1xBet Casino - Player's winnings have been confiscated and his account blocked.

I deposited total amount of 6499usd on my account and won 68400 usd, i placed a withdrawal of 20000usd , they asked amount of documents that i provided within 2days.After waiting they now told me that my account was blocked without reason that i should appeal, after appealing they asked to send documents notarised to mexico while they have offices and licence in my country.They told me that they are suspecting that i provided fake identification documents, but i have sent they notarised documents and since then i have no access to my account.

after sending documents they asked to answers some questions

3days after they share a code that i should hold for a pic it is done

5days after they still asked same picture it is done

They asked a skype call, it is passed

They now asked to fill a very long form asking if i changed since, if i have family playing football, all these things.

I am tired with these nonsense procedure, i have provided everything concerning the account and sent documents notarized to Mexico so just unlock my money hardly earned.

1xbet is known as a company holding people money without reason.

Dear wachinoujoel,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if all the documents you sent for verification were approved? Could you please specify when exactly you sent the last documents necessary for verification? Have you provided all the documents on time and in the correct format?

Could you please specify what types of games did you play?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

we started this processus on 28th april and i have finished sending all the identification documents on 29th april and they appproved.

They asked me source of funds , i provided my crypto wallet investment statement, my bank statement and some contracts of rental to proof my funds.

so they waited 1month and told me that i have to send notarized documents (id card, passport, source of funds, proof of adress, my bank statement, contrats, proof of deposits on 1xbet)by land, i sent all these , they confirm reception.

they later asked to fill some forms

i did a skype call witch i passed

another form that i already( all the questions don’t concern a normal verification, because they were asking if i changed sex and some others questions) anyway i fill all the questions

Now the last thing they are asking to provide is that same form handwritted, i should answer same questions and send through land, they are just complicating the verification procedure, note that am in africa and before post deliver to Mexico it takes at least 30days, they are just delaying, i don’t know what the response to these questions that i already answered online will change in the process.I just want my money, i have prove my identity with notarized documents and my source of funds, i think it is enough to release my money.Please help me!

i bet on football live, i frequently bet on under goals sometimes on outcome of some matches.

Note that i have done a video call skype with, i answered every questions they asked and they told me i passed. i don’t know why they stopped process because of questions like my favorite sport, if i changed sex , what is my strategy, if i do anything illegal.All these have been answered online

answering your question about the type of game that i play : i play both casino and football incomes , i don’t really know it matters, please help to have my money back.

Thank you very much, wachinoujoel, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.

Hi wachinoujoel,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite 1xBet Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Regards,

Tomas

Dear user,

At the moment, we ask you to please follow the instructions provided to your account. If there's something you may struggle with, please let us know so that we'll be able to assist you with that

All the best,

The 1xBet Team

Dear wachinoujoel,

Could you please inform us about the casino's next instructions and notify us once you've completed them?

Thank you.

Kind regards,

Tomas

They asked to send a document through post to Mexico, it is just a form that i have already filled online on their site.

I recommend you do it because otherwise, I'm afraid we cannot move forward.

While this can be frustrating, please have a look at a very similar case I had: https://casino.guru/1xbet-casino-the-player-struggles-to-verify-his-account

The player followed all the casino's instructions and ultimately got the payment.

Kind regards,

Tomas

or maybe i should provide every documents the guy provided ? because i can’t be sending one document after another, all this are taking time

I don't think that will work for you. Just follow step by step.

Kindly let me know once you have sent the requested documents to Mexico so we can investigate further.

Best regards,

Tomas

Dear wachinoujoel,

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.

The parcelle have been sent , am waiting for notification.

Thank you for the information, wachinoujoel.

Dear 1xBet Casino,

Can you please update us once you have received the requested documents from the player?

Kind regards,

Tomas

Dear Tomas,

As per the Security Department, they are yet to receive the parcel from the player at the moment. As soon as they do, the user will be notified immediately

Best regards,

The 1xBet Team

Dear wachinoujoel,

Can you please provide us with a tracking code for the parcel? So we can check when it arrives in Mexico.

Thank you.

Kind regards,

Tomas

Dear wachinoujoel,

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.

Hello wachinoujoel,

Considering the progress we made, I am willing to give this case another chance before rejecting it.

Can you please provide us with a tracking code for the parcel? Thank you.

The parcel have been sent and now in new York for dispatch so I am waiting for notification when it reachs Mexico

wachinoujoel, if that is the case, can you please update us once the parcel reaches Mexico? So we can ask the casino about the future progress. Thank you.

Dear wachinoujoel,

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.

i will tell you when the parcel reaches.

Dear wachinoujoel,

Would it be possible for you to share a tracking code with me? I promise to keep it private and not share it with anyone else. I just need to confirm that the parcel has been sent as I require proof. Thank you for your understanding.

Thank you, wachinoujoel. Kindly update us once the parcel reaches Mexico so that we can ask the casino to take further steps.

Dear wachinoujoel,

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.

The parcel have reached destination and delivered , you can check the link sent to you.

Dear 1xBet Casino,

If the documents have been delivered, can you please update us once you accept them? And also confirm the verification status of the player. Thank you.

Dear Everyone

At the moment, as per the Security Department, we ask the user to please continue following the instructions provided to their account

Best regards,

The 1xBet Team

They asked me another video call

Dear wachinoujoel,

I strongly recommend doing that call even though one has been done already. Please keep me updated about the progress. Thank you.

The call is programmed for tomorrow I will update you

Thank you.

But am just sure they will be asking same documents by post just to waist time, I don't know why they don't ask everything together.

this is what they finally said

Hello the call have been made, waiting for their answer.

can you ask them to pay my 68000$ now?

Good Day. 

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.

You can withdraw the deposited sum only.

that was they answer, they said am not the only person playing on the account, how can they know am not the only one person using the account ?

and even my deposit, they are not letting me withdraw it, i deposited through USDT TRC20 only but on the site they blocked withdrawal through usdt, usdt not even available.

Dear 1xBet Casino,

Could you kindly provide more information regarding your decision? Additionally, please forward any relevant evidence to my email address for review. (tomas.k@casino.guru)

Thank you in advance for your cooperation.

Dear Tomas,

Just provided you with an email regarding this case. Please take a look when possible.

Best regards,

The 1xBet Team

Hello 1xBet Casino,

I have already responded and I'm awaiting additional information. Please let me know, thank you.

Note I've withdrawn the deposit but I need my winnings,they can't tell me am not the one who played just like that to block my funds.

Dear wachinoujoel,

While investigating with the casino internally, could you please confirm if you are aware of having created more accounts at 1xbet?

No the only reason advanced is the fact that am not the only who play on the account,am wondering how they can know that.

this was the joke called decision.

Is that correct that you have accumulated your winnings by placing bets on sports as per this statement?

Both casinos and sports games.

How much approx from casino games? Please try to be correct because I can verify this information with the casino. Thank you.

I can't know exactly,I knew I play crash on that account,the account was used in April and I accumulated bets,if you can't help let me know.

Does it mean that you haven't played any casino games since April, only sports betting?

Dear Everyone,

As we can see, the latest question was directed to the user, so we ask the team to please reset the timer to the user's side

Best regards,

The 1xBet Team

Dear 1xBet Casino,

The timer is set on you because I am waiting for additional necessary information from you. Please check your inbox. I replied to your email on December 30th, 2023.

Hello wachinoujoel,

I have some news. It seems we cannot investigate further without evidence from the casino. In such cases, we can provide a Power of attorney signed by the player. This would allow us to mediate with the casino in your name and have access to all evidence necessary to resolve this complaint.

Would you accept it as a solution to let us get the necessary evidence? Let me know.

Thank you.

Yes sir , send it will sign it , you can send to it my registration mail.

Dear wachinoujoel,

I have sent you the document via email. Kindly review the document and notify me once you have completed the task.

Thank you.

The document have been signed and sent to you.

I can confirm I have received the documents. For now, I'll be in touch with the casino internally, and I will keep you updated on any developments as well as on the result of the investigation. Thanks for you cooperation.

hello, i left some private messages on your email and some proofs.

Dear 1xBet Casino,

I've sent you the signed document by the player (Power of Attorney) - please check your inbox and let me know if it's sufficient. If it is, I'm awaiting the requested evidence.

Thank you.

Dear Tomas,

Just provided you with an email, please take a look when possible.

Best regards,

The 1xBet Team

Hello wachinoujoel,

Kindly allow us more time for the investigation since this is not a usual process, and it takes more than we expected.

I will keep you updated on any developments. Thank you for your patience.

Dear wachinoujoel,

We still need more to investigate, and thus, I have to extend the timer once again. I hope you agree because our intention is to help you.

I will keep you posted. Thank you.

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear 1xBet Casino Team,

Could you please resend any relevant communication to petronela.k@casino.guru?

Thank you very much in advance.

Dear Petronela,

I have forwarded the correspondence with your colleague to you. Please take a look when possible.

Best regards,

The 1xBet Team

Thank you, 1xBet Casino Team, for your email. I have sent you a reply.

Dear wachinoujoel,

I will inform you about any further developments.

Thank you for your patience.

Dear Petronela,

I responded to your letter. Please check your email when you have time.

Best regards,

The 1xBet Team

Hi everyone,

I apologize, but the requested document is still pending preparation from our end. I kindly ask for your patience as we work to resolve this matter. Due to the unusual nature of the request, it may take a bit longer than usual.

Thank you very much for your understanding and patience.

Hi wachinoujoel,

I have sent you the Power of Attorney for your review.

Once you've signed the document, please scan it and send it directly to the casino.

Thank you very much in advance for your cooperation.

Dear wachinoujoel,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.