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Title:

1xBet blocked my account after deposits and refused payout

Complaint:

Hello,

My name is Stefan P*** (Player ID: hidden by Casino.Guru). I am filing a complaint against 1xBet regarding my account being unfairly blocked and my winnings withheld.

Initially, I had requested that my old account be deleted. Later, I opened a new account (One Click registration), where I successfully made a deposit and a withdrawal without any problems.

On 10.08.2025, I made four deposits via Binance totaling 205 USDT at the following times:

35 USDT at 01:05:04 am

55 USDT at 02:43:55 am

57 USDT at 03:03:57 am

58 USDT at 03:33:58 am

After playing, my balance reached 563 USDT.

When I tried to withdraw for the second time, they suddenly requested verification. I attempted to verify the account and, during a chat with their support team, I clearly gave my real name as Stefan P***.

Immediately after that, I was logged out and could no longer access my account because it was blocked.

In one of my chats with support, I honestly mentioned that I have issues with gambling. However, I never stated that I have any medical condition or disorder.

Despite this, they absurdly requested that I provide a medical certificate from a psychologist stating that I do not have a gambling disorder — something completely irrelevant to verifying my account or processing a withdrawal.

What is important:

I have proof of their first payout to me from this same account.

I have proof of all four deposits made on this One Click account.

They took my deposits, allowed me to play, and even paid out once — but when I was in profit again (563 USDT), they refused to pay and blocked me instead.

This is an unfair practice. I deposited real money, played according to their rules, and should receive either my winnings or at least the full amount I deposited.

I am providing screenshots of deposits, payouts, and support chat as evidence.

I kindly request Casino Guru to assist me in resolving this matter and ensure 1xBet pays out my rightful winnings.

Thank you for your assistance.

Best regards,

Stefan P***

Dear player,  

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:  

• Could you please specify the reason why you requested to delete your old account?
• Was your old account verified? When exactly was it deleted?
• When exactly did you mention having gambling problems to the casino?
• What specific information did 1xBet provide when your new account was blocked?
• Did you accumulate your winnings with or without an active bonus?  

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

Important Notice:

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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.

Hello Natalia,

Thank you for your reply. Here are the answers to your questions:

Reason for deleting my old account:

I requested to delete my old account because I wanted to start fresh with a new registration method and correct some outdated personal details.

Old account verification:

My old account was fully verified before I requested its deletion. It was deleted after my request to customer support — unfortunately, I don’t recall the exact date, but it was earlier this year (2025).

When I mentioned gambling problems:

I told 1xBet support that I was facing some difficulties controlling my gambling and would like to limit my access. I never stated that I had a diagnosed gambling disorder. Despite that, they requested a medical certificate from a psychologist confirming that I do not have such a disorder, which I found unusual and irrelevant to the withdrawal process.

Information given when my new account was blocked:

They informed me that my account was blocked pending submission of the psychologist’s certificate. This happened after I deposited a total of 205 USDT and won 563USDT (after my first successful withdrawal from the new account).

Bonuses:

All deposits and winnings were accumulated without any active bonus. Didnt even touch bonus.

I hope this clarifies the situation. Please let me know if you need exact deposit/withdrawal timestamps or screenshots — I have all of them ready.

Best regards,

Stefan P***

Dear player,

• Can you please elaborate on what exactly you mean by a "fresh start"? What outdated information did you want to update?
• Do you have any email confirmations with the exact date when your old account was closed? Or can you at least specify the month?
• Please specify if you mentioned gambling problems when having the old account active, or now with the new one?
• Did you claim any bonuses with the old account?
• Have you tried to reactivate your old account before creating a new one? Or informing the support about your old account before creating the new one?

Hello,

By "fresh start" I meant that I had deleted my old account and wanted to start again with updated and accurate personal details (email, phone, documents). Since my old account was removed, I believed I could open a new one without any issues.

My old account was closed in late 2024 or early 2025. Unfortunately, I do not have an email confirmation with the exact date.

I have never mentioned having a gambling addiction or any medical condition related to gambling. When I closed my old account, I told support that I wanted to stop because gambling was taking too much of my time and affecting me negatively. This was simply my personal reason for deleting the account, and I never provided any documents or confirmation stating that I have an illness.

I do not recall claiming any bonuses with my old account.

I did not try to reactivate my old account before creating the new one, and I also did not inform support about it because I believed it was permanently deleted. My intention was never to bypass any rules — I acted in good faith, thinking I was starting clean with correct, up-to-date information.

Best regards,

Stefan ****

Dear player, I have checked the terms and conditions of the casino and have found the following information:

Each registered customer is allowed to have only one account. Customers are allowed to register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website.

No registered customer is allowed to be re-registered as a new customer (under a new name, with a new email address, etc.).

Since the creation of multiple accounts is a clear breach of the casino’s terms and conditions, we are unable to uphold your complaint. The second account was opened knowingly, and since the account was created via "quick registration" with no personal information, the casino had no prior grounds to connect it to the previous account and block it immediately. The responsibility lies with the player in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Natalia