1GoodBet Casino - Player’s struggling to complete KYC verification.

I have already sent my documents millions of times, everything that was requested of me and they do not finish verifying my account, they have me waiting for 48 hours in 48 hours

Dear felina224766,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take a few business days to collect and review all documents.

Which documents you have already provided? Do I understand correctly that you submitted documents only two days ago?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

it's a mockery they told me that they already accepted them then they always don't and they come up with a new excuse

I already sent everything, I already sent a photo of my ID to validate identity, photo holding it, proof of direct debit, bank account statement, I even sent my birth certificate and my curp

and it appears to me that everything has already been uploaded, they simply do not want me to withdraw that is why they do not verify me

Thank you very much felina224766 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, felina224766,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1GoodBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1GoodBet Casino Team,

Could you please state the reason why the player's account was not verified? What documents are problematic and what steps should the player follow for successful verification of his account?

Thank you in advance for providing the information.

Dear  felina224766,

We are sorry to hear you had a negative experience with the KYC process. We would be happy to complete your verification and payout your winnings. You were asked to upload your passport to your personal account at 1good.bet to complete the KYC process.

You have uploaded other ID document (which we cannot share publically due to GDPR ) that cannot be treated as passport or identification document according to our KYC policy and the Curacao licensing authority under the jurisdiction of which 1good.bet is operating, hence the verification process couldn't be completed.

In this regards we would like to ask you to do the following: Upload a copy of your national passport ( in good/clear quality please) in your personal account at 1good.bet and we will complete your verification process immediately.

Please feel free to reach out for additional support. We are here to help!

Kind regards,

1Good.bet support team

Not all Mexicans have a passport, I already sent my ID, my ife and my curp photos with everything up to my uploaded record I do not have a passport it is a document that not everyone has and in its own terms it does not say that only that is accepted

As I repeat, they only answer a pure pretext, they have sent me to first open an account to verify myself. If I already have one open so far, why would they most likely block it because they don't want to pay me, there is no other possibility, it's ridiculous

I have communicated thousands of times and they respond to every nonsense that is irrelevant

Dear felina224766,

We totally understand your concern. Our KYC terms are stating that:

"... the client is required to provide in a good quality a copy of one of the following documents:

- A valid passport with all necessary information

- Second ID (for example valid driver's license, optional)

- Valid Government Issued Identification Card..." (e.g Visa, Temporary or Permanent residence permit, Travel Document )

None of your documents were in correspondence with the required list of documents. The document which you have send issued from "secretaria de educacion publica mexico - Secretariat of Public Education" and cannot be treated as an internationally recognized ID to verify your identity.

We do not have any intention to block or close your account and will gladly pay out all your winnings. 1good.bet is a responsible and reputable casino brand, and in order for us to comply with the law, we are kindly asking you to provide us with a valid passport, driving license or Government Issued Identification Card to complete the KYC process.

Kind regards,

1good.bet support team

I don't live in the United States, I live in Mexico. The IDs I send are the ones that exist here. How am I going to send a passport or residence card if I don't live in the United States?

all the documents that I send are issued by the government of my country

I already sent the same photo of my ife, I already sent my curp, I even sent my birth certificate

Dear felina224766,

We are not asking you to provide any documents issued by the United States of America.

We are asking you to provide any valid internationally recognized document issued in Mexico:

- A valid passport with all necessary information

- Second ID (for example valid driver's license, optional)

- Valid Government Issued Identification Card..." (e.g Visa, Temporary or Permanent residence permit, Travel Document )

Document issued by "secretaria de educacion publica mexico - Secretariat of Public Education" cannot be treated as an internationally recognized ID to verify your identity.

Kind regards,

1good.bet support team

The documents you are requesting are documents that not everyone has, I do not have a driver's license, not everyone drives a car and not everyone has a visa or passport. The official documents that everyone has are the ones I already sent and they are all issued by the government. Send me birth certificate my unique population registration key and send an issued by the national electoral institute .. send my bank account statement send a screenshot of the photo of my electronic payment send a utility bill from the federal electricity commission and they do not want to verify me, they ask me for things that not all Mexicans have and those that are really proof of identification they do not accept

Dear felina2089,

1good.bet is operating under European License - Curacao Gambling License. It implies that all visitors of respective i-gaming websites must comply with the Terms and Conditions and AML/KYC policy governed by Curacao License.

In this regard, we suggest you check the official publically available document issued by Curacao Gambling Control Board regarding the requirements for casino operators when it comes to KYC process.

In short, a bank statement can be used to support your passport, a utility bill can support your passport, alternative ID can support your passport.

They cannot be used separately without a passport to complete the verification process. You will need an internationally recognized document in order to complete KYC process.

Kind regards,

1good.bet support team

lie all casinos accept the cedula and the ife I have not had any problems and other casinos have verified me with those documents only you because you do not want to pay .. no casino has given me so much trouble to verify me like this first they told me that everything was already I completely won and they started making excuses that they couldn't find the address first I had to enclose them in a red circle and then they couldn't find the name then they didn't accept ID... then they don't accept only a passport... all casinos accept those documents at Unless you are all wrong outlaws and you are the ones doing the right thing.

Dear felina2089,

Unfortunately, we cannot be responsible for the operation and KYC processes of other gambling establishments. There are rules we are obliged to follow.

We have no intention of not paying you your righteous winnings. On contrary, we are doing our best to assist you with the KYC process.

We highly recommend you to obtain a Mexican passport to complete the verification process.

Kind regards,

1good.bet support

I already read all the official document that I send and it says that any official document issued in the country of the official user is accepted, nowhere does it say that it is only the passport and it clearly says ANY official DOCUMENT issued in the country of residence... that is, what it is about to say that the secretary of public education in my country is not official, is the entity that regulates the entire education system in my country or the national electoral institute not an official document? In the document that he sent me, it says so. I think that the ones who should read it well are you.

Greetings all,

Thank you, 1GoodBet team, for your reply and for providing the explanation.

Dear felina,

I replied to your email a while ago and I am waiting for the data and information I need to check.

Please note that it is a common practice in most casinos that they require more than one document for verification, you provided the casino with only one, that meets the casino’s requirements as ID. On the other side, it is not a common situation that the player owns only one valid ID document.

Do you have any other official ID document with your address, photo, date of birth and other required information, please?

If you do not have any other valid document, issued by your country, I would recommend you to request issuing a passport in your country of residence. Usually, it takes 1-2 weeks. If you have $1600 in your casino account, it makes more sense to issue a new passport to pass the KYC verification in the casino than ask them to verify your account with only one ID document. The casino probably will not change its requirements and decision. If you have not breached any of the casino's terms and conditions, the whole verification process would be significantly moved forward after providing the casino with the required document.

yes i answered the email..

I replied to your emails, felina, a while ago.

We would like you to comment on my previous post above (21 Mar 2022 15:22).

We are looking forward to hearing from you.

Dear felina,

Is there any progress with your issue? I would like you to comment on my post from 21 Mar 2022, 15:22. I am extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, 1GoodBet Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru