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

Dear Akinkunmi,

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? Do I understand correctly that your account was successfully verified in the past and you received multiple smaller payouts?

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 day Petronela,

Nobody had ever opened an account using my device, email address or the same IP address as mine since that is specific to my device, my winnings was solely from the money I deposited into my account no bonus was included or active and yes I was able to withdraw smaller payouts in the past without any hassle.

Thank you.

Thank you very much, Akinkunmi, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Okay, thank you

Hello Akinkunmi,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite 1xBet Casino NG to join the conversation.

Dear 1xBet Casino NG,

Can you please provide any supporting evidence of your claim that the player has opened multiple accounts?

If the information can't be shared publicly, please send them to michal.k@casino.guru

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 Akinkunmi,

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 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

Dear 1xBet Casino NG,

Please provide any supporting evidence of your claim to michal.k@casino.guru

Dear Michal,

Sending the letter your way

Best regards,

The 1xBet Team

Dear 1xBet Team,

I have replied back, please provide more specific proofs to back up your claim.

Regards,

Michal

Dear Michal,

The answer was sent your way via an email

All the best,

The 1xBet Team

Dear 1xBet Team,

I have replied back, I'm still waiting for the proofs to back up your claim.

Regards,

Michal

Thanks so much for what you've been doing Mr Michal, hopefully 1xbet replies soon

Dear Akinkunmi,

I'm in contact with 1xBet Team in the background. The communication isn't great and we still didn't receive any valid proof to back up their claim about the multiple accounts, but this sometimes takes time, so for now I can only ask for your patience. If there is any development we will let you know.

Dear Everyone,

The message asked by the CasinoGuru team was just provided to their mail

Best regards,

The 1xBet Team

Dear Akinkunmi,

Can you please confirm if your gameplay is sports betting related?

Yes it was a sport related betting.

Dear Akinkunmi,

As your complaint was sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. If you didn’t know that yet, our Casino.guru complaint forum deals with complaints regarding online casinos and online casino games only. Although we have received some information from the casino, we wouldn't be able to advise you correctly as we don't have enough insight into sports betting. We wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint. Thank you for your understanding.

You can try to submit a sports betting-related complaint on these websites:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Michal