1XBET Casino Support and Complaints Thread

Hello Ivanvidal19,

I hope that your case will be resolved.

Fingers crossed. 

Regards,

I have an acciunt with 1xbet but i gave up playjng a while back after quite a few unsatisfactory dealings with support, all live chat ever does is say they've passed your issue onto the experts 😒

Hi

I registered on 1xbet for more than 3 years , may deposits and withdraws and absolutely no problem (with average of 200-300k USD deposits)

My last deposits were 1.1 M dollars and suddenly i was unable to login .

Bookmaker deleted my account without my consent and knowledge , luckily i have TXID of my deposits to 1xbet and i am opening topics in everywhere i can find .

But since im from a sanctioned country , i cannot sue them legally (or do i? , i dont know , help me if you can)

The support agents doesn't answer , i don't know what to do and i definitely need help recovering my money

Gaming id : 27642****

This Bookmaker and the licensor is absolutely breaking their T&C and misbehaving people from blocked zones , they get their money and delete their accounts ...

Please stay away from 1xbet if you are a high-stake gambler

Hello Miladsuri1379,

We're going to contact the casino representative and inquire about your case. We'll keep you updated on this thread. 

Hello Miladsuri1379,

We have received a response from the casino representative, confirming that their security team is currently investigating your case. They assured us that once the investigation is complete, they will reach out to you directly.

Please keep us informed if they have been in contact with you. 

Hello Miladsuri1379,

Any updates?

Hi This casino is not willing to solve this matter properly or fair , since the evidence i have is enough and this casino violated many terms , "i will announce here again , i like to solve this privately without harming the reputation of casino or the licensor (Curasao)" So i give them 48 hours to reach me by email . They haven't contacted me or respond to my emails for days now

Hello Miladsuri1379,

We have sent the reminder to the casino again.

Keep you posted.

Hello Miladsuri1379,

The casino responded, asking for our patience and stating that they are looking into your case.

Just to keep you updated.

Dear Miladsuri1379, 

We understand your frustration, and we appreciate your patience during this process. Currently, we are in the midst of a resolution with Licensee concerning your situation. Your account will remain restricted until the proceedings are concluded.

Rest assured that as soon as we receive a response from the Licensee, our Security Team will thoroughly assess the situation and make a decision regarding your account. Unfortunately, until this process is complete and we receive an answer from Licensee, we are unable to take further action.

We understand the inconvenience this may cause and appreciate your understanding.

Best regards,

Anthony, 1xBet Team

Hello Miladsuri1379,

We will close this complaint and mark it as Resolved until further notice because we did our best to assist you, rather than because it is completely Resolved.

The casino advised us to wait, and we took action accordingly.

When we or you receive an update, we will Reopen the complaint.

Thank you for understanding.

The licensee answered months ago , why are you trying to waste my time now?

The final ruling lf licensee which i will not bind to has been done 2 months ago 

Dear Bookmaker

Do i need to repost all data regarding 1xbet doing illegal stuff here again or in private?

You want to solve the problem or not?

If yes , tell it upright.

I would highly recommend lcb members to wager at 1XBET been with them since 2019... Never had any issues with them be it deposits,winnings or withdrawals.. Top notch betting site💯💯

Ok , let's take a look at it step by step .

1."Please note that during registration, you independently select your country, confirming your citizenship. This entails filling out all questionnaire data in accordance with your chosen country, its legislation, and the document you possess"

I accidentally clicked on Bangladesh as my country and i've sent emails to 3 diffrent departments of 1xbet to change my country to Iran (Evidence attached) , why casino didn't take any action to change my country to Iran or even close my account back then ?

Why you accepted my documents from a country (Iran) which is not my original registered country (Bangladesh)?the bookmaker failed to do it's obligations in verifing the basic documents integrity (The Same country of registration is the most basic part) .

2."As a responsible service provider, we cannot provide any guarantees or legal advice regarding the legality of our services in your specific location , The company does not provide services in Iran"

are you so sure "the company" does not provide services in Iran?

Then please clarify why "the company" has a official Persian Support Email and Channel dedicated to Iranian people? (Persian is Iran's official language)

[email protected] (Persian support for iranian people only which they claim that they don't provide services to ...)

Then please also clarify why "1xbet mobile app" is not restricted for Iran's IP but the website is restricted?

Also explain why 1xbet provide local and national Card-to-Card deposits (Iranian cards and banks) ?

all of the proofs of payments options using iranian ip attached . 

3."they are still awaiting a response regarding the decision from the Licensing Authority regarding the complaint you submitted"

The Case is already closed by the Licensing Authority 2 months ago , i will attach their answer here , they are not reviewing the case and the evidence i sent anymore cause i missed the 3 days time to provide evidence , i submitted an appeal but they are not responding for about a month .

so why are you telling me you are waiting for the authority's answer regarding this case when you already know they ruled 2 months ago about this case?

i will attached the Curacao's Ruling judgement , which is totally biased and they don't even look at the evidence i sent them !

-----

There are also 6 betslips of mine which the odds was changed by the "bookmaker" to 1.01 (refund) "after i won them all" , i asked the question from many places including the security department and public relations department , and all they said was : "The company" can change the odds of any bets to whatever they want without player's notice or permission , Ok Boss you can change the outcomes of my bet after i won and i can do nothing about that , do you know why? cause im from a restriced country and no one will hear me and you can take my money or scam me however you want .

i will attach the 6 betslips numbers and my contacts to many emails regarding this and their unfair/unjust answers !

-----

Just a personal experience regarding another casino "Stake" , after i registered in this website and provided my documents , as soon as they foundout im from Iran (documents were iranian) they put my account in Withdraw-mode only and informed me about the situation (restricted area that we can't provide services to) , this is called a "responsible service provider" not you .

-----

All the evidence regarding unjust acts of this bookmaker and their licensor is provided .

IRAN is in blocked zone of Curacao in the T&C and no one under their license should accept or provide service to citizens of this country but since the amount of money is huge from this country , some bookmakers accept them quietly and also provide financial deposit-withdraw services to them (C2C and iranian only payment methods) .

And they don't take your emails and matters seriously , you know why? cause you're from a restriced country and no one will hear me and you can take my money or scam me however you want .

-----

To 1XBET Directly

I am truly open to any negotiation regarding this matter , you can reach me by email .

I'm already in contact with SBGOK and their lawyers (the lawyers who made you declare bankruptcy years ago)

If this case goes through the legal path and courts , 1xbet's license will be revoked and you cannot continue to provide services to people from my country (Iran) based on FATF and AML international laws .

you will fully return all my deposits + my lawyer's cost and a fine for what you have been doing all these years .

for the last time , i am trying to solve this case without any legal battles , don't waste our times for 1-2 years over something you know is going to cost you a lot more than what you can give now .

 

Sorry i reached the maximum attachements of screenshots , the rest will be here .

Curacao's Ruling 

BetSlips outcomes changed 

Also i would like to know , Why 1xbet is using special links to provide services to restricted countries like IRAN?

When you go to 1xbet.com and want to create an account , there is no such option to select "Iran" or "912 +98 prefix for number" Or Any "IRR iranian rials currency" , But when you register using some special links created by 1xbet and promoted in iranian social medias , you can register under iranian currency and using a iranian phone number prefix and etc

Original website link : 1xbet.com

Special Link promoted by 1xbet in iranian social media : https://qc6eljejrz.monster/

(they may close the link i mentioned but as you can see i already created an account with Iran number and i have iranian payment options only)

i will send other photos of evidence here

i will send other photos of evidence here


This Bookmaker and their License provider is doing illegal stuff giving financial services to blocked country by AML and FATF International Law and soon their license will be revoke by court .

Hello Miladsuri1379,

We will reach out to casino representative.

Keep you posted.

Hello Miladsuri1379,

The casino responded:

We are aware of the players' situation. We are currently in private correspondence with him by email, and at the same time, we are discussing this case with our security team. 

We will update his complaint on the forum as soon as we get the final answer.

Dear Miladsuri1379, 

We appreciate your patience and understanding regarding the recent developments. As you are aware, we have ceased operations in Iran, and only existing clients from the region are eligible for continued service. Unfortunately, due to this operational change, altering the country setting is no longer possible.

It's essential to note that your account details, including the country designation, are the user's responsibility. We observe that you manually selected Bangladesh as your country of residence, and our system reflects this choice accurately. At this stage, modifications to the country setting are beyond our control.

We want to assure you that our Security Team is fully aware of your situation, and they have already communicated their decision to you via email. If you haven't received the email, please check your inbox, including the spam or junk folder, as it may sometimes end up there. Also we are currently awaiting for a final answer from Licensee as well.

We understand the significance of your concerns and assure you that we are committed to delivering a fair and just resolution.

Best regards,

Anthony, 1xBet Team

"As you are aware, we have ceased operations in Iran, and only existing clients from the region are eligible for continued service. Unfortunately, due to this operational change, altering the country setting is no longer possible."

You know this is a lie right?

do you want me to create a fresh account with country set as Iran in your casino?

I just attached too many proofs about that !!!

you are still working in Iran so please don't lie about this .

A partial or full refund of my money will only solve this case .

Hello Miladsuri1379,

Thank you for your post; we will notify you once the casino responds to us regarding your case, until further notice, the complaint remains on Resolved status, because we did our best to assist you, rather than because it is completely Resolved.

The casino advised us to wait, and we took action accordingly.

When we or you receive an update, we will Reopen the complaint.

Thank you for understanding.

This is not fair

It should remain Unsolved until 1xbet solve the problem here

Hello Miladsuri1379,

We will change the status to Unresolved if the casino does not provide us with feedback regarding your case, but we beleive they will.

Please have more patience, we will notify them again now about your case.

Regards,

Hello Miladsuri1379,

The casino representative got back to us, informing us that there have been no updates or additional information provided by the security team regarding the situation. They mention that all available information has been communicated to you via email, but they will contact the Security Department again to see if there are any fresh updates. 

Keep you posted.

If it was about 100$ or 1000$ theh would definitely refunded me and got this solved asap .

But since it is about millions of dollars , they will not refund , doesn't matter what we provide , seems like they don't care about this .

If anyone's situation is like me , contact me to join the ongoing class action lawsuit against 1xbet in curaçao Netherlands. 

Hello Miladsuri1379,

We will send them a reminder again in a few days.

We are trying our best to assist you, but our hands are tied until they respond with a final resolution.

Keep you posted.

Dear Miladsuri1379 and Complaints Moderators,

We want to inform you, that we have received the final decision from the Licensee.

According to the Curaçao eGaming Licensee:

CEG rules in favour of the Operator (1xBet) because:
- The Operator, in the view of CEG, has acted in accordance with the public information on Its website, to which the Operator has referred to, as well as provided supporting statements.
- The Player has not been able to provide any evidence that the Operator has made any adjustments or witheld winnings.
- The Player has based his/her claim on an (alleged) violation of a norm (unlawful action). Even if this would be the case, which CEG was not able to establish, the relative aspect of the unlawfulness means that the norm infringed by the perpetrator must have been codified in order to protect the interest that has been harmed.
The norm on which the player has based his claim does in this particular case, however, not pass the relativity test. Whatever may be of the alleged breach or a norm, as a consequence of not passing the relativity test, it is ruled that the Operator has acted in accordance with rules and regulations pertaining to the issues relating to the player.

Our Security Department was fully managed by company's Terms and Conditions regarding the blockage of the player's gaming account. Before registration, all clients are informed with our company rules, and it is expected that they have read and consented to these regulations. 
In this case, violation of our company's policy leads to permanent blockage.
While we sympathize with your circumstances, it's vital to emphasize that the decision taken by our Security Team cannot be reconsidered.

We truly appreciate your cooperation during this process.

Best regards,

The 1xBet Team

Hello Miladsuri1379,

After the casino's final statement, we must mark this complaint as Resolved.

Thanks for your understanding.

I'm telling you CEG is not looking at anything i sent cause i missed a 7 days provide evidence time !!!

I sent them 100 emails they haven't read or answered one of them !!!

Why the hell should i accept the ruling of such a fake and awful authority?

Stay away from 1xbet or Any CEG licensed casino at all cost .

This should remain unsolved until the case is finished until the court of curaçao Netherlands rules .

This CEG is totally bullshit and out of discussion.

You better get your best lawyers prepared for the lawsuits coming at you dear 1xBet Casino , see you soon :)

I just told you , the letter 1xbet revealed today was for 2 months ago !!!!

How did they get it now while i got it 2 months ago??

Why CEG is not answering to any of my emails or evidences?

Is there any platform out here to submit a complaint about CEG? NO!!

I talked about 6 of my betslips getting refunded after i won with all betslips provided .

1xbet answered ; based on our rules we can change the outcome of any bets without noticing player .

HOW IS SUCH A TERM LEGAL EVEN?

HOW IS IT JUSTIFIED?

THEY CAN CHANGE YOUR OUTCOME ODDS AFTER YOU WIN WITHOUT NOTICING YOU AND YOU CAN'T DO ANYTHING ABOUT IT .

And you want to mark this as resolved?

Don't accept bets more than 100k USD if you can't pay the winnings of a player !!!

Changing outcomes and odds after we win is not the way

They completely deleted my account with funds still in my account !!

How is that ok ???

They can terminate my account whenever they want but they have to pay me the remaining of my balance

Hello Miladsuri1379,

Players play at their own risk at casinos. We always recommend that players read casino reviews and the casino's terms and conditions before engaging with the website to determine whether the casino is a good fit for them. This complaint is marked as Resolved on LCB only because we did everything we could to help you, and if casino's decision is final we can't go further than that. If you decide to take legal action or complain to a higher iGaming authority, such as licencor, it's your personal decision, and we can't advise you on that. Please keep in mind that licensors often take longer to respond.
 
We are mediators between players and casinos. We offer our help to try to solve the complaints that players have with casinos, free of charge.
 
Thanks for your understanding.

When the problem is still here and not solved , why you mark it as solved?

People will see here and think that 1xbet acted by their T&C (which they completely broke) .

As a mediator you should be just and set this as unresolved until the court's judgement 

Hello Miladsuri1379,

Every post is public so everyone can see everything.

Unresolved status only includes complaints about the casino's or the submitter's lack of responsiveness.

Thank you for understanding.

you have License under CEG Curacao Authority and Curacao has some T&C that all the bookmakers under their license should abide . i will state clearly the obvious statements of "The Curaçao Gaming Control Board" "the regulator for the Curaçao land-based casino industry, the licensing authority for all lotteries, charity bingo, charity bon ku ne and the licensing authority and supervisor for online gaming" :
Territory Access

The Operator is not allowed to offer B2C Services to any person that is residing in a Territory if this has been prohibited by any agreement with Third Parties, such as, however not limited to Payment Processors and Game Providers. It is the sole responsibility of the Operator to be aware of any limitations deriving from the said prohibitions to its B2C Services.

The Operator is obliged to arrange that persons residing in these prohibited Territories, shall not be able to view or access the Website. As a replacement, the Operator shall arrange for the display of a notification in such cases, explaining why the said person is not allowed to see the said Content.

The Operator shall at all times observe national as well as international rules and regulations that allow or prohibit display of Content, for which the Operator is solely responsible.

The Operator is required to Report, as an Incident, any notification of any Regulator stating that the Operator has allowed persons in a prohibited Territory to view or access the Website within one Business Day after the said notification has been received. Failure to do so or timely do so shall result in a Material Breach of the IP-Agreement. The Operator is obliged to respond to the Regulator that issued the notification, within the demanded timeframe.

so you it's Operator obligation based on your authority's T&C and whatever you write in your own T&C is illegal and will be act upon .

And suddenly when we talk about their breach of T&C (Curaçao online gaming authority) they vanish :))

As you see , 1xbet isn't responding anymore .

Stay away from this scam bookmaker specially if you are from a prohibited gambling country , they won't treat you well .

They are providing financial services to all prohibited countries specially asian countries , soon their license will be revoked hopefully .

No answers yet from 1xbet :)

Handover my bet and transaction history and i will prove that im right in the court

Hello Miladsuri1379,

The casino representative considers your case closed, thus we are unable to offer further assistance. You have the option to file a complaint with the casino licensor. 

Ofcourse they do .

Corruption is all over the place , stay away from 1xbet at all cost

Hello! We regret the inconvenience you've encountered. We'd like to delve deeper into your request. To ensure the confidentiality of your personal information, please contact us at our official email: [email protected], providing more detailed information: your account number and specifics of the difficulty you've faced. We look forward to hearing from you and are prepared to promptly address your case and offer assistance. Have a great day! Best regards, Alex | 1XBET Team

Can I ask for the presence of a 1xbet casino Rep? Their customer support provided me with very poor information/replies. They sent me to the block team email I never got a reply in over 7 days. Complaints department hasn't responded either, making me believe they ignore emails from players.

Their security department opened an investigation into my complaint, but provided me with doubtful information after a shady "internal Investigation". After providing with proof that contradicts what they told me, they have not answered me back. Hopefully 1xbet can resume to solving my problem and replying to my emails, as I have serious doubts about their Investigations, because they only find whatever they want.

Looking forward to a reply,

Best regards,

Duarte

Hello Dudu,

Could you please provide us with more information about your case? What is the issue with the casino that you complained about to their support?

Please send us your casino username via PM so that we could forward it to the casino rep.

Thank you.

Hi JovanaV, 

I will send you all the details through PM, if that's OK with you. Unlike my other complaint here in LCB, 1xbet seemed willing to at least investigate, but unfortunately they provided me with wrong information, and after I provided them with screenshots of what happened that contradicts what they told me, they stopped responding me. 

Hello Dudu,

Thank you for sending additional information about your case along with your casino credentials. We have emailed the casino representative and will update you as soon as we receive a response from them.

Hello Dudu,

We've sent a reminder to the casino rep since we haven't heard back from them thus far. Keep you posted on this thread.

Thank you JovanaV, 

I haven't heard back either from the Security Department from 1xbet. I am really wondering about their shady " Internal Investigations" as I honestly believe they only find what they want. 

Their Investigation said, they didnt find anything that I mentioned, and when I sent them evidence that contradicted them, they stop responding.

Kindly note that, I still have 0 access to my account, Block department doesn't answer, Complaints department doesn't answer either. I have no way of retrieving logs because of this. And now it says my App cannot be used in my country, but until the 28th July, until they blocked me Unsolicited, I never had an issue with the App itself. This is extremely shady.