1xBet Casino - Igračev nalog je blokiran.

My country of residence is Iran, which is not listed in the dropdown menu. Please consider this when reviewing my complaint.

My 1xbet account has been frozen and I cannot withdraw my funds. The Security Department stated they cannot verify the account belongs to me due to a registration error. I accidentally entered my first name and last name in reverse order (Mirsalim as first name, Reza as last name) due to haste and lack of English knowledge. I have provided my correct information based on my National ID card:

- Correct First Name: [hidden by Casino Guru]

- Correct Last Name: [hidden by Casino Guru]

- National ID: [hidden by Casino Guru]

- Date of Birth: [hidden by Casino Guru] (Solar Hijri) / [hidden by Casino Guru] (Gregorian)

- Phone Number: [hidden by Casino Guru] (registered under my name)

- Email: [hidden by Casino Guru]

I have sent multiple emails to the Security Department (security-en@1xbet-team.com) and even contacted the Block Department (block@1xbet-team.com), but no one has resolved my case. My emails have been ignored or met with generic replies such as: "Please pay attention to the requirements of the Security Department, otherwise further actions are impossible."

I request my account to be unfrozen so I can access my funds. If that is not possible, I request a full refund of my balance. I am ready to provide any additional documents if needed."

"I am currently facing a technical issue with the document upload feature on your website. I have all the required documents ready and can send them via email if needed. Please let me know how I can forward them to you."

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is the reversed order of your first and last name the only mistake you made when filling out your casino profile? Have you entered all other personal information truthfully and correctly? If possible, please send me a screenshot showing the personal information entered in your casino profile.
• Did you provide your correct country of residence and address when completing your casino profile?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• What is the current real-money balance in your casino account?

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

Best regards

Veronika

Dear Veronika,

Thank you for your message. Please find my answers below:

1. Yes, the reversed first and last name was the main mistake. I also entered my National ID and date of birth incorrectly because I had no knowledge of English at the time of registration. All other personal information was entered truthfully and correctly. I have already sent a screenshot showing the personal information entered in my casino profile via email.

2. Yes, I provided my correct country of residence (Iran) and city (Rasht) when completing my casino profile.

3. I played sports betting and also tried slots several times.

4. I won 150,000,000 IRR with a bonus, and after that, they requested document verification.

5. My current real-money balance in my casino account is 288,951,690.75 IRR.

Please let me know if you need any further information.

Best regards,

R. M.

1xbet ID: [hidden by Casino Guru]

Phone: [hidden by Casino Guru]

Email: [hidden by Casino Guru]

Dear Reza83,

Thank you for your reply and for providing the additional information.

You have confirmed that, when registering your account, you did not only reverse the order of your first and last name, but also entered your National ID number and date of birth incorrectly. These are important personal identification details, and while we understand that the incorrect information may have been entered unintentionally, this does not remove your responsibility for ensuring that the personal information provided during registration is accurate and can be verified.

Unfortunately, based on the circumstances described, we cannot require the casino to accept the account with incorrect registration details or to release the balance when the information originally provided is not accurate.

We have also taken note of your explanation regarding the 150,000,000 IRR used to purchase the HotVoucher. According to your own statement, 125,000,000 IRR originated from a withdrawal made to your friend's email address, while an additional 25,000,000 IRR was transferred to you by your friend via a card-to-card transfer. You then used these funds to purchase the HotVoucher used to deposit into your 1xBet account. Therefore, based on your own description, you funded your 1xBet account using funds that were originally associated with a third-party account/payment method. That is also a breach of the casino's Terms and Conditions.

Unfortunately, based on the information available to us, we are unable to require the casino to unfreeze your account or release the remaining balance. Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika