1xBet Casino LAT - Player struggles with a withdrawal delay.

1xbet has 17.239 usd of mine and they are making the withdrawal ´process eternal in order not to pay me.

they have asked for several documents which i have already provided and they still keep asking for more and more and delaying a lot to verify my account and allow withdrawals

Dear augusto640,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

hi petronela!

thanks for the fast reply!

my payment is still inside the platform

they never told me that that i have passed the verification process and now they have blocked my account

i have attached the apelation i had to fulfill

my withdrawal request was on july 17th. that day the verification process started

its not my first withdrawal. in the past i have withdrew without any problems but now they are playing with me

Thank you very much, augusto640, 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 augusto640,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear 1xBet Casino LAT, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's account was blocked? Have you received all the necessary documents for the verification from the player?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

dear natalia,

1xbet is playing with me.

they are asking for some documents that i have alreary provided

Thanks for the updates, augusto640. I hope that we'll hear from the casino very soon and they'll give you some explanation of this situation.

Dear Augusto,

Soon you will be receiving the next instruction regarding your case. Please wait a bit for that

All the best,

The 1xBet Team

1xbet is asking me to send documents to Mexico. Thats too expensive and I dont think its necessary. I can provide all the necessary documentation my e-mail.

Also, some things they are asking for are not clear so i would like 1xbet to tell me here exactly what they want. I dont want to send documentation in vain to Mexico.

First of all, I deposited using crypto through Binance so i would like to be able to withdraw to Binance as I did before.

Questions:

-When you ask for "documents confirming the deposit of funds into your account in our website" what are you asking for exactly? I can online provide screenshots of the Binance withdrawals (thing that i have already done by e-mail. This is why I think 1xbet is being dodgy)

-You are also asking again for my Id or passport (I have already provided this by e-mail so whats the need of making me spend time and money sending the same documents to Mexico?

-Why you want my account number if I have deposited using Binance and I want to withdraw using Binance too?

Thank you for the provided screenshot, augusto640.

Dear 1xBet Casino LAT, would you please explain the necessity of sending the documents to your office in Mexico?

Have you considered the option of a video call to conduct the verification of the player's account? I believe it would be much faster for both sides since you can arrange a convenient time for both parties and the possibility of the documents being lost by the post would be fully eliminated. Via video call, the player can show you all their documents as well as their Binance account.

Please, let us know what you think about such an option.

Many thanks Natalia

I agree with you. I think with a video call we can end this once for all. During that call I can show again all the documents I have already provided and show 1XBET my Binance account and end this for good.

Dear Natalia,

Everything is being operated via the Terms & Conditions that the user agreed with. This process is being done the safest and the most secure way possible

All the best,

The 1xBet Team

Dear 1xBet Casino LAT, the possibility to proceed with the checks via video conference is also mentioned in your Terms&Conditions:

This is why we wonder if you considered this option since it seems to be a good time-saving solution for both parties.

Dear Natalia,

The possible solutions of the verification process as of now are provided to the users account via the instructions that they need to follow, all as per the Terms & Conditions of the Company

Dear Natalia,

Yesterday I have sent the documentation to Mexico through standard delivery as requested by 1xbet

Thank you for the updates, augusto640. Have you been informed how much time the delivery can take approximately?

20 working days approximately!

Thank you, augusto640. I believe, at the moment we can only wait until the casino gets your documents. Please, keep us informed if there's any news, but if you receive no updates after 20 working days, we'll continue checking it with the casino.

will do! thanks a lot Natalia

hi natalia!

its been 20 working days

1xbet should have already got my mail

could you ask them if they have any news?

Dear 1xBet Casino LAT, can you please let us know if you have received the documents from the player? Supposedly, the post should have arrived by now.

Dear Natalia,

As per the Security Department, there's nothing changed from the last time we provided you with the information here, the parcel is yet to be received. Is there anything else we could help out with at the moment?

Best regards,

The 1xBet Team

Dear 1xBet Casino LAT, thank you for the response.

Dear augusto640, can you please check if you have been provided with a tracking number for your mail so that you could check its location.

i havent been provided with a tracking number because i could only send by standard post due to the nature of the address provided by 1xbet.

im attaching the receipt i got

the parcel should have arrived by now

they told me it would delay 20 working days maximum

Thank you for letting us know, augusto640.

Dear 1xBet Casino LAT, I'd like to ask you to keep us updated about the player's issue. As per the estimations, the post with the documents should already be received or is about to be received, so I'd appreciate if you let us know as soon as you get it and are able to start the verification. Thank you.

Dear Natalia,

We can confirm that the parcel has been received by the Security Department, it is being reviewed as we speak. As soon as there's an update, the user will be the first to know

Best regards,

The 1xBet Team

Thank you for the updates, 1xBet Casino LAT.

Dear augusto640, as you can see the casino started to review your documents, and you will be contacted when the review's finished. Please, let us know as soon as you receive any further information regarding the verification from the casino.

will do!

Dear Natalia

1xbet is delaying more than 72 hs to give me an answer.

I would like to escalate this to the Curaçao E-Gaming authority.

Dear 1xBet Team, could you please specify the time frame during which the review of the documents will be ongoing? What is the maximum period for checking the documents, considering it's already been 10 days since you informed us about starting the process?

Dear Natalia,

The timeframe for the particular document's review is usually about 72 hours after it has been received. At the moment the user needs to wait a bit more until they've received the latest instructions

Best regards,

The 1xBet Team

Dear Natalia,

Despite having passed the video call verification (I just had a chat on the Skype Chat and they told me there was no need for a call) 1xbet keeps asking for more and more things. This seems endless and on purpose.

Now they asked me to fulfill a new questionnaire but there is a problem: despite i fulfilled all the fields. the system keeps sending me this message:

In other words, there is no way i can fulfill the questionnaire without 1xbet helping to solve this problem

Anyway, Im tired of this. I think 1xbet is playing with me. Thats why I want to escalate this to the Curacao E-Gaming Authority

Dear Natalia!

Any news?

Dear augusto640, sorry for the late reply!

We'd like to ask the casino to assist the player and explain how to proceed with the verification, since there's some kind of a technical glitch, based on the screenshot provided by the player. Furthermore, I'd like to point out that the issue has been ongoing for 3 months, and we see very little progress. Dear 1xBet team, as you've already significantly exceeded the time within which you should have finished the verification process, I'll set the timer for the last 7 days. If there are no results within this time frame, we'll be forced to close the complaint as unresolved due to the lack of cooperation from your side.

Augusto640, I totally understand you'd like to contact the gaming authority right away, however, I suggest you wait one more week until the timer is over. In case the casino won't reply or won't show any better degree of cooperation and willingness to resolve the case, we agree that it's better to submit a complaint to Curacao.

Best wishes,

Natalia

Dear Natalia

I was finally able to fulfill the questionnaire

Anyway, I think its time to finish the verification process once for since its been more than 3 months

So I would like 1xbet to give me a final answer

I think I have complied with every requirement they made to me and all this info should be enough for them to verify my identity

Dear Everyone,

We can confirm that the user has provided the questionnaire. Please expect to receive the feedback via an email shortly.

All the best,

The 1xBet Team

Thank you for the updates, augusto640 and 1xBet Team.

Dear augusto640, please let me know when you receive the email from the casino with the feedback regarding your questionnaire and verification.

Will do!

Will do!

1xbet is asking me to send the questionnaire I have already fulfilled online to Mexico. I think this is totally abusive.

I have already sent documents to Mexico once. Why should I do it again?

Also, why should I send the same questionnaire? I have answered it online. Why should I send the same thing now by post?

Dear augusto640, thank you for this new information.

Dear 1xBet Team, can you please give us a reasonable and logical explanation of your request to send the questionnaire by post? As I understand correctly, the player has already managed to fill in the form online, and it makes no sense to ask them to send the very same copy of it again by post.

parcel sent to mexico

they told me it will delay 7-10 working days

i dont want 1xbet delaying 2 months again before confirmation of reception

Dear Everyone,

We can assure you that as soon as the Security Department receives the parcel, the user will be notified immediately

All the best,

The 1xBet Team

i called 1xbet at the agreed time and they told me this:

they are playing with me. i demand this endless verification process to end once for all

Dear augusto640, can you please provide me with any screenshots where we can see the communication between you and the casino, confirming you had an arranged time for a Skype call for this particular date and time?

Dear augusto640, I'm sorry to hear about such an outcome though you have arranged a time for a call beforehand.

Considering that your complaint has been ongoing for 4 months now, but we see no progress here and the casino seems to create more unreasonable obstacles than showing a willingness to help, I recommend you contact the Curacao eGaming (https://www.curacao-egaming.com/ or directly via https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=1x-bet.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

Please, let me know about your decision.

Best regards,

Natalia

Dear Natalia

Thanks for all your help

1xbet finally paid me but unfortunately less than I was expecting

So I will claim the remaining amount

Dear augusto640, would you please specify how much have you received and what amount is missing? Was it explained somehow?

I got 15.900 and should have gotten 17239.

If 1xbet wants to apply their multi accounting rule, they should void all my bets and give the sum of all my deposits minus the withdrawals. This sum is even bigger than 17239

Dear 1xBet Team, would you please explain the difference between the requested amount and the amount received?

Dear user,

The amount left on your account to withdraw is a difference of the sum of your deposits and the sum of your withdrawals. When you withdraw the balance left, you will be paid out the full sum of your deposits

Best regards,

The 1xBet Team

Dear 1XBET

i cant access to my account

it says "user or password wrong"

but i havent changed my password..

i cant access my account

i havent change my password

Dear 1xBet Casino Team, have you suspended the player's account before they managed to request a withdrawal of their balance left in the account(as per your previous message, the player would be paid out the full sum of their deposits)? Can you please explain what was going on here this whole time, was the player accused of multiple accounting?

Also, feel free to contact me via email (natalia.b@casino.guru) in case you have some supporting evidence.

Dear Natalia,

We can confirm that the user was blocked due to the multiple account creation and possession, which is a gross violation of the Terms & Conditions of the Company. The user has withdrawn the amount left to add up the sum of withdrawals to the sum of deposits. Would the user please confirm this?

All the best,

The 1xBet Team

You let me withdrew 15900.

thats not the total sum of my deposits minus withdrawals

that sum is 22.000. So you paid me 6k less

dear Natalia,

could you please ask 1xbet to provide screenshots of all my deposits and withdrawals?

I can do the same

also, I haven’t do multi accounting

I just recommend the site to 2 friends and they started gambling too. That was all

is there a way to claim my money using a lawyer

please let me know!

Hi everyone, thank you for the updates.

Dear 1xBet Casino, I'd like to ask you to send me the history of the transactions of the player, where we can see his deposits/withdrawals. Also, I'd expect some proofs that confirm your accusations in multiple accounting. You can send everything to natalia.b@casino.guru. Thank you.

Dear Casino Guru Team,

As the user has appealed to the licensee, we won't be able to share any more information with any third parties until the investigation is finished from the licensee's side. We ask you to please withdraw from finalizing the status of the complaint before the licensee's final decision

Best regards,

The 1xBet Team

Since the player has submitted a complaint to a licensing authority, we will wait for its decision. For now, the complaint will be closed, however, it will be automatically reopened in 3 months. I hope that the regulator's decision will be published by this time and we will update the status of the complaint here following the verdict of the Curacao eGaming.

Both sides will be notified about the reopening of the complaint, but I'd like to ask the casino and the player to let me know via email (natalia.b@casino.guru) if there's a regulator's decision available earlier than the estimated automatized reopening of the complaint.

Regards,

Natalia

Will do!

thanks Natalia

Greetings all,

We have received updates about the case from the casino. Curacao eGaming analyzed the evidence from both sides and ruled this case in favour of 1xBet Casino LAT, therefore, we will close the complaint in accordance with its decision.

Dear augusto640, I believe you should have received an email from CEG as well. Based on this, your complaint will be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia