1xBet Casino LAT - Player's withdrawal is blocked due to unfulfilled verification requirements.

Hello! I started playing at 1xbet and after about a month, they blocked my withdrawals. They asked me for a photo of my ID, a selfie with my ID in hand, and showing emails that their security team sent me - so far, so good. They told me they would verify and contact me. After 3 days, they asked for a public utility bill in my name, which I do not have (I live with my family and the utilities are in their names). They are no longer giving me any possible option to withdraw my money and I hope you can help me.

Dear mercaudanel5,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the KYC Policy of 1xBet Casino and this is what I found regarding the verification of your residential address:

The Company has a list of documents which must be provided by the Customer for the purpose of identity verification, namely: using a valid official identification document which includes a photograph of the holder: driving license; identity card; travel-document or passport; any other document designated by the Ministry of Finance of Curacao. Upon the request of the Company the verification of the residential address may be carried out based on the following documents: valid official identity document; recent utility bill; recent account statement or reference letter issued by a credit institution/financial institution; correspondence from a central or local government authority, department or agency; any other documents issued by independent agency. The verification process also involves mandatory confirmation of the Customer’s phone number. The Company reserves the right to request additional documentation if it deems necessary upon times in order to complete their AML checks and compliance standards

Do you have access to any of the documents I underlined for you? Have you discussed your situation with customer support? What was their advise?

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

I try to explain to them that I don't have a service in my name and they don't give me the option to do anything. As if that were mandatory. You could easily provide, for example, a bank account summary.

Before we proceed with the investigation, could you please forward me all the communication between you and the casino customer support that could be relevant to your case? My email address is veronika.l@casino.guru. Thank you.

Hello Veronica! I already sent you by email all the documentation and I will also leave it here too.

From the screenshots you provided us with here, it seems that the casino requested a utility bill from your home address regardless of the name of the person paying for it. Have you sent them this document?

Dear mercaudanel5,

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.

Hello Veronika, I have not sent you that document yet since I have problems with my address and my ID, I am going to put everything in order and send it to you. Thanks for the help provided

Could you please specify what problems you have? Does the address in your documents does not match the address you entered in your casino profile?

They are asking me for a tax return for my home... which I have two problems:

1- it is not in my name.

2- the address where I am now (renting) is not the same one that appears on my ID (since when I made my ID I was renting at the other address)

Therefore, I am going to update my ID and I am going to put a public service in my name, to have everything in order.

I am not sure this is how verification works. You should not change your documents later on to match the information you submitted to your casino profile. Moreover, I have not received any evidence from you in my email. You forgot to add attachments. Please forward me all the communication between you and the casino that would be relevant to our investigation. My email address is veronika.l@casino.guru. Thank you.

Dear mercaudanel5,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.