1xBet Casino - 플레이어의 상금은 압수되었습니다.

Main Issue:

The casino has confiscated my winnings and accused me of operating multiple accounts on their platform, which I strongly deny.

Account ID: 766167603

Account Background:

An influencer in my country promoted this casino, and because of their popularity, I decided to try it. The casino offered many games and betting options compared to others. My mistake was not researching the casino beforehand. I deposited a total of ₱157,000 (≈ USD 2,670) without any issues, the deposits were processed quickly. On November 3, 2025, I made my first withdrawal of ₱10,000 (≈ USD 170) to test whether the casino was legitimate. After two declines, the withdrawal was eventually processed, which initially gave me confidence in the platform.

Later, when I attempted to withdraw ₱8,800 (≈ USD 149), the request was declined, and the casino asked for KYC documents. I fully understood this requirement, as I previously led a KYC and AML team in my country to help a well-known online casino in the USA for their business.

By this time, after several days of betting, my account balance had grown to ₱437,033.14, meaning my net winnings were ₱290,033.14 (≈ USD 4,933.25). These winnings came solely from deposits, not bonuses.

Timeline of Events:

Nov 5: Submitted passport and driver’s license. Casino requested a selfie with their email.

Nov 8: Requested utility bills.

Nov 12: I confronted them for breaching their own 72-hour KYC review rule. They then asked for a national ID (I explained I only had a digital version, which is government-accepted), plus bank statement and utility bills again.

Nov 15: Nearing the 72-hour deadline, they requested a birth certificate, an unusual demand, as casinos rarely ask for this when valid IDs are already provided.

Nov 18: Requested national ID or passport again. Despite repeatedly submitting my passport, they rejected it, replying with "Please pay attention to the requirements of the Security Department," which felt dismissive and insulting.

Nov 19: To avoid further issues, I obtained a physical national ID from the government office and submitted it.

Nov 22: After complying with all requests, they asked me to take a selfie holding a paper with a code. Hours later, they accused me of multi-accounting and confiscated my winnings.

I can also provide you with the email thread I had with their security team.

My Position:

I have complied with every KYC request, provided multiple documents, and waited patiently despite delays and repeated demands. I firmly deny the accusation of multi-accounting. If the casino has evidence, they should present it. As an AML/KYC officer (though not in the casino industry currently), I know the standards of fair verification and customer treatment. Their actions appear to be stalling tactics, and I believe the accusation was made simply because my account was winning.

Request:

I respectfully ask Casino Guru to assist in recovering my confiscated winnings. I have done nothing wrong, followed all rules, and provided every document requested. The casino’s handling of my case is unfair and unjustified.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations of opening multiple accounts? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Hello Tomas,

First of all, thank you very much for your reply. Please find my answers to your questions below:

*Could you please advise how long you were a player at the casino?

→ I registered last year but never played here since I was playing at another casino at that time, trying to reach VIP status there. I was encouraged to deposit here after seeing a video from one of the famous influencers promoting this casino in our country. My first time playing here was during the last week of October.

*What games did you play to accumulate your current balance in the casino?

→ All of my winnings came from sports betting. I also enjoy playing live casino games, but I was unable to do so because on November 5, when I was asked to provide documents, I discovered that I could not access the live casino.

*Did you achieve your current balance with the help of a bonus?

→ No, all of my winnings came from my own deposits.

*Communication with the casino regarding the accusations

→ I have forwarded the communication to your email.

Regarding the KYC process, I fully understand its importance since I come from a work background where this is standard. However, this casino handled the KYC in a very unprofessional way. They passed me around, their customer service was useless, and after I submitted everything they requested, they accused me falsely. I even became anxious because they asked for my birth certificate. Regarding their false accusation, First of all, I would never do that, because I know the consequences for players if they do so, given my industry background. Why would I waste my time and money only to face such treatment?

Therefore, I want to challenge their security team to provide proof of their accusation. Show me evidence that my IP address was used for multiple accounts on this casino. Show me the names of all devices they claim were used for multi-accounting, and show me all the mobile numbers they allege were linked to multiple accounts since you can log in on their platform using mobile number. Also, explain what tools they used to conclude that I was operating multiple accounts. I am 100% certain this is a false accusation, and they are only doing this because they do not want to pay me since my account is winning.

In fact, they have violated several laws in our jurisdiction, but as advised by my lawyer, I will not disclose those details yet. For me, I do not care about their business operations as long as they treat players fairly and do not make false accusations. As of now, I can no longer access my account.

Hello Team Guru, I sincerely hope you can help me with this matter because I truly did nothing wrong. Thank you very much.

Thanks for your patience and for the information provided.

Please understand that if you mainly placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. There are many multiple-account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly.

We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. We are sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with any online casino, and we will try our best to help.