The player from Brazil had reported that 1xbet Casino had closed their account, allegedly due to a self-declared gambling addiction. The player had disputed this claim, stating they had never made such a declaration and had requested the payout of their winnings amounting to 4152 Brazilian real. The casino had claimed the player had requested the account blockage citing gambling addiction, and the request had come directly from the player's authorized account. The casino had also mentioned that the player's balance at the time of account blockage did not amount to 4152 reals. The player had been asked to provide a medical document confirming or refuting the gambling addiction to unblock the account. The Complaints Team had advised the player to forward the case to the regulatory body. After further communication, the casino had lifted the self-exclusion, removed restrictions on placing bets and making deposits, and had credited a bonus of 2000 real to the player's account. The player had refused the bonus, insisting on a court case for resolution. The Complaints Team had marked the complaint as 'resolved' following the player's confirmation of the account being reinstated.
1xBet Casino LAT - Player’s account unjustly blocked over disputed self-exclusion.
Amount: ??
1xBet Casino LAT
Safety Index:Above averageCase closed
RESOLVED
Case summary
The 1xbet Casino has locked my account under the claim that I requested a block due to an addiction
However, this claim is false, I can prove that I never requested a block due to gambling addiction!
The 1xbet Casino owes me 4152 Brazilian real!
They allege that they will not pay me because I supposedly requested a block for addiction
I never made such a request for an addiction block
Would Casino Guru kindly ask the 1xbet website for the registered email address on my casino gaming account where I allegedly stated I am an addict?
They unjustly blocked my account merely to avoid paying me the amount of 4152 Brazilian real
Dear Guru, please help me
Hello ivanvidalr1,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1xBet Casino LAT. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When was the last time you spoke to the casino and what was it about? Did they provide any evidence of you requesting self-exclusion?
Looking forward to your answer.
Regards,
Nick
First of all, thank you very much for your attention!
Yes, my account has been verified!
If 1xbet casino needs any other documentation, to double check I will send it!
Let me explain the situation!
1xbet casino blocked my account claiming that I requested a block due to addiction
The 1xbet website is dirty and set up a chat claiming that I asked for my account to be blocked due to addiction, so they won't pay me
look at the point this 1xbet site has reached
I'm stupid to see where a website can go so as not to pay you the money you earned
The 1XBET website owes me 4152 reais
I have never had a request for blocking due to addiction this site is dirty 1xbet is the dirtiest I have ever seen
If the 1xbet website is capable of reaching this point, imagine what is not behind the slots? See that there is no basis for a conversation where the casino performs shameful manipulation,
Where it doesn't even show an email address which is the one registered in my 1xbet account
Just a fraudulent chat pretending to be me so as not to pay me
Until then, the site never stopped me from playing when I had my passive losses
It was simply that I earned a slightly higher amount and the site took my money and claimed that I was addicted 🤔
But look at the facts, it's shameful
Look at the print put together by the 1xbet website
👇
Now see that I contacted support in the print below, and I never had a request for blocking due to addiction, see the print
👇
I also contacted the website's licensing department and they were asked to give me a response within 14 working days to re-analyze the case where I sent the evidence that the 1xbet website was acting in bad faith!
The licensing of the 1xbet website didn't even want to respond after I sent the evidence that proved that I was completely right
Letting the 1xbet website do whatever it wants with my case
It's been months and I haven't gotten a response!
The licensing saw that the 1xbet website is wrong, and preferred to leave me without support, if the Curacao license is a serious license?
Because I didn't get a fair trial or an answer! About re-examining my rights
Then I realized that there is something wrong between this Curacao license and the 1xbet website
Because the website decided to block my account asking me for medical documents so it could force me not to pay
One that I don't have to send documents of something that was never written or said by me, nor prove my sanity!
because it is clear that the 1xbet website is doing everything it can to not pay me
I think the 1xbet website and license are the same
Well, look at the prints, I didn't have a response from Curaçao egaming after the date shown in the print, nor after the one I'm writing!
Only the casino administrator responded as if he were the regulator of the 1xbet website
The 1xbet website wanted to provide me with a bonus as a bribe, plus the setup they made against me, pretending to be me, so the website claims that it couldn't give me this bonus based on the facts above in this topic.
I also rejected it because I am right and as proven the agile site in bad faith, with its traps to not want to pay me
Today I received an email from the website that supposedly saw my COMPLAINTS on external websites and asked me to log into my account to withdraw the amount, but the amount in my account is wrong 78 reais ❌, the correct amount is 4152 real ✅
I don't know why you ask me to withdraw the money that is wrong in the account🤔
Dear Guru, I respectfully ask you to help me!
Because I can in no way trust a casino like 1xbet that treated me with such inhumanity, harming me!
Sincerely: Ivan V****
Thank you ivanvidalr1 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello there,
Thank you ivanvidalr1 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 1xBet Casino LAT for their help in resolving this complaint. We would like to know why were the player's funds confiscated and the account blocked.
Thank you!
Dear Ivan and Peter,
The gaming account was blocked at the player's request citing gaming addiction as the reason. The request for blocking came directly from his authorized account, and we provided confirmation in the form of a screenshot of the client's dialogue with support (the screenshot is visible in Ivan's messages above). Additionally, the player has already appealed to the regulatory body in Curaçao, which, after investigation, confirmed that our actions are fully regulated by the rules.
Regarding the amount, there were no 4152 reals on the player's balance at the time of the account block, so the allowed withdrawal amount is correct. He tried to place a bet for an amount of 78 reals, the potential winning of which could be 4152 reals, but this bet was not accepted by our system, and the funds for the bet were not deducted.
If the player wants to unblock the account, he must follow the company's rules and provide the requested medical document confirming or refuting the gambling addiction, after which we are also willing to provide him with a bonus of 1000 reals. Until the player fulfills the conditions, unfortunately, we cannot assist with anything else.
Best regards,
The 1xBet Team
Thank you for the clarification 1xBet Casino LAT representative. Would it be possible to provide the statement from the regulatory body to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!
Hi Peter,
You could request the report after that date
👇
Oct 20th 2023 14:07
P
Because I never received a response from the 1xbet website regulator after this email received
Now I would like you to review the print where it is very clear that the chat on the 1xbet website itself: "said that I never had a blocking request due to addiction" please see the print
I still wanted your help Peter, The print that the 1xbet website shows says that the person is in Toronto FC, I'm from Brazil, I didn't understand well, could you help me clarify this, as it doesn't justify it? I'm Brazilian, I only speak Portuguese, I use an English translator! I had no reason to enter the account speaking English, could you please clarify this doubt for me?
Peter, please review the statement from 1xbet casino that my account balance was not charged or a bet amount, but this is contradictory to the email received by them 1xbet, see the print
Peter, please see, I did a simulation about blocking requests via chat
Where the guy in the chat says that I have to be logged in or provide my information such as email, telephone
Print simulation
Now see the print that the 1xbet website put together🤔
👇
I honestly don't expect anything good from this 1xbet casino. Imagine what this casino is capable of?!
Peter, if you need me, I can forward the entire licensing and 1xbet casino trajectory of the emails received on all topics, I can confirm and have enough evidence to show that the 1xbet casino and its license is a fake! I have everything recorded on screen!
Dear Peter,
I sent the statement from the regulatory body to the email you provided.
Best regards,
The 1xBet Team
Hello Peter, I would like to receive this report in the same proportion as I sent it here, being clear and objective if possible?!
Because I don't trust anything about this 1xbet casino
The casino can make new fake setups,
Honestly, I don't trust this 1xbet casino at all! I'm sorry, I'm being honest, I have reasons for this, and I can prove everything I'm saying!
I would like the Curaçao egaming report after that date
👇
October 20, 2023 2:07 pm
It would be the response to the email I received, which is the image attached in this same topic, where the casino regulator had to give me a response to re-analyze my case! Much more than 28 working days have already passed!
👇
Sincerely: Ivan V***
Dear ivanvidalr1, as you were already discussing this issue with the regulatory body I would recommend forwarding all your latest evidence to them. The licensing authority has better options to help players and could help you in this matter further. I will mark this complaint as 'waiting for a decision from the regulator' , please let me know how the regulator has ruled in my email. (peter.c@casino.guru)
Hello Peter, I also said in this thread that the 1xbet regulator did not respond!
I can say that the 1xbet website and its regulator are the same!
The regulator lets the 1xbet casino respond what suits them
Isn't it just fair for 1xbet casino to present a false image, where there is nothing to prove that I was the one who wrote it and no one helps me?!
The error on 1xbet's part is obvious so the casino would have to be punished, the casino's high rating is not worthy, please review the evidence that I sent here, and what evidence did the 1xbet casino send?!
When I said that I wanted a response to this email, please note that it has been much longer than promised and the regulator has not sent me a response, and I have asked the regulator several times, and I have not received a response, see the facts and help me please Peter
👇
I wanted to call 1xbet casino to provide me with concrete evidence of where I said I was addicted???
Not a screenshot that doesn't even show my name, a fake screenshot where I don't even know how to speak English lol
Another thing, please provide me with the response from the regulator, as I did not receive the response after this date of re-analysis of my case, where it is clear that the 1xbet casino is not licensed! It's a fake gang
Because under the terms and conditions of the supposed regulator, 1xbet and the regulator would have to keep playing in the same email thread, so where was the response to that email, which until today I have not received after that date October 20, 2023 2:07 pm and before that that I am writing on 02/09/2024, please
If the 1xbet website is correct and not a mafia
It's no use just, you say where 1xbet has no proof or evidence of anything, because the 1xbet casino's speech has no foundations or support, only in writing🤔
Where is the evidence, because even a parrot talks?
The 1xbet website is a mafia, it's no wonder that the website was expelled from the United Kingdom for practices against child abuse and mistreatment of animals, it came after this Curaçao egaming license which is the dirtiest there is, I have support from that I'm saying the public just needs to look on the internet and they will see how dirty this 1xbet site is
Wainting for an answer
👇
ivanvidalr1, please refrain from attempts to insult or intimidate the staff members of the casino as it may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.
Just because I don't respond the very next day doesn't mean I'm unwilling to assist you. You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. Sending daily messages will not expedite the process; in fact, it may have the opposite effect.
I will contact the casino representatives and investigate further on your behalf, I will keep you updated about any further developments. Thank you for your patience during this time.
Hello Peter, It is not my intention to insult anyone, but rather to resolve my issue, now as for the timer it does not tell me whether or not I have a rule to wait for me to post another post! If this is not a fair site that is in fact acting with the truth, you can apply your restriction as I look for another place that deals with more serious complaints,
It is clear that this casino is corrupt and my opinion will not change in any way!
Dear ivanvidalr1, the casino has provided me with clarification for the instances you have mentioned.
In the screenshot of the live chat, the IP address shown is not that of the player but of the dialogue - the place where the consultant who handled his query responded.
As for the response from the regulator, in the statement from 19.10. you have received as well according to the recipients but have failed to provide in this complaint, your complaint to the regulator has been dismissed until further evidence is provided. As it stands the only option to reopen your account is to provide a medical document confirming or refuting the gambling addiction and we agree with this decision.
Dear ivanvidalr1, I am in contact with the casino representative about your case. I will let you know about any new developments. Thank you for your patience!
Dear Peter,
We have read all the new messages and provided a response to your letter. Please check it out when you have a chance. Thank you.
Best regards,
The 1xBet Team
ivanvidalr1, I have discussed this case with the casino and I have also brought it up to my team for discussion as well. I am going to summarize what we have decided on:
Your complaint was about two issues - unpaid winnings of R$4152 and self-exclusion of the account according to you, you have not requested. I will start with the winnings. You have previously mentioned in the complaint that the casino's and the regulator's statements about the bet were contradictory but this may be the result of the language barrier. Both the casino and regulator said that the bet which could've resulted in winnings of R$4152 was canceled and the funds were returned to your gaming account, therefore, I consider this part resolved. I have also discussed your complaint to the regulator with the casino and they were not contacted by the regulator again after the ruling that was made on 19/10/23, so it seems the regulator has rejected your self-exclusion complaint as well.
As for the self-exclusion you have pointed out multiple things you believed were not in order but all have been explained by the casino. Furthermore, I would like to point out that casinos can choose to exclude players if they show signs of gambling addiction, therefore, I see no reason why the casino would choose to impersonate a player in the live chat. The casino has given you the option to provide a statement from a medical professional that you are not gambling addicted and in the 6 months since the beginning of this issue you have failed to procure it and I'm not surprised why. From your mannerisms, the number of messages you have posted daily in this complaint, our forum, and my email until you were warned, the reluctance to understand any explanation given to you, and the paranoid nature of this whole complaint I believe you should seek professional help. You can use our list of Addiction Help Centers: https://casino.guru/problem-gambling-help-centers
I recommend you use the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Hi Peter
As for the bet
Terms and conditions: 1xbet
3. The basic rules of admission fees
6. A bet will be valid after its registration on the server and after confirmation of its issuance online. Registered bets cannot be corrected or cancelled.
Regarding account blocking
Terms and conditions: 1xbet
1. Basic concepts and terms
42. Our players have a self-exclusion option.
Please write to customer service to block@1xbet-team.com and also use the self-restriction option if necessary. We provide assistance to players with potential gambling problems, which is readily available, systematically provided and recorded. We follow all requests.
1xBet offers a self-restriction option that allows you to close your account for a certain period of time: a week, a month, 6 months, a year. Your account will only be blocked after it has been fully verified. Please keep in mind that a photograph of your CC/Passport must be attached to your self-restriction request. If you activate this feature you will not be able to bet on 1xBet.
Could Peter ask the 1xbet website for the email address registered in my name with a blocking request, where it makes it clear that I requested the blocking due to an addiction?
Because the site cannot leave its own terms and conditions, as mentioned above!
Now regarding the emails under discussion, as written here in the complaint, it seems that you didn't understand, as the date you mentioned is out of context (10/19/23) just look at this thread and I've been trying to explain to you that I didn't have a response after the date mentioned, in this same thread! (10/20/23)
When you mentioned that the casino did not receive the call from the regulator that is a lie just look at the date and the email received where are I regulator and 1xbet, please review the complaint
Now as for the medical certificate, I don't see the need for it because I didn't ask for my account to be blocked due to an addiction!
Now when you say (paranoid) this becomes an insult, because I never lacked respect for you and I hope you correct that, because I'm just trying to resolve my issue, I don't see any problem in expressing myself, or trying to explain in the best way possible. possible by being clear and objective.
When you ask me to seek help, you are stating something that is not associated with me! Either it came from me or even from writing, on the contrary I am being slandered...
Please fix this!
Now it's also about the medical certificate, strange when I was losing it the website didn't ask me for a certificate, now just because I won the website asked for a certificate🤔imagine everyone who wins having to present a certificate!
Sincerely: Ivan V***
To be honest, I'm not here to joke or treat anyone with a lack of respect, I'm just talking about the 1XBET website: because it caused me harm and even made false statements, which is because of the fact that I'm here, for the 1xbet casino take back what you said about me, because there is zero tolerance in this regard, I cannot admit that the 1XBET website takes my money and still makes false allegations, it's not even so much about the money, because I don't lack that, I have plenty of it now the question is one of honor, if I got this far, Either you Peter take back what you said and the 1xbet website also takes back what it said, or I will take this to court, as I have everything recorded on the screen. all
When someone accuses and offends us,
whether in public or private, it is very
We often have the following reaction: "I'm going to
sue you!" Yes, it makes perfect sense for us to react this way, either because we have been harmed by the vigilante instinct, or because we have heard
that slander, defamation and insult are
crimes against honor. The fact here is that words have power, and speaking them
in an offensive and accusatory way towards someone can not only hurt the person but their honor, as I am not a brand or a set of company groups, so I deserve respect, just as everyone here does.
Now, as for what you say, Peter, (I need help) In which medical report or certificate from a medical professional or psychiatrist, do you have mine or what analysis did you do on me to affirm that I am paranoid, because you As I said, it's linguistics that brings us together, so you can't make that statement just from a screenshot that doesn't even have my name!
Now your speech is actually a mockery of me! I ask you when have I failed you with respect?
About my writings or emails sent does not define me who I am, and who are you to make that judgment telling me that I am problematic.
Either you take back what you said, or we go to court, I'm sure of everything I said, I give faith and I can prove it!
Sincerely: Ivan V***
Dear ivanvidalr1, as per the statement of the regulator received by the casino and you on 19/10/23, the regulator ruled in the casino's favour. No more communication has been received about your case from 20/10/23 onwards by the casino so I advise you to submit your complaint to the regulator again as it seems to be disregarded. Your bet has not been processed and your funds returned to your account. The self-exclusion request cannot be determined if it originated from you or not due to conflicting evidence. The casino has given you a valid option to provide them with a document from a medical professional that you are not gambling addicted so if you wish to reopen your account you can use this way to do so. I'm afraid there is nothing more that can be done from my side here. Casino Guru acts as mediators for players and casinos and that also means that once the cases are brought before regulators we ha. If you feel like I have disrespected you in any way I apologize but I have only acted with respect and wanted to recommend you where to seek help. I am sorry I could not be of more help on this occasion. Your complaint will now be rejected.
Kind regards,
Peter
Dear ivanvidalr1, I was in contact with the casino representative, and according to the information provided the self-exclusion of your account has been lifted, restrictions on placing bets and making deposits were removed and you were also credited a bonus equal to 2000 real. Let me know if this resolves your issue or if you require any further assistance. Thank you in advance!
Hi Peter, I hope you are well!
Thanks for trying to help!
But, I cannot accept bribes, it goes against my character and honors dignity as a whole.
It's also not fair for 1xbet casino to have a high rating here on Guru, I know I'm not the one who judges that!
Because: the 1xbet website caused me losses, which here, and not even the website is willing to resolve, considering that the 1xbet website itself said in the emails that (1xbet:As you have been informed on several occasions, in this Right now, this is the situation:
1. ""You placed a bet of R$78.00. The bet was charged to your account,""but the amount was not credited to the game provider (which is not controlled by 1xBet). Therefore the bet was not registered in the system. Since the bet has not been registered, there are no amounts to receive. The Company cannot pay gains for something that does not exist. The essence of this bet did not occur.
Proof of all aforementioned information was provided at the time of your request to the licensee and was accepted as true and correct by the licensee.)
When you read this excerpt, I never accepted this as true! The excerpt also (You placed a bet of R$78.00. The bet was charged to your account). It already condemns the 1xbet website!
On the other hand, the site as a whole for the tactics of trying to harm me, and I also see many people being harmed, I decided to take this to the courts, so that the 1xbet website takes severe punishment, which by law it has the power to that (judge or magistrate competent in the area of jurisdiction of a court)
I also don't trust the 1xbet website under any circumstances!
Considering, from here, and through the emails and tactics of the 1xbet website in order to harm me, making statements in a single false screenshot that, nothing proves that I wrote this!
All this being said: it is in the nature of a fair trial, in which impunity does not end in a bonus, as it will not change anything in my life, I am here not even for the reason of the money in question, but rather, for the of people who must go through what I went through, because it's terrible when someone speaks or writes, or even the linguistics that bring us together, makes a human feel bad, for all this circus, highlighting that, even if the 1xbet website pays me the I don't just want that, but a punishment as has already been said above, for a better world not only for me, but for everyone.
I appreciate the collaboration and the fact that Casino Guru tried to help me, considering linguistics may separate us, but I believe in a better world!
Sincerely: Ivan
Dear ivanvidalr1, regrettably, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casino database that acts as a mediator in resolving players' disputes. As your dispute was now rejected by the licensing authority I'm unable to assist further. I can only advise you to pursue this matter legally and I wish you good luck.
I would like to ask you if you could please confirm that your account has been reinstated in which case I will mark this complaint as resolved as the self-exclusion issue was the one we were focused on in the complaint.
Thank you in advance!
Hello Peter, you can even mark the complaint as resolved, but the truth is that it has not been resolved, so this will not affect the 1xbet casino score index, which is therefore unfair, as I trusted Guru casino when I entered and registered at the 1xbet casino, so I wanted punishment from the Guru for the 1xbet casino!
I will not accept 2 thousand reais bonus!
Because: I didn't pay the 1xbet site with a bonus when I lost, and also for humiliation and moral damages and from loss to fraud, I hope the 1xbet site is aware that, In view of the above, and for the e- emails and tactics from the 1xbet website in order to harm me, making statements in a single false screenshot that does not prove that I wrote this! (and still the 1xbet website forcing me to go to a doctor, simply to deceive me, and trying in every possible way not to pay me the premium, acting in bad faith against me and causing several terrible consequences, in its shameful manipulation and cheating attempts)
On the other hand, the site as a whole for the tactics of trying to harm me, and I also see many people being harmed, I decided to take this to the courts, so that the 1xbet website takes severe punishment, which by law it has the power to this, (a competent judge or magistrate in the area of higher court assessing a merit of a court)
All of this stated above, is in the nature of a fair trial, in which impunity is not a bonus, as it will not repair the damage caused by the 1xbet website, due to the number of people it must pass through, which I passed, because it's terrible when someone speaks or writes, or even the linguistics that bring us together, makes a human feel bad about this whole circus, about all the humiliation caused to me, and inconvenience to receive an award that is legitimate, reasons for teasing for not paying me the prize, which is owed to me for all the times I went to the chat on the 1xbet website and was humiliated, and also having to expose the whole situation in public making me look bad, and even in tiring emails and exhaustive, highlighting that even if the site pays me what is owed, I don't just want that, but a punishment as has already been said above! (But this is a judge who judges)
When I lost the 1xbet website there was no problem receiving it, so I cannot accept this under any circumstances!
For a better world, enough with deceiving people 1xbet, let's go to court! I hope justice is served.
Sincerely: Ivan V
Dear ivanvidalr1,
Thank you for your confirmation of the resolution of the self-exclusion issue. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
