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Today I registered an account at 1xBet Casino using the 'one-click' method offered by the platform. My account was validated immediately, and the system allowed me to confirm my personal email address (I've attached a screenshot of the official confirmation sent by the casino).

After validation, I proceeded to make several deposits through Binance totaling approximately $1,500 USD. The casino accepted all my deposits without any restrictions, even though the funds came from a Binance account in my real name.

After making a profit and reaching a balance of $2,000, I requested a withdrawal. At that point, my account was blocked. According to support, the reason is an old self-exclusion.

My claim is based on the following points:

Casino security flaw: If I was excluded, the system shouldn't have allowed me to register an account, validate my email, and, most importantly, shouldn't have accepted my $1,500 deposit. The casino can't ignore my identity to receive money and then remember it to deny the payment.

Contract invalidity: If the casino deems my account invalid due to self-exclusion, the gaming contract is void. Therefore, the casino is legally obligated to return the funds to my account. Withholding my initial capital constitutes misappropriation of funds.

Technical evidence: I have all the TXIDs (transaction IDs) from the blockchain proving that the casino received my funds. It is crucial to note that, prior to the block, the casino had already processed and approved a withdrawal of approximately $800 USD from this same account. This demonstrates that my account was verified and accepted by their finance department. The current 'self-exclusion' block only occurred when I attempted to withdraw the remaining balance, which constitutes a contradictory and abusive practice by the platform.

El día de hoy registré una cuenta en 1xBet Casino utilizando el método de 'un clic' que ofrece la plataforma. Mi cuenta fue validada inmediatamente y el sistema me permitió confirmar mi correo electrónico personal (adjunto captura de pantalla de la confirmación oficial enviada por el casino).

Tras la validación, procedí a realizar varios depósitos a través de Binance por un valor total de 1.500 USD aprox . El casino aceptó todos mis depósitos sin ninguna restricción, a pesar de que los fondos provenían de una cuenta de Binance a mi nombre real.

Después de obtener ganancias y alcanzar un saldo de 2.000 USD, solicité un retiro. En ese momento, mi cuenta fue bloqueada. Según el soporte, el motivo es una autoexclusión antigua.

Mi reclamo se basa en los siguientes puntos:

Falla de seguridad del casino: Si yo estaba excluido, el sistema no debió permitirme registrar una cuenta, validar mi email y, sobre todo, no debió aceptar mis 1.500 USD de depósito. El casino no puede ignorar mi identidad para recibir dinero y luego recordarla para negar el pago.

Nulidad del contrato: Si el casino considera que mi cuenta es inválida por autoexclusión, el contrato de juego es nulo. Por lo tanto, el casino está obligado legalmente a devolverme el dinero en cuenta La retención de mi capital inicial es una apropiación indebida de fondos.

Evidencia técnica: Cuento con todos los TXID (ID de transacción) de la blockchain que prueban que el casino recibió mis fondos.              Es fundamental destacar que, antes del bloqueo, el casino ya procesó y aprobó un retiro por aproximadamente 800 USD desde esta misma cuenta. Esto demuestra que mi cuenta fue verificada y aceptada por su departamento financiero. El bloqueo actual por 'autoexclusión' solo ocurrió cuando intenté retirar el saldo restante, lo que resulta en una práctica contradictoria y abusiva por parte de la plataforma.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino LAT.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you informed the casino about suffering from gambling issues at any point in the past?
• Are you aware of opening other accounts in the casino at any point in the past? When was the account closed?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear tomas.09,

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.

Thanks for your response via email.

If there is any evidence that you were excluded due to previous gambling issues, please share this information with me. This evidence is crucial for us to continue with the complaint.

Send the evidence to my email at tomas@casino.guru for review.

Thanks in advance for your cooperation.

Dear tomas.09,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru