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Complaint Title: 1xBet confiscated my balance and only partially refunded deposits after account closure.

Complaint Details:

I am filing this complaint against 1xBet regarding my account ID [ 1139563051].

On December 12, 2025, my account balance was 42,058.5 EGP. Following a "rigorous investigation" by the Security Department, the company decided to terminate our collaboration and close my account based on allegations of "multi-accounting".

While the company's notice stated they would refund the account balance as it stood at the start of the investigation (minus voided winnings), they have only refunded 8,511 EGP to me.

This is unfair and unacceptable for the following reasons:

My recent deposits on December 11th and 12th alone totaled 22,357 EGP (13,857 + 3,500 + 2,000 + 3,000).

The amount refunded (8,511 EGP) does not even cover 40% of my latest deposits, let alone my total balance of 42,058.5 EGP.

The company explicitly stated in their email that they would ignore any further questions or communication from my side regarding this case.

I am requesting the help of Casino Guru to mediate this dispute. At the very least, I am entitled to a full refund of my original deposits totaling 22,357 EGP, as the company cannot legally seize my deposited principal. I have attached screenshots of my balance, my transaction history, and the email received from their security team as evidence.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ____ Casino.

Please allow me to ask you a few questions so 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?
• Could you please advise if you have passed the verification of your identity and account? Which documents did you provide during the process?
• Have you accumulated your winnings with the help of a bonus or a promotion?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Hamzaahmedmuhamed,

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.

Hello Tomas,

Thank you for your response and for your continued assistance with my complaint. I appreciate your involvement, and I would like to provide clear and precise answers to your questions:

Regarding the IP address:

Yes, there is another individual in my household who has an account and uses the same IP address on 1xBet. This situation is purely circumstantial and does not involve any intent to violate the casino’s rules or gain an unfair advantage.

Account verification:

I confirm that I have successfully completed the full verification process. I submitted my ID and all required documents in accordance with 1xBet’s procedures, and they were accepted without objection at the time.

Funds and bonuses:

The disputed balance was accumulated using my own deposited funds, in addition to a bonus provided by 1xBet. No prohibited methods, abuse, or manipulation were used in any way.

Type of activity:

All winnings resulted solely from sports betting (matches). I did not engage in any restricted games or activities that would violate the terms and conditions.

Authorization:

I hereby grant you full and unconditional authorization to contact 1xBet, discuss the accusations made against me, and review my case directly with them.

I also confirm that I have already sent all relevant emails and prior communications between myself and 1xBet to your email address (tomas@casino.guru), in the interest of transparency and to facilitate a fair resolution.

I am confident that an objective review of these facts will demonstrate that the action taken against my account was unjustified. I look forward to a fair and prompt resolution of this matter.

Kind regards,

Hamza *****

Thank you for the additional information and for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We can only ask online casinos to return your deposits in instances where we are convinced you are eligible for them. Since we can't determine the merit of the casino's accusations, we are unable to pursue refunds on your behalf.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter problems with any online casino. We’ll be more than happy to do our best to assist you.

Best regards,

Tomas

Casino.Guru