1xBet Casino MX - Player encounters roadblock with account verification.

Currently, I'm having an issue with 1xBet regarding their document verification process, which is extremely tedious and inflexible towards different situations. The problem lies in that my verification is stuck, with a clear response from the security team telling me that "All your upcoming messages will be ignored." The sole reason being that my bank account statement doesn't have the card number on it. I made this known to the security team and even called customer support, but all they could tell me was that "it's necessary". From the get-go, I've informed them that it's impossible for me to get a document in the format they request because my bank simply doesn't provide it. I tried sending them other types of documentation or proof, but everything was rejected, and they couldn't give me any real solutions.

Dear lmedel99,

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.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear lmedel99,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We've reopened this complaint as per the player's request. We would like to be involved to give this case one more chance to get resolved and help both parties to reach a satisfactory conclusion.

Player's additional comments:

Hello, sorry for the delay, I had not been able to review the complaint.

Do I understand correctly that verifying the payment method seems to be the only obstacle between you and your earnings?

That's right, it's the only obstacle I have left.

Have you submitted all other personal documents required for verification?

That's right, in the email chain with the 1xbet security team, I presented all the requested documents such as ID, Card, etc. The only thing pending is the bank statement showing the card number but my bank does not provide it like that.

Thank you very much, lmedel99, for getting back to us and 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 lmedel99,

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 MX, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the bank statement provided by the player was rejected? Was it explained by the player, that it doesn't have their card number on it? Have you asked for any alternatives?

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

Hello, Natalia!

We can confirm via the Security Department that the bank statement the user provided was not accepted because the document sent by the player did not show any transactions to the Company's side, which is the whole reason why the statement was asked to provide.

Best regards,

The 1xBet Team

Thank you very much for the explanation, 1xBet Team.

Dear lmedel99, could you please send the bank statement you provided for the verification to my email (natalia.b@casino.guru), so that we can have a look as well?

According to the casino, the problem doesn't lie in the card number, but in the missing transaction of your deposit to the casino. Are you sure you've sent the correct bank statement?

Dear lmedel99, we'd like to ask you to leave a response to our last question about your bank statement. I'll set the timer for you for another week. Please, bear in mind that if you don't respond in the set timeframe we'll consider that you don't need our assistance anymore and your complaint will be rejected.

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.