I am a 1xBet customer since 2020. Account number: 221032239. Name: (personal detail removed). Country: Angola. Phone: (number removed).
Since end of March 2026 I have been completely unable to make any withdrawals — no payment methods available in my account.
WHAT HAPPENED:
I contacted support on April 6, 2026. Agent Facundo informed me that multiple accounts were detected under my name and requested identity documents to proceed with account unification.
I provided:
- Full ID document (front and back) in JPG format
- Phone number proof via screenshot of Unitel KWiK mobile app
Regarding the second account (222***63): this was created between 2016 and 2019 while I was living in Russia. The associated phone number (9176****31) was a Russian number, deactivated when I returned to Angola. I have no access to that account and cannot provide documents — it has been inactive for over 6 years.
Despite explaining this multiple times in writing, support continues to send the exact same automated response requesting documents from the old Russian account — which is materially impossible to provide.
TIMELINE:
- April 6: First contact, agent Facundo requests documents
- April 6-14: Multiple emails sent, no substantive response
- April 15: Sent full ID documents as requested
- April 21: Used live chat — agent closed chat without resolving
- April 21 onwards: Support continues sending same automated loop response
This case has been open for 19 days. I have contacted support more than 15 times via email (
[email protected] and
[email protected]). Agents involved: Facundo, Anabel Costa, António, Sérgio.
I have all email correspondence saved as evidence.
I am requesting immediate access to my funds in my verified and active account 221032239.
