1xBet Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

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 abdulcelil,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please provide a screenshot of your game account verification page so we can see which documents have passed or are still pending?
• Could you please share with me all relevant communication with the casino? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

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

Best regards,

Jean

Dear Jean,

Thank you for taking up my case. However, the situation has dramatically escalated into an absolute act of bad faith and financial theft by 1xBet over the last 24 hours. The casino completely bypassed the KYC process to forcefully close my account and confiscate my legitimate profits. 

To answer your specific questions first:

1. What games did I play?: I played Sports Betting and Live Casino (Blackjack and Roulette) before they abruptly blocked my access to live games.

2. Did I use a bonus?: No, I achieved my entire balance using my own raw deposits, with absolutely no active bonuses.

3. Verification Page/Documents: I cannot provide a clean screenshot of a standard verification page because 1xBet operates its KYC entirely through chaotic email loops via their security team.

CRITICAL AND SHOCKING UPDATE TO THE CASE:

Today, June 7, 1xBet's security team officially scheduled a mandatory video conference with me on Microsoft Teams between 14:00 and 20:00 (UTC+3) to finalize my verification. I fully complied, installed Teams on my laptop, and messaged them ready for the call (see attached screenshot: image_8621a0.png).

However, at exactly 07:22 AM—just hours before the call—the casino suddenly canceled the video conference, terminated my account, and confiscated my entire profit balance (742.47 USDT), falsely citing their automated "multi-account" clause to justify the theft. They explicitly did this to avoid the live video call because they knew a face-to-face check would 100% prove that I am a real, independent, and fully verified retail player holding all original government documents.

Furthermore, they stated in their email: "You can withdraw the deposited sum only." But even that was a technical trap! They forcefully converted my balance into Turkish Lira (TRY) and blocked the system, throwing errors when I tried to withdraw to my deposit crypto wallet. 

Only after I bombarded them with aggressive legal and technical emails did they finally back down and manually push a partial refund of my raw deposit sum (209.46 USDT / equivalent in TRY) today. 

Conclusion:

1xBet has actively admitted liability by refunding my deposit, but they are still actively holding and withholding my legitimate winnings of 742.47 USDT. They aborted a scheduled identity check solely to exit me from their platform and steal my profits.

I have attached all undeniable proof: My Teams readiness, their sudden cancellation/termination email, the technical withdrawal blockade, and the final deposit-only refund receipt. 

I strictly request Casino Guru to force 1xBet to provide concrete, verifiable proof of their false "multi-account" allegations to an independent arbitrator, or enforce the full release of my withheld 742.47 USDT winnings.

Best regards,

Abdulcelil Dibo

Dear Jean,

I have just successfully emailed the complete unedited transcript of my 80-email verification trail (both inbox and outbox) from my personal email (abdulcelildibo4495@gmail.com) to your official email (jean.s@casino.guru). I have also attached the compiled PDF file of this history directly to this complaint thread for your immediate inspection.

Furthermore, I want to highlight a critical behavioral pattern that completely exposes 1xBet’s malicious strategy and proves they are acting in pure financial bad faith:

1. The "Waiting to Lose" Trap: During my very first verification process, I had active funds in my account. Because they intentionally delayed the KYC check, I continued playing and unfortunately lost those funds. The moment my balance hit zero, they instantly approved the verification and said: "Your account is clear, have a good game."

2. The Sudden Ban When I Won: When my balance later recovered and rose from 328 USDT to 742.47 USDT—through raw high-risk gambling where I was close to losing my entire balance twice but managed to win it back legally—they abruptly initiated a second, endless documentation loop. When they realized I was cooperating fully and providing every sovereign document requested, they panicked. To prevent me from withdrawing my legitimate 742.47 USDT winnings, they canceled the scheduled Teams video call at the last minute and triggered their automated "multi-account" clause to steal my profits.

3. Complete Transparency: I strictly clarify that I have only ever used ONE single device (my laptop) and ONE stable home Wi-Fi network for my activity. I have absolutely no other accounts on this platform. My raw deposit was 216 USDT, and they are using this false multi-account excuse solely as an exit-scam tactic because I won instead of losing.

Since they have already admitted partial liability by manually returning my raw deposit after my aggressive technical emails, they have zero legal ground to withhold the remaining 742.47 USDT profits.

Please inspect the emailed PDF trail, which documents their complete exploitation of the KYC process as a financial tool to confiscate player winnings.

Best regards,

[redacted]

I have received your emails. Thank you for clarifying the issue. I understand how frustrating it was to go through a very lengthy KYC verification process.

To get an independent review of your case, could you please send all documents that you have sent to the casino for verification to jean.s@casino.guru? Please send it in the same format that the casino instructed, either in PDF or in JPEG.

Thank you for your assistance.

Dear Jean,

Thank you for your response and for conducting an independent review of my case. 

I have just sent a new email to your official address (jean.s@casino.guru) containing all the raw, unedited documents exactly in the formats requested and originally submitted to the casino security team. 

The attached files include high-quality JPEGs of my ID, driving license, and advanced selfies, as well as the original full PDF files for my utility bill and official Turkish Government Residence Certificate.

I strictly look forward to your investigation regarding 1xBet's bad-faith cancellation of my scheduled Microsoft Teams video call and the unfair confiscation of my 742.47 USDT winnings. Please let me know once you receive and review the raw files.

Best regards,

Abdulcelil Dibo

Dear Jean,

I want to provide a critical update regarding 1xBet's chaotic behavior and ongoing bad-faith tactics.

Just today, I received a completely random and automated email from their general support team (info-en@1xbet-team.com) referencing an old, irrelevant issue from the past regarding a Litecoin (LTC) deposit that was delayed and subsequently lost weeks ago. The email stated that their security team has provided all information and they have nothing more to add.

I want to officially state on this record that I am NOT engaging or replying to their diversionary emails. This is a clear attempt by 1xBet to create confusion, shift the narrative away from the current dispute, and justify their abrupt account termination.

My complaint remains strictly focused on the fact that on June 7, 2026, 1xBet maliciously canceled my scheduled Microsoft Teams identity video call at the last minute and confiscated my legitimate 742.47 USDT winnings under a false "multi-account" claim right after I fully cooperated with all KYC steps.

I have already emailed you all t

Best regards,

[redacted]

Dear abdulcelil,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 1xBet Casino representative to join this conversation.

Dear 1xBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Thank you for your message and for providing the detailed information.

We have accepted your case for review and forwarded all the available information to the relevant department for investigation.

At the moment, your case is being processed.

Please allow us some time to complete the review. As soon as we receive an update or the results of the investigation, we will get back to you immediately.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your response and for confirming that the case has been forwarded to the relevant department for review.

We understand that the investigation is currently ongoing. Once it has been completed, please update us on the outcome and provide the reasons behind your decision, along with any relevant evidence supporting your findings.

We look forward to your update.

Hello,

Thank you for your patience.

After reviewing the results of the investigation, we can confirm that the standard measures for multiple account registration were applied.

The Security Department established a connection with account ID 1586253583 based on device-related and behavioral indicators. In accordance with the Terms and Conditions, the standard restrictions for multiple account cases were applied.

At the same time, we confirm that your deposit has already been refunded in accordance with the applicable procedures.

Best regards,

1xBet Team

Dear Barbora, Dear Casino Guru Team,

Thank you for your response. To ensure complete clarity for your independent investigation, I must lay down the exact, systematic timeline and data of 1xBet’s bad-faith actions. Their vague claim of "multi-account" registration based on "behavioral indicators" is a mathematically and procedurally flawed excuse designed to cover up profit confiscation.

Please review the absolute chronological facts of my case:

1️⃣ MY COMPLETE DEVICE & NETWORK TRANSPARENCY

The casino vaguely blames "device-related indicators" to link me to an unknown ID: 1586253583. I state on this official public record under absolute transparency my exact device history:

* Account Creation: I originally opened and used my account on my personal mobile phone, an iPhone 7.

* Current Usage (Last 4+ Months): For more than four months now, I have been accessing my account exclusively via my personal Windows Laptop.

* Both devices have always connected through the exact same, single stable home Wi-Fi network.

There is no "multi-account" networking here. This is the normal, linear behavior of a single retail player accessing his account over time from his own phone and laptop on his home internet.

2️⃣ FIRST FULL VERIFICATION (MAY 13, 2026)

My account was previously subjected to a full verification loop. I submitted high-quality selfies in front of my laptop, my national ID, my Driving License (front and back), and full proof of my crypto deposit wallet. While they intentionally delayed processing for over 24 hours, I continued playing and unfortunately lost my entire active balance. The moment my balance hit ZERO, the security team instantly approved my KYC, explicitly emailing me at 4:26 PM: "You can use your account. Have a good game."

3️⃣ SECOND LOOP & THE TRAP (MAY 27, 2026)

Less than two weeks later, after I made a new deposit and my balance rose, they abruptly triggered a second KYC loop at 2:08 AM. Having learned from my previous mistake, I immediately provided all identical documentation and stopped playing live casino games to avoid losing my balance during verification.

Instead of standard checks, they began throwing absurd delays and demanding a physical Passport—which I do not possess and never claimed to have, especially since they already accepted my sovereign National ID and Driving License. At 3:03 AM, they randomly questioned me about a completely unknown individual named "Uyar Burak". I state on this official record that I have absolutely no connection to this person.

4️⃣ MATHEMATICAL PROOF OF FINANCIAL BAD FAITH & THE SHORT REFUND

On June 7, 2026, hours before our scheduled Microsoft Teams video verification call, they abruptly terminated my account and stated: "You can withdraw the deposited sum only." However, the financial ledger proves they did not even fulfill their own refund policy:

* THE INITIAL DEPOSIT: On May 26, 2026 at 20:11, I deposited exactly 216.0000236 USDT via the BNB Smart Chain (as shown in my attached proof).

* THE PARTIAL REFUND: On June 7, 2026 at 14:28, they manually returned only 209.54 USDT to my wallet (as shown in my attached proof).

They did not even return my raw initial deposit in full, short-changing me right from the start. My total accumulated balance at the time of account freezing was exactly 742.47 USDT. After deducting the faulty partial refund of 209.54 USDT, 1xBet is actively withholding exactly 532.93 USDT of my legitimate, hard-earned profits alongside the missing deposit deficit.

CONCLUSION

1xBet completely weaponized the verification loop. They validated my identity when my balance was zero, but fabricated a "multi-account connection" the moment I accumulated 742.47 USDT. They deliberately sabotaged the scheduled live Teams video call because a face-to-face check would instantly confirm my unique identity.

Barbora, I stand 100% ready to jump on a live video call or provide any further sovereign identification to Casino Guru. I strictly request that 1xBet be forced to release the remaining 532.93 USDT of my confiscated funds.

Dear 1xBet Casino,

Thank you for your response.

The player has disputed your findings and provided additional information, including transaction screenshots indicating a deposit of 216.0000236 USDT and a subsequent refund of 209.54 USDT.

To allow us to independently assess this case, we kindly ask you to provide more than a general statement that "device-related and behavioral indicators" linked the player to another account.

Specifically, please provide evidence supporting the alleged connection between the player's account and account ID 1586253583. This may include device identifiers, IP history, payment method overlap, or any other relevant technical evidence demonstrating that both accounts were operated by the same person or in breach of your Terms and Conditions.

Additionally, please clarify whether the difference between the player's reported deposit of 216.0000236 USDT and the refunded amount of 209.54 USDT is due to exchange rate fluctuations, fees, or another reason.

We look forward to your response so we can continue our independent review of the complaint.

Hello,

Thank you for your message.

We have forwarded all the provided information to the responsible department for investigation.

Your request is currently being processed. We kindly ask you to allow us some time to complete the review. As soon as we receive an update or the results of the investigation, we will get back to you with a response.

Thank you for your patience and understanding.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your response.

We appreciate the update and will await the outcome of your investigation. Please keep us informed once there are any developments.

Thank you in advance.

Hello, Dear Barbora, Dear Player,

Thank you for your patience.

Regarding the request for additional information, we will send the supporting evidence concerning the multiple-account violation directly to Barbora via email, as it contains confidential security information that cannot be disclosed publicly in this complaint thread.

Dear Barbora, please provide the email we can send you the evidence to.

The Security Department has confirmed the connection between the player's account and another account based on the results of its internal investigation. The relevant evidence has been shared with Casino Guru for their independent review.

Regarding the withdrawals and refunded amount, we would also like to clarify the following.

The player has already provided a screenshot confirming receipt of the refunded funds. We would like to note that there are no other confirmation methods available beyond the successful payment confirmation already received by the player.

In accordance with our Terms and Conditions, all bets placed on the linked accounts were voided, the corresponding winnings were annulled, and the remaining eligible balance was transferred to the player's main account. The player subsequently withdrew the remaining funds available on that account.

Should Barbora require any further confidential information regarding the Security Department's findings, we will be happy to provide it directly via email.

Best regards,

1xBet Team

Dear Barbora, Dear Casino Guru Team,

Thank you for monitoring this case. Now that 1xBet has openly admitted to voiding my legitimate winnings and claims they will send "confidential evidence" privately, I would like to formally request Casino Guru to scrutinize their private submission based on strict technical and objective grounds:

1️⃣ TRANSPARENCY OF EVIDENCE: 

I completely welcome your independent review of whatever they send. However, I strongly urge that any "evidence" they present must explicitly prove a direct personal link (such as matching identity documents, identical hardware device IDs, or overlapping cryptocurrency deposit/withdrawal wallet addresses). If their "evidence" is merely based on an automated system flag triggered by a shared public external link or general network routing, this is completely insufficient to prove a multi-account breach.

2️⃣ THE UNANSWERED DEFICIT:

Please note that 1xBet completely evaded your direct question regarding the financial deficit. They failed to clarify why they deducted funds and returned only 209.54 USDT out of my raw 216.00 USDT deposit. Stating that "the payment was successful" does not explain why they illegally short-changed my starting capital.

3️⃣ THE ULTIMATE TEST (VIDEO KYC):

If 1xBet is so confident in their secret internal findings, why did they abruptly cancel our scheduled Microsoft Teams video verification call on June 7, 2026? I reiterate on this public record that I am 100% ready to perform a live video call with Casino Guru right now to completely verify my unique physical identity, my face, and my documents. 

I trust that Casino Guru will hold them to the highest standard of proof, as a retail player's hard-earned 532.93 USDT profit cannot be confiscated based on hidden, unverified claims.

Best regards,

Abdulcelil

Dear 1xBet Casino,

Thank you for your response.

At the moment, I cannot find any email from your team containing the requested evidence in my inbox or spam folder.

Could you please resend the relevant evidence to barbora.p@casino.guru? Once I receive and review the information, I will continue with the independent assessment of this case.

Thank you for your cooperation.

Dear Barbora,

Thank you for your reply.

We are confirming that the email have been successfully sent to your email - barbora.p@casino.guru

Please check it and let us know.

Best regards,

1xBet Team

Dear Abdulcelil,

Thank you for your patience while we carefully reviewed all the information available in this case.

After reviewing both the information you provided and the confidential technical evidence submitted by the casino, I am satisfied that the casino has provided sufficient evidence to support its decision.

Although I cannot disclose the confidential information shared with us during the complaint process, I can confirm that I reviewed it independently. I also carefully considered your request for a video call. However, while such a verification could confirm your identity, it would not address the technical evidence on which the casino's decision is based.

For this reason, I am unable to conclude that the casino acted unfairly when it voided your winnings under its multiple-account policy. As a result, I am unable to support your claim, and I will now close this complaint as rejected.

I understand this is not the outcome you were hoping for, and I appreciate your cooperation throughout the investigation.

Kind regards,

Barbora

Casino Guru