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I am writing to formally raise a complaint regarding an unresolved issue with my 1xBit account.

I was using your platform for gambling, and when I attempted to withdraw my winnings, I was unexpectedly referred to your security department. I was then asked to provide a series of identity documents, which I submitted in full, including:

My passport

My national ID card

My driver’s license

A recent electricity bill

A selfie holding a handwritten note with a code and date

Despite complying with all these requests and cooperating in good faith, my account was later closed without a clear explanation. More concerningly, my funds were withheld, and I was informed that I would not be allowed to withdraw the balance I had in my account.

I find this process extremely unfair and unprofessional, especially after I complied with all your verification requirements. I request a full explanation for the closure of my account and immediate release of my funds.

If this matter is not resolved promptly, I will have no choice but to escalate this issue to public complaint platforms, consumer protection bodies, and crypto scam watchdogs.

I hope we can resolve this quickly and fairly.

Kind regards,

Dear Saraben6,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation, could you please provide us with the following details:

• What specific information were you given regarding the closure of your account?
• Has the casino approved the documents you sent for verification?
• Did you accumulate your winnings with or without a bonus?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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,

Veronika

Dear Veronika, i hope u doing good

Thank you for your response and for taking the time to look into my case.

Here are the answers to your questions:

Information Given About Account Closure:

I was not given a clear reason for the closure of my account. After sending several documents for identity verification over more than two weeks, the casino suddenly closed my account without providing any explanation.

Document Verification:

The casino kept asking for more documents every few days. I sent my passport, ID card, driving license, an electricity bill, and also several selfies holding my documents. Despite this, they did not confirm whether the documents were approved, and instead closed my account.

Use of Bonus:

I did not use any bonus to accumulate my winnings. All my bets and deposits were made with my own money.

Games Played:

I mostly played live casino and placed bets on sports.

I would really appreciate your help, as I feel the casino is treating me unfairly and withholding my rightful funds.

Best regards,

Sara

Please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru. Also, include all the previous communications with the casino regarding the verification of your account as well. Thank you for your cooperation.

Hi Veronika,

Thank you for your message. I have just sent you an email at veronika.f@casino.guru with all the requested information,

Please confirm once you’ve received it. I look forward to your support in resolving this issue.

Best regards,

Sara

Thank you for your emails. Could you also kindly send me the documents you sent to the casino for verification? (veronika.f@casino.guru)

Also, is there any chance that someone from your household or using the same IP address also created an account at this casino?

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

Hi Veronika,

Thank you for your response.

I’ve already sent all the requested documents to your email address (veronika.f@casino.guru), the same ones I submitted to the casino for verification.

Regarding your question about someone using the same IP: I currently work on a coffee shop, so it is possible that someone else connected to the same public Wi-Fi may have also created an account on the same casino platform — although I have no way of knowing that for sure.

As for VPN or IP-masking tools, I can confirm that I haven’t used any such software while accessing the casino website.

Please let me know if you need anything else.

Kind regards,

S.

Thank you very much, Saraben6, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Saraben6, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the account closure. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of 1xBet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been closed? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear User,

Thank you for providing the information.

We will forward your request to the responsible department for further review. Once we receive an update, we will share it with you as soon as possible.

We appreciate your cooperation.

1XBET support team

Hello Matej and 1xBet team,

Thank you both for your responses and for taking the time to look into my case.

I appreciate that the request is being forwarded to the responsible department for further review. I understand these things take time, and I’ll be waiting for any updates regarding my account status.

Please don’t hesitate to let me know if you need any additional information or clarification from my side to help move the process forward.

Thanks again for your cooperation and support.

Best regards,

Saraben6

Dear Saraben6,

Thank you for your patience.

After a thorough review, we confirm that your account (ID: 1236259111) was closed due to a violation of our Terms and Conditions, specifically clause 7.1.1: Each registered customer is allowed to have only one account. Customers may register only one account per family, address, email, IP address, payment method, or device. Any associated individuals are not allowed to register additional accounts.

In your case, it was established that the same device and IP address were used to access more than one account, which is strictly prohibited.

As a result, and in accordance with clause 7.1.5, the company reserves the right to block (close) any such duplicate accounts. This may include:

At our sole discretion, the cancellation of winnings and refund of the account balance as it was at the start of the investigation (minus any cancelled winnings).

Please also note that your total withdrawals have already exceeded the amount of your deposits.

Best regards,

1xBet Support Team

Dear 1xBet Support Team,

Thank you for your response and for explaining the reason behind the closure of my account.

I would like to first point out that the account ID mentioned in your message (1236259111) is not mine. My correct account ID is 514597783.

Regarding the alleged violation of clause 7.1.1: I fully understand and respect the rule about one account per person, device, and IP. However, if another account was accessed from the same device or network, it may have been by someone else in my household. There was no intention on my part to violate the rules or gain any unfair advantage. I kindly ask you to reconsider my case, taking this into account.

I also noticed the mention that my withdrawals exceeded my deposits. With all due respect, I don’t understand how that could be seen as an issue. The purpose of using your platform is to play and — hopefully — win. If I was fortunate enough to win more than I deposited, that should not be considered a violation, especially if everything was earned fairly.

I would sincerely appreciate it if you could review my case again based on the correct account number and the points mentioned above. I am happy to provide any additional information needed.

Thank you for your time and understanding.

Best regards,

Saraben6

And thanks to mention the account that has been registered from my device, cause i really doubt it

thanks

First, I want to sincerely thank Veronika and Matej for your time, support, and professionalism throughout this process. You did your best to mediate a fair outcome, and for that, I am truly grateful.

To the 1xBet representative — your final statement says it all:

"Please also note that your total withdrawals have already exceeded the amount of your deposits."

This sentence makes it very clear: the platform is designed to benefit only when the player loses. The moment someone wins more than they deposit, they become a threat to your business model. That’s not a fair gaming platform — that’s a trap.

I will be sharing this experience publicly — including your own words — to make sure people understand the risk they take by using 1xBet. Transparency matters, and people deserve to know the truth behind these "terms and conditions" that only work in one direction: Yours

Dear 1xBet Casino, could you please send me the evidence regarding multiple accounts owned by the player and the same IP used to access more than one account to matej.l@casino.guru, please?

Dear Saraben6, while waiting for the casino to send me their evidence, can you please let me know if there is more people living in your household and whether they also play at 1xBet? Thank you.

Hello Matej,

We already sent you a letter with details.

We are waiting for your reply!

Best regards,

1xBet Team

Dear 1xBet Team, thank you very much for the quick response and the evidence provided.

Dear Saraben6, after reviewing the evidence, I can confirm that the term 7.1.1 has been breached as the casino representative has mentioned before. It clearly indicates that your account is linked to another account, accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behaviour.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

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.