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

I have been trying to withdraw my money from my 1XBet account for over a month now. Like all the other complaints I’ve read here and on other sites, they make you submit all these documents, which is fine, but they don’t acknowledge that they get any documentation until you ask them again. I’m currently at the birth certificate stage, after submitting my passport, bank info, selfie with present date, utility bill, etc…I just want to make a withdrawal but everything drags and they never respond unless I send an email first. I just want the ability to remove my funds but it’s being made very difficult with the slow/no response and the multiple hoops one has to prove they are a real person. I even asked if they want to video/phone call or even when do I submit my DNA sample because that’s what it seems like they want. Need some help in trying to get my account verified and/or the ability to withdraw my funds from my account.

Dear Dub2935,

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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Do you have access to your player's account? Is only the option to request a withdrawal inaccessible to you?
• Are you able to confirm the verification status of individually submitted documents or of your account as a whole?
• Could you please share with me your recent communication with the casino regarding the issue? 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 in advance for your reply.

Best regards,

Tomas

Hello,

Just yesterday I was told, via email, that they said I violated some multi account condition…I only have one account with them so that seems interesting that they would come to that conclusion but would love to see the evidence they have on that

i can still get into my account but looks like they took all my winnings and left me with a my deposit amount. They took around 20000 CAD. I haven’t tried to withdraw yet but there is 5500 CAD

I have all the emails we sent back and forth about verification. All the documents I sent are true and of me and no one else. I only have 1 account with them and now they have cancelled all me wagers since it looks like February 26, 2025. These are wagers win or lose that were refunded. Some of these bets are made live and some pregame but all wagered by me

I will forward all my emails to the email above. I made a request to have an email history of the wagers I made from when my account was opened, but they did not send those and cancelled all my bets. I have a tracked record on a spreadsheet of all the wagers I made during this time, win and loss.

Thanks

Thank you very much, Dub2935, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Dub2935,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1xBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1xBet Casino,

Could you please provide detailed information regarding this case, including the specific reasons behind the verification issues and the subsequent confiscation of the player’s funds?

Thank you in advance for your response!

Best Regards,

Kubo

Hello! For more information on verification, please provide us with your gaming ID.and the last message from We'll check the information and back to you with the answer

Dear 1xBet Casino,

The player’s casino username and registered email address are visible beneath each of their posts in the complaint thread. Could you please review the thread, locate the user in your system, and provide information regarding the issues with their verification?

Thank you for your assistance.

Dear Kubo,

Thank you for your message.

In order to escalate this case to the relevant department, we kindly ask you to provide the user’s ID (account number). This is a necessary requirement, as our internal departments rely on this information to process and investigate such cases effectively.

While we understand that the username and email are visible in the thread, the ID is essential to ensure accuracy and avoid any confusion, especially in situations involving account verification or security concerns.

We appreciate your cooperation and understanding.

Best regards,

1xBet Support Team

Dear 1xBet Casino,

As you already have the player's account number, could you please provide additional details regarding the case?

Thank you for your cooperation.

Dear user,

Thank you for your detailed message and for sharing your concerns.

We understand how upsetting this situation must be, especially after the time and effort you invested in your account. Please be assured that all decisions regarding account restrictions or bet cancellations are based on a thorough investigation conducted by our Security Department, in accordance with the Terms and Conditions.

Regarding your case, we acknowledge receipt of your emails and the supporting documents you mentioned. We will escalate your situation to the responsible department for further review. Please note that verification and re-evaluation processes can take some time, but we are committed to providing a full and fair investigation.

As soon as we receive an update from the Security Department, we will promptly inform you of the outcome.

Thank you for your patience and cooperation during this process.

Sincerely,

1xBet Support Team

Dear 1xBet Casino,

Thank you for your message.

However, the reasons for the player's account closure remain unclear. As far as I am aware, the player has already submitted all requested documents for verification, yet the account is still closed.

Could you please clarify the specific reasons for the closure and provide an estimated timeframe for when the review by your Security Department is expected to be concluded?

Thank you for your cooperation.

To add to this, when asked who the site operator is and/or who the site regulator is for this casino, there is no information on the site, as they are operating anonymously and without any information on how to find this

When asked in the chat for this information, they say its in the about us section, which it is not, and then quickly leave the chat without answering a rebuttal question…

Dear user,

We would like to inform you that you have not contacted the licensing authority regarding your case.

The reason for the account block is due to a standard multi-account violation, linked to account ID 1121991237, based on device and behavioral similarity.

The player only participated in sports betting, and did not use casino services (this is important as the site specializes in casino content, and it may influence the assessment).

Both accounts shared the same IP address

And the same device hash

This information can help clarify the situation and will support your request for further review.

Sincerely,

1xBet Support Team

I have only ever had 1 account with this casino. Period. The accusations of multi accounting are not possible since I’ve only signed into the 1 account. I do have multiple devices (ie. tablets/cell phone/comptuer/laptops) in which I did place wagers on, be never a second account. I would love if these IP addresses are provided. Your case for multi accounting would only be valid if there is someone else, with a different account, using the same IP address as me…one account can be linked to multiple IP addresses because people move around and have many devices that they wager on.

so please provide the name/address of this "other" account with the same IP address as one that I logged into? I am confident that only 1 account has ever used the IP addresses that I used and no other account has used my IP addresses. Please look into the account number they provided as the account number I provided was the only account under my name

yes I have not contacted the licensing authority yet because every time I ask your customer support to provide this information to me, they shut the chat down before answering my questions…so if you can provide that here that would be helpful

To prove that account does not belong to me, I entered my email and phone number after clicking forget my password…surprisingly, never got a code for my email or cell phone….so still don’t know how this account is linked to me since I couldn’t change the password when I tried just now

Implications of same device hashes 

Device fingerprinting limitations:

While hash values are intended to provide a unique identifier for each device, collisions can make it more challenging to identify devices uniquely, particularly in scenarios like network tracking or device management. 

Security concerns:

If two devices share the same hash, it could be exploited by malicious actors to impersonate one device as another, potentially compromising security. 

Authentication issues:

In systems that rely on hashes for authentication (like password storage), same device hashes could lead to authentication failures or vulnerabilities. 

Examples of hash-based systems 

Windows Autopilot:

Microsoft Learn uses device hashes to identify and provision Windows devices during deployment. 

Password storage:

Hash functions are used to store passwords securely, by hashing them and storing the hash instead of the plain text password. 

File integrity checks:

Hashes can be used to verify that a file hasn't been tampered with, by comparing the hash of the original file with the hash of the current file. 

for all my devices, I have password storage so that I do not need to re-enter passwords and log in…this is a reason why you get a similar hash on device but doesn’t mean multi accounting…again, the only way to have multi accounting is to show this other account has the exact same IP address as me…in condo buildings or other multi family residence, people can also share wifi, so the IP might be the same but the accounts are still individual…or if people travel and link into someone’s wifi, that could produce 2 accounts using the same wifi, ie hotels…but I still only have one account and have only used 1 account

i still would like you to share the information of this other account….i have an email that the security team sent me with a name of someone…I responded that I did not know who this person was…it could be easy to reach out to this other account holder, as there would be information connected to that account, and find out if they know who I am…this is getting frustrating on my end as this is over several months going and we are spinning wheels here getting the run around

Dear 1xBet Casino,

Thank you for your clarification.

I have sent a follow-up email containing some additional inquiries and would appreciate your prompt attention to those questions.

Thank you once again for your cooperation.

Kubo, are you able to ask this casino who their regulator is and who there casino license is with since when I ask this question they don’t answer me and my lawyer is asking for this information so that the proper channels can be contacted for legal action in this matter. Thanks

Dear user and Casino Guru Team,

Unfortunately, due to internal security protocols, we are only able to share the information that our Security Department is authorized to disclose.

As per our established policies, we are not permitted to provide screenshots, videos, or any sensitive materials used during internal investigations. We understand that this limitation may not meet Casino Guru’s standards for acceptable evidence, and we fully acknowledge that this may lead to the case being marked as unresolved and may impact our rating.

Please rest assured that we are not dismissing the case. We have shared all available information within our current restrictions, and we will continue to monitor this situation. If in the future we are in a position to provide more detailed evidence, we will gladly reopen the case and aim to reach a resolution.

Thank you for your understanding.

Sincerely,

1xBet Support Team

Sounds like this casino is going to steal my money and be ok with it…how many other players have had their money stolen under false pretences? To hide behind some policy that isn’t even true and not provide any evidence makes it a fraud. I want to know who the regulator for this casino is and the license so I can formally provide this information to my legal counsel in order for me to continue the process in getting what is rightfully mine back. By this casino not providing this necessary information, should show unequivocally that they are a fraud company that will steal any players money and there is no consequences for. I have continually been open and honest about this and have nothing to hide, rebutting any of their reasons and providing my own evidence. I even asked for a video call, which is in their policy, and they immediately closed my account, and actually stealing my money in the process….so now I’m out over 18000 CAD and this casino can just get away with it without anything other than a reduced rating? Who cares? People will still go to this casino and still get their money stolen and the cycle continues….provide my the regulatory body and the casino license for this "casino"

Dear 1xBet Casino,

I understand that due to internal policies and certain protocols, your ability to provide a comprehensive explanation supported by substantial evidence is limited. As mentioned in our brief email correspondence - and acknowledged by you as well - the information provided does not meet our criteria for valid and sufficient evidence.

While I do not question the legitimacy of the information shared, we must adhere to our established standards and procedures. For this reason, I must regretfully close this complaint as unresolved. That said, I sincerely appreciate your willingness to cooperate despite these constraints and for leaving the door open for a potential reassessment of the case in the future.

Dear Dub2935,

As previously stated, due to the casino’s inability to provide sufficient evidence supporting their claims, I must close this case as unresolved.

I appreciate your explanation regarding device and password hashing; however, it seems to address a different concept than the one relevant here. In the online casino industry, a device hash typically refers to a unique identifier generated for a specific device used to access a casino. While hash collisions are theoretically possible, the likelihood of two different devices producing the same (for example SHA-1) hash is approximately 1 in 1.46 × 10^48, which is virtually impossible under normal conditions.

Since the casino's allegations were not adequately substantiated, no definitive conclusions have been drawn. However, for your awareness: if multiple accounts were indeed accessed from the same device, I strongly advise against this practice in the future, as it raises serious concerns and directly supports suspicions of multi-accounting.

Regarding the further escalation:

Unfortunately, the casino is licensed by the Curaçao Gaming Control Board (GCB), which currently does not offer dispute resolution services for conflicts between players and casinos. As such, contacting them may not lead to a resolution. Nonetheless, you are welcome to try, as this may help raise awareness for future improvements in oversight.

You may try submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo

Hello Everyone,

I am writing to inform you that I have reopened this complaint after receiving the previously requested evidence from the casino. The evidence provided clearly supports the casino’s claims and demonstrates, without reasonable doubt, that multiple accounts were accessed from the same device.

Based on this information, we conclude that the player created more than one account with the casino, which constitutes a serious breach of the casino’s Terms & Conditions.

Due to confidentiality obligations, I am not authorized to share the submitted evidence.

In light of these new findings, the complaint will now be reclassified as unjustified and accordingly rejected.

Thank you all for your understanding and cooperation throughout this process.

Best regards,

Kubo