The player from Argentina, who had been betting regularly for several months, was unable to withdraw winnings from a recent bonus. Despite providing all requested verification documents, the casino did not respond. The casino later confirmed that the account was verified and a partial withdrawal was processed. However, the player disputed this, claiming improper retention of funds and account closure under false pretences. The complaint was ultimately rejected due to the player's lack of response to further inquiries.
1xBet Casino LAT - Player's withdrawals are delayed due to verification issues.
Amount: $191,305 ARS
1xBet Casino LAT
Safety Index:Below averageSafety Index
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6.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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7 months ago
Translation
For several months now, I've been placing bets as usual, being able to deposit and withdraw money freely. I received a Friday bonus, which I wagered and won. But since winning, it has not allowed me to withdraw MY money. It asks for account verification and I send all the requested information, but they don't respond. Meanwhile, I cannot withdraw my money.
Automatic translation:
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7 months ago
Dear Anapc,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise when exactly you made the last successful withdrawal?
- Do I understand correctly that the casino hasn't verified the documents you sent?
- Which documents have you provided and when exactly?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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7 months ago
Translation
The last successful withdrawal was on May 10, 2024. I sent the required documentation and not only did they not verify me, but the security sector did not even respond to me. Provide identification document from both sides, photo of deposit from astropay to 1xbet, and account movements where you can see all the deposits you make in my week
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7 months ago
Thank you very much for your reply, Anapc. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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7 months ago
Thank you very much, Anapc, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 months ago
Hello, Anapc,
I am sorry to hear about your trouble. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear 1xBet Casino (LAT) team,
Could you please explain the player's situation in more detail? What could he do to expedite KYC and/or withdraw disputed funds?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate it with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
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6 months ago
Hello,
The account verification is complete. The final response from the security service has been sent to the player via email, and the deposit amount has been successfully withdrawn by the player.
Best regards,
The 1xBet Team
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6 months ago
Thank you very much for the update, The 1xBet Team!
Dear Anapc,
Can you confirm your issue has been successfully resolved? Can I consider the matter sorted out and close the case, or is there anything else I can help you with? Alternatively, could you provide us with an update?
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6 months ago
Translation
The argument presented lacks veracity, since only 8,000 Argentine pesos have been restored, in contrast to the initial deposit of 85,000 Argentine pesos that WERE NOT LOST AND WHICH WERE IN MY ACCOUNT. A lack of transparency in the procedure is evident, evidencing an improper retention of funds. The closure of my account was carried out under the unfounded pretext of having multiple accounts, even though I was only using one. In the distant past, I was faced with difficulties accessing my original account, which led me to create a new account. By virtue of this, I formally requested a LONG TIME BEFORE, via email, the deletion of the pre-existing account, providing documentary evidence with detailed dates and times. Unfortunately, this evidence has been dismissed without due scrutiny or consideration.
Automatic translation:
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6 months ago
Dear Anapc,
Thank you for the clarification.
Can you please provide me with the following:
- The last email communication where they informed you about multiple accounts (screenshot of the complete email body with all the necessary details)
- How much was your last deposit made to the casino?
- All the relevant email communication regarding your previous account and the request for its closure, as well as the attempts to solve your issue with that account
- Confirmation from the casino that you were allowed to create and use your disputed account (a new one)
Feel free to forward everything to my email address (branislav.b@casino.guru) or share screenshots directly here.
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6 months ago
Dear Anapc,
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.
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5 months ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime. However, it will not be possible without the requested.
Best regards,
Branislav, Casino.Guru
