1xBet Casino PE - Player’s account was closed and his withdrawal confiscated.

Hello friends of casino guru and the community, I come to file a complaint with the 1xbet casino since it closed my account and does not want to pay me the sum of 1,035.58 USD American dollars, at the beginning I had two normal withdrawals but the third one they no longer allowed me and They asked me to contact the security department to verify my account, which I sent my documents, everything was in order, thinking that they were going to verify me and later pay me the balance I had in my account, but it turns out that the security department did an investigation and They send a message indicating that I have multiple accounts and they mentioned a certain [name hidden by Casino Guru], who I do not know and have no relationship with that person, please ask Casino Guru to intercede and see why they really don't want to pay my winnings since I think that 1xbet is using another person to relate to me and in that sneaky way not to pay my winnings which is totally false, I hope you can understand my case, thank you.

Dear CESAR76, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus? What types of games did you play (slots, live casino games, sports betting)?

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, 

Veronika

Hello, the IP that I use is from a mobile network and no one but me uses it, the verification is that I sent my documents, I did not use any bonus and I played live casino and bets.

Before we proceed with your case, could you please forward me all the relevant communication between you and the casino regarding the closure of your account? My email address is veronika.l@casino.guru. Please include all the evidence that could help us with the investigation. Thank you.

I have already sent the data as requested, thank you!

Thank you very much, CESAR76, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello CESAR76,

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 PE to join the conversation.

Dear 1xBet Casino PE,

Can you please furnish us with further information along with supporting evidence regarding the player's supposedly multiple accounts? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Dear Michal,

We have sent you an email to the provided address with all the possible information regarding the reason for the account suspension, ensuring we do not violate the security of personal data.

Best regards,

The 1xBet Team

Dear 1xBet Casino PE,

Thank you for your email. I have replied back with some additional questions to better understand the whole situation.

Dear Michal,

We sent you an email with the additional information you requested. Please review it at your earliest convenience, and if you have any further questions, we are here to assist you.

Best regards,

The 1xBet Team

Thank you for your emails and the provided evidence, 1xBet Casino PE team.

Dear CESAR76,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to failing the KYC process and breaching the casino's terms and conditions - multiple accounts created close one after another from the same IP address, device ID, and engaging in the same or very similar gameplay. Casinos have a very strict policy regarding multiple account cases that have been used in this way. 

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru