1xBet Casino - L'account del giocatore è stato chiuso e i fondi non sono accessibili.

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Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello,

I would like to kindly follow up on my complaint.

It has been several days, and I have not received any response from the casino. I have already submitted all required verification documents, and the issue is still unresolved.

The blocked amount (18,500,000 UZS) is my personal deposit, and there are no winnings involved.

I would really appreciate your assistance in contacting the casino and helping to resolve this matter.

Thank you very much for your support.

Best regards,

[Redacted]

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player,

Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshot here.

Thank you for your cooperation.

Dear Player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Player,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Player, unfortunately, I have not yet received your communication with the casino and the proof of your payment. Could you kindly let me know which email address you used to send that information? Have you sent it to my email at [email protected]?

Thank you in advance for your response.

Dear Umida,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Attila,

Thank you for your message.

I apologize for the delay. I will send all requested documents (communication with the casino and proof of payment) to your email shortly.

Please kindly keep my complaint open. I am fully cooperating and still seeking resolution.

Thank you for your support.

Thank you for your email. Could you please forward your communication with the casino's customer support as well?

Additionally, do I understand correctly that the reason cited by the casino for the closure of your account is the use of a payment method that is not registered in your own name? Could you please clarify why the name on the Paynet payment confirmation does not match the name on your identification documents?

Thank you for your patience and cooperation.

Dear Umida,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru