The player from Nigeria had claimed that her account with 1xbet was locked. Despite having provided the necessary documentation and having had her account previously validated, it was blocked again when she attempted to withdraw her $19,000 balance. She expressed frustration over the repeated verification process, especially as she was due to start military service. The casino maintained that a new verification process was necessary due to suspicions outlined in their regulations. The player was asked to cooperate with the casino's security department and provide the requested screenshots for verification. We extended the complaint's timer twice to allow more time for the player to respond, but she failed to do so. Consequently, we had to reject the complaint due to lack of further response from the player.
1xBet Casino NG - Player’s account was blocked.
Amount: 28,000,000 ₦
1xBet Casino NG
Safety Index:Below averagePlayer stopped responding
REJECTED
Case summary
hello casino guru team,am Rosalie.
I have an account locked with 1xbet,my account have been locked on 17th of october 2023,i provided my identity document used for registration and did a selfie with my id document to verify my account, they finally validated my account and i was able to withdraw so i was verified but they blocked bonus for my IP so i don’t have any bonus with them no more.I continue using my account normally and added my perfect money account , i made some deposit and won, but suddenly when trying to withdraw, they still block my account , that was on 9th of november so less than 1month, i chat them again , they asked my perfect money wallet screenshots, i provided them with these screenshots.Suddenly i received message that my account was blocked and i should claim. i did the claiming but nothing changed. Note that my account have been already approved with my identity, the only thing that changed was adding a perfect money account that belongs to me.
Dear Miwadinou,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
Do I understand correctly that you had ₦28,000,000 (dispute value) in your casino account when it was blocked?
Did the casino explain why your account was blocked? Please forward all the relevant communication between you and the casino to 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
Yes i have 19000$ balance in my account.
No explanation they just told me that my account was under verification.
If they need anything they should everything at once because the only that changed was adding my perfect money, i am ready through any verification process because i will be starting my military service in 9days and it will be for 6months so they shouldn’t complicate the verification because my account have been validated before.
Thank you very much, Miwadinou, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello Miwadinou,
I'm Michal, and I have taken over your complaint. I have reviewed this case, can you please confirm if any of your family members or household members have an account at 1xBet Casino NG? 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 more clarification on how should the player breach the bonus rules when the player was restricted by you from receiving bonuses? In case there is a valid suspicion of multiple accounts originating from the same location, please send any corroborating evidence to me at michal.k@casino.guru.
My account have been created with a friend who helps me the first time , nobody of my family plays 1xbet, and as bonus have been revoked,I didn't use any kind of bonus as they let me use my account like that,if it was a problem they should have block my account but they validated my account and I continue using it.
Dear Everyone,
At the moment, the user needs to continue following the instructions provided to their account to complete the verification process. Anything else will make more sense to talk about after the verification is done
Best regards,
The 1xBet Team
I think 1xbet team is just trying to duplicate the process,my account have been approved since October,and as you can see I have also provided my perfect money activity since November, today they asked me to provide again screenshot of my deposits on their site,while it have been already provided to them by mail 2months ago.
Dear Miwadinou,
I acknowledge that the casino's request for the documents and selfies may seem excessive from your perspective; however, such requirements are actually quite standard. The casino team may ask for different documents during the Know Your Customer (KYC) and Anti-Money Laundering (AML) processes. My suggestion is to cooperate with the casino team in providing the requested information so that we can move forward with your complaint.
Dear 1xBet Casino NG,
Could you kindly offer additional details regarding the request for the player to submit the same documents that have already been provided? If the initial documents were not accepted, it would be appreciated if you could provide an explanation and clearly outline the specific criteria a document must meet for acceptance.
Dear Everyone,
Unfortunately, due to the confidentiality of personal correspondence with the security department, they cannot provide this information to third parties. We sincerely ask you to carefully review the instructions sent by the security department on the website and continue the dialogue with them.
Best regards,
The 1xBet Team.
Dear 1xBet Casino NG,
I appreciate and uphold the confidentiality of private information. However, it's essential to note that without all the necessary details, we may not be able to thoroughly assess this complaint and offer the required assistance. This could result in categorizing the complaint as unresolved, potentially affecting 1xBet's rating negatively. If certain information cannot be shared publicly, kindly forward it to me at michal.k@casino.guru
Dear Miwadinou,
According to the company's rules, the Security Department may conduct a re-verification in case of any suspicions outlined in our regulations. As this is an entirely new verification process, screenshots from two months ago do not reflect the current verification situation. Therefore, we kindly ask for your understanding and once again carefully review the detailed instructions from the Security Department. Please strictly follow the instructions and provide the requested screenshots.
Best regards,
The 1xBet Team.
Dear Miwadinou,
As per the Security Department, the information you provided is currently under review. Therefore, we kindly ask you to wait for further instructions after the verification of the submitted information.
Best regards,
The 1xBet Team.
Dear Miwadinou,
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.
Dear Miwadinou,
Could you kindly furnish me with an update on the current situation?
as i said they are asking me to hold a code and do a picture, they are just duplicating this process, i am doing my military so i can’t follow well this process.
Dear Miwadinou,
I empathize with your frustration regarding the extended verification process. However, as communicated by the 1xBet Team, the current verification situation is distinct from two months ago due to the implementation of a new verification process.
I recommend cooperating with the 1xBet Team, as the necessary evidence is crucial for progressing with your complaint. Without it, we won't be able to address your concerns effectively.
Please let me know once you send the 1xBet Team the required evidence.
Dear Miwadinou,
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.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
We’ve reopened this complaint at the request of Miwadinou. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Miwadinou,
Please forward all the previously required documentation to the casino team and add my email address michal.k@casino.guru in the "Cc" as well so I can keep track of it.
Hello team Guru, after sending the requested document, they blocked my account and held my balance without specific explanation, they can't tell me about multiple account because since the beginning they've let me use my account even with the alleged multiple account and block my ability to get any bonus from the account,so why are they blocking my account for same purpose?
Dear 1xBet Casino NG,
Please forward supporting evidence of the alleged player's multiple accounts to me at michal.k@casino.guru
Dear Michal,
We have sent you an e-mail. Please check back as soon as possible.
Best regards,
The 1xBet Team.
Dear Michal,
I have sent you an email with additional details. I hope this helps to clarify the situation. Please check back as soon as possible.
Best regards,
The 1xBet Team.
Thank you for the information, 1xBet Casino NG.
Dear Miwadinou,
While we have received information from the 1xBet team regarding the actions they took, they were unable to provide any evidence to support their decision because of their privacy policy.
One crucial detail emerged from our conversation with the casino team. Despite being previously flagged by their security team for bonus abuse and potential multiple accounts, they allowed you to continue playing. This created a situation where you could deposit and play, but you had no opportunity to withdraw any winnings, which appears unfair. Unfortunately, to gather all the additional information and, most importantly, the evidence we need, we require a notarized power of attorney signed by you to assist you further.
If you are willing to go this route and are happy to furnish us with a notarized power of attorney, I will send you the form via email. Please be aware that the authorization service provided by a notary or a solicitor often incurs additional costs that need to be covered by you, as it is typically not provided for free, but without the power of attorney, our future assistance will be close to zero.
Please let me know if you want to pursue your case further.
Dear Miwadinou,
I have sent you an email with the power of attorney form and brief instructions. Once you have all the documents, please send them to me so that we can move on with your case.
