The player from Spain had a problem accessing his funds after self-excluding from 1xbet casino until August 2027, despite making an initial €150 deposit without playing. He requested a refund of his deposit, but the casino refused to return the funds. The issue was resolved after the player marked the complaint as resolved, indicating that a satisfactory outcome had been reached.
1xBet Casino ES - Player's account is closed and money is delayed.
Resolved
Our verdict
Case closed
Amount: €150
1xBet Casino ES
Safety Index:Above averageCase summary
Discussion
Public
Public
5 months ago
Translation
Good afternoon,
Yesterday I opened an account at 1xbet casino, I made a deposit of €150 without requesting any bonuses, once the money was credited to my casino account, I decided not to play, I didn't like the variety of slots they have, I sent an email requesting a refund of the initial deposit to my bank account, after several hours of verification, I mistakenly excluded myself from the casino until August 2027. Now I can't access my casino account.
The casino emailed me saying I can't access my money until that date. I sent them my bank account and asked if they could return the deposit to the card used to make the purchase, and they refused. They don't want to give me my money back. I haven't played at this casino. I have the full deposit of 150 euros. Can you help me? Please!
Automatic translation:
Public
Public
5 months ago
Dear player,
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 confirm that you have passed the KYC verification?
Please explain how the self-exclusion happened by mistake. Any details about what led to that (for example, during verification or account settings) would be helpful.
Could you please share your communication with the casino regarding the refund of your €150 deposit? Send emails or chat transcripts to my email at [email protected], or post screenshots 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,
Dominika
Important Notice:
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5 months ago
Translation
I have already passed KYC, I am successfully verified.
After putting so many obstacles in the way of recovering my initial deposit, I tried alternatives on the casino website and accidentally self-excluded my account. Now I can't access my casino account. I've attached a screenshot. I also attach the terms and conditions, which state something different from what I've been told by email. I've forwarded the emails to you. Thank you for your help.
TERMS AND CONDITIONS:
11.3 Following the suspension of a Participant's gaming account as a result of exercising self-exclusion or self-ban, the Participant may only access their gaming account to withdraw the real money balance in their account and any prizes won during the suspension and originating from participations prior to the suspension. Once self-exclusion has been requested or a self-ban has been communicated, the Operator will not award the Participant any promotions or bonuses to which they were or could have been entitled from the date of suspension of their gaming account.
Automatic translation:
Public
Public
5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
