The player from Chile experienced repeated account verification requests from 1xbet despite having played there for months and previously making successful withdrawals. The player provided numerous documents and complied with all requests, but continued to receive a response to wait. We got in touch with the casino and its representative confirmed the documents were under a review. Later, the player informed us that they were allowed to make withdrawals but when we asked to confirm receiveng winnings, the player didn't respond. Without confirmation from the player we were forced to reject the complaint.
1xBet Casino LAT - Player experiences repeated account verification and withdrawal delay.
Amount: $742,000 CLP
1xBet Casino LAT
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello dears. I have been playing at 1xbet for months and I have always made withdrawals to the same account. Since June 21, 1xbet canceled my withdrawals because according to them I had to verify my account. From that day on they asked me for photos of my identity card, my credit card, they made me take lots of selfies with the computer and my ID next to it, deposit money through Astropay, send them a bank account statement and I already did all that. Every time I ask them by email I get an automatic message that I have to wait and I think that too much time has passed.
Please your help to verify my account and be able to make money withdrawals. All my cards and accounts are in my name.
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1 year ago
Dear Javier91azul,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
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
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1 year ago
Translation
Dear all, these are the dates I sent the documents:
*Identity card 06-21-2023 (jpg format)
*Credit card 06-21-2023 (jpg format)
*Selfie with identity card 06-21-2023 (jpg format)
*Transfer by Astropay 06-23-2023 (jpg format)
*Again they ask me for an identity card 06-23-2023 (jpg format)
*They ask me for a June account statement in PDF, the bank does not allow me to export it in PDF yet, I send a PDF of the May bill where I also made transfers to 1XBET 06-23-2023 (PDF format)
*Sending transfer bill of June 01-07-2023 (PDF format)
We are already on July 7th and every time I ask by email, I get an automatic message that I should wait.
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1 year ago
Thank you for your response. Have any of the documents you listed been approved by the casino?
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1 year ago
Translation
I imagine everyone. When they asked me for each file, they answered me immediately if it was not correct and I had to send it again as they requested and after that they asked me for the next one.
I had the problem when they asked me for the June account statement, because the bank would not let me download the June statement in PDF until the whole month had passed and they did not accept a screenshot. That is why I sent the May bill on June 23, since I have been making deposits for months with my account (I don't understand why they are now questioning my funds) and on July 1 I sent them the June bill when I was able to download it.
We are already on July 12, I sent them an email again and they automatically answered me again that I should wait. The question is how long it will take.
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1 year ago
Do I understand correctly that the only document that has not yet been approved by the casino is your June bank statement? Have you received any new information about this document from the casino?
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1 year ago
Translation
Hello.
On June 23 they asked me this: "Dear user, we ask you to provide us with such bank statement so we can identify following transaction:
21.06.2023 600000 CLP
06.15.2023 30000 CLP
10.06.2023 1000000 CLP"
They are transactions that I made in June and the bank let me export it in PDF only on July 1, the same day that I sent it to 1xbet.
It's been 16 days now and every time I ask I get this answer: "Results of your data verification will be sent to your e-mail address."
The time it took them to give me an answer seems excessive.
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1 year ago
Thank you very much, Javier91azul, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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 in the near future.
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1 year ago
Hi Javier91azul,
I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear 1xBet Casino LAT, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you received all the required documents from the player? When the player can await you to finish the review of their account?
I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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1 year ago
Dear Everyone,
At the moment, the user's documents have been received and are being reviewed by the payment department. As soon as there's new information, the player will be notified immediatelly
Best regards,
The 1xBet Team
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1 year ago
Translation
Dear all, it has been more than 1 month since I sent my personal documents.
The last thing was my bank statement, which I sent 25 days ago. For 1 month they have withheld my money, which is currently a little over a thousand dollars.
Could you even give me a deadline? Is it too much to ask for a serious bookmaker?
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1 year ago
Thank you for the reply, 1xBet Team. However, I still have the same question as the player - can you please tell us when approximately the checks may be completed since it's been almost a month already? Thank you.
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1 year ago
Dear Natalia,
The verification process can end only after the user follows the instructions provided to his account, which they are yet to do as of now
Best regards,
The 1xBet Team
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1 year ago
Translation
Can you explain to me what you are talking about? It's been more than 1 year since I sent everything they asked me for.
I ask them by email every day and they answer me this: "Dear customer, unfortunately it took additional time to process the data on your request. Results of your data verification will be sent to your e-mail address. We apologize for any inconveniences and appreciate your cooperation."
I sent everything on the following dates:
*Identity card 06-21-2023 (jpg format)
*Credit card 06-21-2023 (jpg format)
*Selfie with identity card 06-21-2023 (jpg format)
*Transfer by Astropay 06-23-2023 (jpg format)
*Again they ask me for an identity card 06-23-2023 (jpg format)
*They ask me for a June account statement in PDF, the bank does not allow me to export it in PDF yet, I send a PDF of the May bill where I also made transfers to 1XBET 06-23-2023 (PDF format)
*Sending transfer bill of June 01-07-2023 (PDF format)
Please tell me what else I should do, so far I have not received any other email with instructions.
I asked again 20 minutes ago and they answered me this: "Dear customer, all requests are processed in turn. We apologize for any inconveniences and kindly ask you to wait for notification to your e-mail."
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1 year ago
Dear Javier91azul, could you please transfer all the relevant communication between you and the casino to my email address natalia.b@casino.guru?
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1 year ago
Translation
Dear, finally today they finally allowed me to make money withdrawals.
Many thanks for everything.
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1 year ago
Dear Javier91azul, I'm glad that your withdrawal was processed! Have you already received the funds?
Can we close your complaint as resolved?
