 1xbet house is withholding my money, in fact STEALING, given that I have not broken any house rules and in your email it says that I could withdraw the balance that I had at the beginning of the check which was already approximately 5900 but blocked me claiming that I broke rules. Every house has the right to accept bets or not, the bets were accepted and paid and the house is now stealing from me.

The house itself sent me a message with the names of possible players asking my relationship with them and I don't even know who the people spoken are, this already shows bad faith.

Dear roquejunio0,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus and by playing which games? Have you completed the KYC verification successfully in the past?

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

Best regards,

Petronela

Good afternoon.

I use 4g internet from my cell phone.

And it plugs into two of my notebooks.

Despite living in a republic, I don't think anyone has logged in or opened accounts using my laptop or my internet.

My winnings were accumulated without any bonuses and on the tennis, football and basketball market in live games.

When checking in, the house does not provide the possibility of verification and when questioning the chate they say that they will ask for verification whenever they want and find it viable.

As you might know, our Forum Casino.Guru, deals with complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to an accusation of creating multiple accounts, we will try to help you. 

I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

I don't have multiple accounts, the house is relating to people I don't even know.

Hello, roquejunio0,

I am sorry to hear about your situation. 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 LAT's representative to join this conversation and participate in the resolution of this complaint.

Dear 1xBet Casino LAT Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to get his account unblocked? 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.

I'm a player 470279037

1xbet closed my account accusing me of fraud, sent an email claiming something I didn't do and doesn't allow me to withdraw my fund.

I have an email sent by them, it says that I could withdraw the funds that were from the moment they were going to check and they didn't allow the withdrawal, this is absurd since I didn't do anything wrong and everything is in my name until the deposit via pix from my personal account. The bets were all accepted.

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 roquejunio0,

Thank you for contacting us!

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 2.27 and 2.28:

2. 27. 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. 28. No registered customer may be re-registered as a new customer (under a new name, with a new email address, etc.).

According to the Terms and Conditions, you can withdraw the amount of your deposits:

2.31. 1xBet Bookmaker Company has the right to cancel all winnings and refund the balance from your main and duplicate accounts.

We received the information from the Security Service, that you have already withdrawn the amount that exceeds the total number of your deposits. Thus, the Company has fulfilled the obligation to you and the decision on your situation is final and non-negotiable

Best regards,

The 1xBet Support

I did not withdraw the amount and the bookmaker sent an email saying that I would be able to withdraw and did not let

Thank you both for the updates.

Dear 1xBet Casino Team,

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 Branislav,

Thank you for your reply!

We've sent the additional information regarding the player's situation on your email - branislav.b@casino.guru.

If you'll have any additional questions, please feel free to contact us in any convenient way

Best regards,

The 1xBet Support

Thank you for your email and for providing information, 1xBet Casino Team. Could you please look at my last email and provide me with the additional 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,

I tried to provide you with the requested feedback via email. Please, see my feedback and answer my email and asked questions. The most important questions relate to the player's gameplay, bonuses, and possible system abuse. Once I have answers to these questions, we could move significantly forward with the case.

Looking forward to hearing from you.

The house cannot say that I used the bonus without having used it, much less show several accounts in my name because there are simply no accounts that do not exist.

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

Alright, we will wait for your reply or email.

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

Dear Branislav,

We received the additional information regarding roquejunio0'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

Greetings all,

Thank you, 1xBet Team, for your email and additional details regarding the case.

Dear roquejunio0,

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering all the necessary information, it is clear that the allegations relate to sports betting play. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, or directly to the authority that regulates the casino.

Anyway, if it is convenient for you, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Best regards,

Branislav, Casino.Guru