1xBit Casino - Player’s account has been blocked and winnings voided.

After winning more than 12,000 USDT at this casino my account was blocked and all the winnings were voided. 1xBit allowed me to withdraw my deposited money only but my winnings are gone.

1xBit Casino didn't tell me any reason why they forfeited my winnings, they just wrote me that this happened due to security reasons. Please help!

Dear Lisa,

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 how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Have you accumulated your winnings with or without an active bonus?

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

Hello,

I opened my 1xBit account on July 16th 2021 and it is not verified. I mainly played live games and sportsbet and I accumulated my winnings without an active bonus. Thanks for your help!

Best wishes, Lisa

Thank you very much, Lisa, As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be unclear, we will try to help you. 

Is there any relevant communication that you could forward to me?

Hi Petronela,

1xBit is an online casino and they also offer sportsbet, but my complaint has nothing to do with sports betting. I sent you all communication I received from 1xBit via mail, thank you very much for your help!

Best wishes, Lisa

Thank you very much, Lisa, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej 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.

Dear Lisa,

I looked at your complaint as well as the forwarded e-mail. I’ll contact the casino representative and try my best to resolve the issue.

I would like to invite 1xBit Casino to join this conversation.

Dear 1xBit Casino,

Could you explain the reasoning behind the decision to close Lisa’s gaming account and void her winnings?

We would like to ask 1xBit Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Lisa,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.