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Good afternoon,

Yesterday I opened an account at 1xbet casino, I made a deposit of €150 without requesting any bonuses, once the money was credited to my casino account, I decided not to play, I didn't like the variety of slots they have, I sent an email requesting a refund of the initial deposit to my bank account, after several hours of verification, I mistakenly excluded myself from the casino until August 2027. Now I can't access my casino account.

The casino emailed me saying I can't access my money until that date. I sent them my bank account and asked if they could return the deposit to the card used to make the purchase, and they refused. They don't want to give me my money back. I haven't played at this casino. I have the full deposit of 150 euros. Can you help me? Please!

Buenas tardes,

Ayer abri una cuenta en 1xbet casino, realice un deposito de 150€ sin solicitar bonos, una vez el dinero se acreditó en mi cuenta del casino, decidi no jugar, no me gusto la variedad de Slots que tienen, envié un correo solicitando la devolución del deposito inicial a mi cuenta bancaria, despues de varias horas realizando la verificación, por error me autoexcluí del casino hasta agosto de 2027. ahora no puedo acceder a mi cuenta del casino.

El casino me ha enviado un correo diciendo que no puedo acceder a mi dinero hasta esa fecha, les he enviado mi cuenta bancaria y tambien les he dicho si podian devolver el deposito a la tarjeta con la que se hizo la compra y se niegan. no quieren devolverme el dinero. No he jugado en ningun momento con este casino. Tengo el deposito integro de 150 euros. me pueden ayudar??? porfavor!!!

Dear player,

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

Could you please confirm that you have passed the KYC verification?

Please explain how the self-exclusion happened by mistake. Any details about what led to that (for example, during verification or account settings) would be helpful.

Could you please share your communication with the casino regarding the refund of your €150 deposit? 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 very much in advance for your reply.

Best regards,

Dominika

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I have already passed KYC, I am successfully verified.

After putting so many obstacles in the way of recovering my initial deposit, I tried alternatives on the casino website and accidentally self-excluded my account. Now I can't access my casino account. I've attached a screenshot. I also attach the terms and conditions, which state something different from what I've been told by email. I've forwarded the emails to you. Thank you for your help.

TERMS AND CONDITIONS:

11.3 Following the suspension of a Participant's gaming account as a result of exercising self-exclusion or self-ban, the Participant may only access their gaming account to withdraw the real money balance in their account and any prizes won during the suspension and originating from participations prior to the suspension. Once self-exclusion has been requested or a self-ban has been communicated, the Operator will not award the Participant any promotions or bonuses to which they were or could have been entitled from the date of suspension of their gaming account.

Ya he superado el KYC, estoy verificado correctamente.

Al poner tantos impedimentos para poder recuperar mi deposito inicial estuve probando altervativas en la web del casino y por errror autoexclui mi cuenta, ahora no puedo acceder a mi cuenta del casino, adjunto captura de pantalla, tambien adjunto los terminos y condiciones donde dicen algo diferente de lo que me han comentado por correo electronico, he enviado los correos a usteded. gracias por su ayuda

TERMINOS Y CONDICIONES:

11.3   Tras la suspensión de la cuenta de juego del Participante como consecuencia del ejercicio de la autoexclusión o autoprohibición, el Participante sólo podrá acceder a su cuenta de juego para retirar el saldo en dinero real de su cuenta y de los premios ganados durante la suspensión y que tuvieran su origen en participaciones anteriores a la suspensión. Una vez solicitada la autoexclusión o comunicada la autoprohibición, el Operador no adjudicará al Participante ninguna de las promociones o bonificaciones a las que tuviera o pudiera haber tenido derecho desde la fecha de suspensión de su cuenta de juego.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika