1XBET Casino Support and Complaints Thread

Hello Dudu,

We still haven't heard back from the casino rep, we've sent them another reminder now. We hope to receive some feedback this time so we can continue assisting you with your case.

Thank you for your patience.

Thank you JovanaV, 

Unfortunately 1xbet doesn't seem willing to let me inside my account to retrieve any logs that might be used as evidence against them. I still have 0 access to my account, and even after contacting all the departments ( support, Block, Complaints and Security) none responds. 

I will wait a few more days. 

Nothing from 1xbet so far? They still haven't answered any of my emails or give any signs of life.

Dear Dudu,

Unfortunately still no response from them. We've sent them yet another reminder email, hopefully, we will get some response this time.

Dear Dudu,

We heard back from the casino. They say that they have forwarded your case to their Security Service for review and will let us know once they receive a response. Keep you updated on this thread.

Dear JovanaV, 

Thank you Very much for actively trying to help me with my problem. I really appreciate it. 

 I hope the security department doesn't copy and paste the same answer they gave me through email to which I sent them evidence that contradicts. I will get ahead and post here, what they told me and my answer to them with evidence contradicting them. 

Over 3 weeks waiting for a simple answer from the block department, and nothing to far. 

Kindly note that I still have 0 access to my account. My account was blocked after I requested a limitation to my deposits of 50€ per day, and they blocked my account after my request. 

Best regards

Hello! Your account has been blocked due to gambling addiction. To unblock your account, please send a medical document confirming the absence of addiction along with your ID to our official email [email protected].

Dear 1xbet,

I requested a Limit to my deposits and i got blocked. Block team does not answer any emails. In 2023 I requested the same thing and nothing was done, so if you take this much action when asking for a limitation on deposits, why didn't you apply restrictions when i requested it through email in 2023?

Could you comment on the fact that, the security team replied i never requested anything before 28-7-2024, but after proving evidence that contradicts, i got no answer? Could you answer why does the block team not reply since I have contacted them at least 2 times? 

In 2023 when i requested a block, 1xbet did not follow my request. When I didn't ask for a block 1xbet Blocked my account. This is a case of misconduct, by 1xbet, you failed to fulfill obligations when requested and now you applied measures when not requested. Due to this, I will reiterate what I said on my email to the security team.

i am ready to take this to Curacao Egaming the license provider. Even though you do not let me inside my account to retrieve any chat logs, i have all the conversations through email.

An effort was made by me to timely, make the Website 1xbet.com aware of the existence of problematic gambling behaviour. However, 1xbet team has not taken the necessary action(s) under responsible gaming to block the player's account.

A refund of the net deposits since I made the request through email is the only possible solution. 1xbet failed to fulfill their obligations and disregarded the Responsible gaming conduct, this is a breach of your own ToS and the CCRG2022, article3, 2.g, 2.r, and 2.u. 

I will be waiting for an answer before taking this to the license provider, as I am sure I have more than enough evidence to proceed with an official complaint, but I would like to give it a try to resolve this amicably and without the need for the ADR department.

Best regards

Dear Dudu,

We have referred the casino representative to your latest post, and we will notify you as soon as we receive a response.

Dear Dudu,

We have contacted the casino again and asked for an update. Keep you posted.

Thanks Eugene for giving precious time to us in this forum. We players will get updated information regarding bets etc from you.

Dear JovanaV, 

Dear Dudu,

Did you send the requested documentation to the casino?

Dear JovanaV, 

1xbet told me to contact the block department for further assistance. The block department hasn't answered any emails in almost 1 month. 

Also, The whole access to the account is denied. I need access to the chat Logs with customer support. 

I messaged the block department as requested by 1xbet on the 29 July. No answer in 1 month. 

When I said I would make a complaint with the license provider, they have not Given me any access to the account to retrieve any chat logs. I would like access to the chat Logs, to see if I am going to take this further or no.

Best regards 

Just to clear up any possible misunderstandings, 

I requested a limit to my deposits and 1xbet blocked my account. During 2023 I requested a block to my account more than once, and 1xbet never applied one. In my point of view, they are blocking now, because they didn't before, even though i requested multiple times... Now, i requested only a Limit to my deposits, since I am doing much better with my gambling. 

This is the problem I am facing. Also, they are blocking me the access to the App and to my account to prevent me from retrieving chat Logs. When a block is applied, the player can't deposit, like you will see below. They Blocked my access to the App because they know I had already requested several times, both through chat and email, and since I told them, I would go further with a complaint, that's why they blocked my access to the app instead of just limiting the deposits. 

The fact that the complaints email, the block team and the security department do not answer any email, further proves my point, that they know I have basis to go further with a complaint, so they just ignore any email i send, including giving me any access to my account to access the chat Logs. I will wait for 1xbet reply either way.

Best regards

Dear Eugene how much a player can win maximum with minimum bet and in which sport?

If you dont mind please send a video link from where a new player who doesn't know how to make a bet will learn.

I will also await your response in my inbox.

Dear Dudu,

We’ve sent another email to the casino asking if they are willing to continue cooperating on your case. We’ll update you if we receive any feedback from them.

Thank you for your patience.

Dear JovanaV, 

I appreciate the help. 1xbet is just going around in circles by now. I received a new message saying to message the block department. I have been waiting for an answer from the block department for 1 month. 

It's pointless. Curaçao licensed casinos are terrible, as they have to answer to no one right now, as the license providers are going out of business. 1 of the 4 master licenses has already ceased services, Curaçao Egaming will cease services in 1 month and then 1xbet and others will have to apply for GCB license or they will not be able to operate. I can only recommend everyone not to use 1xbet, as they can basically do whatever they want, and go unpunished.

Best regards

Dear JovanaV, 

After sending 4 emails to the block department and waiting for over 1month, i finally received an answer saying my Request will be processed, and to wait for them to get back at me. 

Whatever happens with the request, I think its safe to say it will be final, so I do not mind if the case is closed here. If by any chance anything happens, or I receive no answer back, I will open the complaint again if that's ok with you.

Thank you for reaching out to the Rep. And trying to help.

 Best regards

Dear Dudu,

Thank you for letting us know. Please update us on the progress. 

We will now close this complaint as per your request, but if you need our assistance again, feel free to reach out.

To casino agents, if you become a host or sell your products on the "lcb shop", it would be great. In addition, you may add members to your large casino platform. Most players know how great 1xbet is, but new players are afraid of the long and intensive verification of the casino. Sometimes, if possible, reduce the verification level or speed up the process. You will definitely be in the top casino in this industry.

Hello,

I started played on their website starting from $200 and ran it up to $1100 and now they company has blocked my account and want me to send doucments for KYC verification.

I have sent all the documents that they requested and after 4 days they come back to me to ask for more documents (so they can get more time to cool things down) and eventually not pay the customer

I sent the additional documents that they requested and they are saying we can not accept this documents where as they are the original electricty bills from the state.

I have lost complete hope and I know these indian websites are a scam, is there anyway we can turn them down?

can @moderators help me here?

Hello pulkita16,

Please send us your casino username via private message so that we could contact the casino rep and check your account.

Thank you.

I don't have a username for this account as I never got a chance to save it, all I have is my email and they should be able to find me with that

Hello pulkita16,

Email is good too, please send it to me via private message so that we can forward it to the casino rep and try to assist you further.

Thank you.

I have sent it to you but nobody has responded to me in my 22bet forum either

Hello pulkita16,

Thank you for sending your account details. We've sent an email to the casino rep regarding your case. Please keep an eye on this thread for further updates.

nobody has reached out so far

nobody has reached out to me regarding this

Dear pulkita16,

We haven't heard from the casino thus far so we've sent them a reminder. Keep you posted.

Thanks,I'll be hoping for a response

even though I know this company is fraud and Idk why people support them

Dear pulkita16,

We apologize for the wait.

According to the Security Department, your utility bill was requested on October 6th, but unfortunately, we have not yet received the original documents. Please refrain from editing the photos and send the original, unedited, and uncropped photo with a size of no less than 1MB.

Thank you very much in advance.

Best regards,

The 1xBet Team

Hello

That is a real utility bill why would I need to edit those?

Please tell me how do you want it

I believe the lease agreement should work in this situation as well right? Can I provide that?

How about you guys provide clear instructions of what documents do you need?

I am studying in bangalore and I created this account here for which utility bill has been provided, do you need my utility bill of home address that is Nagpur city?

Please communicate clearly and I will provide you with the documents

Hello! Support sent you a request on October 6th about what documents are needed for verification. Please send the documents that were requested. For all questions, for a faster response, write to technical support via chat in the application or on the website. Unfortunately, we will not be able to answer you on the forum as quickly as we would like.
Moreover, it is easier to solve directly with technical support to preserve confidential information.

Sincerely, the 1xbet team
Have a nice day!

I have sent the documents yesterday and the support has stopped responding since a week

this doesn't look like I am going to get my money back from your partner company

can you reach out to them?

Hello pulkita16,

We contacted the casino rep and referred them to your post. Keep an eye on this thread for further updates.

I have resubmitted my documents with my another email and the customer service responded with this, "

Dear customer, we ask you to apply from the previously used e-mail.

Please do not create lots of new mail threads, it makes the processing of your request longer."

But they are not responding to me on the previous thread

Are you guys looking for reasons to not give my money? I have also asked a lot of times for you to provide me the list of documents you need and you keep coming back to me with new request every 4 days trying to delay the process.

Here is the proof

is there anyway you can talk to them, they are not responding at all

I still haven't heard anything in 4 days, can you please check on this?

Dear pulkita16,

We've contacted the casino rep again and will let you know as soon as we receive an update.

Thank you for your patience.

Dear pulkita16,

Thank you very much for your patience. We have double-checked the information with the security department and received a response that only a link was provided by you. Unfortunately, we cannot accept this format under the security regulations. Please provide the original files as confirmation, according to the instructions given by the security department. Thank you in advance.

Best regards,

The 1xBet Team

As you can see above I have provided pdf documents to you, it is very clear at this point that you do not want to pay out.

I can send the pdf again and update the picture here, are you going to say the same thing then?

attached is the picture of resent documents right now

they are creating issues after issues even when I have provided all the documents, what does this imply?

No matter what I send they will keep requesting the documents

can you mediate here?

Dear pulkita16,

We've contacted the casino rep again and referred them to your latest post. Please keep an eye on this thread for further updates.

I am still waiting for the response

these websites are terrible

when will this be resolved

can you please reach out to them again?

This is clearly a no pay scheme