The player from Brazil requested a withdrawal but the casino asked for repeated document verification with different instructions each time, causing withdrawals to be denied. The player complied but is tired and frustrated with the process.
1xBet Casino LAT - Player’s withdrawal is delayed due to repeated document requests.
Amount: 900 R$
1xBet Casino LAT
Safety Index:Above averageSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
5d 15h 1m 40s
Case summary
yesterday
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1 week ago
Translation
Hello. I made a withdrawal request of R$900 on 17/04/2024. A few minutes later, the request was denied, with a warning that I should send an email with my documents to the security team.
So, I contacted support and they told me I should send an email to this address (security-en@1xbet-team.com) with a clear photo of my document.
I promptly complied with the request and sent the photo. Afterward, they responded asking for another photo from a different angle and with the document on a different background. Once again, I complied with the request, and took another photo, from another angle and background, taking great care to ensure all the information on the document was visible and legible.
However, they again requested a photo of better quality. I complied with the request and sent a new photo.
To my surprise, they responded with the same request. Asking for a new photo, on a different background, from a different angle.
I am tired of this kind of request. I have sent the photo of the document 3 times, and in all of them, it is clearly possible to see all the details of the document.
Automatic translation:
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1 week ago
Dear andre33,
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 and it might take a few working days to complete this thorough process.
Could you please confirm if any of your identity documents have been approved by the casino?
Additionally, could you verify if the photo of your ID meets the casino's requirements regarding picture quality? Have you made sure that your ID is not cropped and that the text is clearly visible and easily readable?
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
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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1 week ago
Translation
Hello Veronica
I fully understand the importance of the KYC process. However, the security team's repeated requests are completely unfounded, as all 3 photos of the document I sent are of very high quality and in all of them the document information is visible and legible, without any cropping in the image.
Even so, none of the 3 photos were accepted by them.
Another important point is the fact that on another occasion I had already managed to make a withdrawal, without any problems on their part. And you see, the fate of this last withdrawal that I tried to make on 04/17/2024 (and which was denied) is exactly the same as the first withdrawal; no bank account information has been changed. Why was this KYC process not requested at the first opportunity and has it been requested now? It doesn't make sense for them to request all this documentation now when they had already approved a withdrawal on another occasion.
I am extremely frustrated and suspicious of the company's seriousness.
Edited
Automatic translation:
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1 week ago
Please send me the documents that were rejected by the casino due to low-resolution quality. While I understand your frustration with repeated verification requests, please keep in mind that the casino reserves the right to request additional identity documents from players if needed.
Additionally, could you please update me if any of your documents have been approved since our last contact?
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1 week ago
Translation
Hello Veronica. Two days after first sending the photo, I sent a message again questioning the security department and, to my complete surprise, they accepted the request for an identity document (I didn't need to send it again), even though they had previously denied it. document.
They then asked for a selfie with identification in hand and with the computer screen visible. It was the same story, "the photo is not good", "the photo is cropped", "send another photo", ...
They ended up accepting the document after a few attempts (04/19) and said that the security department would analyze the documents and get back to me. I asked about the deadline for analysis and was told it would be within 72 hours.
On 04/22, they sent another message requesting public service bills. Again it was the same difficulty for them to accept it. I asked about the deadline for analysis and they didn't give me a specific deadline, they just asked me to wait and they would notify me by email.
In short:
- Documentation accepted so far (after countless attempts);
- I am waiting for the numerous analyzes from the security department (without any deadline for completion);
- I no longer have any confidence in keeping my money on the platform nor any desire to play any more on the platform, as this entire process is completely frustrating and exhausting. This entire process will take 1 week, as I had already made withdrawals before without any need for this.
Thank you for your willingness so far. I would like 1xbet to be more agile in checking.
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2 days ago
Translation
Hello Veronika. They asked me for more documents.
Summarizing the verification process so far:
17/04 09:45 PM - 1xBet requested identification document;
04/17 09:49 PM - Identification document sent (1) - denied;
04/17 09:54 PM - Identification document sent (2) - denied;
04/17 10:24 PM - Identification document sent (3) - denied;
19/04 02:34 PM - 1xBet requested a selfie holding the identification document and the computer screen appearing showing the message sent by the security department;
04/19 02:50 PM - Selfie forwarded (1) - denied;
04/19 02:52 PM - Selfie forwarded (2) - denied;
04/19 03:41 PM - Selfie forwarded (3) - accepted;
04/22 00:58 AM - 1xBet requested service accounts;
04/22 01:07 AM - Account forwarded (1) - denied;
04/22 01:19 AM - Account forwarded (2) - accepted;
04/24 10:17 PM - 1xBet requested identity card;
04/24 10:43 PM - Identity card sent - accepted;
04/27 09:51 PM - 1xBet requested selfie holding a piece of paper with the date and a code written on it;
04/28 08:19 PM - Selfie sent - accepted;
Please note that at no time am I refusing to carry out the KYC process, always complying with all the casino's requests. However, the verification process is already lasting more than 10 days!!!
I would like to know if it is possible that a 1xBet representative could participate in this complaint to speed up this entire process. Wouldn't it be easier for them to ask me for all the documents they need to complete the KYC process at once? Instead of asking for a document, making me wait 2 to 3 days, and then asking me for another document.
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yesterday
Do I understand correctly that currently, the only document that the casino hasn't approved is your "identification document"? Could you please specify what document it is (an ID, passport, or something else)? Have you provided a new copy of this document to the casino since 17 April, when it was denied?
Casino Guru is examining the case
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