1xBet Casino - Pelaajan tili on suljettu ja varoja haetaan takaisin.

I am submitting this complaint regarding my 1xBet account, which has been permanently closed by 1xBet while I still have a significant remaining balance in the account.

I had been using my account and making deposits and withdrawals. My account was later placed under a security/KYC investigation. I cooperated with the Security Department and provided the documents and information they requested, including identification documents, verification photos, bank transaction information and other requested evidence.

Despite my cooperation, 1xBet eventually informed me that they had decided to permanently close my account and end their relationship with me. They stated that the decision was final.

My main concern is not reopening the account or receiving any bonus. My concern is the money that remains in my account. I have worked for and deposited this money, and I need to know how I can legally withdraw my remaining balance after the account has been closed.

The amount involved is approximately 14,508,882 KRW.

I have repeatedly asked 1xBet to explain the exact procedure and payment method through which my remaining balance can be returned to me, but I have not received a clear and satisfactory solution.

I respectfully ask Casino Guru to review my case and help me communicate with 1xBet regarding the release and payment of my remaining balance. I am willing to provide all relevant documents, transaction records, screenshots, emails and correspondence with 1xBet as evidence.

I am not asking Casino Guru to restore my account. I only want a fair and transparent resolution regarding my remaining funds.

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the documents that you sent to the casino for the verification of your account at veronika.f@casino.guru? Kindly include the conversations between you and the casino customer support regarding their verification requests, as well as their communication informing you that your account was subsequently closed.
• Has the casino reviewed and approved any of your documents before your account was closed?
• What types of games did you play shortly before your account was placed under security review?

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

Best regards,

Veronika

They first asked me to provide my ID card or passport. After that, they requested a selfie holding my ID document, along with the phone I used to access my account, with my account login visible. They then requested my bank statements as part of the verification process.

I provided all the documents and information they requested. However, after completing the verification process, they informed me that they would close my account and that this was their final decision.

At the time of the closure, my account had a balance of 14,508,882 KRW. This amount was accumulated from my own deposited funds and winnings from playing baccarat on their platform. I played baccarat with my own money and won this amount; I did not use promotional or bonus funds to obtain these winnings.

Thank you for your emails.

• Could you please forward me the bank statements in PDF format that you provided to the casino as part of the verification of your account?
• Could you also confirm whether the personal information in your casino profile matched the information shown on your identity documents?
• Am I correct in understanding that the casino blocked your account because it suspected you of having multiple accounts?
• Finally, is there any possibility that someone from your household, or someone using the same IP address, also created an account at this casino?

Thank you for your cooperation.

The personal information on my casino profile matches the information shown on my identity documents. There is no mismatch in my name or personal details.

Yes, I understand that my account was blocked because the casino suspected that I was using multiple accounts. However, I would like to clarify that I did not create or operate multiple accounts belonging to me.

I live together with five people, and we use the same Wi-Fi/internet connection. Therefore, it is possible that multiple people in our household have used the same IP address to access the casino. Sharing the same IP address does not necessarily mean that the accounts belong to the same person or are being operated by one person.

Thank you for your reply.

Do you and the other five people in your household use the same device to access your respective accounts? Have you or any of the other household members ever used the same phone, tablet, or computer to log into your respective accounts?

Have you used the same payment method to deposit funds into your respective accounts?

Have you all claimed the same bonuses or played the same games?

Regarding the devices, we have never logged into each other’s accounts or used the same phone, tablet, or computer to access our respective accounts. Each person used their own device to access their own account.

Regarding payments, sometimes we helped our friends with deposits using the same payment method/payment account. This was only to help them make a deposit; it does not mean that we accessed or operated their casino accounts.

Regarding bonuses and games, I cannot say whether the other people claimed the same bonuses or played the same games, because I do not know the details of their accounts or activities.

Thank you for your reply. I have reviewed the Terms and Conditions, and this is what I found:

1.4 Customer verification

Each customer is allowed to have only one account. Customers can register only one account associated with their household, address, e-mail address, IP address, debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website.

Furthermore, please check our Fair Gambling Codex for Players:

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card, or this possibility is communicated beforehand. Technically, it is very difficult to check who the owner of the payment method is at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. Since you admitted that you and your friends used the same payment method for depositing into several different casino accounts, I'm afraid there is not much we can do for you.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika