1xBet Casino NG - La cuenta del jugador se cierra después de la solicitud de retiro.

So I made a deposit and won some money. I tried to withdraw and they asked for some documents which I provided. Did all that was asked of me and I got this mail today

Dear Dosafranzee,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 1xBet Casino NG. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you make the deposit and request your withdrawal?
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• What documents did the casino request from you?
• Were your documents verified before your account was blocked?  

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,

Natalia

1.When did you make the deposit and request your withdrawal?

- I made the deposit on 12 of February 2025 and about a week or 2 later on i try withdraw.

2. Did you accumulate your winnings with or without an active bonus?

- No I did not use bonus.

3. Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

- Yes only betting on football and basketball and tennis

4. What documents did the casino request from you?

- My ID document, they ask for my license, they ask for my international passport but I did not have those 2, then they as for birth certificate which I give. I also snap with the birth certificate. They also ask me if I know some people and I reply no. I do not know if they confuse me for another customer.

5. Were your documents verified before your account was blocked?

- They just say it were under check, next thing I know I get that mail and I can't access the account

Thank you very much for your reply, Dosafranzee. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I have sent the video evidece of my communication with their team to natalia.b@casino.guru as requested

Thank you very much, Dosafranzee, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Ok thanks

Hello there,

Thank you Dosafranzee for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1xBet Casino NG for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Tanks

Dear user,

Please be advised that your account (ID 654880375) was blocked following an in-depth investigation by our Security Service, which revealed a violation of the Terms and Conditions related to multiple account usage.

In particular, the following provisions were breached:

Clause 7.1.1

Each registered customer is allowed to have only one account. Customers are allowed to register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website.

During the verification process, our system identified a strong match between your account and another previously restricted account (ID 602852381) — specifically in terms of device usage and betting behavioral patterns.

As a result, access to your account was permanently restricted in accordance with our internal policy on multi-accounting.

If you have any further questions or require clarification, please do not hesitate to contact our security team directly.

Best regards,

1xBet Team

Before using my account to bet I send a message on support. I ask if I have more than this my present accounts that have been blocked because I create that account over 1 years ago and I have not use it in long time. I confirm to be sure that it is my only account on 1xbet and support confirm yes for me. Before I start to bet.

During verification team ask me if I know some people which I have no relationship with. And I state it there so how come. Please do your investigation again cause I stick to rules of 1xbet

Hello casino guru. Nobody have responded to my complaints

Nobody answer my complaints

Thank you for the update 1xBet Casino NG representative. Would it be possible to provide me with evidence of multiple accounts and any communication with the player? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

They have not provide evidence cause it's lie.

They have start to deny people winnings here in Nigeria. Look an examples

They ask this user who post on teitter via ifluencer proof that he is not addicted to gamble

Dear Peter,

Thank you for your message.

We will inform the appropriate department regarding your request and do our best to provide a response — along with the requested evidence — via email in the coming days.

We appreciate your cooperation and will be in touch as soon as possible.

1XBET support team

Dear Peter,

We have just sent you an email with additional materials regarding this complaint.

Please confirm once received.

Best regards,

1xBet Support Team

Hello Peter, please checked it.

Hi Peter please answer

Dear Dosafranzee,

Following a review of your case, we have been informed by the casino that multiple accounts have been linked to you. While we believe that each case should ideally be assessed on its own merits—particularly to determine whether any unfair advantage was gained through the creation of multiple accounts—it is important to acknowledge that industry standards strictly permit only one account per individual.

While we would like for the casino to make an exception in your case, at the end of the day, the one account per person rule is an industry standard and it has been violated in this case.

We understand that this outcome may be disappointing, but we appreciate your understanding.

Kind regards,

Peter