1Bet Casino - Player’s account has been restricted.

Hello, I made two deposits of €65 on 1Bet. I played with that money a bit in the Casino and used the rest for sports betting, and I managed to reach approximately €550.

I wanted to withdraw €65, they asked for my national ID, a utility bill in my name with the address, and then a selfie with my ID.

I sent all this because I AM the account owner.

They replied with this: Dear Nilsu,

We are reaching out to inform you that your account is under review and access to it has been restricted.

Due to this reason, your current withdrawal request has been rejected.

Once we have an update, we will reach out to you again.

Kind regards,

Mary | KYC Team

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This happened on Monday 24/06/2024 at 9 am. Since then, they haven't responded to my emails. I can't access my account... Nothing at all. They have robbed and scammed me.

Please, I need you to resolve this... €550 is a lot of money for me…

Thank you very much.

Dear Jlyons94,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that your account has been temporarily suspended until your verification is complete?

Could you please advise when exactly you sent your documents for verification? Have you provided all the required documents as soon as possible and in the correct format? Have any of your documents been approved?

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

Best regards, 

Veronika

Hello, all my documents were sent a week or so ago. I don't know if they are approved or not, but I sent everything they asked me for and they are valid... As soon as I sent them the last document, they restricted access to my account and canceled my withdrawal request.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Has the casino informed you yet if your documents were approved and verified? When was the last time you communicated with customer support?

They have allowed me to access and request the withdrawal and I am waiting for them to approve it

Thank you for the information. Could you please specify what the current status of your withdrawal request is? Has it been approved by the casino yet?

I already have the money, thank you. Close.

Dear Jlyons94,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards

Veronika

Casino.Guru