1xBet Casino - Pelaajan kotiutus on estetty ja tilin tietoliikenne katkaistu.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do you currently have access to your casino account, please?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Did you activate any bonuses on top of your deposit?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Thank you very much for your reply, Karejkoom70009. When was the last time you accessed your casino account?

Have you received any explanation from the casino regarding the blocked account? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Karejkoom70009,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Karejkoom70009,

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

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

Dear 1xBet Casino,

We fully respect your responsible gaming policies and, as Casino Guru, strongly support the importance of addressing any responsible gambling concerns that may arise. We must respectfully note that the current requirement imposed on the player appears disproportionate. Unless explicitly required by local legislation, online casinos generally do not have the authority to request official medical documentation confirming the absence of a gambling addiction.

As your casino operates under a license issued by the Curaçao Gaming Authority (CGA), we kindly ask you to provide any official regulatory provisions or requirements issued by the CGA that authorize the request for medical certificates from players, particularly those residing in the player's jurisdiction.

Based on the information currently available, the actions taken appear to lack sufficient justification and give the impression of an unreasonable barrier to the withdrawal of the player’s legitimate winnings.

We therefore respectfully request that you conclude the player’s verification process and, once successfully completed, proceed with the transfer of the player’s winnings without further undue delay.

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru.

Hello,

Thank you for your message.

We confirm that the complaint has been accepted for review and forwarded to the relevant department for further investigation.

At the moment, the information provided in the complaint is being reviewed together with the responsible specialists. We are carefully checking all details related to the case and preparing a response regarding the issues raised.

We kindly ask for your patience while this review is ongoing. As soon as we receive the necessary information and clarification from the responsible department, we will return with an update and provide further comments regarding your case.

Thank you for your cooperation and understanding.

Best regards,

1xBet Team

Dear 1xBet Team,

We look forward to the information you will provide or, ideally, the completion of the verification process along with the subsequent processing of the player’s withdrawal.

Hello,

Thank you for your message.

After reviewing your case, we would like to clarify that your account is currently subject to a responsible gambling restriction based on your own acknowledgment of gambling addiction.

As a result, the restrictions applied to the account are in accordance with our Responsible Gambling Policy. We would also like to confirm that the entire balance available on your gaming account has already been returned to you.

At this stage, there are no remaining funds on the account available for withdrawal.

Thank you for your understanding.

Best regards,

1xBet Team

Dear 1xBet Team,

Thank you for your response.

Dear Karejkoom70009,

As per the casino team’s response, the full balance available on your gaming account has already been returned to you.

Could you please confirm whether I may consider this case resolved, or let me know if you require any further assistance regarding this matter?

Dear Karejkoom70009,

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.

Dear Karejkoom70009,

While it appears that the matter has been clarified and the funds have already been returned to you, we have not received confirmation from you as to whether the issue has been resolved to your satisfaction or whether you require any further assistance.

Due to the lack of a response from you, we must regrettably proceed with closing this complaint as rejected.

I would like to thank the casino team for their cooperation throughout the review of this case.

Should you experience any issues with this or any other casino in the future, please do not hesitate to contact us. We will try our best to assist you.

Best regards,

Michal

Casino Guru