The player from Argentina, who has been betting regularly for several months is now unable to withdraw winnings from a recent bonus. Despite providing all requested verification documents, the casino has not responded.
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.
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.
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
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
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.
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.
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).
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response from the security service has been sent to the player via email, and the deposit amount has been successfully withdrawn by the player.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
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?
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.
Dear Anapc,
Thank you for the clarification.
Can you please provide me with the following:
Feel free to forward everything to my email address (branislav.b@casino.guru) or share screenshots directly here.