1xBet Casino LAT - Player's withdrawal is delayed due to document request.

I deposited 80 USD and placed bets as the casino stipulated that you have to bet the entire deposit amount before withdrawal. Now after making my bet and winning, the casino won't give me my 80 USD winnings. They are asking for documentation, but when I contact the support team, I receive no response. They've essentially stolen my money. I didn't use any bonuses; this is my money and I simply want to withdraw it. That's all.

Dear nordmigue2022,

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

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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

Yesterday I contacted them, they asked me for a photo of my ID, I sent it to them and they did not accept it. They use the excuse that the photo is not the size of the cell phone screen, I send them another image and they tell me that it weighs more than 1mb when it weighs 70kb, I send them another image and they tell me the same thing over and over again. The images are clear, they weigh less than 1kb and they are full screen taken with my camera, they still reject it, they make excuses for not verifying me and paying me my money.

I'm still waiting for a solution from 1xbet and for now they haven't asked me anything, nor do they respond to the live chat. I try to verify the account with the requested documents but I don't have any response from 1xbet. They take me for a fool and don't respond to the live chat, in addition to the stolen 80 USD.

I already submitted the requested documents, they won't let me modify my account information, I have been trying to access my account for 3 days, yesterday I was able to access it and I found out that someone had used my account and entered data that is not mine. I already sent the request to modify my data, I also already sent the requested photos and I still have not received any response from the 1xbet security department and I have not received any responses from the support either. I'm still waiting for them to respond and give me a solution, I already sent yesterday the data that does correspond to me. I requested to change my account information since the person who accessed and entered their information also had access to my email and several applications on my mobile device. I am waiting for them to respond and tell me if the data I sent is correct or if I should send other data in addition to those requested. They still haven't responded to me. I remain available and await your response.

They asked me for my personal data to be able to change the profile data, since I cannot verify my account since the data that is registered is incorrect. Another person entered their data by accessing my account through inappropriate means. My account had been stolen, I want to change the data but support refuses. They had asked me for a selfie photo with my ID and my device in my hand showing my Gmail account, they did not respond to me, I contacted support and they told me that I should send photos of my ID with the data that appears in the profile, I already told them I had requested the change and I had sent them what they requested to change my profile data, but now they are oblivious and ask me again for photos of the ID that corresponds with the incorrect data entered by the person who had stolen my account . I need help, I just want to get my money back but 1xbet doesn't want to change my details so I can verify my account. I do not know what else to do. They always respond the same and don't help me. First they tell me that if they are going to change my profile information, I send them the information and now they don't change it and they ask me for ID photos that I don't have.

Because they don't approve my messages, I'm still waiting for 1xbet to respond to the data I sent them and still nothing

Thank you, nordmigue2022, for providing clarification. Just to recap, you opened your casino account and subsequently discovered that someone had manipulated your personal information. This unauthorized access extended beyond your casino account and encompassed other mobile applications and your email account, is that accurate? Please understand that modifying registered information in your casino account can be quite challenging, and, with all due respect, this situation appears somewhat improbable. Are you confident that you initially entered the correct personal information when creating your casino account? Could you please specify the discrepancies in your personal details you're currently experiencing? Have you received any specific details regarding this matter from the casino?

Hello, yes they have accessed not only my 1xbet account, they have accessed my personal email and other mobile applications. Only the telephone number information is the correct one that you enter at the time of registration. The rest are not my personal data. The drposits are done by myself. I did not enter the other data, it was entered by the person who attacked my account and other data from my phone. I requested to change my data and they do not want to help me change it to verify my account.

The casino did not give me any details, they asked me for photos with my ID in hand and the mobile device where it could be seen that I am communicating with them, I sent them the photo, they asked me for photos of my binance account with which I deposited, they I sent and after that they didn't respond to me again. I wrote to them again and they told me to send them the documents associated with my profile and they did not change the profile data, that is, they asked me for the documents of the person who hacked my account and device. 1xbet goes around and does not solve any problem, it does not have policies for cases like this (they steal your account access data and do what they want) they wash their hands saying that it is the user's fault, when I was not at fault since I didn't give access to anyone. I did not share any email, username or password for my account. Now according to 1xbet I am to blame for the fact that a malicious person has hacked my device and with it all my accounts and applications.

Regrettably, we do not handle matters related to cybercrimes. If your possessions have been stolen and subsequently misused, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

The jurisdiction does fall on the casino, since it has user protection policies, fund protection, if it does not have any user protection and no protection against cybercrimes then 1xbet is not safe and you are giving it a rating of 6.5 when you should not Give it not even a rating since it does not provide security and protection to the user. I have seen that several casinos have this type of protection and 1xbet does not have it or has it and does not want to return my money. The money that is in my account is mine, I just want them to let me withdraw my money, otherwise 1xbet would be a scam and not a betting house.

It's essential to understand that if someone has accessed your casino account, it indicates a compromise in your login credentials. Regrettably, maintaining the security of your login is the player's responsibility, not the casino's.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.