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Dear Makhmudjon,

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 advise which games you focused on - slots, live casino, sports betting, etc.?  
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Dear Makhmudjon,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

​"Dear Katarina. I have just sent all the requested documents, communications, and screenshots to your email address [katarina.d@casino.guru]. I look forward to your reply. Thank you."

Dear Makhmudjon,

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,

Katarina

Hello Makhmudjon,

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

In the meantime, as you indicated, "I had previously contacted 1xBet Security to merge old accounts to avoid such issues." Do you have a written confirmation from the casino team that your "old" accounts will be merged/closed and you are permitted to continue playing using your current account? If so, please forward evidence of this to me at michal.k@casino.guru

We would also like to invite 1xBet Casino to participate in this discussion.

Dear 1xBet Casino,

I would appreciate your clarification of the course of events.

If the player was permitted by you (if this occurred) to continue playing on his existing account, his older accounts have been blocked or closed, and he has actively used only his current account. Could you please clarify why the current winnings are being withheld? Should there be any circumstances relevant or contributing to this matter that cannot be disclosed publicly, I kindly request that they be forwarded to me at michal.k@casino.guru

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 Makhmudjon,

While the casino team has not yet provided their response within the usual timeframe, it is somewhat understandable given the Christmas and New Year period, as not all departments may be functioning at full capacity. Therefore, I will be extending the deadline by an additional seven days. Should the casino team fail to respond within the extended time frame, we will close the complaint as ‘unresolved’, which may negatively affect their safety index rating.

Dear 1xBet Casino,

I will extend the timer by 7 days to help clarify the case. If you fail to respond in the set time frame, we will close the complaint as ‘unresolved’, which may negatively affect your safety index rating.

Dear Makhmudjon,

Thank you for your detailed message and for sharing your concerns.

We would like to assure you that your case is under review by the responsible department. The verification process is being conducted in accordance with internal compliance and security procedures, which may require additional documentation in certain cases. These checks are carried out to ensure full adherence to regulatory and responsible gaming requirements.

At this stage, we kindly ask you to continue cooperating with the verification process and to follow the instructions provided by our specialists. Only after all requested materials are submitted in the required format can the review be finalized and a decision made.

Please note that until the verification is fully completed, we are unable to unblock the account or process any withdrawals. As soon as there is any update or a final decision, you will be informed immediately.

We appreciate your patience and understanding while this matter is being reviewed.

Kind regards,

1xBet Team

Dear Michal,

This is already the third deadline granted to 1xBet, yet they continue to provide only generic responses without any concrete outcome.

I have fully cooperated with all verification requests. In my final submission, I provided clear photographic evidence: I held my passport in one hand, while displaying my official email correspondence with 1xBet security on a second device in the background (please see attached photo).

Despite this, 1xBet has not specified any missing documents, has not provided a timeline, and has not given a final decision. Their "under review" status appears to be used as a tactic to delay the withdrawal of my 69,000,000 UZS.

I respectfully ask CasinoGuru to consider this an unjustified delay and to request 1xBet to provide a definitive deadline for completing verification and allowing withdrawals. I have been fully cooperative, and there is no reason for further delay.

Thank you for your support.

Kind regards,

Makhmudjon I*******

Dear Makhmudjon

As the casino team mentioned, At this stage, we kindly ask you to continue cooperating with the verification process and to follow the instructions provided by our specialists. Only after all requested materials are submitted in the required format can the review be finalized and a decision made.

Are you saying that you have not received any email from the 1xbet team with any additional instructions?

Which was the last email you received from the 1xbet team?

Dear Michal,

The last message I received from 1xBet support was on 18 December 2025.

That message did not contain any meaningful information or instructions. Although they stated that the Security Department had already provided me with the necessary information, I did not receive any email with specific instructions, requests for additional documents, or clarification regarding what is missing.

Apart from that generic reply dated 18 December 2025, I have not received any further communication or guidance from 1xBet.

Kind regards,

Makhmudjon Isokov

Dear Makhmudjon,

Thank you for your response.

Dear 1xbet team,

I would appreciate it if you could clarify why the player's issue remains unresolved. The player contacted us over a month ago, and I would kindly request your insight into the delay. The most recent email sent to the player was on December 18th (as shown in the screenshot), which was over two weeks ago. Could you please explain the lack of progress and what is causing the delay on your part?

Dear Makhmudjon,

Thank you for your message and for your continued cooperation.

We would like to inform you that your complaint is currently under review by the relevant department. The information you provided has been received, and your case is being carefully checked.

Please be assured that once the review is completed or if any additional documents are required from your side, you will be informed promptly. We kindly ask you to wait for our official update, which will be provided as soon as possible.

Thank you for your patience and understanding.

Kind regards,

1xBet Team

"Thank you, Michal. I have read the response from 1xBet and I am waiting for their further updates as requested."

Dear Makhmudjon, Dear Michal,

We have sent additional supporting materials and our detailed explanation to the esteemed Michal via email and would greatly appreciate it if they could be considered in reviewing this complaint. Thank you very much for your patience.

Best regards,

1xBet Team

Dear 1xBet Team,

Thank you for your email with the information and evidence. I have responded back with some additional enquiries and am looking forward to your reply.

Dear Makhmudjon,

I have received information, along with some supporting materials, suggesting that there have been previous issues related to multiple accounts on your side. To help clarify the situation, could you please confirm since when you have been using your current casino account?

Additionally, you have still not shared any confirmation that you have received from the casino team indicating that your previous accounts were merged or closed and that you were permitted to continue playing using your current account. Please forward this evidence either in the complaint thread or directly to me at michal.k@casino.guru

Dear Michal,

​Thank you for your assistance. I have just sent a detailed response regarding my account history and the merging process directly to your email (michal.k@casino.guru) as requested.

​I look forward to your further review of these facts. Thank you for your support.

​Best regards,

Makhmudjon

Dear Makhmudjon,

Thank you for your email with the extra information. I have communicated my thoughts regarding the situation to the casino team and am currently seeking a possible resolution.

Dear 1xBet Team,

I look forward to your reply. Thank you.

Dear Michal,

Thank you for your message. We have reviewed and responded to your latest email. We appreciate your cooperation and look forward to resolving the matter.

Best regards,

1xBet Team

Dear 1xBet Team,

Thank you for your email. I have responded back with some additional questions as certain aspects still remain unclear.

Dear Makhmudjon,

Can you please confirm if anyone from your family, friends or anyone else from your household or surroundings holds an account with 1xbet Casino?

If they do, have you been playing the same games at the same or similar times from the same location, perhaps during a visit? Additionally, can you please confirm what devices you are using for playing in the casino, and does anyone else have access to your devices?

Dear Michal,

Thank you for your message and for continuing to review my case. I would like to clearly clarify the requested information.

I am the only person who uses and plays on my 1xBet account. None of my family members, friends, or people around me have ever played 1xBet together with me at the same time or from the same location.

Regarding devices, I would like to explain my phone usage history for full transparency. Before my winnings, I was using a Samsung A series device to access my 1xBet account. After winning, I purchased a Samsung S25 mobile phone using my winnings and accessed my account from that device. After my account was blocked, I later sold that phone. Currently, I am using a Samsung S22 Ultra device.

I would like to clearly confirm that I have never created any new or additional accounts on any of these devices. I have never shared my login details, password, or account access with family members, friends, or any third party. My account has always been used personally and exclusively by me.

Whenever I replaced or sold a phone, I always removed the 1xBet application and all personal data from the device before selling it. When installing 1xBet on a new phone, I always logged in only using my personal account credentials.

Additionally, I would like to clarify that the game where I obtained most of my winnings was the Dice (Random Number Generator) game, which is a very fast game where each round finishes in approximately 30 seconds. The results of this game are fully generated and controlled by the casino system, not by players. Because of this, it is not possible for me or anyone else to manipulate or coordinate results. All gameplay was conducted solely by me.

Please let me know if you require any additional clarification or supporting information. I am fully willing to cooperate.

Thank you for your time and assistance.

Best regards,

Makhmudjon

Dear Makhmudjon,

Thank you for your response.

In the meantime, I have received additional information and evidence that does not support the explanation you provided. In fact, it suggests the opposite.

The records show that your account, along with several others, was accessed from multiple of the same devices around the same time, and similar gameplay activity was observed across these linked accounts. Could you please provide a reasonable explanation for how this may have occurred?

Dear Michal,

Thank you for your continued review of my case. I would like to provide clarification regarding my account usage and the circumstances around my winnings.

I confirm that my account is used solely by me. No family members, friends, or any third parties have ever accessed it or played alongside me.

I have always accessed my 1xBet account via my personal mobile phone using mobile internet only. I have never used shared Wi-Fi or public networks. Whenever I replaced or sold a phone, I removed the 1xBet application and all personal data, logging in only with my personal credentials on new devices.

I have had around 50 communications with the 1xBet security team. If there had been any signs of multi-accounting, it would have been identified at an early stage. Previous deposits and withdrawals up to 10 million UZS were processed without issues. The multi-account allegation arose only when I attempted to withdraw a larger amount (69 million UZS).

The Dice game I played is a standard Random Number Generator (RNG) game available to all users. Results are independent for each player, and the game is not created specifically for my account. It is impossible for anyone to manipulate or coordinate results.

I remain confident that I have always complied with platform rules and used only one account. I am fully willing to provide further clarification if required.

Thank you for your time and understanding.

Best regards,

Makhmudjon

Thank you for all the information and evidence provided, 1xBet Casino Team.

Dear Makhmudjon,

I acknowledge your response and the explanations you tried to convey. Sadly, this doesn't align with the information and evidence presented to us.

I have received the evidence that supports the casino's decision. Regrettably, after collecting and examining all the relevant information and evidence, we must reject this complaint as Unjustified due to a violation of the casino's terms and conditions – specifically, the existence of multiple accounts linked through the same device and IP address associated with the related accounts. This evidence not only indicates the creation and use of multiple accounts for spamming from 2022 to 2024 that you admitted, but it also shows that the same device (all from 2025) and IP address are linked to multiple accounts, with similar gameplay observed in September 2025, just prior to the blocking of your "latest" account. While we would appreciate the prompt identification of potential multiple accounts, it is generally accepted in the industry that account verification, including security checks, is conducted once a withdrawal request exceeding a certain threshold is made. Typically, it is at this point that any inconsistencies are identified. Every casino maintains a very strict policy regarding cases of multiple accounts, and the casino team has acted in accordance with its terms and conditions, which you agreed to when you registered your account, as previously communicated to you by the casino team through email.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing authority decision should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru