1xBet Casino - Spillerens konto er blevet lukket, og pengene er blevet konfiskeret.

My account with 1xBet Casino has been permanently blocked, and they are withholding my remaining balance of 3,000 EGP. The funds were fully transferred to the account, but they blocked it under the claim of gambling addiction. I have tried to contact their support team multiple times to recover my money, but there is absolutely no response or cooperation from their side. While they have the right to close the account for responsible gambling, they have no legal right to confiscate my deposited money. I request Casino Guru's urgent assistance to force 1xBet to refund my 3,000 EGP.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain when the incident happened?
• Have you created only a single account in the casino?
• Have you informed the casino of your gambling issues yourself, ot was this the casino's conclusion?
• Could you please share with me your communication with the casino after you contacted them regarding the refund of your unspent funds? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas,

Thank you for your reply and for looking into my case. Here are the answers to your questions:

1. The incident happened on August 24th.

2. No, I have created only a single account with this casino. I do not have any other accounts.

3. No, I never informed the casino that I have any gambling issues. This was entirely the casino's own conclusion. I was only using the platform for entertainment and fun.

I am looking forward to your help in resolving this matter and recovering my confiscated funds.

Best regards,

Ah

Dear AhmedM,

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, Matej (matej.l@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,

Tomas

Hello AhmedM, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of 1xBet Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.

Hello Ahmed,

Could you please provide your Player ID (Gaming ID) associated with your 1xBet account?

Thank you.

Best regards,

1xBet Team

Hello Matej,

The player contacted us regarding the account block via the email address associated with the account.

At the time of the block, the account was already open for withdrawal, and the player was subsequently able to successfully withdraw the remaining balance from his account.

Therefore, the balance was not withheld or confiscated by the casino, and the player has already successfully received the funds.

Best regards,

1xBet Team

Thank you very much for the confirmation, dear 1xBet Casino.

Dear AhmedM, could you please confirm whether you are satisfied with the outcome of this complaint or if there is anything else you would like to discuss before the closure?

Alternatively, you can use the "issue resolved" button to close the complaint automatically. Thank you for your cooperation and have a nice day!

Dear AhmedM,

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.