The player from El Salvador had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings had not been received yet. The player had indicated that the only issue was with the account statement, with all other aspects having been verified already. The Complaints Team had extended the response timer by 7 days, but the player did not respond within the given time frame. As a result, we were unable to investigate further and had to reject the complaint.
1xBet Casino LAT - Player’s withdrawal has been delayed.
Amount: $1,000
1xBet Casino LAT
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good afternoon, I have been trying to withdraw my winnings. They asked me for identity documents, and the bank statement to verify the card I used for deposits. I have sent them all the required original documents from both my identification and bank, complete with seal and signature, just as they requested. Despite sending them exactly what they asked for, they are refusing to accept my bank statement.
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Public
Public
1 year ago
Dear Sergio9,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
1 year ago
Translation
Well, I think the only problem they have is the account statement because from there everything else is already verified.
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