The player from Córdoba has their account deactivated after attempting to withdraw winnings following a previous self-exclusion due to gambling issues. Despite opening a new account with real information, the casino blocks withdrawals, citing gambling problems.
1xBet Casino LAT - Player's account has been closed after a withdrawal request.
Amount: $600
1xBet Casino LAT
Safety Index:Below averageSafety Index
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6.2
1xBet Casino LAT has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
4d 8h 59m 23s
Case summary
2 days ago
Public
Public
3 days ago
Translation
I am writing regarding account number 1063352935
It was deactivated without ANY reason... Approximately 2 years ago, I closed an account at this casino because I had gambling problems... But then I managed to resolve them in therapy...
About a month ago, I opened a new account with all my real information... I made a deposit and had some winnings. When I tried to withdraw, I couldn't do it, so I contacted customer service and they blocked my withdrawals, claiming I had gambling problems.
Now, the betting house allows you to open a new account using all real information, allows us to deposit as much as we want, play as much as we want... but when it comes to making a withdrawal, they block the account???
This is literally THEFT. Luckily, I have everything recorded on video, and if the account is not reactivated immediately, I will proceed to file a lawsuit for misappropriation of funds.
Automatic translation:
Public
Public
3 days ago
Dear Chala77,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to emphasize that no online casino is obliged to accept back players who have self-excluded due to gambling problems in the past. Actually, in most cases, they shouldn't. Please allow me to ask you a few questions so I can understand the whole situation completely.
- Did you try to ask the casino to reopen your old account?
- Did you use the same personal information (full name, date of birth, home address, email address, phone number, etc.) you used to create your first account in the past?
- Could you please forward me your self-exclusion request? My email address is kristina.s@casino.guru. Alternatively, you can post it 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,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
3 days ago
Translation
Good morning, Kristina, nice to meet you.
Regarding your questions:
1) No, because at the time I requested self-exclusion I also requested that the account be deleted.
2) Yes! All my data is real, name, address, ID number, phone number, etc. I always use the real ones so the data in both accounts is the same.
3) I sent you the complete audio of my telephone conversation that I recorded that time I asked for self-exclusion.
I would like to emphasize the fact that the casino accepts the same player, with exactly the same details and lets him deposit money, play and bet without control AS LONG AS the player keeps losing... Now, the moment the player wants to make a withdrawal then suddenly it becomes a problem and the casino blocks the account with the money in it. This is regrettable and unacceptable.
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Public
Public
3 days ago
Translation
By the way, something I would like to highlight is that I am not interested in them activating the account and letting me continue using it or not in the future (because I understand that for this they can ask me for a psychological certificate, which I have no problem presenting, but it will take time) what I DEMAND is that my funds be returned to me IMMEDIATELY. I deposited approximately $584 usd... At the time I started the withdrawal I had $658 usd and at the time my account was blocked I had $516 usd... I NEED to have my funds right now, so I ask that they be sent back to my payment methods with which I deposited. What they are doing is an illegal appropriation of funds and is punishable by law.
Automatic translation:
Casino Guru is examining the case
