1xBet Casino - Player's winnings have been confiscated.

Hello!

I have problems with 1XBET casino!

I'll tell you about everything in order.

On November 19, I sent a photo of my passport to the casino.

On November 21, at the amended request of the casino, I sent a photo of pages No. 1,2,3,11 of the passport.

On November 22, I sent screenshots of the Neteller profile, the last deposits from the payment wallet, a screenshot of verification, a screenshot of the payment cards section to the casino.

On November 23, I sent a selfie with a passport in my hands against the background of correspondence with the casino security service.

On November 24, I was unable to log into my account due to its blocking. The casino did not provide any explanation. I did not receive a response from the casino to my questions regarding the reasons for the blocking. The casino indicated the need to follow the instructions to unlock the account.

On November 30, I filled out a questionnaire in my personal account and sent a screenshot of the deposit, as requested by the casino.

On December 08, at the request of the casino, I uploaded a screenshot of the payment wallet, a screenshot of the last deposits, as well as a screenshot with received winnings from other casinos to my account (these funds were used to deposit at the 1XBET casino).

On December 12, the casino requested the provision of documents: a notarized copy of the passport, screenshots of the payment wallet by mail. I mailed these documents as soon as possible.

On March 11, a photo was sent with a sheet of paper with the specified code and the current date.

I also passed the video verification via Skype.

Later, the casino accused me of violations, BUT no evidence of my guilt was provided.

The casino gave me the option to withdraw my deposit, but they confiscated $630.

I need your help in resolving a dispute with a casino.

Dear Ubivashka,

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. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that you have not received any clear explanation regarding the confiscated winnings? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Dear Guru,

I have had successful withdrawals before. The winnings were accumulated without attracting an active bonus.

Yes, the casino did not provide a clear explanation for the confiscation of winnings, nor was the relevant evidence provided.

Messages between me and the casino are sent to kristina.s@casino.guru.

на отправку на kristina.s@casino.guru + переписка с казино

Здравствуйте! В приложении к настоящему письму высылаю сообщения между мной и казино.

Hello! Attached to this letter I send messages between me and 1xbet casino.

Thank you for your reply, Ubivashka. Unfortunately, I have not received any emails from you. Could you please forward everything again? Thanks.

good afternoon, sent again

Thank you very much, Ubivashka, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Ubivashka,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite 1xBet Casino to join the conversation.

Dear 1xBet Casino,

Can you please provide information on why were the player's winnings confiscated?

If the information can't be shared publicly, please send them to michal.k@casino.guru

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 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 Team

Dear 1xBet Casino,

Please provide any supporting evidence of your claim to michal.k@casino.guru

Dear Michal,

The email was just sent your way

Best regards,

The 1xBet Team

Dear 1xBet Casino,

Thank you for your email, I have replied back. Please provide any other relevant information to back up your claim.

Dear Michal,

The email was sent back your way

Dear 1xBet Casino,

Thank you for your email, I have replied back.

Dear Ubivashka,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient, evidence of multiple accounts created closely one after another, from the same IP, Device ID.

Similar game patterns and payments to multiple accounts from the same IP have also been detected.

Under these circumstances, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way.

As I have informed you via email the Curacao gaming authority has ruled the complaint in the favor of the casino and we agree with this decision as well and their decision is final.

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 and we will try our best to help.

Best regards,

Michal