1xBet Casino - Spelarens begäran om att stänga sitt konto har förbises.

I requested on 1st January 2019 1xbet to close my account 26259987. This request was ignored. I followed

everything specified in the rules. I sent an email to block@1xbet.com from my registered email.

My account was closed just over 1 year later without explanation.

They also didn't follow their terms and conditions regarding to forbidden country and they changed their terms and conditions whithout players permission

Dear Jorge,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward me the email which has been sent back in January 2019, requesting your account to be closed? My email address is petronela.k@casino.guru.

Additionally, from the forwarded document, I understood that you have filed an official complaint with the Licensing Authority, is that right? If you have contacted already Licensing Authority, please let us know, as we won’t interfere with their investigation.

Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, I have already sent you the printscreen of the request. I opened 3 accounts, and it seems that they only blocked the 3 accounts after I sent a new message in January 2020 about one of the accounts - which doesn't make any sense.

By 1xbet rules all bets on the 2nd and 3rd account should be canceled and deposits returned. Now whenever I challenge them with this information they say that this is not valid because I asked them to block my account manually ... I already asked them to unlock their accounts and they say that they are permanently blocked.

Muito obrigado eu, já vos encaminhei o printscreen do pedido. Eu abri 3 contas, e ao que parece só me bloquearam as 3 contas após eu ter enviado uma nova mensagem em janeiro de 2020 acerca de uma das contas - que não faz qualquer sentido.

Pelas regras da 1xbet todas as apostas da 2ª e 3ª conta deveriam ser canceladas e os depósitos devolvidos. Agora sempre que os contesto com esta informação dizem que isso não é válido porque eu pedi que bloqueassem a minha conta manualmente... já pedi que desbloqueiem as contas e dizem que estão permanentemente bloqueadas.

Dear Jorge,

Thank you very much for forwarding the email. Do I understand it correctly that you have had three accounts with the casino? Why you’ve opened the additional accounts? Was any of them blocked or closed by the casino throughout this period?

Lastly, please advise if you have contacted the Licensing Authority already. Thank you.

Hello, yes I created 3 accounts. The reason is that im gambling addicted and they closed each account without answering to my emails or explaining why was it closed.

I received an email from tehm stating my account was closed and funds returned but i never could login into my account to withdraw the deposited funds.

I contacted curaçao many many many times per email without having any answer from them since january - ridiculous.

So, after the email request from January 2019, your account has been closed but later you were able to open another 2 accounts under your name and other personal details and deposit funds, is that correct?

I had one account opened in 2017. In 2018 I opened second account because I couldn't use the first one. On 1st January 2019 I requested for my account be permanently closed. It was closed only in 2020. Im asking to the account be at least rollback to the moment I applied

Thank you very much Jorge for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jorge.

I am afraid that in this situation, we need assistance from the casino. Please, 1xBet Casino representatives, explain to us what happened in this case.

The 1xBet Casino representatives contacted us and give us lots of materials about your case.

Also, the fact that this case was already published in many forums.

From the proofs what they gave us we decided to reject your complaint and block your accounts.

Please do not waste our time. We are trying to help people, not support fraud.