1xBit Casino - Обліковий запис гравця заблоковано.

They blocked my account with no explanation and no response from their support team

Dear Igor,

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. Have you accumulated your winnings with or without active bonus? Have you completed the account verification successfully in the past? Could you please advise how long ago you have registered your account?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

I believe I did redeem some registration bonuses, but my winnings primarily came from my deposit. I haven’t completed account verification yet. I believe the problem is that I used to have an account with them and tried to close it before, but there was no options. Therefore, I changed my email and password so I wouldn’t be able to access it. Later I decided to register again, not knowing it was against the rules. However, I’ve never tried to cheat the system with two accounts or played on both of them at the same time. I’ve registered my bew account in December.

please let me know if you have any additional questions

thank you

Thank you, Igor, for your reply. I have checked terms and conditions, and this is what I found https://crypto1xbit.com/information/rules/:

"Each registered customer may have only one account."

Could you please advise why you wanted to close your old account and how long ago it has been? 

Hi Petronela,

i closed that account around June 2020. I was trying to quit gambling and couldn’t find an option to freeze my account there. Unfortunately, I wasn’t aware that I couldn’t open another account... I’ve never played on two accounts at the same time.

Could you please advise how have you tried to close your account back in June? Is there any relevant communication that you could forward to petronela.k@casino.guru? Thank you in advance.

Hi There! They actually reopened my account and paid me.

thank you for your help.

sincerely,

igor

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Igor, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru