1xBit Casino - Player's account has been closed with winnings confiscated.

What happened? My account 452015135 I deposited usdt2000 and played some casino. I got lucky and won usdt8000 in total which I wanted to withdraw. Requested withdrawal and site logged me out. Can someone explain? Now security team wrote me I breach their terms and conditions (how?) and they close my account, I can’t login and they robbed me from my usdt2000 deposit too. How is this fair? 1xBit support wrote several times here that users deposit will never be lost so please help me.

Dear ukreno,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if you made any successful withdrawals from this casino in the past?

Could you please specify what types of games have you played?

Could you please forward any relevant communication between you and the casino regarding closing your account to veronika.l@casino.guru?

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

Hello, asking to your questions, no it was my first withdrawals. I played slots games, mostly Sweet Bonanza and got lucky there. I have sent you emails with communication and also some screenshots of my withdrawal requests.

Also here is my link of my $2000 deposit to them using ethereum blockchain https://etherscan.io/tx/0xb234fc527d39fbda01384a98051ee1b47d65a8314b72589baef9e74cbb7161e6

Thank you for your email. Could you please advise if you passed the KYC verification in the casino?

Hello. 1xbit has No KYC. Only e-mail is needed.

Thank you very much, ukreno, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of 1xBit Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

Thank you ukreno for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1xBit Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can help resolve this issue.

Thank you!

We would like to ask the 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’ which may negatively affect its rating.

Dear ukreno, I was in contact with a casino affiliate and learned that the reason for your block has been multi-accounting and violations of the following terms and conditions:

The Company reserves the right to initiate an investigation in the case of

duplicate registration aiming to circumvent restrictions imposed by the company

multiple breaches of the Betting Company’s T&C 

any form of fraudulent activities committed by you or by anyone else acting on your behalf or in collusion with you, including but not limited to:

refund or rake fraud

any actions you have carried out or attempted to carry out which may reasonably be considered illegal in any applicable jurisdiction, which were committed deliberately or with the intention to deceive and/or circumvent constraints set in law regardless of whether this action or attempt ultimately causes loss or damage to your account

when the customer placed the bet, they had information about the result of that event 

the customer was able to influence the outcome of an event due to their direct participation in the match (sportspeople, coaches, referees, etc.) or because they acted on behalf of the participants 

bets were placed by a group of bettors acting in concert (as a syndicate) in order to exceed the limits set by the bookmaker, as well as colluding with others in order to obtain an unfair advantage through bonus schemes or any other promotions offered by us 

the bettor is suspected of using special software or hardware which facilitate automated betting, including but not limited to the use of glitches, faults or errors in our software in connection with the Services we offer (including games); your use of rogue equipment and programs or analytical systems, including but not limited to software that allows you to place bets without human intervention (for example, bots), etc. 

unfair means of any kind were used to obtain information or circumvent restrictions imposed by the company. 

Upon completion of the investigation, the company can make any decision that it deems to be fair and reasonable:

to block (close) the account (including any duplicate accounts), which may entail: 

all bonuses, free bets and winnings received from those bonuses and free bets when using this duplicate account becoming void and lost to you 

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 duplicate accounts. We also have the right to refund any amounts that are owed to us in connection with this duplicate account, directly from any of your accounts (including any other duplicate account)

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 duplicate account will be void, the duplicate 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)

Are you aware of any such violations, either by having multiple accounts or otherwise?

Thank you in advance!

Hi there. Yes I know all this, I mean what is restricted to do and I didn’t breach any of this - this was my first deposit, I even gave a link to check the transaction, also I just played some casino, I don’t know how this is a breach to their terms and conditions, and last thing is they state everywhere they don’t take customers deposits even if they violate something and how this stands to me when they took my winnings and my deposited money as well. I accepted my fate, I wish to get winnings obviously cause how can I "hack" sweet bonanza slot where I won my prize but I wish to get my deposit at least. waiting for reply thanks

I have tried to contact the casino repeatedly but they have sadly stopped responding. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter