1xBet Casino LAT - Player’s withdrawal is delayed due to verification issues.

La página de apuestas 1xbet me está pidiendo nuevamente (igual que el año pasado) verificar mi cuenta.

Le envié todo lo que pude exportar del banco y ahora me están pidiendo un estado de cuenta asociado a mi número de teléfono. Imagino que se puede referir a mi cuenta de Astropay. El problema es que el soporte de Astropay me indica que no es banco y no puede emitir ningún tipo de estado de cuenta.

El correo de seguridad de 1xbet me responde "Without providing the requested files, any further actions are impossible. All further messages from you will be ignored."

No sé que hacer, tengo cerca de 2600 dólares sin poder retirar.

Dear Javier91azul, 

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 advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Could the "statement linked to my phone number" refer to a phone bill? Why do you believe it is related to your Astropay account?

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, 

Veronika

Dear Javier91azul,

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.

We’ve reopened this complaint at the request of Javier91azul. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

Hello dear, I want to apologize for not answering sooner, due to work I was out of my city.

I managed to get 1xbet to verify the deposits to Astropay by sending my account statements. However, I was only able to export the last movements of June at the end of July (due to the billing cycle of my card).

I have already sent 2 times the photo of my ID card with the computer in the background, I sent all my card movements from May to date which is what they asked me for and it has been 8 days since I sent the last thing they asked me for.

How much longer can they take to verify my documents, do they have a maximum time limit? Last year they took 32 days since I sent them the last statement and now I urgently need to withdraw some of my money.

Thank you for the information. Could you please confirm if the casino approved the photo of your ID card with the computer in the background? Have you been asked to submit any additional documents?

The duration of the verification process depends on several factors: it may be delayed by the large volume of documents from other customers or by the unsatisfactory quality of the documents you provide.

Estimada, efectivamente el casino aceptó la foto con el ordenador de fondo.

Respecto a los documentos, me pidió estados de cuenta de mi cuenta corriente (los envié hace 36 días) y de mi tarjeta de crédito. Respecto a esta última la envié hace 9 días y no la pude enviar antes por el ciclo de facturación de mi banco.

Cada vez que pregunto me responden el mensaje automático de que debo esperar respuesta, pienso que al menos deberían dar un plazo.

Thank you very much, Javier91azul, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Javier91azul,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1xBet Casino LAT, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please, specify if you now have all the necessary documents from the player to finish verification. Can you specify a time frame for this?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Muchas gracias Natalia. Ayer volví a consultar por correo y me respondieron lo mismo:

"Your data is under verification, please wait for notification to your e-mail from the Security Department."

Ya son 10 días desde que envié el último documento con el que se verifica hasta la última transacción de junio que me solicitaron.

Respecto al número de la solicitud, partí respondiendo el mismo correo del año pasado y es número #40060501

Hello!

Dear Javier91azul,

For more information on verification, please provide us with your gaming account number(ID). We'll check the information and back to you with the answer.

Best regards,

The 1xBet Team

Thank you, Javier91azul.

Dear 1xBet Casino LAT, please, check the ID number the player provided.

Dear  Javier91azul,

The latest documents sent by you have been accepted and are under verification by the payment system to confirm their authenticity. Unfortunately, we cannot fully influence the speed of their verification process, so we cannot provide an exact timeframe for when their response will be received. As soon as the payments are verified and the security service receives a response, they will contact you via email.

Thank you for your cooperation and patience.

Best regards,

The 1xBet Team

Estimados, ya pasaron 45 días desde que envié la foto con el computador, la cédula de identidad, los estados de cuenta de mayo y junio. Ya son 16 días desde que envié este último estado de cuenta de los últimos movimientos de junio y julio que me pidieron, que es exactamente del mismo banco y la misma cuenta que revisaron el año pasado.

¿Cómo ustedes pueden tardarse tanto tiempo en revisar? ¿Cómo ustedes no van a poder darle un plazo a sus clientes?

Hola. Ya son 18 días esperando.

Consulté al correo de seguridad del casino y me respondieron lo mismo de siempre:

"Please wait for notification to your e-mail from the Security Department."

Dear 1xBet Casino LAT, let us know if you have any updates.

Hola estimados, ya casi es 1 mes que se han demorado en revisar mis documentos.

Me parece una vergüenza, es lógico que exijan documentos para verificar las identidades pero demorarse 1 mes en revisarlos es un falta de respeto.

Dear Javier91azul,

We are very sorry, but unfortunately, the status remains unchanged. The security department is still waiting for a response from the payment system with the results of their investigation. Unfortunately, since the speed at this stage depends not only on us but also on the payment system, we cannot provide exact timeframes. However, we assure you that the security department is constantly monitoring the status, and as soon as the results are received, you will be notified via email.

Best regards,

The 1xBet Team

Hello Javier91azul,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 1xBet Casino LAT, please let us know if there has been any progress since your last reply. Are you still verifying the player's documents?

Ya son 34 días esperando la verificación. Quisiera consultar a Casino Guru si es que las otras páginas de apuestas tienen un servicio tan deficiente como 1xbet o no.

Gracias.

Dear Javier91azul,

We are pleased to inform you that our Security Department has finally received a response from the payment system today, and you will be contacted via your email correspondence shortly.

Thank you for your patience.

Best regards,

The 1xBet Team

Dear Javier91azul, could you please update me? Did the casino contact you? Was your account verified?

Hola estimados. Efectivamente por fin el casino volvió a activar mi cuenta.

Es lamentable que al igual que el año pasado se tomaron más de 1 mes para revisar los documentos, ojalá en el futuro fuera más eficiente.

Thank you for the updates, Javier91azul. Have you managed to request a withdrawal already?

Please, specify if we can consider your issue to be resolved or if you need any further assistance?

Dear Javier91azul,

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.

Estimados, ya pude realizar retiros correctamente.

Muchas gracias por vuestra gestión.

Dear Javier91azul,

I'm glad to hear that you finally received your withdrawal. We'll go ahead and mark the complaint as 'resolved' in our system. Thank you very much for your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia  

Casino.Guru