1xBet Casino - Pelaajan tili suljetaan ja varat takavarikoidaan.

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Hello,

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.?
• Have you lost access to your account directly after submitting documents for the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

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,

Attila

Hello Attila,

​Thank you for reviewing my case. Here are the answers to your questions:

​Which games did you focus on?

I mainly played Slots.

​Have you lost access to your account directly after submitting documents for the KYC verification?

Yes. After I provided all the requested documents to the 1xBet Security Department for KYC verification, they reviewed them and blocked/closed my account shortly after.

​Did you accumulate your winnings with or without an active bonus?

Regardless of the winnings or bonuses, 1xBet's Security Department explicitly stated via email that they would refund my original deposit amount (excluding winnings and bonuses). I accepted their terms and agreed to receive only my main deposit.

​Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

Yes, I was in communication with their Security Department via email. However, after I agreed to their condition to receive only my original deposit refund and requested them to process it, they stopped replying to my emails completely and cut off communication.

​I just want my original deposit refunded as promised by 1xBet. I hope you can help me resolve this issue and get my initial deposit back.

There is no point in taking this much time. I have shared everything. 1xBet said that they are obliged to refund my original deposit, excluding any winnings or bonus amounts. After that, I agreed to their terms, and then they cut off communication. I don't want any trouble, and I cannot wait this long anymore. My deposit is only 3000 taka, and I will be happy if they just return this. I agree to their terms.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience.

After reviewing your case, it has come to our attention that you have submitted multiple complaints regarding this matter. Based on the information available in those complaints, it is clear that false personal information was provided during the registration process.

We would like to emphasize that it is the responsibility of every player to provide accurate and verifiable personal information when creating a casino account. Providing false information constitutes a breach of the casino's Terms and Conditions and gives the casino the right to take action against the account, including confiscating winnings.

Under these circumstances, we are unable to conclude that the casino acted unfairly. Therefore, we regret to inform you that we must reject your complaint as unjustified.

Thank you for your understanding.

Best regards,

Attila