The player from Mexico is complaining about the two-factor authentification which is required when accessing the casino account. Player’s complaint has been resolved successfully.
1xBet Casino MX - Player is struggling to access the account.
Amount: Mex$1,000
1xBet Casino MX
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
The casino has a two-factor authentication system, it is through a token that is generated in google, but for some reason the codes that I generate to log in are not accepted, it marks them as incorrect and the question is that I have I have already sent many emails asking for support and a solution and I have not received any, they have asked me for countless documents to validate my identity and even so they have not solved me, this problem has been going on for around 1 month.
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1 year ago
Dear benjibautista,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been advised what specifically seems to be a problem? I'm not sure how we could be of any help when the casino's tech support didn't solve the issue until now.
Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
I have not received information about the problem, I tried again to solve the problem with them, they tell me that they are going to deactivate the two-factor authentication and they asked me for proof of a deposit, what did I do with them, I sent them yesterday afternoon and I am waiting for an answer.
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1 year ago
Translation
The problem has been solved, they deactivated the two-factor authentication and I was able to use my account.
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, benjibautista, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
