The player from Peru had issues with 1xBet Casino. After attempting to withdraw his winnings, his account was blocked and he was asked to provide identification documents and a psychiatric certificate. Despite complying with the request, his documents were rejected, putting his nearly $2700 at risk. We attempted to assist the player and requested more information to clarify the situation. However, due to the player's lack of response to our messages and questions, we were unable to proceed with the investigation or provide potential solutions. The complaint was consequently rejected.
1xBet Casino PE - Player's withdrawal blocked, account is at risk.
Amount: 2,700 S/.
1xBet Casino PE
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
6 months ago
Translation
I am extremely disappointed with the situation I am currently facing. 1xbet is causing me emotional distress due to stress and frustration. Everything was fine until I tried to make a partial withdrawal of my funds about a week ago. Like many others, I experienced issue with 1xbet's system when trying to withdraw via bank transfer - a fact that was confirmed by a chat operator. I decided to wait for a few days, but suddenly, while I was engaged in a live bet, they blocked my account and told me to communicate with block. I sent them an email where they asked me to send them a photograph of both sides of my ID, and also a psychiatric certificate stating that I am not suffering from gambling addiction. This required investment of my time and money to obtain such a certificate. I forwarded these documents via email to "block," but they responded today saying that they do not accept these documents. I told them that I could give them the mobile number of the doctor to verify the authenticity of the document, or give me a call to verify my details, but they did not respond. This situation has caused me emotional harm because not only am I afraid of losing nearly $2700 that I have in the account, but I also had to spend more money to get evaluated by a psychiatrist and invest my time in providing the documents they requested. I am seeking assistance to enforce justice for myself. My login is with my email.
Automatic translation:
Public
Public
6 months ago
Dear lisbeth117lourdes,
Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re facing with 1xBet.
To assist you further and address your concerns effectively, could you please provide more details on the following points:
- Can you specify the exact date and time when you attempted to make the partial withdrawal of your funds and encountered issues with 1xBet's system?
- Have you received any communication from 1xBet regarding the reasons for blocking your account and the specific requirements for unblocking it, such as providing a psychiatric certificate?
- Could you share any documentation or screenshots of your interactions with 1xBet's support team, including emails exchanged and any responses received regarding the verification process? My email address is petronela.k@casino.guru.
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
Public
Public
6 months ago
Translation
Hello dear, I just sent you the entire conversation with 1xbet and the information you requested to your email, I hope you can help me, as I repeat, this company is causing me great psychological and emotional damage that they will surely not be responsible for. I hope you can help me not to take other paths and act out of pure frustration, best regards.
Automatic translation:
Public
Public
6 months ago
Hi lisbeth117lourdes,
- Thank you for your emails. I'm still unclear why the casino is asking for such an uncommon document from you. Can you please confirm if you've ever discussed a gambling problem when communicating with this particular casino or if you've previously self-excluded from any other gambling establishments?
Thank you.
Public
Public
5 months ago
Dear lisbeth117lourdes,
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.
Public
Public
5 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
