1xBet Casino NG - Player's account is blocked.

I was using my account to play roulette casino, on attempt to make a withdrawal I was asked for documents for verification which I provided through email my ID card, proof of payment, a selfie with my ID card in my hand still yet my account got blocked, they still asked me to upload on the website those documents I already sent through email. They ask for a Skype video call which was scheduled and I passed the video call. Now I am being asked to send the same documents I uploaded online to a post address which I have done but they are yet to acknowledge recipient of this documents. I feel so devastated that I've had the thoughts of committing suicide I just need to withdraw my money please

Dear classicben1,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you sent the documents to the casino via post? Which documents did you have to send as physical copies to the casino?

Have you received any results following your video verification?

Could you please confirm what games did you play? Was roulette the only game you played at this casino?

When was the last time you communicated with the casino regarding your verification?

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

Best regards

Veronika

First question: in the month of May 2024..

I was asked to send a notorized copy of my birth certificate which cost me money to get notorized

2nd question: yes I was told that I have passed the video call verification

3rd question: yes I was playing only roulette

4th question: I have communicationed them this week and I was told they are still waiting for my documents which I have sent before today

It may take several days for your documents to arrive via post. Has the casino informed you if they received your letter? Please keep me updated.

They keep telling me when we receive your documents we will let me know

This is for a document I sent since May 2024

Do you have any official confirmation from your post office that you sent the documents to the address requested by the casino? Do you have any tracking number by any chance?

Attached is the receipt from the post office yet since May 26th 2024 yet they have failed to acknowledge receiving it

Thank you for your response. However, I noticed that the receipt you posted is dated July 26, not May. Additionally, it does not provide any information that would help us confirm that this package was sent to the casino or that it contained the requested documents.

Could you please post the documents once more and enable tracking for the package? This way, you would be able to verify its delivery status and ensure that the casino receives the necessary information. Also, which documents were you asked to send via post office?

They said the tracking number is the number under the barcode starting with RL. I went to the post office towards the end of may i was told it has been delivered, i notified 1xbet about this yet since then i haven't recieved any acknowledgement from them

I was asked to send my birth certificate which I have previously uploaded online to them but I was still asked to send through post office.

I have complied with everything they asked for, every documents, the video call, filled a questionnaire still yet they chose to frustrate me this way. If not for my family I would committed suicide by now because I feel I have been robbed after depositing yet I can't be allowed to withdraw

Dear classicben1,

I’m sorry, but the screenshot of your document was submitted twice, and the second image shows clear signs of being edited. Please understand that we cannot ask the casino to assist a player who provides documents that appear to have been manipulated, as this raises concerns about the reliability of the information provided.

Additionally, in your previous responses, you mentioned that you sent the documents via the post office in May. However, the document from your post office shows a different date altogether, and it seems the number was altered to resemble a "4," which indicates April, not May.

We take accuracy very seriously in our investigation. Since you have not provided genuine, unaltered documents, we have no choice but to reject your complaint. We cannot proceed without reliable information, and we kindly ask you to ensure all documents are authentic in the future should you wish to submit another complaint. I would recommend sending another letter to the casino via post, saving the tracking number and confirmation that your package has been successfully sent.

Additionally, I am concerned about your recent remarks regarding your mental well-being. I want to draw your attention to our Self-Exclusion Assistance Tool (https://casino.guru/global-self-exclusion-initiative/assistance-tool). This tool allows you to block your accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. It was designed to support individuals who may be struggling with their gambling habits by limiting access and reducing potential harm.

Most importantly, if gambling is no longer bringing you enjoyment and is becoming a source of distress, I highly encourage you to seek professional help. You can find resources and support centers that specialize in gambling-related issues in your country via this link: (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Please take care, and don’t hesitate to reach out if you need our assistance in the future.

Best regards

Veronika