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I am playing at this casino from many times.

I recently won 27000 from but the company deducted my balance.

I asked them for the reason they simply ignored me.

Please help me in this.

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Dear Sudha98,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions so that I can better understand the situation.

• Is there any chance that someone from your household, or using the same IP address, has also created an account at this casino?
• Have you logged into your casino account using only your personal device, or have you used a shared device as well? Additionally, is there anyone in your household or anyone else who may have had access to your device who also has an account at this casino?
• Could you please confirm whether you have successfully passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Veronika

Dear Sudha98,

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,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of Sudha98. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following message:

Sorry for the delay

1. I am the only one in my household who plays at 1xbet.

2. I logged in with my personal details.

3. Yes I have successfully passed my KYC verification.

4. I won my previous bonus.

Thank you for your response.

Could you please specify what types of games you played to accumulate your winnings?

Additionally, kindly send me a link to the bonus you activated and played with.

Please also forward all communication between you and the casino customer support regarding the closure of your account to veronika.f@casino.guru. Kindly include the full email thread, not just screenshots.

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.

Thank you for your understanding.

Best regards,

Veronika Fritz

Casino.Guru