Complaint #6 1xSlots Casino

1xslots Casino - Refusing to close my account, setting absurd requirements

By lian s.

8 years ago

I opened an account yesterday with this casino and have been so unlucky that I decided to close my account. That is the only reason, I had further no bad experience with them. In my account I cannot do that myself so I contact live chat. Live chat says they cannot do it and that I have to send an email to their support team, which I do. From the support team I get an email that they cannot close my account and that I have to email their blocking team, which I also do. From that team they ask me , to confirm I am a REAL person, to send in documents. I have to send in a utility bill and copy of the front and back of my passport before they can close my account. I do not want them to have those documents as I do not trust them, I just want them to close my account which they refuse... I think I have no reason to send them those documents, they are private and since I am not requesting a pay out there is no change for fraud. In case I had a gambling addiction, throwing up all sorts of barriers to close your account is not very helpful. They do not do that when you deposit. You can do that without the need for any document at all.

Disputed Casino 1xSlots Casino

Reason Account closure

Discussion

merel25

• Netherlands • 8 reviews

8 years ago

I did not receive any message saying they closed my account. So I guess the matter has not been solved yet.

1xSlots Casino

• Representative

8 years ago

Hi AskGamblers Complaints Team!
We will discuss it and take your recommendation into attention.
Hope to give feedback from our side ASAP.

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team believe that 1xslots Casino responsible gaming policy and procedures has nothing to do with any AML requirements. We strongly encourage 1xslots Casino to change these procedures as soon as possible and thus set these in line with current industry standards. We expect from 1xslots Casino to close player's account with immediate effect and without any further unnecessary and unjustified demands.

merel25

• Netherlands • 8 reviews

8 years ago

The complaint is not resolved as they refuse to close my account. With every casino I play with you can either set your deposit limits, loss limits and so on, take a time out or choose to self exclude. Without the need to verify "that I am a real person", because that is what they said. Here I have to email 3 different teams to start with before i receive an answer that I need to verify that am "a real person" before they can close my account. Strange thing is, that I can open an account and make deposits without this need. This is simply absurd and also useless. They can keep my account open, it won't make a difference to me as I will never play with them again. Closed or open account, it does not matter. My problem is with the principle. Even here, when a complaint is published, they continue to come up with reasons and arguments, that NO Other casino has.

And i continue to say, this is not in line with gabling addiction protection. You cannot do anything yourself in your profile to help you to gamble amounts you can actually afford, you cannot take a time out, self exclude or close your account without verification. BUT, you can continue to play and loose money. It is just really ridiculous.

1xSlots Casino Complaint Stats

Resolved 22 / 27

Avg. Amount $425

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

1xSlots Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 13 out of 15 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

1xSlots Casino Complaints

See all complaints for this casino

Failure to Process Withdrawal and Repeated Avoidance

It has been more than 9 days and my withdrawal request still has not been processed. I have continuously sent emails to your support team, but every time I only receive the same response saying that “their specialists are working on it.”

However, no official timeframe or clear explanation has ever been provided. Every email receives the same vague response without any actual progress.

All professional services worldwide should have a clear processing deadline and transparent communication, not this kind of indefinite and unclear handling.
It has been more than 9 days and my withdrawal request still has not been processed. I have continuously sent emails to your support team, but every time I only receive the same response saying that “their specialists are working on it.”

However, no official timeframe or clear explanation has ever been provided. Every email receives the same vague response without any actual progress.

All professional services worldwide should have a clear processing deadline and transparent communication, not this kind of indefinite and unclear handling.

Unresolved

₫4,553,574

2 deposits not credited

I have made 2 deposits today with Jetoncash voucher. I sent the proof of both and they refuse to add my funds to my account. Last time that happened it took me a month to have my money. I hope that this time it will takes no more then one day ‘. I’m repeating myself that is a jeton voucher and they still asked me for a proof of transaction.

Resolved

€18

Deposit not credited with proof

Again, I’ve deposited with a Jetoncash voucher 2 days ago. This deposit method is instantly available. My fund as not been credited. I sent proof of deposit from a to z.

They said they have no answer yet from Jetoncash support.

I sent them the message I received from Jetoncash support that confirm my money has been taken by the casino. They still refuse to add my funds .

Resolved

€10

Deposit of 75 EUR not completed

I deposited 2 times with a tokencash voucher. A first deposit of 50 euros and then one of 25 euros. My money was never credited to my balance and I checked the balance of my two vouchers and the funds were debited. I contacted customer service.

after the first deposit. They confirmed to me that my deposit was being processed and to wait an hour. I then deposited a second time and took a screenshot because during the first deposit I had not thought of doing it. They confirmed to me again that my second deposit was also processed.

Finally my fund as never been added and the refuse to help.

Resolved

€75

1xslots Casino - I want to close my account permanently

Hello, I am trying to close the account permanently because I will not play at this casino again.
I have contacted the [email protected] section and they tell me that it cannot be closed permanently.
They give me the option of 1, 6 months or 1 year. I have explained to them that I will never play again and those options do not work for me.
I have explained to them that I will not deposit at this casino again. I don't see the point in closing it for a period of time otherwise I will play specifically at this casino again.
I hope you can help me to speed up this process.
Thank you

Resolved

1xslots Casino - Regarding Deposit issue

Hello, I am an old user of 1xslot.com. My gaming I'd is 117950687.

The problem is that I deposited 8385 INR on 23 June 2023 through UPI method But Money is not credited credited into my account. Transaction is successful from my side.

I had deposited money on UPI I'd yumnam@freecharge that had given on casino payment page. My payment reference no is 317447664425.

I had a mail chat with the casino regarding this. But they always say that they need time to enquire the matter. But already 6 days are gone. I have sent you mail chats with the casino and payment screenshot please check.

Resolved

₹8,385

1xslots Casino - Withdrawal Delayed Problem

Hello, My name is Nitish <private info removed>. I created a withdrawal request of 29825 INR through airtm wallet method on 03 June 2023 1xslot casino. They said that ewallet method usually take 24 hours for the withdrawal to be processed. They told me that please come back after 24 hours if the withdrawal is not processed. Now more than 36 hours are gone but my withdrawal is not prcessed still now. I contacted customer care and they said that "We have forwarded your withdrawal information to our finance department. We have no information on how long it will take for the problem to be resolved, since the time it takes to resolve the problem depends not only on us, but also on the payment provider. Please be patient and wait for our email response." they copy and paste that message again and again. Their customer service are very pathetic. Please help me to get my withdrawal. I have sent you withdrawal screenshot and mail chat please check.

Resolved

₹29,825

1xslots Casino - Withdrawal delayed from Casino

I am a regular player of 1x slot . My User ID < ID number removed > & email id. < email removed >

I have won of Rs.1200 after depositing Rs.900 from Astropay E wallet on 31st of Jan 22 & requested withdrawal of Rs.1200/- in the same E Wallet. Money did not reach my wallet even till today at the time of writing this complaint. I have contacted customer support of 1x slot they are asking me transaction statement of E wallet whereas Astropay customer service does not give any such statement (Email of both 1x slot & Astropay enclosing herewith) though after this transaction I withdraw many winning which came to astropay wallet.

Enclosing astropay wallet details as well.

I do not understand what happened to this particular transaction.

Regards

< full name and ID number removed >

Resolved

₹1,200

1xslots Casino - Funds disappeared

On 12/14/2020 January they started the verification process after the withdrawal software rejected all withdrawals from my account. (for the 4th time). however that is not the problem. After sending all the evidence to verify my account, on 12/16/2020 an approximate amount of 1750 euros disappeared from my account (I had no active bonuses, and I could not play either since the games were blocked for security). promptly contact the online support team and also the security team via email announcing the disappearance of my funds. They said they passed the information on to the specialists and would start working. Without more to say, he contacted the security team daily and the only response I receive is "All requests are processed in turn. Please wait, you will get a notification.
"However, today 01/28/2021 I have not received any satisfactory answer either via support or via email.

Unresolved

€1,700

1xslots Casino - Blocking account instantly after making deposit with PAYEER!

Hello. 1xslot casino is blocking people instantly after making deposit using PAYEER. I am co-administrator of the one of the biggest casino forums, I received many messages that 1xslot is blocking accounts instantly after making deposit using PAYEER. So on my own I have created account (I didnt have account there), I put all my data and deposited using my PAYEER account. Instantly after deposit I couldn't play, in Personal Data section I was asked to upload 'ID Document' and 'Payments'. When I was trying to play some slots I was receiving information that 'The game is unavailable at the moment'.

So basically after deposit with PAYEER accounts got locked and customers have to upload documents in advance... I have account on 1xbet and 22bet and there I can normally play. On 1xslot I can't. Same is for many people.

Frankly I don't like this and I won't upload documents in advance before trying slots because it sounds like SCAM for me...

Please, can you check this? This isn't normal.. I don't know, maybe this is some error or bug but seriously, blocking account instantly after deposit sounds fishy..

Unresolved