1xBet Casino - Pelaajalla on kotiutusongelmia.

I have tried to withdraw my funds then they asked for my aadar photo and e aadhar pdf format from government website. After providing all the documents still they are saying

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

Please help me to get my funds

Dear ashfiber05,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're facing with withdrawing your funds and the frustrating response from the casino.

To assist you further, I would need to clarify a few things:

• Document Submission: Could you confirm if you have already provided the requested Aadhar photo and the e-Aadhar PDF as per the casino's instructions? If so, could you let us know if you received any confirmation from them regarding the receipt of these documents?
• Communication: After submitting the documents, did you receive any updates from the casino or have they continued to ask for additional information? If you have any relevant communication or screenshots from the casino regarding this issue, please forward them to petronela.k@casino.guru.
• Account Status: Are you still able to access your account, or is there any indication that your account has been blocked or restricted? Knowing the current status will help us understand how to move forward.

Your cooperation is crucial for us to proceed with your case. Without your input, we won’t be able to take the necessary steps to mediate and help resolve this issue.

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 Petrolena,

Thank you for responding. Below are the details you have enquired above

1.Document Submission: Yes I have provided the photo of aadhar card along with pdf of e aadhar downloaded from government website. In a response they stating that pay attention to the requirements of th security department otherwise further actions are impossible. All further messages from you will be ignored.

2. Communication: They stopped responding to my messages then again I asked please tell me what is needed and again they asked for same documents

3. Account Status: The account is accessible for me but I am unable to place any bets as Max allowed bet is showing as 0. On the other hand I am unable to withdraw the funds as well and it is asking to send the documents to security team

Please let me know if any more information is required from my side

Hi ashfiber05,

• Could you let us know when you registered your account and whether you’ve successfully withdrawn any winnings from this casino before?
• Also, could you specify which types of games you’ve been playing (e.g., live casino games, slots, or sports betting)?
• Lastly, were your winnings accumulated with or without an active bonus?

If you have any relevant communication, please forward it to petronela.k@casino.guru.

Thank you.

Hello Petrolena,

1. I have registered almost 2 weeks before and yes I have withdrawn few amounts from this casino and then they restricted my account.

2. I am playing sports betting.

3. I have not opted for any bonus in this casino so all the winnings is without active bonus.

Hello Petrolena,

Just now I received an email from 1xbet and they suspended my account without providing any justification or any evidence.

Below reply from 1xBet:

We are bringing to your notice that we made a decision to stop any collaboration with you (closing your gaming account) on the basis of General Terms and Conditions of the Bookmaker Company:

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

1. To block (close) the account (including any multi-accounts), which may entail:

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

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

2. 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 multi-account will be voided, the multi-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).

The decision was made after rigorous investigation of the case by The Security Department.

We ask you not to create gaming accounts with The Company.

Due to the fact that your actions have been recognized as flagrant violation of The T&Cs of our Company, the decision of stopping any cooperation with you was final and not subject to further appeal.

All further questions concerning the case of blocking from your side will be ignored.

Hi ashfiber05,

Thank you for sharing this information with us. We understand that receiving an account suspension notice without further explanation can be very frustrating, especially when previous withdrawals were successful.

While casinos often have the right to close accounts as they see fit according to their terms, they are generally expected to provide clear reasons if a player’s balance is confiscated. This is important for transparency and to help players understand the basis of such actions.

I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: Please note that if the matter becomes specific to sports betting, we may not be able to assist further, as our focus is on casino-related issues.

Hello ashfiber05,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite 1xBet Casino to join the conversation.

Dear 1xBet Casino,

I would appreciate more details regarding the player's actions that were considered a breach of your rules. Please send the relevant information including supporting evidence to me at michal.k@casino.guru

Dear ashfiber05,

Thank you for reaching out. To better assist you with your case, could you please let us know the email address you have been using to communicate with our support team? Additionally, please provide your player ID so we can request an update and review your situation more thoroughly.

We look forward to your response and will do our best to resolve this matter as quickly as possible.

Best regards,

The 1XBET Team

Hello 1xBet Team,

We have requested further information regarding the matter. Once we receive an update, we will proceed accordingly.

Thank you for your patience.

Dear 1xBet Casino,

Can you please share any updates with us?

Dear Michal,

Could you kindly provide us with a contact email address so that we can share additional information regarding this specific case?

Thank you for your cooperation.

Best regards,

1XBet team

Dear Michal,

We have already contacted the provided email address and will be awaiting a response.

Best regards,

1XBet team

Dear 1xBet Casino,  

Please send any information and evidence that you think should remain private to me at michal.k@casino.guru.

Thank you for your email, 1xBet Team.

Dear ashfiber05,

While I have received some information from the casino team, they are unable to share key details that would clarify the situation without a signed power of attorney from you, as required by their privacy policy.

If you would like us to continue supporting you with your complaint, it is essential that we obtain a notarized power of attorney signed by you. If you are open to proceeding in this way, I can send you the necessary form via email. Please be aware, however, that notary or solicitor services often involve additional costs that would need to be covered by you, as they are typically not free. Without the power of attorney, our ability to assist you further will unfortunately be close to zero. There is an option to file a complaint with the casino licensing authority, and this is free of charge; however, the outcome of this complaint is uncertain, as the authority will most likely look only if the rules have been violated without any deeper analysis of the circumstances. However, this option is there.

Please let me know how you would like to proceed.

Hello Michal,

Thank you and I am really grateful for all the support you have provided so far.

I would like to go ahead with the next steps by obtaining notarized power of attorney with solicitor. I am ready to pay the fees whatever would be needed to file this complaint. Could you please confirm if the complaint does towards my favor then the fees which I would pay would be refundable or not? Honestly it was a mentally harrasment for me the way 1xbet treated me as a player and stop responding to my messages. Kindly let me know what is the process to file a case of Fraud and Harrasment with the help of solicitor? Surely I will do the same

As communicated earlier they just suspended my account and all the winning amount after multiple steps of verification. I have filed a complaint in casino licensing authority as well by providing all the details and evidences and just waiting for their response for the next steps.

Please let me know what would be the next steps to file the complaint to the next level.

Regards,

Danish

Dear ashfiber05,  

I wanted to let you know that I've emailed you the power of attorney form. Please follow the steps outlined in the email. Thank you!

Thank you for providing the information. I will fill it up and send you across.

Is there any possibility to file a complaint against the licensing vendor and to cancel the contract of 1xbet?

Regards,

Danish

Dear ashfiber05,

While I fully understand your dissatisfaction with the situation, please be assured that your complaint is still being handled, and a determination on its validity and the casino's actions has not yet been reached. Should you wish, you may escalate your complaint to the casino's licensing authority; however, please note that there is no guarantee that their possible decision will align with your expectations.

Hello Michal,

I have already escalated my complaint to the casino licensing authority and continuously following up with them S waiting for their response.

I have received the form which you had mailed me. Could you please confirm how to get a legit solicitor as I am placing my bets from India. I just don't want to ignore my complaint as 1xbet is doing fraud with so many people and duping hard earned money of everyone who just win few bets. They are scammers

Regards,

Danish

Dear ashfiber05,  

I would like to reiterate that I have already received some information from the casino team; however, this does not reflect the whole situation. They are unable to provide essential details that would help clarify the situation without a signed power of attorney from you, in accordance with their privacy policy. The casino team has expressed their confidence that their actions were justified and they have acted according to their terms and conditions. However, without the necessary information and evidence, we are unable to validate either their explanation or your account of events. Since the information and evidence involve private and confidential matters, a notarised power of attorney from you is required for us to obtain the relevant information on your behalf. This can be arranged through any official notary or solicitor in your country.

Hello Michal,

I have provided the information to one of the solicitor and he will provide the attest power of attorney by tomorrow.

I will send you the required documents by tomorrow itself

Regards,

Danish

Dear ashfiber05,

Thank you for the update. I look forward to your email containing the notarised power of attorney.

Dear ashfiber05,

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.

Hi Michal,

Apologies for responding late and thanks for providing me the time frame to provide you the power of attorney.

I have sent you via mail. Please check and let me know if you need anything else to proceed with the investigation.

Regards,

Danish

Dear ashfiber05,  

I would like to acknowledge the receipt of your email containing the power of attorney. I will proceed to engage with the casino team to discuss the matter further and strive for a resolution that is satisfactory for all parties involved, if feasible.

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 All,

The security department reserves the right to withhold such information, and we are unable to provide these details to third parties. Please note that the player has been informed according to the established procedures.

Kindly understand that this is a process that involves a thorough prior investigation, which takes time to complete. We appreciate your patience and understanding in this matter.

Best regards,

The 1xBet Team

Dear Player,

Thank you for reaching out. Please note that in some cases, the resolution process can take more days, as delays might sometimes be related to banking processes.

In the meantime, you are welcome to request an update through our live chat support for more immediate information about the status of your case.

We appreciate your patience and understanding as we work to resolve this matter.

Best regards,

The 1xBet Team

Hello 1xBet Team,

I am exhausted with your excuses and giving false information in this portal. No information had been provided to me which you mentioned above. I still didn't understand why my account has been suspended without any justification and proof. I was continuously following for this case it seems my email id also been blocked by your team and they stopped responding to my emails. And I am unable to chat with live agents as my account is already been closed by your executives so stop spreading false information to misguide people.

@Michal

Thanks a lot for your continuous support so far and I am ensuring all the information provided by 1xbet is completely false and they didn't even try to contact me which they are claiming above. They had closed my account and stopped responding to my emails for which I have all the evidences along with me.

As per your request I have already provided you the power of attorney from a solicitor but still they are denying to provide the clarification.

So I request you to mark this complaint as UNRESOLVED and I will try to mention about them in every portal so other people get aware before registering them with this fraud book.

Regards,

Danish

Dear ashfiber05,

I fully understand your frustration. I have not yet received any supporting evidence that would support the casinos decision to suspend your account. I have request it once again. If the casino team will not provide it I will close this case as unresolved.

Dear 1xBet Team,

I sent you an email on December 30, 2024, in which I have attached the player's signed power of attorney and requested supporting evidence of the violation of rules you suspect the player committed. So far, I have not received any response from you. I respectfully request that you provide the evidence at your earliest convenience. If I don't receive any of the requested evidence within the next couple of days, I will have no other choice but to close this complaint as unresolved, which will have a negative effect on your casino safety rating. I look forward to your prompt response.

Dear All,

We have requested a review of your inquiry once again. Please note that it is not guaranteed that your document will be accepted, as the decision lies solely with the responsible department. They reserve the right to determine whether providing evidence to third parties is necessary or appropriate in this case.

We will remain attentive to any updates regarding your request and will inform you promptly if there are any developments.

Thank you for your understanding.

Sincerely,

1xBet Support Team

Dear ashfiber05,

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.

Hi Michal,

I hope all the required documents is already provided by me along with power of attorney. I just want to get the investigation done for this case as 1xbet has closed my account and I am unable to communicate with them without login into the account.

They stopped responding to my emails so it would be better if you close this case as UNRESOLVED.

Kindly let me know if anymore information would be needed from my side.

Regards,

Danish

Dear 1xBet Support Team, 

Thank you for your response. I have followed up with another email requesting the evidence that justifies the decision to void the player's winnings. While I will respect your choice not to share this information, we will have no option but to mark this complaint as unresolved, which may adversely impact your casino's reputation. We believe that retaining the player's winnings without adequate proof of any rule violations is unjust and not in line with the fair practices we expect from casinos in creating a fair and safe gambling environment.

I will extend the timer for 3 additional days to allow you to provide me the supporting evidence. Should you choose not to provide us any evidence, I will close the complaint as unresolved.

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 Player,

The regulator has already reviewed your complaint and issued a decision in our favor based on all the evidence provided. We will submit the evidence to Casino Guru's email to close the case.

Best regards,

The 1XBET Team

Dear 1xBet Support Team,  

I have responded to your email and am looking forward to hearing back from you.

Thank you for your response. We have resent the confirmations using two methods. Hopefully, it worked this time, but please let us know if there are any issues. We will be waiting for your decision. Have a great day!

Best regards,

The 1XBET Team

Thank you for your email and for providing the additional information and evidence, 1xBet Support Team.

Dear ashfiber05,

After receiving the additional information and evidence provided by the casino, I am afraid I am no longer able to pursue this case.

I can confirm that the casino team has substantiated their claims, and the regulator Curaçao eGaming (CEG) has decided in their favour in this case. I am sorry, but I have no choice but to close your complaint accordingly.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru