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Hello

After gambling and winning in casino games, I had around $1,400 in my account. I requested a withdrawal, and the security team asked me to provide the following documents :

Photos of my ID card.

Skrill account statement.

A picture of me holding the ID.

Email correspondence with customer support.

After submitting all the required documents, the site fabricated baseless reasons to block my account and refused to pay me my winnings of approximately $1,400. This is completely unacceptable.

Dear REKTO,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

What reason did the casino give for blocking your account?

Have you provided all the required documents as soon as possible and in the correct format?

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

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello

Thank you for addressing my complaint. I am going through a difficult crisis and want the 1xbet to pay me my money. This is unacceptable.

1 -I swear to you, no one in my family has any other account. Moreover, I only have one brother, and he has not been living here with me since 2016.

2 -The site sent me a list of ridiculous reasons, such as financing terrorist activities, being part of a large group, having multiple accounts, and other absurd claims. How could I finance terrorism with just $1,400? What are these ridiculous reasons? Even if they spoke to Interpol, they would be laughed at.

3 -I sent them all the documents they requested, including:

My national ID card.

Skrill account statement.

A photo of me holding my ID card.

Another phone showing my correspondence with security support.

4- There was no bonus activated. That is my money, which I wagered and won. I have never received any bonus before.

I will send you email correspondence with security support.

Ms. Dominika, please assist me with my complaint. The site shows no concern for the player's situation. My condition is dire, and I am waiting for a response every minute.

I have been treated unfairly and have sent them all the required documents, including photos with my ID and a financial statement.

Dear REKTO, I have not received any email communication with the casino from you.

Did you deposit money using a payment method registered in your name?

Did you use a VPN?

After all this delay in the verification process and finding no additional reasons, my account was suspended with a list of baseless accusations:

And I did not use any VPN.

Opening multiple accounts.

Collusion with organizations.

Using unauthorized programs.

And even worse, they claim to have reported me to law enforcement agencies like Interpol.

Is this really happening just because I won $1,400 and they refuse to pay me my money?

1-Initially, the website requested me to send a picture of my ID card, which I provided.

2-Then, they asked for a Skrill account statement registered under my name, as used on the 1xbet platform,

and I sent it as well

3- Finally, they required an additional verification advanced step: I had to take a selfie holding my ID card near my face, with my computer screen next to me showing the inbox messages from the security department.

I Sent All requested me

If that's the case, I have no problem. I will report this to Interpol myself and tell them that I won $1,400, but the site refused to pay me my money. This is unbelievable, isn't it, Ms.Dominika ?

Thank you very much, REKTO, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you REKTO for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1xBet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello! Thank you for contacting us. Please provide us with your gaming ID so that we could look into the situation regarding your account and get back to you

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 Player,

Thank you for your patience.

We have escalated your case to the relevant department. As soon as we receive a response regarding the reason for this issue, we will inform you immediately.

Thank you for your understanding.

Best regards,

1xBet Team

Dear Player,

Your account was blocked due to standard procedures related to multi-accounting. This decision was based on factors such as the use of the same device, gaming patterns, and potential familial connections to the owner of another account.

It is also important to note that our cooperation with you was terminated back in 2020. It has now been four years, and at the time, you were provided with all the necessary information regarding the results of the verification process and the termination of our cooperation.

According to the platform's rules, the time frame for disputing such matters has long since expired.

We appreciate your understanding in this matter.

Best regards,

The 1xBet Team

Please note that I have sent you more than 300 messages every year and every month. I do not have any other account and I do not have any family to talk about. I only have a brother who is not with me. This is unfair. Pay me my money.

It is dangerous that 1xbet uses threatening methods such as telling me that they will report me to Interpol because I requested to withdraw $1400. This is a crime of threatening players to keep quiet about their rights.

Pay me My money Please

Thank you for the update 1xBet Casino representative. Would it be possible to provide me with evidence of multiple accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear All,

We cannot provide such evidence to any third parties, as stated in the terms and conditions you accepted upon registration. Additionally, the security department will not share any more information beyond what has already been communicated to you on the day of your account ban and placement on the blacklist. This is because you were banned for violating our terms and conditions.

Furthermore, this case has already expired. We stand by our position regarding this and similar cases and will not be accepting any further correspondence from the individual involved.

Thank you for your understanding.

Best regards,

1xBet Support Team

Dear sir Peter

Dear 1xBet Support Team,

First and foremost, I would like to express my gratitude to Casino Guru for stepping in to address this injustice and the violations of player rights that have occurred.

I must clarify that I do not have any additional accounts, and I can provide all evidence proving that I own only one account. My brother, who does not live in the same country as me and has been away for a very long time, is irrelevant to this matter.

The situation is quite simple: I requested a withdrawal, which was rejected. Following that, I was asked to provide a large number of photos and documents, some of which were extremely difficult to obtain, such as selfies with my email, holding a computer, travel-related documents, and extensive correspondence with your support team. Despite these challenges, I submitted all the requested materials.

However, instead of processing my withdrawal, the company fabricated various excuses to avoid payment.

The most alarming aspect of this situation, which demands accountability, is the site's threat to report me to law enforcement agencies, including INTERPOL. This is an unacceptable and extreme measure that should not be tolerated under any circumstances.

Finally, I must emphasize that this complaint will remain a stain on your platform’s reputation. It serves as a warning to other players to avoid gambling with a site that employs deceptive practices and disregards fairness.

I urge you to reconsider this matter and address these violations seriously. It is not only a breach of trust but also a threat to player rights and fair practices

I apologize REKTO, but we regret to inform you that we cannot assist you further. As it has been years since the initial issue arose we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter