1xBet Casino - Player’s account closed and winnings reduced.

Hi,

I am writing to express my profound dissatisfaction and concern regarding my account with 1xBet. After successfully verifying my account for the first time, I was unexpectedly asked to undergo the verification process once again following my recent winnings.

In compliance with your request, I promptly submitted all the required documents. However, three days later, an additional request was made for a selfie with my ID and a conversation in the background. Despite providing these details, I was shocked to discover that the funds in my account were unilaterally deducted, leaving only 500 CAD. My balance dropped significantly from 6023 CAD to 500 CAD, with the explanation that I allegedly have multiple accounts with 1xBet. I would like to emphasize that this claim is entirely false, as this is my first interaction with your platform.

The lack of clarification and transparency surrounding the closure of my account and the substantial reduction in my balance is deeply distressing. I urge you to provide detailed information on the alleged multiple accounts and the decision-making process that led to the closure of my account. Additionally, I seek an explanation for the significant reduction in my account balance.

Furthermore, I would like to draw your attention to a pending refund from Jeton Wallet with Transaction ID 466545055. Unfortunately, I have not received this refund, adding to my growing concerns and frustrations.

Dear zmt6226,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru along with the confirmation of the initial verification.

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

Hi Sir,

Thanks for your response.

No on from family members opend any accounts with or any other device.

I sent to you the screenshot from the 1st verification and my communication with them when they asked for documents again,and I sent then blocked me

Thank you

My winning without any bonus

Thank you very much, zmt6226, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you zmt6226 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1xBet Casino for their help in resolving this complaint. We would like to know ask for any evidence of multiple accounts, you can provide any information to my email. (peter.c@casino.guru)

Thank you!

Dear everyone,

We would like to clarify the situation. The player's account was closed due to multi-accounting. 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. We terminated cooperation with this user due to the use of bank account details already registered by another player during deposits. We consider this a breach and cannot confirm the legitimacy of the account.

Additionally, according to clause 7.5 of the rules: Upon completion of the investigation, the company can make any decision that it deems to be fair and reasonable: 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 duplicate accounts. 

After investigation, all of the player's bets were settled with odds of 1, in accordance with the company's rules. The remaining balance on the account was 500 Canadian dollars, which were successfully withdrawn by the player on February 29th.

Best regards,

The 1xBet Team

Did you understand the case???

I am saying I don’t have any other accounts and you have a selfi with my ID

Only my friend live in the same house and is using the same address and I asked regarding that in the chat and your team said yes you can create an account with the Same adress

screen shoot while I am asking him

plus where is the refund from my Jeton wallet I didn’t get any answer for that

my total deposit was around 1600 CADand you only give me 500 ,here is 2 screenshots with 2differnt agents confirming that it is ok to use the same address if that the case

That is not correct at all

I used the Jeton wallet for my friend beacose you only allow to withdraw to the same payment method of deposit when I tried to withdraw to my bank card you said you are having an issue with this card,So I tried to withdraw to the Jeton wallet my friend,and he never use it to deal with his gaming account

it just under his name but he never used it

The reason I used it it was the only payment method worked at this time

Again His Jeton Wal he never used it with you at alll

this Jeton wallet it Just under his name but never used before in his account.

Dear 1xBet Casino, thank you for the clarification. Would it be possible to provide detailed evidence of the alleged multiple accounts to my email? (peter.c@casino.guru)

Thank you in advance for your cooperation!

Dear Peter,

I sent you an email. Please check when you have time.

Best regards,

The 1xBet Team

Thank you for the clarification 1xBet Casino representative.

Dear zmt6226, from the information provided by the casino it is clear that both accounts used the same payment method to deposit to the accounts which is prohibited in most of the casinos in the industry. I understand your frustration with the depositing but you cannot use the same payment wallet for multiple accounts. Sadly, there's not much that can be done in this situation so I will have to reject your complaint. Thank you for your understanding, 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.

Kind regards,

Peter

Sir

my Friend activated his Jet-on wallet after they blocked his account

so During the period he was with them he never used the Jeton wallet as a payment method

so what it is the Same payment method.