1xBet Casino - O acesso à conta do jogador está atrasado.

Dear Casino Guru Team,

I would like to file a complaint against the online casino 1xBet.

I haven't been able to log into my account for some time. I've tried several times to reset my password using the "Forgot Password" function – unfortunately, to no avail, as I don't receive an email or the process doesn't complete.

I've contacted 1xBet's customer service several times, but I haven't received any helpful response. This is a serious problem for me, as there is money in my account that I currently have no access to.

I request Casino Guru to assist me in this case to:

Restore access to my account or

To enable a withdrawal of my balance

I am willing to provide proof of identity or other information to verify my information if necessary.

Thank you in advance for your support.

LG

Mersat

Sehr geehrtes Casino Guru Team,

ich möchte hiermit eine Beschwerde gegen das Online-Casino 1xBet einreichen.

Seit einiger Zeit kann ich mich nicht mehr in mein Konto einloggen. Ich habe mehrfach versucht, das Passwort über die Funktion "Passwort vergessen" zurückzusetzen – leider ohne Erfolg, da ich keine E-Mail erhalte oder der Vorgang nicht abgeschlossen wird.

Ich habe den Kundendienst von 1xBet mehrfach kontaktiert, jedoch bekomme ich keine hilfreiche Rückmeldung. Es handelt sich für mich um ein ernstes Problem, da sich Geld auf meinem Konto befindet, auf das ich aktuell keinen Zugriff habe.

Ich bitte Casino Guru um Unterstützung in diesem Fall, um:

Den Zugang zu meinem Konto wiederherzustellen oder

Eine Auszahlung meines Guthabens zu ermöglichen

Ich bin bereit, bei Bedarf Identitätsnachweise oder weitere Informationen zur Verifizierung meiner Angaben bereitzustellen.

Vielen Dank im Voraus für Ihre Unterstützung.

LG

Mersat

Dear mersta,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 1xBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you create your account?
• Were you opening the website and registering from Austria?
• Did you pass the verification before you lost access to the account?  
• How long have you been experiencing this issue with accessing your account?
• Have you tried contacting customer service through different methods (email, live chat, phone)?

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear mersta,

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.

Excuse me please.

The account was created on June 27, 2016.

The account was created from Canada at that time.

I was asked for verification and sent a document to Russia by mail, which is strange but I did it anyway so I could verify my account, but nothing happened.

I just noticed the problem again, but unfortunately I can't say when it started. I've been out of the sports betting industry for ages, haha 🙂

Customer service, unfortunately, could not help me, and when I log in I do not receive a confirmation email to receive the code that I need when logging in.

LG

Mersat

Entschuldigen Sie bitte.

Das Konto wurde am 27.06.2016 erstellt.

Das Konto wurde damals aus Canada erstellt.

Ich wurde zur Überprüfung angefragt und habe ein Dokument nach Russland gesendet per Post, was seltsam ist aber dennoch gemacht damit ich meinen Account verifizieren kann, aber nichts passiert.

Das Problem habe ich gerade eben erst wieder bemerkt, kann leider nicht sagen ab wann das war. Ich war ewig raus aus der Sportwetten Branche haha 🙂

Kundendienst, konnte mir leider nicht helfen, ich bekomme auch beim Einloggen keine Bestägigungsmail um den Code zu erhalten, welche ich beim Log in benötige.

LG

Mersat

Dear mersta, could you please explain it in more detail? Were you located in Canada when you created your account? What country did you choose in the registration form, or when filling in your profile information?

Have you been playing from Austria lately? It seems Austria has been a restricted country for at least 6 months, based on our review of this casino.

How long ago did you send your documents via mail to verify your account?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I was in Canada when I created my account, yes.

I'm not sure what I entered on the registration form, I hope you can understand.

No, since I can't log in, I couldn't play at all, not even from Austria.

The documents were sent by mail no more than six months ago. But as I said, no response, nothing at all.

Of course, I will share the relevant communication with you via email.

Ich war in Kanada als ich meinen Account erstellt hatte , ja.

Ich bin mir nicht mehr sicher was ich eingetragen hatte beim Registrierungsformular, hoffe das können Sie verstehen.

Nein da ich mich nicht einloggen kann, konnte ich gar nicht spielen auch nicht aus Österreich.

Die Dokumente damals per Post ist nicht länger als 6 Monate her. Aber wie gesagt, keine Antwort, kein gar nix

Selbstverständlich werde ich die relevante Kommunikation mit Ihnen per Email teilen.

Where were you located when you had access to your account for the last time?

Please specify if you have already sent any communication between you and the casino to my email natalia.b@casino.guru? I haven't received anything so far.

The last time must have been Canada or Germany, unfortunately I'm not sure anymore.

I haven't sent a message yet.

Das letzte mal müsste Canada oder Deutschland gewesen sein, bin ich mir leider nicht mehr sicher.

Ich habe noch keine Mitteilung gesendet.

Dear mersta, please be informed that Germany is also a restricted country, and you shouldn't be able to open the casino's website with a German IP address.

I still haven't received any communication from you.

Dear mersta,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru