A player from Bolivia has been waiting for account verification for 20 days to process a withdrawal. The required documents were provided, but despite contacting live support daily, the issue hasn't been resolved.
1xBet Casino LAT - Player's withdrawal delayed due to lengthy account verification.
Amount: 1,506 $b
1xBet Casino LAT
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
I attempted to make a withdrawal, and the casino asked me to verify my documents. I sent what they requested: ID, payment receipt, and my photos, which they received on March 26th of this year. They responded and told me they will verify my documents, and I patiently waited for a response.
From March 26th to today, which has been 20 days, my account has not been verified.
I write to live support daily, but they merely tell me to wait.
My money is being withheld until they verify it for me.
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7 months ago
Dear sergiovd00,
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 take KYC lightly.
- Were any of the documents you provided accepted?
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share your recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
- Yes, all my documents were accepted on March 26, and they confirmed receipt of my identity card, my photo holding the card and cell phone with the casino email, pdf of the casino extract
- If I made 5 withdrawals, then I wanted to make a withdrawal and they won't let me until I verify
- never use or activate any bonus
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7 months ago
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in point 1. "PDF of my bank statement through which I made the deposits"
Edited
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7 months ago
Translation
They answered me
The bookmaker reserves the right to refuse to accept a bet or deposit from any individual without giving a reason. You can create a withdrawal request to receive the funds remaining in your account.
What about my verification?🙁
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7 months ago
Translation
I update
They informed me that they verified
they let me withdraw the money
but now I will not be able to deposit or bet
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6 months ago
I am glad to hear the casino verified your account and allowed you to withdraw money.
We believe casinos can close players' accounts for any reason at any time as long as they don't withhold players' funds.
We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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6 months ago
Translation
If you have retired, thank you very much for the help.
It's just very bad for the casino that first they don't let me withdraw or verify for so long, and after doing so they close my account
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6 months ago
Dear sergiovd00,
Thanks for the confirmation. 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,
Tomas
Casino.Guru
