1xBet Casino MX - Player experiences ignored messages and confusion over verification document.

The casino has been giving me a hard time verifying my account, and as a result, I'm unable to withdraw my money.

They're requesting a bank statement that shows my name, my address, my account number, and transactions made to the account. I've already sent that file in PDF format and their only response is that the file is not original. They've now also replied saying my messages will be ignored.

I'm not getting a clear answer as to why my file is being rejected

Attached are images of the latest emails sent

Dear Jo_Vallejo,

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 licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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,

Petronela

Good day

They do not specify what the error is in the document I sent, they only give me a "robotic" response that it is not original, that I sent the correct document, otherwise no further action can be taken and the last thing was that they would ignore any subsequent email.

I tried to make the first withdrawal on November 20, but when they asked me for the account statement with the movement made to the account, the card had not yet made the cut, therefore the account statement with the movement did not exist, so I waited Until November 16, I already had the account statement to try again and until now without any success.

The curious thing about the case is that at first they asked me for the account statement or capture of the movement (I am assuming that the account statement does not yet exist because the card had not been cut) and it was still rejected.

One point should be clarified, I had a 1xBet account, with two-step verification, after changing cell phones, I did not recover the Google Authenticator accounts and I could no longer access that account, when I sent emails for help they did not respond and I created another account. After creating this account that I currently use, they respond and remove the 2-step verification from account 1 so I can log in. Then they send me an email saying that it is illegal to have two accounts (which I agree with) and there is no option to delete the account and I send an email saying that I want to delete account 1 and they answer that I must unite the accounts. accounts and that is when I start the email thread from my current account to verify.

Note 1. Account 1 never received money

Note 2. In a phone call with the casino they tell me that I must verify my account to make the union and then they tell me that I cannot do the verification because I have two accounts, so they locked me in an endless cycle.

Quite a curious case you have there, Jo_Vallejo. Could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru before we proceed to contact the casino directly? Thank you.

Good day

I have sent an email with all the explanation and attaching the images of the talks by email, I await your response

Thank you

Greetings!

Hi Jo_Vallejo,

Thanks for your email. Before we reach out to the casino directly, could you confirm whether you utilized your second account to place bets or if its purpose was limited to contacting the casino for the reinstatement of your first account?

Looking forward to hearing from you.

I created the first account about a year ago but I never put money into it, it was in November 2023 that I wanted to start using it and I realized that I couldn't access it due to Google Authenticator. It was because I sent messages trying to get it back and they took a while to respond, that's why I created the other one, because I thought they wouldn't respond and I considered it lost.

Thank you very much, Jo_Vallejo, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.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.  

Hello, Jo_Vallejo,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1xBet Casino (MX)'s representative to join this conversation and participate in the resolution of this complaint.

Dear 1xBet Casino team,

Could you please provide us with a detailed explanation of the player's situation? What steps should the player take to complete the KYC/verification and withdraw the disputed winnings?

Can you confirm that the first account was inactive and/or that there is no other related account(s)?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, Jo!

Would you please share your numerical gaming ID with us so that we could look into that for you?

All the best,

The 1xBet Team

Dear Jo_Vallejo,

Can you please provide the requested?

Thank you, Jo_Vallejo.

Dear 1xBet Casino Team,

Could you please use the provided information to answer the questions in my previous post directed to you?

Dear Jo_Vallejo,

At the moment, as per the Security Department, you need to provide the bank statement from the card **6320 directly to security-en@1xbet-team.com. Would you please consider doing so?

All the best,

The 1xBet Team

Good day

1xBet casino team, if you had the opportunity to read the problem, that account statement was already sent multiple times and I only received responses that it was not original, it could not be accepted and they reached the point of ignoring my emails (proofs with which casino guru already counts).

The help that I and the casino guru team ask for is to know the reason for the rejection of said document, this being the one provided to me by the bank.

In fact, the last email I have with you (and you stopped responding to me) is the account statement.

Greetings!

Dear Jo_Vallejo,

For some reason, the casino requested it again also here. Therefore, I strongly recommend you send the document to the casino. There is probably no other option for how we could move forward with the matter.

So, can you please follow the casino representative's instructions above, and provide the casino with the requested document?

It would be great if you could generate a new and more up-to-date one, in the requested format, unedited, the original one downloaded from your banking or your payment method provider app.

Once it is done, please, inform us, and I will ask the casino for an update.

Good day

I already sent the email attaching two account statements, one where the transactions to the casino appear and the most recent one.

Both in PDF file downloaded directly from the bank app.

I await your comments

Thank you

Thank you very much, Jo_Vallejo, for your confirmation, and I am sorry for the delay.

Dear 1xBet Casino Team,

Can you please provide us with an update on the player's issue? Is there any progress?

Are there any other obstacles preventing the completion of the user's KYC/verification?

If yes, what else needs to be done on the complainant's side to complete the KYC?

In case of any problems with the documents provided, can you be more specific about what the problem is?

Dear Jo_Vallejo,

Unfortunately, the documents you submitted to the Security Department do not display all the information they requested. Please strictly follow the instructions and send them a statement from the card *6320, which will show the card number, cardholder details, and transactions in favor of the company.

All the best,

The 1xBet Team

Good day

The document I sent does have that data

-The card number

-My full name

-Casino deposits

Casino guru, can I send you a copy of the email with the bank statement that I sent to 1xBet so that you can verify that those data are in the file sent?

Greetings

Good day

I forwarded the email because I attached a month prior to the movements to the casino.

I await your answers

Greetings

Dear Jo_Vallejo,

Yes, of course, feel free to forward me your email(s) with all the attached documents to my email (branislav.b@casino.guru). But, I will also need the exact dates and times of the deposits made to the casino from this payment method, to compare them with your bank statements. So far, I have not received any email from you.

As for your last post, I am not sure if I understand it correctly.

Can you please explain it in more detail? Do I understand correctly that you sent an older bank statement to the casino, where the deposits in question were not shown?

Did you additionally send a new and more up-to-date bank statement to the casino, showing all the payments that they need to verify, with all the requested details?

Can you clarify the current situation around your KYC or provide us with an update?

Good day

I forwarded the email where the bank statements are sent to the casino. (sent from javp9101@gmail.com )

In terms of exact dates and times:

1.- On November 16, the first deposit of $2,500 was made. For some reason, the email for the charge does not appear and therefore I cannot see the time, but the transaction appears on the December bank statement.

2.- On November 17, the second deposit was made at 11:01 p.m. (email forwarded from jorvp_rayon@hotmail.com ) for an amount of $2,000

In question to my previous post:

-On January 21, send the email with the bank statement, requested by the casino in this post, but attach the November bank statement (bank statement that does not contain the movements and was uploaded by mistake) and the January one ( this being the most recent bank statement)

-On January 29, I sent the bank statements again, attaching the bank statements for December (which contains the movements to the casino) and January (this being the most recent).

I await your answers

Greetings!

Dear Jo_Vallejo,

Thank you for your emails and the provided documents.

Although it is impossible to check the originality of the provided documents, to be honest, both bank statements look not original, and they indicate signs of editing or altering. In addition, the exact dates and times of the transactions in question are completely missing there.

Do you have any other option how to get an original bank statement with all the required documents from your bank?

Can you ask your bank to send it to your address in a physical form?

Alternatively, can you please download a new bank statement from your Internet Banking, while you will record your screen doing the entire process (after logging into your Internet Banking), and then send it - a recording and a new bank statement - to my email (branislav.b@casino.guru), as well as to the casino's Customer Support?

It would be great if the following information, as the casino requested above, is taken on the video after logging into your IB - the card number, cardholder details, and transactions in favour of the company.

You can try to use this simple manual that I found easily on Google:

Looking forward to hearing from you.

Good day

I have sent the email with the newly downloaded bank statement and the video of the process

Waiting for your answer

Thank you

Good day

Any news with my case?

Greetings!

Dear Jo_Vallejo,

Thank you for your emails with the provided video and document. I am sorry for the delay.

In my personal opinion, indeed, the bank statement with the way of generating it looks legit. Maybe displaying it on my PC caused a difference.

Before we turn to the casino again, with these new documents, we need to have it complete.

Therefore, I would like to ask you for bank statements for each payment made to the casino.

So, can you please generate and send me a report for each of the payments/deposits made to the casino with all the details requested by the casino?

As was stated, those detailed statements or screenshots of the transactions should include the following details:

• the card number
• cardholder details
• transactions in favour of the company

If it is not possible to generate such statements or to see those details in your Internet Banking/app, could you try to find another way how to get this information?

Would it be possible to contact Santander's Customer Support regarding these transactions and ask them for detailed bank statements or the requested details?

Then, feel free to send them to my email (branislav.b@casino.guru), as well as to the casino's Customer Support (maybe with the video and document you already shared with me) to verify the payment method. I sincerely believe it should be enough to verify those deposits/funds.

Alternatively, in the case of screenshots, you can post them directly here, with your response.

Good day

I know they are trying to help me but they keep asking me for legitimacy of the payments.

The bank statement with the only two deposits made to the casino ($2,500 and $2,000 respectively) has already been sent and with a video of downloading and sending by mail.

The bank does not offer me the payment details that you ask of me.

I already sent the email with the bank statement and the video to the casino's customer service and they replied "Please pay attention to the requirements of the Security Department, otherwise, other actions are impossible."

$4,500 was deposited in total and I'm only hoping to get $2,600 back.

If they ask each user for this whole procedure, then it is not easy to do the verification.

From this moment on I leave it to your decision, but it doesn't seem fair to me that, having the account statements with the dates and amounts according to what is available in the casino, they continue to ask for new evidence.

Thank you so much

Greetings!

Jo_Vallejo, did you ask your payment method provider's customer support (Santander) if it is possible, or did you try to call them and ask about it? Is there a chance that you have an email or communication where they informed you that it is not possible to export such detailed bank statements or a list of the types of bank statements that can be exported from your account? If yes, can you share it with us?

Dear 1xBet Casino Team,

If the casino needs to verify the ownership of the user's payment method and the funds deposited to the casino, and if there are no other accounts at the casino that used this payment method, why is the previously provided bank statement (with a video of exporting it) not enough to verify it?

The only thing that is missing in the provided bank statement is the exact times of those transactions. Do the transactions' amounts from the bank statement suit the deposits made to the casino? What is the purpose of getting the exact times of those transactions? Were those deposits successfully processed?

Provided that you have such information verified and ask players to send only real and existing bank statements, can you please provide us with an example of such a bank statement from a Santander bank account with instructions on how to download it? (Feel free to delete all sensitive data from the document)

Is there any alternative way how the player could verify those deposits if it is not possible to generate a bank statement the casino requires?

Good day

It was through a phone call.

The only way to verify that the bank told me that it does not have that type of document is to record the call, but that would make me vulnerable, since in the call they ask for personal information that I am not going to share and if I edit the audio omitting These data will not make the audio file valid for me because it is edited.

I'm very sorry for this.

The only thing I have is the email from the bank of the deposit dated 11/17/2023 for the amount of $2,000 (Email that I provided on February 4), the time appears there. The bank did not send me an email for the transaction on 11/16/2023 for the amount of $2,500.

Greetings!

Dear everyone,

While the statement is helpful, having the exact times of transactions aids in ensuring accurate matching with deposits made to the casino. This verification step is crucial for maintaining the integrity of our platform and safeguarding all transactions.

Unfortunately, we are unable to provide specific examples of bank statements due to privacy regulations. However, we recommend reaching out to Santander bank support for assistance in obtaining a comprehensive statement with visible transaction details.

Best regards,

1xBet Casino Team

Dear 1xBet Casino Team,

How could a detailed bank statement maintain the integrity of an online casino and how could a bank statement (or the name of the document/statement) with hidden/covered-up sensitive details breach any privacy regulations? It does not make sense.

Dear Jo_Vallejo,

It is a bit strange, but it would be necessary to do more on your side. It is unusual that a bank would not be able to provide such a detailed bank statement or a user would not be able to generate it on their own.

Can you please contact Santander again, and ask them to send you the necessary information via email, or is it possible to contact them from your app/Internet Banking and share screenshots of the communication here?

As for recording a call, it would even likely not be possible, and it is illegal without informing the other side about it. It would be great if you could provide me with a confirmation from Santander/your payment method provider about the impossibility of providing such a bank statement.

Unfortunately, I am afraid we will be probably not able to move forward without this information/confirmation.

If it suits you more, feel free to use my email (branislav.b@casino.guru).

Dear Jo_Vallejo,

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.

Dear Jo_Vallejo,

Thank you for your email, and I am sorry for the delay.

However, it contains only the same bank statement you provided before, only with a password, and the information from the phone call is the same as it is stated in the bank statement. There are finally some transaction times, but the casino needs it as an official bank statement. So, nothing relevant here.

Can you please forward me all the latest email communications with Santander as attachments (the one with the bank statement and the one with "important information")? I mean either downloading and attaching them to a new email or forwarding them directly from your email inbox to my email as complete attachments (in Gmail, it works like clicking the right mouse button and choosing the option "forward as attachment" from the drop-down).

Then - as I mentioned above:

"Can you please contact Santander again, and ask them to send you the necessary information via email, or is it possible to contact them from your app/Internet Banking and share screenshots of the communication here?

It would be great if you could provide me with a confirmation from Santander/your payment method provider about the impossibility of providing such a bank statement.

Unfortunately, I am afraid we will be probably not able to move forward without this information/confirmation."

So, it would be highly appreciated if you could contact them back at the email address from which you received the bank statement and the important information for opening it, and ask them for the specific bank statements/payment confirmations requested by the casino, or to ask them via phone to send you a confirmation that it is not possible to generate such detailed bank statements/payment confirmations - but to send such confirmation to your email.

Feel free to add me to the copy of the email to Santander asking for those specific bank statements.

Frankly, since they know the exact times of the transactions, they can see them somewhere, so it is pretty hard to see why they could not send you detailed official bank statements of the transactions in question, and it is starting to look a little suspicious.

Good day

I wish they could understand my position but it seems like they are only taking the casino's side instead of supporting me.

1.- The communication to the bank was by call, it is not possible to make a "chat" with the bank through text messages or emails.

2.-On the bank's page, as in the app, there is no option to chat with an advisor

3.-I already forwarded the "important information" email that you wanted, it does not contain relevant information other than instructions to open the account statement.

4.- I sent you an email with attached photos of the chat on the bank's page where there is no option to chat with an advisor, you can only speak with an advisor by phone call.

5.-In the bank's emails, at the bottom it clearly says " Do not respond to this email because the account is not enabled to receive responses"

6.-The advisor I spoke to on the phone gave me the information, and I asked her if she could send it to me by mail and she told me she couldn't. What will the screen that they see be like? I have no idea, but it wasn't for me to tell him to take a screenshot of his screen with his cell phone and send it to me by WhatsApp or email. They will have their policy or the software they use did not allow them to send it to me by mail officially.

7.-I understand that I am not the only case to be resolved, but by responding to me every week, the bank cannot handle movements very distant in time.

It is impossible for me to believe that there are no restrictions for depositing money into the casino, but withdrawing my own money puts me in this bind.

Do you mean that simply because you are a Santander customer you are an obstacle in the casino?

Because I was a Santander customer, would it never be possible for me to withdraw my money?

That's the only thing they're both trying to tell me.

This is the information I have, if you are willing to help me, I hope this is useful, if you do not want to help me, you can close the case.

Thank you for your emails, Jo_Vallejo.

Dear 1xBet Casino Team,

Above, we received the information about the exact times of those transactions - is it enough for the casino to verify the user's payment method?

If not, I am afraid I will insist on providing an example of a requested bank statement (sensitive/personal data covered up).

Thank you for understanding.

Dear Jo_Vallejo,

As per the Security Department, the status of the statement request is no longer valid and an email message with new information will be sent to you shortly. Therefore, we sincerely request you to wait for an email reply and follow the further instructions. Thank you.

Best regards,

The 1xBet Team

Good day

The funds have already been released from my account

Thank you very much for the help

What great news, Jo_Vallejo!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru