1xBet Casino - Player's account and winnings confiscated for alleged multi-accounting.

i have been using 1xbet for 10 month, in these 10 months i have too many successful deposits and withdrawal and everything was fine.But the problem occur as i win some good amount last month and when i try to withdraw they ask for kyc document. After sending all the document and completing verification they ask if i have a relation with another person, which i answer yes as i know the person but that person is not even my relative or live in my country. After that they close my account reasoning multi account and confiscated over 4100$ and now i only have 50$ in my account which i can withdraw.

They do not share or provide any evidence or any logic.

This was the last email i receive from 1xbet

You can withdraw the deposited sum only.

We are bringing to your notice that we made a decision to stop any collaboration with you (closing your gaming account) on the basis of General Terms and Conditions of the Bookmaker Company:

Upon completion of the investigation, the company can make any decision that it deems to be fair and reasonable:

1. To block (close) the account (including any multi-accounts), which may entail:

- all bonuses, free bets and winnings received from those bonuses and free bets when using this multi-account becoming void and lost to you

- at our sole discretion, to cancel all winnings and refund the balance of your account at the start of the investigation (minus any canceled winnings) made from your main and multi-accounts. We also have the right to refund any amounts that are owed to us in connection with this multi-account, directly from any of your accounts (including any other multi-account).

2. At our sole discretion (in exceptional cases), to allow the continued use of the main account and recognize it as valid, while all bets placed by you from the multi-account will be voided, the multi-account(s) will be blocked and/or canceled by decision of the company (the decision is made for each particular case individually, according to the extent of the violation).

The decision was made after rigorous investigation of the case by The Security Department.

We ask you not to create gaming accounts with The Company.

Due to the fact that your actions have been recognized as flagrant violation of The T&Cs of our Company, the decision of stopping any cooperation with you was final and not subject to further appeal.

All further questions concerning the case of blocking from your side will be ignored.

Dear adamkhaan,

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 clarify what connects you to this person?
• Do I understand correctly that you passed the verification?
• Did you accumulate your winnings with or without an active bonus?

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

Could you please clarify what connects you to this person?

She is mother of my friend. My friend live in New Zealand and we play dota2 game.

Do I understand correctly that you passed the verification?

Not sure. i meant that i send all the required document with selfie to complete my verification.

''thank you for providing the requested data. Your data is under verification, please wait for notification to your e-mail from the Security Department. and after i receive another email in which they ask if i know that person

Did you accumulate your winnings with or without an active bonus?

I never use any bonus in 10 months

Thank you very much for your reply, adamkhaan. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

these are the email after i send them all the required document.

Thank you very much, adamkhaan, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi adamkhaan,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite 1xBet Casino to join the conversation and contribute to the resolution of this complaint.

 Dear everyone,

According to the Security Department, the player made deposits from the wallet of the mentioned other user to their own account and also admitted to being acquainted with that person. The gaming account was blocked due to a violation of the company's rules, which the player agreed to accept and comply with.

According to the company's rules: Customers are allowed to register only one account per family, address, email 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. 

Best regards,

The 1xBet Team

Dear 1xBet Casino team,

Could you please send any available evidence to support your claims of multiple accounts to my email address (peter.m@casino.guru)?

Dear Peter,

We have sent you an email. Please check it when you have time.

Best regards,

The 1xBet Team

Thank you 1xBet Casino team for your email.

Dear adamkhaan,

Considering the available information about your case, I'm afraid, I won't be able to help you. Opening multiple accounts and using the same wallet for payments is forbidden in most if not all casinos.

Dear adamkhaan,

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 available evidence supports the casino's claims of multiple accounts and 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.