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Hello. My issue is that in December 2023, I created an account using my email address. In February, I realized that I had another old account linked to my phone number, which had never had any money transactions. Honestly, I don't know what I accidentally clicked on that ended up blocking one of the two accounts, but they ended up blocking both, including the one I normally used, along with the money I had in it. The thing is, since the 1st of February, I've been making calls and sending emails, but I've yet to receive any response regarding my case. They can't just block my accounts and not return my money.

Hola. Mi problema es que en diciembre de 2023 me creé una cuenta con mi correo electrónico, en febrero después me di cuenta que tenía otra vieja con mi num teléfonico, la cual nunca tuvo movimientos de ingreso de dinero. Sinceramente, no se que toque sin saber para bloquear una de las dos y me terminaron bloqueando las 2 con el dinero que yo tenía en la que usaba normalmente. La cuestión es que desde el 1ero de febrero estoy llamando y enviando mails sin obtener respuestas sobre mi caso. No me pueden bloqueas cuentas y no devolverme mi dinero

Dear yair,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 1xBet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Has any of your accounts been verified?

Did you activate any bonuses on any of your accounts?

Do I understand correctly that you closed your first account in the past and you never deposited into that account?

Please forward any relevant communication between you and the casino regarding your duplicate accounts to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

None of my accounts were verified, since when I wanted to verify the 2nd one (email) I couldn't because my cell phone was on the other account.

I did not activate bonuses.

In the past I had made an account with my phone number, which was never used. I didn't remember, when I tried to close the one that was never used, they both blocked me.

I have had this problem since February 1st, I only received a response from the block requesting photos of my ID and proof of transfer, which was sent by me. I didn't get any answers from 1xbet again, I got tired of calling and communicating in the support chat. Thanks a lot

Ninguna de mis cuentas fue verificada, ya que cuando quise verificar la 2da(correo electrónico) no podía porque mi celular estaba en la otra cuenta.

No activé bonos.

En el pasado me había hecho una cuenta con mi número telefónico, la cuál nunca fue utilizada. No lo recordaba, cuando quise cerrar la que nunca fue utilizada, me bloquearon las dos.

Tengo este inconveniente desde el 1ero de febrero, solo recibí una respuesta del block solicitando fotos de mi DNI y un comprobante de transferencia, el cual fue enviado por mi parte. No volví a tener respuestas de 1xbet, me cansé de llamar y comunicarme en el chat de soporte. Mucha gracias

Thank you very much, yair, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you yair 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 LAT for their help in resolving this complaint. We would like to know if it's possible to reinstate the account if the previous one was not used.

Thank you!

I'm only interested in getting my money back, nothing more. I don't care if I continue using that betting house or not but I need my money

Solo me interesa la devolución de mi dinero, nada más. Me da igual seguir utilizando o no esa casa de apuestas pero necesito mi dinero

Dear Yair,

According to verified information, your email is in the queue. Since you are duplicating the inquiry, your email has been automatically moved to the end of the queue. Therefore, we kindly ask you to refrain from sending further emails until you receive a response. 

We have forwarded the request for your inquiries to be reviewed as soon as possible. Please wait for a response via email.

Best regards,

The 1xBet Team

I'm duplicating the emails because I haven't had any answers in a month and I don't know what to think about it. Their customer service leaves a lot to be desired.

Duplico los correos porque hace un mes que no tengo respuestas y no se que pensar al respecto. Su atención al cliente deja mucho que desear.

Dear Yair,

Your request is being processed by our email specialists. The documents you have sent are currently under review. Once the review is completed, you will receive a response via email.

Best regards,

The 1xBet Team

Thank you for the update 1xBet Casino LAT representative.

Dear yair, let us know when you receive the response from the casino and if you require any further assistance. Thank you!

I was now able to withdraw my funds from the account. Thank you very much casino guru for helping me, if it weren't for you I would still not have answers from 1xbet. Thanks a lot

Ya pude retirar mis fondos de la cuenta. Muchas gracias gurú casino por ayudarme, si no fuera por ustedes seguiría sin tener respuestas de parte de 1xbet. Muchísimas gracias

Dear yair,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter