1xBet Casino LAT - Player experiences verification delays and a lack of communication.

Hello, my account was frozen when I attempted to make a withdrawal on 03/24/24. I submitted all the requested documentation and received the following message: "Dear customer, thank you for providing the requested data. Your data is under verification, please wait for notification to your e-mail from the Security Department." on 03/24/17.

Since then, I have been waiting and all I receive is the repeated automated message without any justification as to why they are preventing me from withdrawing my money. It's been over 12 days now, I've been persistently reaching out through both emails and live chat, but I haven't received any response. In the live chat, they keep telling me to await an email from the Security Department, but all I get from the Security Department is the same automated message, without any resolution. That's why I am reaching out here for your help.

Dear natoycucho123,

Thank you for submitting your complaint. I'm sorry to hear about your problem. To better understand your situation, I have a few questions for you:

- Is the casino only investigating your identity documentation, or are they also looking into your betting history?

- Can you please specify which types of games you played? Did you play slots, live casino games, or only participate in sports betting?

- Did you accumulate your winnings with or without an active bonus?

- When did you send your last document to the casino for verification? Do you know if any of your identity documents have been approved yet?

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

Best regards

Veronika

Good morning, thank you very much for reading my complaint, I answer what was asked.

- Is the casino only investigating your ID documentation or is it also investigating your betting history?

A.- They don't tell me anything in this process, my funds were frozen on March 9, they asked me for all kinds of documentation identifying my bank account and they asked me if I was related to x person, I answered everything and presented everything, that process took until March 17. March. From there they only repeat an automated message with no response.

- Can you specify what types of games you played? Did you play slots, live casino games or just participate in sports betting?

A.- I only played sports bets

- Did you accumulate your winnings with or without active bonus?

A.- I did not use any bonus the entire time I placed my bets

- When did you send your last document to the casino for verification? Do you know if any of your identity documents have already been approved?

A.- The last requirement they asked me for was on March 17, I sent it, which was a selfie with my documentation with my email on my all-in-one computer. I sent that and this was his last response.

From there they do not stop answering when I send them an email, with an automated response that waits for the email

Thank you for the update.

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards,

Veronika