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Dear Casino Guru Team,

I am filing a new formal complaint against 1xBet Casino for the unlawful confiscation of my legitimate personal funds totaling 122,559 MAD under Player ID: [redacted].

I registered my personal player account using my authentic identity document (Moroccan National ID Card). My gaming account was successfully funded with a balance of 122,559 MAD. However, the moment the funds were credited to my account, 1xBet completely blocked all withdrawal capabilities and locked my account features.

I have strictly complied with every single directive from their security team. I uploaded my official ID card, provided all transaction receipts, and successfully completed FOUR separate live video verification conferences with their compliance department. My identity is undeniable, and the funds belong to me personally.

Despite full verification, 1xBet Security (Ticket #[redacted]) has officially stated that my verification failed, and they have openly refused to release or return my money. They are threatening to close my account permanently while stealing my 122,559 MAD investment.

Since Casino Guru mediates disputes regarding frozen funds and unfair confiscation for individual players, I urgently request your team to investigate this blatant refusal of payout and help me recover my capital.

Player Details:

- Player ID: [redacted]

- Country: Morocco

- Disputed Balance: [redacted]

- Security Ticket: [redacted]

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Lamiaa100,

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 situation.

Could you please provide the timeline of events?

• date of registration
• date of deposit (if it's multiple deposits, state the dates with the corresponding amount)
• date when KYC started
• dates of when the four video calls happened
• date when your account got blocked

Which documents were you asked to provide during the process? Please forward them to jean.s@casino.guru.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you for reviewing my case (Complaint ID: 212058). Below is the brief chronological timeline and the requested details regarding my disputed 122,559 MAD principal capital:

• Account Registration: April 25, 2026. I registered my personal player account (ID: [redacted]) using my National ID [redacted] following direct instructions from my 1xBet MobCash manager.

• Capital Transfer: April 29, 2026. The remaining balance of 122,559 MAD from my blocked MobCash Agent panel was internally transferred into this player account (ID: [redacted]).

• Instant Freeze & KYC: April 30, 2026. Within 5 minutes of the transfer, 1xBet disabled all withdrawal and betting functions on my account and demanded KYC.

• Video Verification: Between April 30 and mid-May 2026, I fully cooperated and successfully completed FOUR separate live video verification conferences.

• Final Rejection & Sabotage: In mid-May 2026, despite my absolute compliance, 1xBet claimed my verification "failed" and froze my funds. The moment I warned them about escalating this to gambling regulators, they immediately blocked my access to the 'Reddy' business application to destroy our official chat history.

I have attached all these screenshots alongside my official Moroccan National ID Card ([redacted]) to this ticket and am also forwarding them to your email at jean.s@casino.guru.

Sincerely,

[redacted]

Player ID: [redacted]

Hello Casino guru

I need to urgently update my case (Case 212058 with critical evidence of 1xBet Casino’s ongoing bad faith and deliberate deception.

I have repeatedly emailed all the support channels provided by 1xBet (including security-en@1xbet-team.com and retail@1xbet-team.com), but absolutely NO ONE is responding to me. For the past 27 days, they have completely ignored my requests regarding my 122,559 MAD principal capital frozen inside my player account (ID: [redacted]).

Furthermore, when I posted a public review on Trustpilot, 1xBet’s official support team replied publicly and instructed me to email a new address: support@1xbetpartners.com.

However, when I attempted to send the email, it immediately bounced back with a "Message not delivered" error (Mailer-Daemon). They are intentionally providing fake, invalid email addresses to the public to prevent me from reaching out and to hide the fact that they are withholding my real deposited funds.

They have restricted my deposit, withdrawal, and betting functions, and are now threatening to completely block my account while ignoring all communication. I request the casino guru moderator to take this severe manipulation into account and strictly demand answers from the 1xBet representative.

Sincerely,

Player ID: [redacted]

Dear Jean,

I am writing to kindly follow up on this complaint (ID: [redacted]). My previous response has been waiting for approval for 5 days.

I want to share a critical update: 1xBet’s Security Team explicitly instructed me to contact their Retail Department (retail@1xbet-team.com) to release my funds. I sent them an email 8 days ago, but their Retail Team has completely ignored me as well.

Today marks 32 days that my 122,559 MAD principal deposit is frozen. They have blocked my chat access and are now ignoring my emails.

I have already sent all my verification documents and screenshots directly to your email (jean.s@casino.guru) 5 days ago. Could you please check your inbox, approve this case, and help me get a response from the casino?

Thank you so much for your help.

Hello Lamiaa100,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the update. I understand that Jean is on vacation and I will wait for her return.

However, while waiting, I must add a critical and shocking update to my case that completely exposes 1xBet's fraudulent tactics.

The truth is, I was an official 1xBet MobCash Agent, and this frozen 122,559 MAD is my original personal invested business capital, NOT standard gaming winnings or affiliate commissions.

When 1xBet closed my MobCash agent account, my assigned 1xBet MobCash Manager explicitly instructed me to open this specific gaming account (Player ID: [redacted]) just so they could transfer my remaining business capital into it. I followed their direct orders. But immediately after they moved my 122,559 MAD into this player profile, they blocked it.

They deliberately shifted my business funds into a player account to freeze it under player security rules. Their security team tells me to email retail@1xbet-team.com, but they have completely ignored my emails for over 10 days.

I am dropping this update here so Jean can see the corporate trap 1xBet pulled on me as soon as she returns. I am fighting for my life savings.

Dear Lamiaa100,

Thank you for the additional information.

Based on your latest update, it appears that this dispute may not primarily concern a player-casino relationship, but rather a matter related to your former role as a MobCash agent and the handling of business capital associated with that role.

Our platform focuses exclusively on mediating disputes between players and online casinos regarding gambling-related issues. Unfortunately, we do not have the expertise or jurisdiction to investigate disputes involving casino agents, affiliates, employees, or business relationships with casino operators.

Given the nature of your allegations, we would recommend seeking assistance from a qualified legal professional who specializes in commercial, contractual, or financial disputes. They may be better positioned to assess the circumstances surrounding the transfer of the funds and any obligations arising from your previous relationship with the company.

I will have to close this complaint. Thank you for your understanding.