Complaint #579 1xBet Casino

I have problems with the casino

By cosmo54

4 years ago

Good day! I'm having trouble with 1XBET casino!

I'll tell you about everything in order.

On November 19, I sent a photo of my passport to the casino.

On November 21, at the specified request of the casino, I sent a photo of the passport pages 1, 2, 3, 11.

On November 22, I sent screenshots of the Neteller profile, the latest deposits from the payment wallet, a screenshot of the verification, a screenshot of the payment cards section to the casino.

On November 23rd, I posted a selfie with my passport in my hands in the background of correspondence with the casino security service.

On November 24, I was unable to log into my account because it was blocked. The casino did not provide any clarifications. I did not receive a response from the casino to my questions regarding the reasons for blocking. The casino indicated the need to follow the instructions to unlock the account.

On November 30, I filled out a questionnaire in my personal account and sent a screenshot of the deposit, as requested by the casino.

On December 8, at the casino's request, I uploaded a screenshot of the payment wallet, a screenshot of the last deposits, as well as a screenshot with the winnings received from other casinos (these funds were used to deposit at 1XBET casino) into my account.

On December 12, the casino demanded the provision of documents: a notarized copy of the passport, screenshots of the payment wallet by mail.

BUT! Please note that according to casino requirements, documents must be sent only by simple (not registered) mail and to the indicated address in Russia (Russian Federation, 115054, Moscow, Dubininskaya st., 7, PO Box 11, NITEX LLC ). Moreover, this address is not indicated on the casino website and NITEKS LLC has nothing to do with 1XBET. And to my letter with a request to confirm that the specified address refers to the casino 1XBET there is no answer.

I also asked to take into account the difficult political situation between Ukraine (my country of residence) and Russia, the brewing of an armed conflict.

Sending such documents to the territory of a warring state by simple letter is not safe.

I notified the casino that I was ready to confirm the requested documents via video communication, and I also asked to provide an address where I personally or my friend could bring these documents. However, the casino answers everything with formulaic phrases. I do not refuse to provide documents!

I ask you to help complete the verification of my documents.

Disputed Casino 1xBet Casino

Reason Verification issues

Amount $4275

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, 1xBet Casino management failed to provide reasonable justification and/or solid evidence which could help us review and decide on this case adequately.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity.

1xBet Casino

• Representative

4 years ago

Dear COSMO54,

Thank you for your patience!

We've checked the additional information regarding your situation. Your account has been blocked because of the violation of the Terms about the opening of the multiple accounts. According to the T&C you can withdrawal the sum of your deposit. The sum on your game balance is available for withdrawal

The Company has fulfilled the obligation to you and the decision on your situation is final and non-negotiable

Best regards,
The 1xBet Support

AskGamblers

• Support Team

4 years ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the 1xBet Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

cosmo54

4 years ago

Good afternoon! My device is a computer used only by me. No one but me has access to it. Regarding the way of playing, I cannot and should not be held responsible for the playing activities of other players. I ask the casino to provide direct evidence of my guilt. Otherwise, the accusations are false.

1xBet Casino Complaint Stats

Resolved 380 / 413

Avg. Amount $2,840

Avg. Complaint Duration 18 days

Avg. Response Time 2 days

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