Account Blocked Due to Operator Error

Greetings, I would like to receive help from one of the gurus if possible.

I have never had problems with 1xbet, I don't have multiple accounts or do anything strange, in fact I lose more than I win hahaha. My problem is the following, I bet on a combination of two soccer games which I won, I decided to withdraw my money (It is the first time I have done so) and it could not be possible since I was missing some mandatory fields to fill out, I spoke to the operator and fill out this information, so far so good. I only need to give the NIF (Tax Identification Number) since this is for Spain and I am Venezuelan. I spoke with another operator and she said that she would pass my case to the financial department, everything was fine.

The problem happens when I am using the customer support APP and there are some options in the Text chat and there is one that says something like "I can't control this, I want to end everything now" And in my innocence, I thought it was a link to an article and I found it interesting to read it to kill time and inform myself a little more. But it was an option for the operator and this (Without any confirmation or mediating words with human treatment) She just said "One moment please" and blocked my account, before it was blocked I told her something like "It's not necessary, I don't have No problem, it was just a confusion thinking it was an information link" But she didn't answer me anymore and just blocked the account, I want to believe it's a bot.

I have well-earned money in my account that I would like to withdraw since I have it, I have never had a problem with 1xbet, I have not broken any rules or anything like that, this was the fault of that operator/bot who did not even read my message , I would like help to unblock my account since this is unfair and unacceptable, plus my money is there and I have not broken ANY rules.

I already sent 2 emails to block@1xbet-team.com but I have not received a response nor do I know the approximate time, I would appreciate help of any kind, thanks in advance.

Hello!

I would say that even if your account gets blocked the way you described, the casino must take all necessary steps to pay out all the money left in your account and collected in accordance with the rules.

Thus, I find it quite strange that there has been no previous agreement.

May I know since when your account has been so unluckily blocked, please?

I'm trying to figure out how much time has passed, to estimate whether it's time to be seriously concerned. I mean, the fact you have no clear response, is not actually very reassuring.

So please, let us know how it continues for you.

Hello Radka! I really appreciate your concern and help, this happened yesterday. I have already sent 2 emails with my data to speed up the process but I still have no response. An operator tells me on the phone that this may take "A couple of days", but it still seems very unfair to me since my account was blocked by that bot. /operator without even confirming, I have never broken any rules.

It would be very helpful to me if you could help me with this issue since I am counting on this money and I am very stressed, thank you in advance!

Have you received any email from the casinos support with an explanation about the blockage of your account, by any chance? It would be really good to know what is happening, for sure. Sometimes there is some additional check needed, as I can say from my experience, but it is always wise of the casino to warn the player, somehow, about the blockage of the account.

I would recommend you to submit a complaint here with our team, but they can only intervene after the 14 day time period we usually give casinos to proceed the payment. So, for now, there is not much to do, just wait for any new information from the casino. Please let us know about any update regarding this and try to keep calm, if possible.

Greetings Romi! Thank you for responding, right now the problem is not the payment (I will surely have to resolve that soon), right now the problem is that my account was blocked unfairly and without any type of confirmation from the bot/operator. I repeat, I have never broken any rules and I am a user who used the application regularly without problems, the only misunderstanding was that I clicked on a link that said "I want to end everything, I can't control this" Thinking it was the link to A helpful article and it was interesting for me to read, but I don't have any type of problem. Likewise, I said in the chat with the operator that it had been a mistake, that it was not necessary to take any type of action, yet this "operator" did not ask for any type of confirmation or offer me help to withdraw my money before blocking the Mind you, he just did it and this was in very bad taste, it's wrong. I now have a considerable amount of money trapped in my account that was blocked without asking for confirmation and without having broken any rules.

My question is the following, knowing that it was an error by the operator or 1xbet, do I still have to wait 14 days for them to unlock my account that was unfairly blocked? It's been almost 2 days and they haven't responded to any email from their unlock email. Thanks in advance and happy day.

To give more context, the email they told me was block@1xbet-team.com but I still don't have any type of answer when it should have been something that they resolved instantly, a frequent user who has not broken any rules should not be going through these unpleasant situations.

It looks to me like some kind of responsible gambling tool, an I right? If so, I can understand that the casino is taking this long to "investigate", as I could call it. Imagine a case where some player with gambling problem uses this tool and then suddenly decides to change mind because he/she really needs to play. Do you get my meaning here? In such cases the casino has to make sure, that it is ok to reopen the account.

I hope your issue will get solved soon, and will wait for any update from you.

Good morning Romi! What seems strange to me is that this is already the third day and I don't even have a response that they received my email, and equally if they want to "protect me" they should at least return my money before blocking me from their platform. I understand what you mean, but they should be just as quick at resolving their customers' problems as they are at blocking accounts, I'm very worried about my money.

Good morning to you too. I truly understand your point of view, but unfortunately am not able to help out in any way. Have you tried to contact them, to ask how long it is gonna take, perhaps?🤷‍♀️