1xBet Casino LAT - Player was blocked after deposit and verification issues.

After signing up at this casino, I was able to do everything relatively smoothly - my account was completely set up, I could make deposits and withdrawals, it all worked well. One day, after losing some money and depositing more, I won a game, but was subsequently unable to make any withdrawals. Errors started appearing that even the support team couldn't resolve until I was informed that I needed to send an email to their security department (). I did so and was asked for a considerable amount of documents, all of which I provided within 15 minutes. The support team told me that my account would be verified within 72 hours, but that timeframe has since passed and my account remains unverified with no response from the casino. I am unable to play or withdraw my money. I have fully abided by all the terms and conditions, I only have one account, all deposits and withdrawals are in my name, I've submitted bank statements, identity documents, and even a selfie with an email in the background. I would truly appreciate your assistance.

ID: 759190907

Dear unknow_user, 

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 specify when exactly you sent each of your documents?

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

Have any of your identity documents been approved by the casino yet?

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

On 02/08/24 I sent the documentation and as I did it, they told me if it was okay or not, until they told me that they were okay, to wait for validation, support indicates that it has a maximum period of 72 hours but that time It has already been fulfilled and they do not respond.

Thank you for your reply. Have any of your documents been approved by the casino yet, or are you still waiting for their reply? Please let me know.

I don't know, since they don't respond, just spam waiting for a response to my email. Weeks go by and they don't verify my account and it is still blocked.

Before we proceed with your case, could you please specify what types of games you played? Was it slots, live casino games, or did you participate in sports betting?

I played slots, live casino and sports betting. Until before winning (recovering a little of what was lost) there were no problems, I played, loaded and withdrew without problems, but one day it was enough to win more than I deposited and this problem with the account began. As additional information, I never used any type of casino bonuses, I have only one account, I loaded money with my bank card and withdrew from it, everything in order as it should.

Can you please tell me the name of the game where you won big?

Also, please forward any relevant communication between you and the casino regarding the problem with your verification and subsequent withdrawal to veronika.l@casino.guru. Thank you.

First I won in a live casino, Football Studio, there they started asking for documents. They blocked withdrawals but you can continue betting on sports and some of their own games, betting on different games I also won large sums.

I will send you all the details of the captures to your email, thank you.

Thank you for the update.

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, which is highly probably related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards

Veronika