The player from Italy won at the casino. Subsequently, the casino suspended the player's account for alleged fraud, rejected her verification documents, and declined her payment and account closure requests. The player confirmed that she had not used a bonus and had previously verified her account. After further communication, the casino canceled her gaming contract and transferred her winnings. The issue was resolved as the player confirmed receipt of her winnings.
1xBet Casino - Player accused of fraud, winnings withheld.
Amount: €2,497
1xBet Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
After making some bets at the offline casino and winning, the casino suspended my account for fraud, rejected my documents and my request for payment and account closure. I don't know how to get my money back.
Automatic translation:
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5 months ago
Hello larapesce34,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1xBet Casino. 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? Did you accumulate your winnings with real money or did you use a bonus? Did you play casino games or sports betting? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
I didn't use the bonus, I had already withdrawn once so it was verified before the suspension
Automatic translation:
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5 months ago
Hello larapesce34,
Did you play casino games or sports betting? Please forward the communication between you and the casino to nikolas.b@casino.guru.
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5 months ago
Translation
casino at the beginning then also some bets
Automatic translation:
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5 months ago
Hello larapesce34,
Would it be possible to forward your communication between you and the casino to nikolas.b@casino.guru?
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4 months ago
Dear larapesce34,
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.
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4 months ago
Translation
hi they say that they canceled my gaming contract and transferred my winnings, I'll update you if I get the money
Automatic translation:
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4 months ago
Hello larapesce34,
Please forward the communication to nikolas.b@casino.guru.
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4 months ago
Dear larapesce34,
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.
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4 months ago
Translation
hi, they paid me, but I forwarded the communication to you
Automatic translation:
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4 months ago
Dear larapesce34,
I'm glad to hear that your issue has been resolved successfully. 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,
Casino.Guru
