1xBet Casino - Player’s withdrawal delayed due to unobtainable documents requirement.

Was previously blocked from withdrawal back in July. I was detected with 2 accounts with 1xbet. I submitted the documents, the issue was resolved in July and was able to procced with withdrawal.

Then I went on to continue to bet with 1xbet with the account. There was no trouble with a lot of deposits, bets and withdrawals.

On 12 sept, my account was blocked from withdrawal. I email the security department and was asked to submit my identification card with selfie to prove my identity, bank statements to prove ownership of bank accounts. I have submitted those documents.

However then, the security department asked me to submit a document, a proof of no gambling addiction.

The document must be verified by medical specialist's signature and stamp of the medical facility.

There is no way to get such a document in my country. you can easily get yes to gambling addiction by just admitting it but there's no way to diagnose no to gambling addiction. and the fact that I was gambling with 1xbet disqualifies me from having 0 gambling addiction.

I have emailed the security and the marketing department to ask for the purpose for this document. I keep getting this reply,

"Dear customer, all consulting on the matter of your request was provided earlier in this mail thread.

Without providing the requested files, any further actions are impossible. All further messages from you will be ignored."

i have sent repeated emails to them seeking for answer to my questions

1. please state me the exact terms/conditions that the casino requires this document, "proof of no gambling addiction", for every customers.

2. is there any way that i do not require such a document, "proof of no gambling addiction", for me to withdraw?

3. what other documents do the casino need from me?

4. lets just say, what if a winning customer with money in 1xbet, has mental health problem or gambling addiction. what is 1xbet going to do to the customer according to your terms and conditions?

they have been avoiding to answer any of these questions and ignoring me. (attached the email)

do i have to adhered to the casino demand and spend money to try to go to a specialist doctor for this cert, "proof of no gambling addiction"?

1. it cost alot of money in my country, $200 or even more. it is not guaranteed to get it in 1 session or even getting it.

2. it is not guarantee that the casino will stop asking for additional demands that i would have to again spend more money to fulfill.

Dear cyberpk,

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 why you created more than one account? Were they both active at some point? Did you have special permission from the casino to use the second account?

Lastly, have you ever indicated a gambling problem that could lead to this situation?

Thank you very much in advance for your reply.

Best regards,

Kristina

dear Kristina

previously in july i made a new account as i cant log in, deposit/withdraw on my previous account.

i was contacted in july by 1xbet that i have multiple accounts, in the email i provided. and the issue was then settled with 1xbet in july. i dont know if they are both active at some point as i did not log in or bet with my old account anymore.

and then i continued to bet only with the new account since then. fast forward to september, i already has make so alot of deposits, withdrawals, and bets in that account.

then on 12 sept, i was blocked from withdrawal. and was asked to do a verification. i have complied and sent my identification card and bank statements to them. however then, the casino asked for "proof of no gambling addiction" from a certified medical specialist.

1. i dont not think i have gambling addiction. also i have read the casino terms/condition, Responsible Gaming ᐉ 1xBet - Bet Acceptance Rules , they dont disallow people with mental health problem or gambling addiction, only disallow underage.
2. i dont have such a document, "proof of no gambling addiction", with me (i do not think anyone in the world purposely have that kind of document with them).
3. going to a medical specialist in my country is very expensive, and its a not guarantee to get the cert. also i do not have the money to do it.

in the email i attached, i have been repeatedly asking the casino if there is any way that i do not require such document to proceed? what if i cant produce such document? what will the casino do to customers that has gambling addiction?

the casino is not trying to engage with me and have been replying me with robot messages.

till today, the casino is still insisting on this document "proof of no gambling addiction".

i need help in proceeding with this situation of this document with the casino.

the attached screenshot picture show the current amount i have with the casino and also the recent deposits and withdraws.

Thank you very much for your reply, cyberpk. Did the casino permit you to use the second account when you say "settled"? Could you please forward me that conversation? My email address is kristina.s@casino.guru.

i have forwarded the email conversation i have with the casino. the casino did not permit me to use the new account or state that the old account is closed. i assumed that the matter was settled and continue to only deposit, withdraw and bet with the new account.

the problem is now the casino is refusing to engage with me, not telling me what the problem with my account is. and still insisting on this document, "proof of no gambling addiction".

right now, the money consisting of my deposits are still in the account. i have to ask for help as i am not able to go forward with the conversation with this casino.

Could you please advise if you played with bonuses on both of your accounts?

yes in both accounts.

there should be already 0 money in the previous account as i have withdraw all before moving into the new account.

it may be a case that i have been blocked because i won bonuses in my account. but the casino would not tell me anything. except for keep insisting on "proof of no gambling addiction" document.

you can see that have 3074.99 in my account which 1877 is the latest net deposit.

I believe that in this case, the requested documents are not important. You breached one of the most basic rules of online gambling by creating and actively using two different accounts. Just because one remained open doesn't mean that the issue was settled. You should never assume such things without clear confirmation from the casino, especially when the first account was closed in the past for the same reason - duplicate accounts. The casino informed you in the latest communication from September that your account will be closed and winnings confiscated because you created more than one account and there is not much more we could do about it:

"We would like to remind you that multiple gaming account registration is strictly prohibited by our Terms and Conditions. Please mind that in case of having more than one gaming account in our company, all your gaming accounts will be blocked and winnings will not be paid out."

Not to mention that you also took advantage of bonuses on both accounts. I apologize, but under these circumstances, we are not able to proceed with this complaint. If you disagree with our opinion, you can always contact the licensing authority (Curaçao), but I am afraid that their decision won't be much different.

Due to the aforementioned reasons, this complaint will now be rejected. 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.