Complaint #1471
1xBet Casino
They confiscated my winnings
6 months ago
History of my account:
There is an influencer who is promoting this casino in our country, and since this influencer is quite famous here, I decided to make a deposit. When I checked this casino, they had many games and many betting options compared to others. My mistake was that I did not research this casino beforehand, which I acknowledge as my fault. I made total deposits of 157,000 PHP or 2,670 USD at the current exchange rate, and I had no problems with deposits—it was actually very fast on my end. I made my first withdrawal of 10,000 PHP or 170 USD on November 3, 2025, just to check if this casino was legitimate or not. After two declines, the first withdrawal was successfully completed, so at that time I thought they were a good casino—but I was wrong. When I attempted to withdraw 8,800 PHP or 149 USD, they declined my withdrawal and asked for documents for KYC purposes, which was very understandable to me since this was my work two years ago when I led a KYC and AML team supporting a well-known online casino in the USA. I am very familiar with the process and I know which customers are green flags or red flags.
Before KYC started, my balance went up to 437,033.14 PHP after many bets over several days, so my total winnings amounted to 290,033.14 PHP or 4,933.25 USD. All winnings were accumulated from deposits and not from bonuses.
Timeline:
- Nov 5 – First request for documents, I sent my Passport and Driver’s License. On the same day, they asked me for a selfie beside their email.
- Nov 8 – They asked me for utility bills.
- Nov 12 – I confronted them that they breached their KYC rule of 72 hours for review. If I had not asked for an update, they would not have replied. On that day, they asked me for a national ID (I explained I only had a digital ID, which is acceptable to our government), plus a bank statement and utility bills again.
- Nov 15 – When the 72 hours were almost finished, they replied and requested a Birth Certificate. At this point, I felt they were using stalling tactics because this was the very first time I had heard of a casino asking for a Birth Certificate even though I had already provided IDs for identification.
- Nov 18 – They asked me again for a national ID or Passport. When I provided the passport, they declined it and replied, “Please pay attention to the requirements of the Security Department.” It felt like they were implying I did not know how to read or follow instructions.
- CS Support(Same day at november 18)– At this point, I felt they were playing games with me. CS told me they escalated my case to their security team and supervisor, and CS said they had seen it. But when I emailed their security team (as advised by CS), they suddenly replied, “The Security Department is waiting for the requested files. Without providing the requested files, any further actions are impossible.” At that time, I stopped replying because I was stressed. No matter how many times I sent my passport, they kept rejecting it, so I realized they did not want the passport but instead wanted the Physical ID of national ID.
- Nov 19 – I woke up early and went to the government office to pick up my Physical National ID. On that same day, I sent it to them so there would be no more problems.
- Nov 22 – I thought everything was finally okay and that I would be verified. But instead, they asked me to take a selfie holding a paper with a code they provided. After I sent it, a few hours later they accused me of multi-accounting and confiscated my winnings.
Help me Askgamblers team to get my winnings returned because I did nothing wrong. I know the rules before creating accounts in casinos, and with my experience working in this type of industry, I understand the proper procedures. After providing so many documents and waiting so long, this is what they did to me.
If they have evidence, then they should show it. I am currently an AML/KYC officer (not in the casino industry), and I challenge their security team to provide evidence of their accusation against me because I am 100% sure this is false. I feel they sent this accusation simply because my account was winning.
There is an influencer who is promoting this casino in our country, and since this influencer is quite famous here, I decided to make a deposit. When I checked this casino, they had many games and many betting options compared to others. My mistake was that I did not research this casino beforehand, which I acknowledge as my fault. I made total deposits of 157,000 PHP or 2,670 USD at the current exchange rate, and I had no problems with deposits—it was actually very fast on my end. I made my first withdrawal of 10,000 PHP or 170 USD on November 3, 2025, just to check if this casino was legitimate or not. After two declines, the first withdrawal was successfully completed, so at that time I thought they were a good casino—but I was wrong. When I attempted to withdraw 8,800 PHP or 149 USD, they declined my withdrawal and asked for documents for KYC purposes, which was very understandable to me since this was my work two years ago when I led a KYC and AML team supporting a well-known online casino in the USA. I am very familiar with the process and I know which customers are green flags or red flags.
Before KYC started, my balance went up to 437,033.14 PHP after many bets over several days, so my total winnings amounted to 290,033.14 PHP or 4,933.25 USD. All winnings were accumulated from deposits and not from bonuses.
Timeline:
- Nov 5 – First request for documents, I sent my Passport and Driver’s License. On the same day, they asked me for a selfie beside their email.
- Nov 8 – They asked me for utility bills.
- Nov 12 – I confronted them that they breached their KYC rule of 72 hours for review. If I had not asked for an update, they would not have replied. On that day, they asked me for a national ID (I explained I only had a digital ID, which is acceptable to our government), plus a bank statement and utility bills again.
- Nov 15 – When the 72 hours were almost finished, they replied and requested a Birth Certificate. At this point, I felt they were using stalling tactics because this was the very first time I had heard of a casino asking for a Birth Certificate even though I had already provided IDs for identification.
- Nov 18 – They asked me again for a national ID or Passport. When I provided the passport, they declined it and replied, “Please pay attention to the requirements of the Security Department.” It felt like they were implying I did not know how to read or follow instructions.
- CS Support(Same day at november 18)– At this point, I felt they were playing games with me. CS told me they escalated my case to their security team and supervisor, and CS said they had seen it. But when I emailed their security team (as advised by CS), they suddenly replied, “The Security Department is waiting for the requested files. Without providing the requested files, any further actions are impossible.” At that time, I stopped replying because I was stressed. No matter how many times I sent my passport, they kept rejecting it, so I realized they did not want the passport but instead wanted the Physical ID of national ID.
- Nov 19 – I woke up early and went to the government office to pick up my Physical National ID. On that same day, I sent it to them so there would be no more problems.
- Nov 22 – I thought everything was finally okay and that I would be verified. But instead, they asked me to take a selfie holding a paper with a code they provided. After I sent it, a few hours later they accused me of multi-accounting and confiscated my winnings.
Help me Askgamblers team to get my winnings returned because I did nothing wrong. I know the rules before creating accounts in casinos, and with my experience working in this type of industry, I understand the proper procedures. After providing so many documents and waiting so long, this is what they did to me.
If they have evidence, then they should show it. I am currently an AML/KYC officer (not in the casino industry), and I challenge their security team to provide evidence of their accusation against me because I am 100% sure this is false. I feel they sent this accusation simply because my account was winning.
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