1xBet Casino LAT - Player is struggling with verification due to device limitations.

Since September 15 I opened an account with 1xbet, I deposited and when I withdrew, I was asked for my documents. 

I sent my documentation, ID + PHOTO + BACKGROUND SCREEN as they asked me and they did NOT SOLVE ME because the reason says that it does not look good.

My problem and my complaint is the following, I HAVE BAD CELL PHONE, BAD CAMERA AND THEY WANT ME TO TAKE A PHOTO WITH LIGHT ON THE COMPUTER, WITH THE DOCUMENT THAT IS WHITE + MY FACE and that it looks in perfect conditions. 

don't you think there could be another way? a video, a phrase, or something? 

i just want my retirement, NOW. 

Dear rutechaide8,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-       Do not edit the image in any way

-       The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-       When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

If you encounter difficulties capturing the necessary images with your phone, consider seeking assistance from family members or friends who can assist you in obtaining higher-quality pictures.

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,

Petronela

Dear rutechaide8,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.