The player from Nigeria had reported that his 1xBet account had been blocked for KYC verification. Despite having provided the requested documents, 1xBet support had claimed the identification provided was fake. Even after notarizing the documents, they were still unable to access their funds and only received automated responses from support. We had asked the player to forward us any documents they had already sent to the casino for further investigation. However, the player decided to close the case as the matter had been moved to Curaçao. Consequently, we had to reject the complaint due to the player's decision.
1xBet Casino NG - Player's account blocked due to KYC issues.
Amount: 39,800 ₦
1xBet Casino NG
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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9 months ago
Hello am Kehinde,am registered with 1xbdt since October 2022, everything was going smoothly,but later in 2023 ,my account have been blocked for KYC vérification, they asked for my ID card used for registration I provided it,they asked for a picture holding my ID card,it have been done,but strangely 1xbet support started telling me that my ID card was a fake, they even ask for a pdf ,a provided it,same thing,they claimed it was a fake,I later went to a public notary to notarize the pdf file and a copy of my ID card that they have been rejecting, since then they have been replying with robotic message and stop replying,please help me my money is blocked in that account.I was not able to attach the files and screenshots to this complaint.
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9 months ago
Dear BONUOLA,
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.
- Do I understand correctly that verifying your picture ID seems to be the only obstacle standing between you and your winnings?
- Have you submitted all the other personal documents required for the verification?
- You can forward any relevant communication or supporting evidence to petronela.k@casino.guru.
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
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9 months ago
They are frustrating me on identity verification, they've first accepted my ID card and asked to do a picture holding it ,but suddenly they started claiming it was a fake.
They didn't asked me any other document,they are delaying me since August 2023, the disputed amount is 39800usd, thanks
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9 months ago
Hi BONUOLA,
- Could you please forward any documents that you already sent to the casino to petronela.k@casino.guru too?
Thank you.
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9 months ago
hello, i want you to close this case, the matter have been moved to curaçao and am waiting for them.
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9 months ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
