1xBet Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

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Hello,

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 whole situation completely.

• 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 KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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,

Attila

Dear Attila,

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

1: About Family/IP: No one in my family uses this casino or shares my account. However, I sometimes log in using public Wi-Fi networks, which might share the same public IP address with other users by coincidence.

2: About KYC Verification: Yes, I have fully completed the KYC verification process.

3: About Winnings/Bonus: My winnings were accumulated without any active bonus.

4: About VPN: No, I did not use any VPN or IP-masking software when accessing the casino.

Please let me know if you need any further information to assist with my complaint.

Best regards,

[Redacted]

Dear Attila,

I am providing the official evidence and supporting documents regarding my case to assist with the investigation. Please find the screenshots attached, which include:

Account closure proof: The official email from the casino regarding the closure under Rule 6.1.

Transaction history: Complete records of my deposits and withdrawals.

Account balance: Clear proof of my final winnings and remaining balance.

Casino's contradictory response: The screenshot from AskGamblers showing that the casino banned me first but then claimed they are still "checking the possibility of providing evidence."

Best regards,

[Redacted]

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, Igor (igor.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,

Attila

Dear Luong,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the 1xBet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a 1xBet Casino representative to join this conversation and participate in resolving this complaint.

Dear 1xBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor, Dear Casino Guru Team,

Thank you for your message.

After reviewing this case, we can confirm that we have evidence that the player violated our Terms and Conditions by engaging in multi-accounting, which is strictly prohibited under the 1xBet Rules.

The decision to close the account and apply the corresponding measures was made based on the results of our internal investigation and the evidence available to us.

We would also like to point out that the player previously submitted the same complaint on AskGamblers. During that mediation process, we provided the requested evidence directly to the AskGamblers moderation team, and the complaint was ultimately resolved in our favor after the moderators reviewed the materials.

As the evidence contains confidential information, we cannot publish it publicly or disclose it within the complaint thread.

Therefore, we kindly ask you to provide the appropriate Casino Guru contact email address to which we can securely send all relevant evidence for your confidential review.

Once we receive the email address, we will forward the supporting documentation directly to your team.

Thank you in advance for your cooperation.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your response and for informing us that you are looking into this case.

You can send me an email here: (igor.p@casino.guru).

Dear Igor,

We confirm that the email have been sent to the email - igor.p@casino.guru

Please check it and confirm.

Best regards,

1xBet Team

Dear Luong,

We have reviewed the evidence supplied privately by the casino. The records show that your account and another casino account were accessed using the same unique digital device identifier on multiple occasions.

Unlike a shared IP address, which could result from public Wi-Fi or a shared network, a matching device identifier links the accounts to the same device. This supports the casino’s conclusion that its rule prohibiting multiple accounts was breached.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor