1xBet Casino - A conta do jogador foi encerrada e os ganhos confiscados.

Dear jahidhossain,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 1xBet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you used any other devices to log in and play at this casino (notebook, tablet)?
• Have all your KYC documents been accepted?
• Can you provide proof of purchase for this mobile device, indicating it was acquired secondhand?

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

Best regards,

Katarina

I have exclusively accessed my 1xBet account using my current mobile device. I have not used any other devices, such as notebooks or tablets, to log in or play on the platform.

2. KYC Verification:

All my Know Your Customer (KYC) documents were submitted and accepted by 1xBet. These included my national ID, driver's license, birth certificate, and E-TIN certificate.

3. Proof of Secondhand Mobile Device Purchase:

I have attached the cash memo as proof of purchase for my mobile device, indicating that it was acquired secondhand. This document confirms the date and details of the transaction.

Please let me know if you require any additional information or documentation to further assist with my case.

Sincerely,

[Md A***** A***]

Dear jahidhossain,

thank you for your message and evidence provided.

Could you please provide all the communications you had with 1XBet casino regarding this matter? My email is katarina.d@casino.guru.

Looking forward to your reply.

Katarina

Hello Katarina,

I have send all the conversation with 1xbet to your email.

Thank you very much, jahidhossain, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 jahidhossain,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help, but I must inform you that 1xBet Casino has previously been unwilling to provide us with the essential evidence needed to assess the situation. Furthermore, they have shown hesitance in considering our insights, which makes a favourable resolution to your complaint somewhat uncertain. Nonetheless, I will strive to find a way to help resolve the issue if feasible.

We would like to invite 1xBet Casino to join the conversation.

Dear 1xBet Casino,

I would appreciate more details regarding the player's actions that were considered a breach of your rules.

Should the issue be limited to the use of a device associated with a previously created account, I would appreciate your insights regarding the last usage of that account. If the 'old' account belonged to an entirely different individual, and the gameplay or activity linked to that account from that device occurred a considerable time ago without any impact or connection to the recent actions of the player, and it has not conferred any unfair advantage to the player, then this should not be grounds for confiscating their winnings.

Please forward the relevant information, including supporting evidence of the above to me at michal.k@casino.guru

Dear user and Casino Guru Team,

Of course, we are committed to assisting with the resolution of this case. However, before we can proceed with the appropriate escalation, we kindly request that the user provide their account ID number.

Please note that we require the numerical account ID, not the email address, in order to correctly locate and review the case.

Once this information is received, we will move forward with the necessary steps.

Sincerely,

1xBet Support Team

Thank you for your response, 1xBet Casino Team.

If I'm not mistaken, the player's 1xBet ID should be 74049098, but of course, I would like to have this confirmed by the player.

Dear jahidhossain,

Please confirm your 1xBet account ID number.

My 1xbet Id number was 1003476089

I kindly request 1xBet Representative, read my case to understand what actually happened. That was not my fault.

I would also like to inform that I live in a rented house where the building owner provides the Wi-Fi. It is possible that before I moved in as a tenant, someone else might have used that Wi-Fi or IP address to access a 1xBet account. However, I can assure you that I do not personally know the individuals who have been mentioned.

My 1xbet Id number is 1003476089.

Dear user,

Thank you for the information provided. We have escalated your case to the relevant department for further review.

Please wait for a response — we will notify you as soon as we receive any updates.

Best regards,

1xBet Support Team

I'm waiting for a response

Dear user,

Thank you for your patience.

Please be advised that the Security Department is still in the process of verification. We kindly ask you to keep an eye on your account on the website, as new instructions will be provided there once the review is completed.

We appreciate your understanding.

Best regards,

1xBet Support Team

Dear 1xBet Support Team,

Thank you for your email. I have responded back with some additional queries and am looking forward to your reply.

I'm Still waiting for a response, the issue was not solved.

Dear user,

Your case is still in progress. We are currently waiting for an update from the responsible department. We will inform you as soon as we receive any news.

Thank you for your patience.

Best regards,

1xBet Support Team

Dear jahidhossain,

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.

I'm Still waiting for a response. Dear casino guru team, kindly ask 1xbet representative to provide the information.

Dear 1xBet Support Team,

I would appreciate it if you could clarify the reason for the delay. Furthermore, I have yet to receive a reply to my most recent email. Could you kindly respond at your earliest convenience?

Dear Michal,

Thank you for your continued patience, and please accept our sincere apologies for the delay in response.

The matter required some internal coordination, which temporarily impacted the processing time. We have now sent a full reply to your email and remain at your disposal for any further assistance.

Best regards,

1xBet Support Team

Dear 1xBet Support Team,

Thank you for your email. I have replied with some further questions, and I look forward to your response.

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 User,

Thank you for your message.

We would like to inform you that we have replied to your email with additional information regarding your case. Please check your inbox and let us know if you have any further questions or concerns.

1XBET support team

Thank you for all the information and evidence, 1xBet Support Team.

Dear jahidhossain,

After gathering all the necessary information and evidence, I cannot further pursue your case and am forced to close your case as rejected. While your situation is quite unique, and if it only pertained to the usage of the same device, we might not fully agree with the casino team's actions; however, not only were there multiple accounts created and actively used on the same device, but there were even similar IPs from the same region used, and very similar gameplay was detected on the accounts.

Multiple other accounts from similar IPs from the same region, like you, that had similar gameplay have already been closed by the casino team.

The account that was created from your mobile phone was previously flagged for arbitrage betting, which is a violation of the casino's rules. Similar gameplay patterns were also flagged on your account. Considering all these occurrences, it is very unlikely to be just a coincidence, and the casino team acted in line with their rules, to which you agreed when you registered your account.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know their decision should you opt for this route at michal.k@casino.guru

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru