1xBet Casino - La cuenta del jugador se ha cerrado inesperadamente.

@1Xbet they block my account they scam my money...

After submitting the documents to my account, they suspended my account due to a misunderstanding and I had 39k taka in my account and they closed my account without referring that money but I have never used multiple accounts I was ready to provide whatever documents they asked me and I am still ready but I don't know why they closed my account.

Dear juwelahmod,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

I played sports games and slot games and my deposit was 30000 BDT taka and I win 9000 BDT taka by playing games then my balance became 39000 BDT taka and they scam my money by showing fake reason and now I can't login to my account right now.

Thank you

Thank you very much for your reply, juwelahmod. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello,

I want to say that the 1xbet email communication screen short Submitted or tell me the information required by any other specific information. I'll send it to it.

Thanks

I apologize, but I am not sure I understand your last message. Furthermore, I have not received any emails or screenshots of the communication between you and the casino I requested. Can you please forward it to me so we can proceed with this complaint?

Give me few hours I'll submit

Thank you very much, juwelahmod, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello juwelahmod,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 1xBet Casino to join the conversation and participate in the resolution of this complaint.

Dear 1xBet Casino,

Can you please provide further insight into the reasons for blocking the player's account?

Kind regards,

Adam

Dear user,

Thank you for your messages.

Please note that the decision to suspend your account was made after a thorough investigation by the Security Department, based on a confirmed violation of our Terms and Conditions involving multiple accounts.

As stated in the official email you received, this decision is final and not subject to further appeal. We understand your position, but we kindly ask for your understanding, as these measures are in place to ensure fairness and compliance across our platform.

If you have not done so already, you may contact security@1xbet-team.com for any final clarifications. However, we must reiterate that no further changes to the status of your account are possible at this time.

Sincerely,

1xBet Support Team

Hey,

I've many emails Security Department but no any response my Email and 1x bet security Department blocked my email after account close and scam my money.

thanks

Dear 1xBet Support Team,

Thank you for your response. Are you able to please provide supporting evidence of the multiple accounts, either here or to my email (adam.m@casino.guru)?

Kind regards,

Adam

Dear Adam,

Thank you for your message.

In accordance with the security protocols established by our Security Department, it is not possible for us to provide the type of evidence being requested — this applies not only to Casino Guru, but to all third-party review platforms. The internal methods and data used during investigations are strictly confidential and cannot be disclosed externally under any circumstance.

As such, we regret to inform you that we cannot fulfill your request, as it is beyond our scope and authority. However, we will escalate this case internally in the hope that it may be revisited in the future.

We understand this means that this and other cases requiring confidential evidence from the Security Department may remain unresolved. We sincerely appreciate your understanding and the effort made in managing the complaint.

Sincerely,

1xBet Support Team

Thank you for your response, 1xBet Casino.

Dear juwelahmod,

The casino states that they are not able to provide evidence to support their claims, and without any evidence there is no way for us to mediate the situation effectively. Consequently, there is no option available to us but to close the complaint as 'unresolved'. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to provide evidence in the future the complaint can be reopened and you will be notified by email.

This casino operates with a license granted by the Curacao Gaming Control Board. This regulator states that they do not resolve individual disputes between players and gaming operators, but if you do wish to contact them you can do so here: https://www.gamingcontrolcuracao.org/contact

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam

Dear juwelahmod,

This complaint has been reopened at the request of the casino. Evidence has been provided that shows your account and another account have been accessed using the same internet connection and device. Are you able to clarify how this could be the case?

Kind regards,

Adam

Dear juwelahmod,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Adam
Casino.Guru

This complaint has been reopened at the request of the player.

Dear juwelahmod,

As mentioned previously, the casino provided evidence that shows your account and another account have been accessed using the same internet connection and device. Are you able to clarify how this could be the case? Does anyone else use your device to play at the casino?

Kind regards,

Adam

Dear juwelahmod,

Please respond to this complaint. The timer will be extended a final time. If you do not reply, the complaint will again be rejected.

Kind regards,

Adam

tell me...

around 1 year ago I've stolen my phone

after I've buy a need phone and then login my game account Again and start the game...

Dear juwelahmod,

Thank you for your reply. You seem to be stating that your phone was stolen a year ago, and that you then accessed your account from a new device. Unfortunately, this does not explain how both accounts have been accessed by the same device on the same day this year.

Are you able to explain this?

Kind regards,

Adam

Hey Adam,

Thanks for getting back to me. I totally get why that looks confusing - it's definitely strange from my end too.

The only thing I can think of is that maybe the stolen phone was reset and sold or given to someone else, and if they logged in on a network I've used before (like public Wi-Fi), it might've looked like the same device. Or maybe it's an IP address thing, where both devices showed up under the same identifier.

But just to be safe, I've already changed my passwords and logged out of all other sessions. Right now, I'm only using one device - my current phone - and haven't had access to the stolen one for over a year.

Let me know if you need anything else from me to help sort this out.

Thank you,

Juwel

Dear juwelahmod,

Unfortunately, the casino has provided evidence that shows your casino account and another account have been accessed by the same device on the same day. This is very hard to dispute, but what really matters is how these accounts have been used, and if there was clear intention to gain some unfair advantage.

I would like to ask 1xBet casino to provide further information about the accounts in order to resolve this case, as requested previously by email. For example, have they both been used to place wagers, and have they both used the same bonus?

Kind regards,

Adam

Sure...

and i believe this on the system bug and close my account. So I'm request please return my money.

thanks

Hello Adam,

thank you for your responses,

i've been informed that my account and another were accessed from the same device on the same day, which has led to restrictions on my account. 

While I acknowledge your statement, I require specific evidence to understand the full context of this situation. In your previous communication, you mentioned that what matters is how the accounts were used and whether there was any intention to gain an unfair advantage. I fully agree, and to address this properly, 

I need the following details:  

★ Device and Login Information- The specific IP addresses linked to the logins for both accounts.  

★ The exact dates and timestamps of when these logins occurred.  

★ The device fingerprint or unique identifier used to link the accounts.  

★ Account Activity- Proof that the other account was actively used to place wagers or claim bonuses, particularly if the same bonuses were used across both accounts.  

★ Details of any transactions, deposits, or withdrawals made from the other account.  

★ Financial Links- Confirmation of whether the same payment method was used for both accounts.  

Without this information, it is impossible for me to provide a meaningful response or defend against the allegation. I have always maintained a single account and have not engaged in any fraudulent or unfair activities.  

 I urge you to provide this evidence as soon as possible so I can resolve this matter. If I do not receive a detailed response within 10 business days, I will have no choice but to escalate this issue to the relevant licensing authority and dispute resolution services.  

Thank you for your attention to this matter. I look forward to your prompt reply.  

Yours sincerely,  

Juwel A******

Hello Juwel,

I am not at liberty to share any evidence I have received from the casino due to reasons of confidentiality and the security of all parties involved. At this point, we need the casino to provide us with evidence of how those accounts have been used, as they have access to all of the data. Then we will be able to assess if their decision to confiscate your funds is justified.

Kind regards,

Adam

Dear Adam,

Thank you for your follow-up. We have provided our response to your email, including all relevant explanations regarding this case. Please feel free to review our reply in the correspondence for your reference.

Kind regards,

1xBet Team

Hello 1xBet Casino,

Please see my response via email.

Kind regards,

Adam

Hello Adam,

Any updates?

thanks

Hello Adam,

We have replied to your email regarding this case.

Thank you for waiting.

Kind regards,

1xBet Team

Dear 1xBet Casino,

I have replied to you via email, please provide further clarification so that a conclusion can be reached.

Kind regards,

Adam

Dear Juwel,

I have reviewed the case again in its entirety, and I'm afraid I must inform you that we can no longer assist you with this complaint. The evidence is sufficient to show that you have accessed multiple accounts from the same device, and you have not been able to adequately explain the reason for this.

Consequently, the complaint will now be rejected. I am sorry we could not be of more help on this occasion.

Kind regards,

Adam