1xBet Casino NG - Player faces prolonged withdrawal process due to constant requests for documents.

I registered on 1xbet and have been consistently depositing and withdrawing funds using my Kuda bank through Paystack. I've been actively betting, experiencing both wins and losses. However, on May 3rd, 2023, after winning a bet, I attempted to withdraw but noticed that Kuda bank wasn't available in the withdrawal options. I opted to use my UBA bank instead, which triggered a suspension of my withdrawal, with a request to contact security.

I promptly reached out to security via email, and they began requesting various documents such as my ID, a picture of me holding my ID, a screenshot of my 1xbet deposit, and bank statements from both my Kuda and UBA accounts, picture of me holding where I am communicating with 1xbet security. I complied with all their requests.

After stating that my case was under review, they eventually asked me to appeal the block on my account through their website. Following their instructions they started asking me again to resubmit all the documents they have asked for before which resubmutted all the documents again, along with writing out sets of numbers they provided on paper and taking pictures holding them alongside my ID.

And they take 3 days interval to reply any documentsI sent before they request another one, the process dragged on for weeks. Months later, they requested a Skype call, which I eagerly agreed to. However, when the scheduled time came, I received no call. Upon inquiry, they informed me through Skype messaging that they no longer required the call, redirecting me to their website for further instructions.

I patiently complied and awaited their next directive. After several days, they sent me a questionnaire via email, insisting it be sent strictly by post to the PO box provided. I promptly filled it out, sent it through the post office, and provided them with the tracking number receipt.

It's now been over two months, and they claim not to have received the package, despite confirmation from the post office of its delivery to their PO box. This ongoing situation has left me frustrated and depressed.

I've diligently followed all their instructions, submitted all requested documents, and yet, 1xbet refuses to release my funds. I will attach pictures of the post office receipt and screenshots indicating their decision to forego the Skype call.

After 12 months of back and forth, I am exhausted, having complied with all their demands.

Dear Goodness,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino NG.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did you achieve your current balance with the help of a bonus? 
• Is there any record of the withdrawal amount you might share as proof?
• Could you please share your communication with the casino regarding the verification issue and blocked account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas, please find the pictures and screenshots you requested in your email.

Thank you very much, Goodness, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Goodness, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite 1xBet Casino NG representative to join this conversation. 

Dear 1xBet Casino NG, could you please provide more information about this case? 

Looking forward to your reply.

Hello,

Sorry for the wait. We have received your documents, and they are currently under review. Please wait for further instructions on the website once the submitted documents have been verified.

Thank you very much for your patience.

Best regards,

The 1xBet Team

Hello Katrina,

1xbet just sent me an email requesting that I log into my account and schedule a Skype live call again. I immediately wanted to schedule the call for today, but they didn't allow it; however, they did allow it for tomorrow at 11:30 am.

This is the second time they have requested this Skype call, adding to the numerous other documents I have submitted to them from May 2023 until now. I don't know what I did to deserve to go through this kind of situation for over a year now.

Attached is the necessary photos.



Dear Goodness, 

thank you for the update. I understand it might feel confusing and tiring to be asked to do the same tasks on repeat. However, it is a good sign casino is actively communicating with you. Also it is important to remember that the KYC (Know Your Customer) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In some cases they request multiple documents and verification calls. Please be ready for your call, answer all of their questions and let us know any new updates.

Thank you, Katrina. I understand and have no issue with 1xbet conducting KYC. However, prolonging it for over a year is incredibly unfair. I've provided all the necessary documents and photos they requested and have been compliant since May 2023.

Continuing to prolong it is dehumanizing and unjust. No one deserves to endure this kind of situation. The call is scheduled for today at 11:30 am, and I am patiently awaiting that time; it's just 1 hour and 30 minutes from now.

Hello Katrina,

It's past 11:30 AM, the time I was supposed to have the call with 1xbet, yet I've called numerous times on Skype, and they haven't picked up or replied to my messages. This is just one example of what I've been facing at the hands of 1xbet since May 2023.

I risked my life for this call today because of the insecurity ravaging parts of my region, where the internet connection is always poor. So, I took a risk and went to a place where the internet connection is a little more stable to be able to answer the call without network disruptions. But I'm disappointed; they're not picking up the call.

I've suffered a lot at the hands of 1xbet since May 2023. I'm sick, tired, and depressed because of this whole situation. I've been complying with them throughout, providing all they've requested, yet they keep prolonging this.

Attached is a screenshot showing that I called them numerous times and messaged them and still got no response.

Dear Goodness, 

thank you for the update.

Dear 1xBet Casino,

can you explain what happened? Why was the call ignored?

Hello,

According to the latest information the verification of the player has already been completed. The final answer with the decision was sent to the player personally by the security service.

Thank you very much for waiting. 

Best regards,

The 1xBet Team

Hello Veronika, I received a message from 1xbet stating that they believe I didn't place the winning bet, and as a result, they plan to close my account, refund only my deposited amount, and cancel my winnings. This seems like a very unfair decision, especially after I've gone through the verification process with them for over a year.

Dear Goodness, 

Your account has been blocked after a thorough investigation by the Security Service because of the violation of the multiple accounts Terms & Conditions:

7.1.1. Each registered customer is allowed to have only one account. Customers are allowed to register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website.

7.1.2. No registered customer is allowed to be re-registered as a new customer (under a new name, with a new email address, etc.).

In your case, as many as six accounts were found linked to you. 

We've also checked the information on your deposit request with the Security Service. According to the Terms and Conditions, you can withdraw the amount of your deposits:

7.1.5. 1xBet Bookmaker Company has the right to cancel all winnings and refund the balance from your main and duplicate accounts.

Thank you very much for your time and we wish you all the best, but unfortunately we can't change our decisions as we are obliged to follow the general rules that players also agree to when registering. 

Best regards,

The 1xBet Team

Hello 1xbet, I'm writing to dispute the allegations against my account. I assure you that I do not have multiple accounts on your platform, and I am confident that I have not violated any of your terms. If there were indeed issues with multiple accounts, the verification process would not have taken over a year to complete. In the screenshot I provided, you stated that the reason for only refunding my deposit was that, after investigation, you did not believe I was the one who placed the winning bet. This is unfair and contradictory, as you are now claiming that I have multiple accounts, which is not true. It's notable that when I was experiencing losses on my account, there were no questions about the legitimacy of my bets. However, as soon as I won, issues arose. I believe this is unjust and unfair treatment of customers.

Dear 1xBet Casino,

will you be able to provide some kind of evidence supporting your claims about multiple accounts, please? Please send them to my email address katarina.d@casino.guru.

Looking forward to your reply.

Dear Katarina,

We have e-mailed you the response from our security department. Thank you for waiting. 

Best regards,

The 1xBet Team

Dear 1xBet Casino,

thanks for your email. I have sent you a reply.

Dear Goodness, 

your case is currently being discussed outside this thread. I will inform you once I receive any relevant information.

Thank you, Katrina, for your role in this case.

I simply seek my full balance from 1xbet, nothing more.

The losses I have incurred there are immense compared to the winnings.

It would be highly unjust and unfair if they do not release my remaining balance.

Dear Katarina,

We have sent you a response via email.

Best regards,

The 1xBet Team

Dear 1xBet Casino,

thanks for your email. I have sent you a reply.

Dear Goodness, 

I apologize for the delay in my response. This case is currently being discussed outside this thread. I will keep you posted once there is any new development.

Dear Katarina,

We sent you an email.

Unfortunately, there was no opportunity provided to us to share any materials containing personal information without the account holders' consent, as it would breach the inner security code of the Company. All the information and explanation possible were provided to the CasinoGuru Team privately via email earlier.

Best regards,

The 1xBet Team

Hello Katrina, thank you for all your efforts in resolving my complaint.

What I simply request from 1xbet is to give my full balance to.

I completed all the tasks they asked of me and complied with their verification process, so why do they insist on withholding part of my balance?

I have also lost a significant amount before finally winning this sum, which doesn't even come close to what I lost overall.

It's unfair to continue treating customers poorly. When you lose, they take the money; when you win, they still manage to find a way to take it. It's truly unjust and unfair, especially from such a large betting platform like 1xbet.

Dear Goodness, 

thanks for your message. I want to assure you that your case is being actively discussed with a casino representative outside this thread. I would like to ask you to be even more patient. Please believe me, I am doing everything in my power to sort this thing out. I will post here once I have any information worth sharing.

Hello Karina,

I appreciate all the effort you're putting into resolving my complaint.

I have been patient for over a year, complying with all of 1xbet's requests. I trust that, as a big platform, they will continue to prioritize customer satisfaction and continue setting standards for others to emulate, and my case will be no different.

I will remain patient until the issue is resolved amicably.

Thank you.

Dear Goodness,

thank you for your patience. I was communicating your case with the casino on the other platforms. 1xBet Casino claims you have breached the terms and conditions however, they failed to support their claims by supporting any relevant evidence.

Dear 1xBet Casino,

I have sent you an email. Should you fail to provide any proof of Goodness's breach of the Terms and Conditions, this case will be closed as unresolved and have a negative effect on the casino's rating.

Hello Katrina,

I sincerely appreciate your efforts in resolving this complaint.

I maintain that I have not violated any of 1xbet's terms and conditions, and I'm unclear why they are treating me unjustly in this matter. In one of the screenshots I provided, they mentioned withholding my funds because they claimed I am not the one who placed the bet. However, when I was losing consistently, this issue never arose, and they never questioned who was playing and making so much losses then. This treatment feels very unjust and unfair.

I have endured considerable hardship due to this issue, patiently complying with their requests for over a year, providing numerous documents and photographs. It is incredibly unfair.

Dear 1xbet,

All I am requesting is the release of my full balance. As one of the largest betting platforms globally, withholding my modest winnings seems unfair. Please release my full balance so the case will be closed as resolved , it is better to settle amicably. I have suffered greatly because of this issue.

Dear Katarina,

Thank you, we have received your letter and have also provided our clarifications. Please check when you have the opportunity.

Best regards,

The 1xBet Team

Dear 1xbet,

thank you for your message and email.

We are still waiting for your answer after consulting this matter with responsible parties. We are not dismissing this case based on the fact that the player played the sportsbook. The accusation of having multiple accounts has nothing to do with the nature of the bets or games played in your casino.

Hello Katrina,

I deeply appreciate your effort and hard work in handling this case.

I maintain that I have never had multiple accounts with 1xbet; I only have one account that I opened. It makes no sense for me to open multiple accounts when I already have one. Additionally, I have never violated any of their terms and conditions. That's why I patiently and diligently provided all the documents, photos, and screenshots they requested over the past year. This situation has caused me a great deal of suffering.

All I am asking for is for 1xbet to release my full balance. I have done nothing wrong to deserve this kind of treatment.

Dear Katarina,

We received a response from the responsible parties and have sent you the obtained materials via email. We would greatly appreciate it if you could review them.

Thank you very much for your patience.

Best regards,

The 1xBet Team

Dear 1xbet,

thank you for the update.

I have checked the materials you sent. I need more clarification regarding some of the information provided. Everything is explained in the follow up email.

Looking forward to your reply.

Dear Katarina,

We contacted you by email.

Thank you.

Best regards,

The 1xBet Team

Dear 1xbet,

thanks for your email.

Dear Goodness,

based on the report provided by the 1xBet casino, we have formed a picture of the current situation. Casino has shared very strong evidence indicating the existence of multiple accounts created by you. Since this is strongly forbidden in all casinos in general, we have no other option than to close this complaint as rejected. I am sorry to be the bearer of a bad news.

If you think a further investigation is needed, we unfortunately do not specialize in sports betting and therefor our expertise may be limited. But this casino operates under Curaçao eGaming License and if you feel the justice was not served in your case, I strongly recommend contacting the authority. You can file a complaint here: https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint

I am sorry I could not be of more help on this occasion.