1xBet Casino - Player’s account has been deactivated.

My 1xbet account is blocked and my winings money.i won 21136$ and i was wanted to withdraw my money by it rejected with the securit team and i email they asked me to send my id card both sides a send them then they asked me to take selfie with my identiy near my face and the inbox mail that i email with them.Then they said wait will give u answer after 22hrs they send for me you acount is blocked with my money but that is scum i have my right so please i need my account and my money i dont any money excpet that. I have my rights

Dear mahamed123,

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 advise if you’ve accumulated your winnings with or without an active bonus? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to 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

Dear Petronela

Thank you for your response sir.i was playing slot but mostlt a played 1xgames i have won in demnos in my winning money and i have spent more money like 500, 600 and more that is fair sir . Ihave my rights sir. They askem me to email scureat team i have email with and i have sent what they asked me and they rejected my account and my money that is scum sir

Thank you, , for your reply. Could you please clarify the following phrase?: "i have won in demnos in my winning money"

Do I understand correctly that you played in demo mode? Have you deposited any funds into your account?

Thank you for you reply, i deposited money yes sir more than 8000 and i have won my money in demons sir. Please help me to get my account and my money back sir 1xbet need to scum my money sir that is fair sir

Thank you for the clarification. One last thing before we'll contact the casino directly, could you please forward the personal documents that you provided for the verification to petronela.k@casino.guru?

Ok sir i will sent for you sir I have sent now plaease help me to have my money i dont have any other money sir only have that money

Thank you very much, mahamed123, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you ver much sir please resolve my problem am relly need my money account back please sir.

Hello, mahamed123,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1xBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1xBet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru). However, please note that only an explanation is not considered sufficient evidence.

Thank you in advance for providing the information.

Dear mahamed123,

Thank you for contacting us.

To understand all the situation, please describe your question in more details and provide your client ID number. We'll surely check all the necessary information and get back to you with an answer

All the best,

The 1xBet Support

Thank you both for your replies.

Dear 1xBet Casino Team,

Can you please look at the player's issue using the provided ID and answer the questions from my previous post?

Sir i have send every thing they asked for the securet team to 1xbet i have told you what they asked my personal information my idetiy every thing and i didn't broke any rule so they almost 1 month and i have not get ny account and my money back i am so so important for ny money i dont have what to pay to my college fees and my normal life i dont has any money expet that miney so am very important for my miney please give back to my money. I have the right to get my money it is not to scum my money 1xbet casino. I deposite more money and if i lose the money it is ok but if i get winnigs it is not to blocked my account and take my money that is scum i have my right for my money

Dear mahamed123,

We've checked all the necessary information regarding your situation. Your account has been blocked after a thorough investigation by the Security Service because of the violation of the multiple accounts Terms & Conditions 2.27 and 2.28:

2. 27. Each registered customer may have only one account. Customers may register only one account per family, address, e-mail 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.

2. 28. No registered customer may be re-registered as a new customer (under a new name, with a new email address, etc.).

According to the Terms and Conditions, you can withdraw the amount of your deposits:

2.31. 1xBet Bookmaker Company has the right to cancel all winnings and refund the balance from your main and duplicate accounts.

We received the information from the Security Service, that you have already withdrawn the amount that exceeds the total number of your deposits. Thus, the Company has fulfilled the obligation to you and the decision on your situation is final and non-negotiable

Best regards,

The 1xBet Support

Dear 1xbet support

What you are telling is non i have done i didnot withdrawn any money of my deposite i have nit withdrawn any thing an what are telling that is not true. I didnot make any fake name and identiy so you want to scum my money for the false you are telling. What i make many account is that my yonger brothers my friends make them for my phone because they do not have phones that way i used a rejister but i have talling you the reason but i swerar to allah i didnot make any fake names or identiy and i have no withdrawn any money of sum of my deposite. You are telling false yo need to scum my money 1xbet cassino you are theifes you need to scum the pepoles money by telking fake rules to the players .i have my right to my money and my account back that is fair

Hello casino guru sir i didn't done any thing wrong sir i didn't broke any rules and i have not send fake names their are telling false they need to scum my money idont have any money sir am poor am in somalia i dont have what to bay for my life my fees my food my clothes and shelter i dont have any sir i need my money and my account back sir i did not done anything wrong sir

I am sorry for the delay.

Dear 1xBet Casino Team,

Thank you for your email. Unfortunately, the provided explanation is not enough to support the casino's claims and decision. Please, look at my last email and reply to it.

Dear mahamed123,

The casino representative meant that you (overall) withdrew more than you deposited during the entire existence of the account. So basically, you received more from the casino than you put in.

However, you admitted also your brothers and friends played in the casino and used your device. Are you please aware that this is strictly prohibited and it means the casino's Terms and Conditions were breached? How many accounts were used from your device, please? What games did you and your friends play in the casino the most? Did any of these accounts use bonuses? If yes, what bonuses?

As for the disputed amount, you stated it as the amount in USD. Is this amount in USD, or are we talking about Somali currency (SOS)? It is a significant difference between these currencies.

Dear Branislav

Sir i am aplogising for the mistake that i broke the rule of using many accounts in my device but the reasons they used it is the didnot have any mobiles so they beagme to use my device for they account. So sir the accounts log in my device is my account and five for my friend and my brothers. I played dominos and slots casino games we play those games sir my money is 21136$ USD dollars . I dont have money sir if i get more than what i deposite my account it is my lucky sir i get it fo luck sir it is not be scum what the player playing you 1xbet casino and get i lucky for money it is bot be taken he get for lucky and the games is you get luck or you lost . So i have my rights for my money sir i need to get my money sir i do not have any money i am poor sir and you also known i live where to fighting somali we do not have any thing we live in coraption counrty i need my money to pay my life my fees and to live to it sir please help me get my money back sir .

Sir i do not have any money to pay for my fees and my life for what to feed or to get clothes and my college fees am so poor what i get is that money i spent what i have to get a money to use to pay my fees and live to it sir . A live in somalia you know our law is not good for the pepole live inside the country where do not get good life and i do not have anything except that money sir i need my money back sir it is not scum it is sir it is fair to me sir that is what i have sir nothing else sir am so poor that what i need to live with it sir

Dear casino guru

Sir am wating since last month sir for my money and my account sir and i have repoted you what 1xbet casino done to me sir they need to scum my money sir and that is fair to me because i have my right sir for my money because it is my winings and it belongs to me sir.They have not to scum my winings sir and what is my luck that is my money sir and i need it relly sir because i dont have any money am stress sir for that sir. They have to take our money by force sir 1xbet are scuming what belongs to the pepole who playing casion and you are the leader for the casion members so please give it back my account and my money sir am relly suffering i dont have what to marrieg my life sir am telling the reality sir i dont have what to get pay my fees my food my shelter

Dear mahamed123,

I am afraid there are still questions that have not been answered yet. Therefore, I will repeat them.

"However, you admitted also your brothers and friends played in the casino and used your device. Are you please aware that this is strictly prohibited and it means the casino's Terms and Conditions were breached? How many accounts were used from your device, please? What games did you and your friends play in the casino the most? Did any of these accounts use bonuses? If yes, what bonuses?"

Dear branislav

Sir am aplogesing and am very sorry for the mistake i have done that i allowed my brothers and my friends to use my device to log in their accounts to my device am very sorry for that and it will not happen again sir. I will not allowe any person to use my device to play with they accounts sir.

Sir they was like 3 accounts sir and my account is 4 accounts sir. We play slots games sir and 1xgames almost we play the slots casino games like lucky dice,5clover,dice fire,burning sun sir and 1xgames i play dominos sir. I dont use bones but i get cash backs in my account that when i play i get cash backs in my account in 1xgames and the lucky wheel that give me some times money that i get form the game that sent to me if i win i get money and if i lose the free lucky wheel sir. Sir and i have nothing to pay with my life fees i do not have any money sir except that money sir please help me to get back my money and my account back sir please sir atleast give me half of the money sir am relly suffering sir i do not have what to eat and nothing to pay with my fees college and my shelter sir please sir

Dear mahamed123,

You mentioned that you deposited $8000 to the casino. Then your claims are contradictory, and it does not make sense.

Were your friends/brothers fully verified in the casino? How do you imagine proving (except for the claim) that you did not use the other accounts used on your device?

Sir i have told you that i dsposite more likw 8000 dollar in my account not my friends and brothers . My brothers and my friends use my device and they are verfied by 1xbet casino sir. Sir i did not use any other accounts in my account you can look how many accounts were log in my device you can look it sir am telling you the truth sir and now is almost two months and i dont have my money and my account back sir am relly so important for my money an my account sir .it is not to scum my money sir and i have told you every thing you asked me and the 1xbet securit team i also told them every thing you told me sir i need my money back sir i have my right for my money sir

Dear 1xBet Casino Team,

Could you please provide us with the information if other connected accounts were fully verified in the past?

Can you explain in detail what is the player accused of? Although there were more accounts playing in the casino from the same IP/device, what was the (unfair) advantage for the player(s) playing in this way? Or, how was the casino's system/program abused?

Where could I find complete Bonus Terms and Conditions for Cashbacks? Were any other bonuses used in the connected accounts? If yes, what exact bonuses were used? Was any no-deposit bonus used in any of the connected accounts? If yes, in which accounts?

Dear Everyone,

The message asked by the CasinoGuru team was just provided to their mail

Best regards,

The 1xBet Team

Dear casino Guru

Sir am tied for wating my money and my account sir it is not to take what belongs to me and i have my rights for my account and my money sir and is almost 3 months now that am telling you to help me get my money and my account form 1xbet casino that locked my account and my money and it is not right to blocked what belongs to the customer that using his account he has his right for his account and his money to deposite and withdraw his money it is not to take force what belongs to the customer . So sir the point i get their is 1xbet account need to get two profit any time they need only the customers to lose every time and they get the profit only their company if the player deposite his money if he lose they get profit and if he get winnings they are saying you have to not withdraw you money and then they are saying you broke some rules and they will block you account so they get the money and more profit they are every time getting profit they do not want any lose but that is not right and the customer has his right for his account . I have done only one mistake that i have told you already and that mistake came for lack of having one phone in our home so that my brothers and my friends use to log in their account for my user phone and i aplogise about that sir the human can get mistake sir and it will not happen again i told you already sir it is not take my money 21136$ only by one mistake that already told you and i didnot now that rule when i am rejestriting the accounts for 1xbet the didnot response those rules if they response before i creat my 1xbet account and i broke the rule that time i will not complayn anything but they are telling the rules after you get good winnings they are saying you broke this rule first why thy didn't notice the customers no one will broke any rule but they are noticeing when you get good winnings and that is not right they need to scum pepoles money and the people have their rights sir. And as you are CASINOS GURE you are one of the courts that the customers came to them so that they get their rights and what belongs to them back from who wanted to scum and am thank you for what you do fore the customers sir and am beaging you sir please return for my account and my money back i cant wait it sir i was wating almost now 3 months sir please give what belongs to me back sir i cant every week only one messege why only one replying taken 1 week and it can get 1hr every response you can exam every answer 3hrs or 1day but 6 days it is to far to me because my money and my account have taken force for me and i do not have any thing except them sir. Please sir i need my money and my account back as soon as you can sir you can see what am suffering sir i am so poor i do not have anything without my money sir and everything is you hand sir i can get my money and my account as you are casino gure so please get me back my money sir .

Thank you, 1xBet Casino Team, for your email and the explanation. However, my questions still have not been answered at all. Now I would like to clarify the situation with the player and also discuss the case internally with my team after providing the necessary information.

Dear mahamed123,

Based on the email and explanation provided by the casino, I would like to ask you a few more questions. I would also highly appreciate it if you could answer them briefly.

Did you also play sports betting in the casino? Did any of the connected accounts play sports betting in the casino?

What types of games did you play in the casino, and what type of games did you play most there?

From what type of games most of the disputed winnings were obtained?

Dear casino Gurur

Sir yes i played casinos games and most i get the more wining games are 1xgames game dimons and casino i play slots games like mac, clover fire, lucky dice,Da vice dice,and others sir. Abd i bet sports some times sir also bet sports . Please sir it is almost 3 months now for my court for 1xbet casino and i need my money sir almost stresse buy beging yo get my money and my account back to me from 1xbet casino sir please i need my money sir and my rights for what belongs to me sir

Dera casino guru

Sir i was waiting today to get my answer is friday today why are you adding 3 days after now it was sabostu get it today as 1 week because you give me 6 days to get my answer and today is the meting day sir what is happening

Dear mahamed123,

I am sorry for the delay. However, I asked you several questions and you did not answer them all.

How often did you play sports betting? From what type of games most of the disputed winnings were obtained? Approximately what proportion of the winnings was obtained from sports betting? Did any of the connected accounts also play sports betting?

Dear casino guru

Sir i have answered it already asyed i get the more winnings from 1xgames in dominos i get the all approxmitaly winings from dominos sir i didnot gate any winings in betting sports sir. But the other accounts i used to betsports but i didnot get any winings grom them sir. Am so tired for wating every week one answer and know am so tired for this sir am very deamage for my life i only have that money and i need it so important sir please i want get my account and my money back sir please let them to allow my account active and my money back to withdraw it safety sir what am complanting for 1xbet casino is what is mine they have what belongs to me am begein them to get what i have work it and won it is not what belong to them sir

Dear mahamed123,

Please note that every involved party (the player, the casino, the casino.guru employee) has 7 days to respond, and your complaint is far from the only one that has been filed on our website.

As for your issue, do I understand correctly from your last post that you used other accounts for sports betting?

Greetings all,

Thank you, mahamed123, for the additional information. In one of your last posts, you mentioned that you used other accounts for sports betting but you did not win anything from sports betting. So, do I understand correctly that you used the other accounts and played sports betting with these accounts?

Dear 1xBet Casino team,

Could you please look at my last email regarding this case and provide me with the requested details?

Dear Branislav,

The mail was sent your way

Best regards,

The 1xBet Team

Dear casino guru

Yeah i a betsports betting with this accoun now is blocked and i told you that i do not rember it if i win or lost because i dont take iscreen shot and i cant log in it because is blocked with the 1xbet casino and also same with one accounts which my brother and my friends log in with my user with they accounts and their bet sports using their accounts and they said we bet but it was to far they cant rember if they win or lost but the believie the done betting sports sir

Dear mahamed123,

After gathering all the necessary information, and having an internal discussion with my team, we decided to close this complaint as unjustified due to breaching the casino's terms and conditions - reasonable grounds to believe you registered and used more than one account in the casino.

Online casinos also need to be protected against abuse by players, and rules forbidding multiple accounts per player are one of the ways how to prevent their system or bonus offer abuse, and in this case, it would be very hard or even impossible to prove that you did not play with the other connected accounts. The casino has it clearly stated in its Terms and Conditions, and you accepted them during registration. The breached rules can be found HERE - section 7.1., rules 1. and 2.

For the future and playing in other online casinos, we strongly recommend using an account in accordance with the casino's Terms and Conditions. It means you can use only 1 account per player/device/IP/household/etc... usually detailed in the Ts&Cs of the majority of serious online casinos.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru