1xBet Casino - Достъпът до акаунта на играча е ограничен.

The website is no longer accessible from Germany and I still have a balance of 116€ on the site, which I would like to have paid out.

Die Webseite ist aus Deutschland nicht mehr erreichbar und ich habe noch ein Guthaben von 116€ auf der Seite, welche bitte ausgezahlt werden sollen.

Dear Neustart,

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.

• When did you first notice that the website was no longer accessible from Germany?
• Could you please advise if you have passed the KYC verification before you lost access to your casino account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Dear Kristina,

I noticed this some time ago.

I have successfully passed the KYC verification.

This isn't a win. My account was restricted at the time, and I couldn't place any bets. Therefore, I'm requesting a refund.

Best regards

Restart

Liebe Kristina,

ich habe das schon vor einiger Zeit bemerkt.

Die KYC-Prüfung habe ich erfolgreich bestanden.

Es handelt sich um keinen Gewinn. Mein Konto war damals eingeschränkt und ich konnte keine Wetten platzieren. Daher bitte ich um Rückerstattung.

Beste Grüße

Neustart

Thank you very much for your reply, Neustart. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear Neustart,

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,
Kristina
Casino.Guru

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

Could you please provide us with a brief update on the current situation? Has there been any news since your last message?

No, there was no news. I just forwarded you another email from back then.

My balance is still being withheld.

Nein, es gab keine Neuigkeiten. Ich habe Ihnen soeben nochmals eine Mail von damals weitergeleitet.

Mein Guthaben wird weiterhin einbehalten.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Neustart,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1xBet Casino representative to join this conversation and participate in resolving this complaint.

Dear 1xBet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello!

Dear Stefan,

We are still in the process of clarifying the details of this player’s account with our senior support team. We will return with an update as soon as we receive the necessary information.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your response.

Please keep us updated regarding the matter.

I'll be awaiting your reply.

Dear Neustart,

Could you please clarify which support email address you used when contacting our team regarding this matter? This information will help us identify your request in our system and investigate the situation in more detail.

Thank you for your cooperation.

Best regards,

1xBet Team

Dear Neustart,

Could you please inform the casino of the email address you used?

I'll be awaiting your reply.

Hello,

under [email protected] I contacted 1xbet.

Hallo,

unter [email protected] habe ich 1xbet kontaktiert.

Dear 1xBet Casino,

Could you please comment on the situation?

I'll be awaiting your reply.

Hello,

According to the information we received from our Security Department, this matter does not fall under their competence. To resolve your issue, we kindly ask you to contact our Support Team directly.

Please write to them from your registered email address at [email protected] or [email protected], describing the situation in detail and providing your account information. Thank you in advance!

Best regards,

1xBet Team

Hello,

I have just sent you from my registered mail to [email protected] I wrote to you, quoting my account number. I request a payout of the balance.

Best regards

Hallo,

ich habe Ihnen soeben von meiner registrierten Mail an [email protected] geschrieben unter Angabe meiner Account Nummer. Ich bitte um Auszahlung des Guthabens.

Beste Grüße

Dear Neustart,

Could you please contact the casino support one more time and try to find out why your account was restricted? Please inform us here once you receive the response from their side.

I'll be awaiting your reply.

Dear Stefan,

I have now verified my account again with my ID and have requested the payment of the remaining balance again by email to [email protected] applied for.

Lieber Stefan,

ich habe nun nochmals mein Konto mit meinem Ausweis verifiziert und die Auszahlung des Restguthabens nochmal per Mail an [email protected] beantragt.

Dear Stefan,

Today, I received written confirmation from the security department that I can withdraw my balance. However, I can't log into my account because two-factor authentication requires an SMS to my old mobile number. The security team isn't changing my mobile number because they want a screenshot from the app from my mobile provider. However, I can't take a screenshot in the app for security reasons. They don't accept the bill from my mobile provider...

Lieber Stefan,

heute wurde mir schriftlich von der Sicherheitsabteilung bestätigt, dass ich mein Guthaben abheben kann. Allerdings kann ich mich nicht in mein Konto einloggen, da durch die Zwei-Faktor-Authentifizierung eine SMS an meine alte Handynummer angefordert wird. Das Sicherheitsteam ändert meine Handynummer nicht, da Sie ein Screenshot aus der App von meinem Mobilfunkanbieter haben möchten. ich kann aber in der App keinen Screenshot aus Sicherheitsgründen erstellen. Die Rechnung von meinem Mobilfunkanbieter akzeptieren Sie nicht...

Dear Neustart,

You can't take a screenshot from the app, or you do not want to take it due to sensitive content? If you are unable to take a screenshot, you can take a photo with another device and provide it to the casino.

I'll be awaiting your reply.

Dear Neustart,

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 Stefan,

Exactly. I can't take a screenshot on my iPhone from the Vodafone app. I'll provide a photo of it to the casino.

Thanks for the tip.

Lieber Stefan,

genau. Ich kann kein Screenshot auf meinem iPhone aus der Vodafone-App tätigen. Ich werde ein Foto davon dem Casino zur Verfügung stellen.

Danke für den Tipp.

Dear Neustart,

Did you manage to provide the photo to the casino's support team?

I'll be awaiting your reply.

Dear Stefan,

I sent the photo to the support team today.

Lieber Stefan,

ich habe dem Support-Team das Foto heute gesendet.

Dear Neustart Team,

Thank you for your cooperation and for keeping us informed.

We would appreciate it if you could let us know once you receive a response from the casino.

We look forward to hearing from you.

Dear Neustart,

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.

I haven't received a response from the casino yet.

Ich habe noch keine Antwort vom Casino erhalten.

Dear 1xBet Casino,

I kindly request that this message be forwarded to the person responsible for handling this matter. The issue in question has remained unresolved for an extended period and requires your prompt attention.

I would appreciate it if you could address this at your earliest convenience, and I look forward to your response.

Dear Neustart,

Dear Stefan,

Thank you for updates.

We are checking the information and will get back with a response soon.

Appreciate your cooperation on this matter!

Best regards,

1xBet Team

Dear 1xBet Casino Team,

Thank you for your prompt response and for confirming that the matter is currently under review. We appreciate your continued attention and cooperation in resolving this issue.

Please keep us informed of any progress or updates as soon as they become available. Should you require any additional information or documentation from the player's side to assist with your investigation, do not hesitate to let us know.

I look forward to your follow-up.

Dear Neustart,

Dear Stefan,

We are still expecting the information from the appropriate department. We are doing our best to speedup the process. However, there are timeframes that we cannot change.

We kindly ask you to wait for our updates. As soon as there will be any sort of information - we will immediately update you here.

Sorry for the waiting and hope for your understanding!

Best regards,

1xBet Team

Dear 1xBet,

Thank you for your update and for clarifying the situation. We understand that certain internal timeframes cannot be accelerated.

We will extend the timer by an additional 7 days to allow sufficient time for your department to provide the necessary information. We’ll be awaiting your response and any updates you can share within this period.

Thank you for your cooperation.

Dear Neustart,

Thank you for reaching out.

After checking your account, we would like to inform you that it was not blocked due to geo-restrictions, but rather following a self-exclusion or responsible gaming request related to gambling dependency.

In this case, we kindly ask you to contact our specialized department directly at [email protected]

for further clarification or assistance regarding your account status.

Please also confirm whether you have already contacted this email address so we can better assist you.

Thank you for your understanding and cooperation.

Kind regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your response and for the information provided.

Could you please clarify why the player’s remaining balance of €116 was not paid out?

I look forward to your reply.

Dear Neustart,

Have you been able to contact [email protected]? They should be able to provide you with further information regarding the status of your account and the current situation.

Hello Stefan,

I have now of course sent another email to [email protected] I wrote. To date, I have not received a reply.

Hallo Stefan,

ich habe nun selbstverständlich auch nochmal eine Mail an [email protected] geschrieben. Bis Heute habe ich noch keine Antwort erhalten.

Dear Neustart,

We have got a reply that your case is under review and you should receive a reply from our Block Department. Please double check on your side.

In case of additional questions - feel free to write us.

Kind regards,

1xBet Team

Dear Neustart,

I hope this message finds you well.

May I kindly ask whether you have received any updates or information from the Block Department?

I look forward to your response.

Dear Neustart,

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.

Hi Stefan,

I haven't received a message.

Hallo Stefan,

Ich habe keine Nachricht erhalten.

Dear 1xBet Casino Team,

I kindly request that you ask the Block Department to resend their previous email and include me in the CC field.

Thank you for your assistance. I look forward to your response.

Dear Neustart,

Thank you for your update.

Could you please confirm whether you have not received any response at all from the Block Department since you contacted them?

If possible, kindly provide a screenshot of your sent email (showing the date, time, and recipient address) so that we can verify that your message was successfully delivered and assist you more efficiently.

Please also note that sending multiple duplicate emails to the same address may cause your request to be automatically returned to the end of the queue, which can significantly delay the response time. Therefore, we kindly recommend waiting for their reply rather than resending the message.

Thank you very much for your understanding and cooperation.

Kind regards,

1xBet Team

I sent the email on October 24, 2025. To this day, I have not received a reply.

Ich habe die Mail bereits am 24.10.2025 gesendet. Bis heute habe ich keine Antwort erhalten.

Dear Stefan,

I still haven't received a reply. Another week has passed now...

Lieber Stefan,

ich habe bis heute weiterhin keine Antwort erhalten. Es ist nun schon wieder eine Woche vergangen....

Dear 1xBet Casino,

It has been nearly a month since the player contacted your Block Department, and they have yet to receive a response. This delay is becoming unacceptable. We kindly request that you escalate this matter as soon as possible. Thank you very much in advance.

Good day,

I hereby confirm that I did not receive your email on October 24th.

The email address mentioned above is correct, and I would ask you to please resend your email to me.

Thank you!

Guten Tag,

hiermit betätige ich Ihnen, dass ich die Mail von Ihnen am 24. Oktober nicht erhalten habe.

Die oben genannte Mail Adresse ist korrekt und ich darf Sie bitten Ihre Mail erneut an mich zusenden.

Vielen Dank!

Hello Neustart,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 1xBet Casino,

Could you please resend the email so that the player can respond and attach the required documentation?

I look forward to your response.

Dear Neustart,

We have resent the email to you as requested. However, please note that certain domains, including @freenet.de, may block messages, which could prevent them from reaching you.

If you still do not receive a response from our Block Department, we kindly ask you to contact them directly using a @gmail.com address. Please include your Player ID and explain that you are not receiving emails at your registered address, along with a summary of your request.

This will help ensure that your case can be processed without further delay.

Kind regards,

1xBet Team

Dear 1xBet team,

I didn't receive this email either.

As described, I have now sent an email from my @gmail.com address to [email protected] I have written. I request immediate processing and payment.

Thank you.

Liebes 1xBet-Team,

auch diese Mail habe ich nicht erhalten.

Ich habe nun wie beschrieben von meiner @gmail.com Adresse eine Mail an [email protected] geschrieben. Ich bitte um umgehende Bearbeitung und Auszahlung.

Vielen Dank.

Dear Neustart,

Thank you for the update.

Since you have now contacted the casino’s Block Department using your @gmail.com address, please allow them some time to review your request and respond. Once you receive any update from the casino, kindly inform me so that I can continue assisting you with the case.

I look forward to your reply.

I have now received feedback and have sent the documents again in response to the email from the casino.

Ich habe nun Rückmeldung erhalten und nochmals die Dokumente als Antwort auf die Mail vom Casino gesendet.

Dear Neustart,

Do you have any news regarding the communication with the Block Department?

I look forward to your response.

Hi Stefan,

I received the following answer:

The number of the document you provided does not coincide with the document number you entered in your Personal Profile. Please send us a photo of the document you used to complete your Personal Profile.

We will be waiting for your response.

The ID I uploaded back then has since expired. Therefore, I sent my new ID by email.

Hallo Stefan,

ich habe folgende Antwort erhalten:

The number of the document you provided does not coincide with the document number you entered in your Personal Profile. Please send us a photo of the document you used to complete your Personal Profile.

We will be waiting for your response.

Der damals hochgeladene Ausweis ist zwischenzeitlich abgelaufen. Daher habe ich meinen neuen Ausweis per Mail gesendet.

Dear 1xBet Casino,

I hope this message finds you well.

Could you please confirm whether the Block Department has received the documentation and had the opportunity to review it?

I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Neustart,

While we wait for the casino's response, could you please let us know whether you have any news regarding the case?

I look forward to your response.

Hi Stefan,

I have now provided the newly required proof again.

To this day, I still haven't received any money.

Hallo Stefan,

ich habe nun erneut den neuen geforderten Nachweis erbracht.

Bis heute habe ich aber weiterhin kein Geld erhalten.

Dear Neustart,

Thank you for your response. Did you receive any response from the casino regarding the provided document?

We look forward to your response.

Dear Neustart,

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,
Stefan
Casino.Guru