The player from Nigeria, despite having provided all necessary verification documents, encountered issues with his 1xbet account, which remained locked for almost a year. The casino asked for documents to be sent to Mexico, which was not possible due to his country's postal limitations. We sought additional information from the player to help resolve the issue but received no response. Thus, we were unable to investigate further and had to reject the complaint. However, upon the player's request, the complaint was reopened. In the end, the player was able to go through a video call verification and received his winnings. The player's account was closed by the casino due to suspicions of identity, but the main issue was resolved successfully.
1xBet Casino NG - Player's account remains locked despite verification.
Amount: 30,000,000 ₦
1xBet Casino NG
Safety Index:Above averageCase closed
RESOLVED
Case summary
Am a legal customer with 1xbet , my account id is 469642095, i have provided every documents concerning my account such as Bank statement, national id , proof of address and some others things, but since almost 1year my account have not been unlocked, 1xbet is asking me to send documents through land to Mexico, but in my country our postal service don’t deliver to Mexico because our government don’t want any risk of illegal activities, please help me , am ready to go through any other way. video call or any other else to provide documents concerning my account.
Dear Believe980,
Thank you very much for submitting this complaint. I'm very 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 serious and licensed casinos take KYC lightly.
Could you please advise which of your documents have been approved?
Could you kindly specify what documents you should send by post?
Have you discussed the issue with the postal service with the casino? What was their reply?
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
Dear Believe980,
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.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
We’ve reopened this complaint at the request of Believe980. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We received the following email from the player:
i want you to please reopen this because the reason for my non-responding is the lost of my phone, i bought a new one yesterday.
Thank you very much, Believe980, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
answering your questions, i have provided my id card, 2 bank account statements that they validated, even a picture of me holding my id card.
The same documents are asked through post.
When i tried to tell them i couldn’t send the docs through land they kept repeating same thing.
Am ready to go through any other verification to prove my identity.
Hello Believe980,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite 1xBet Casino to join the conversation and participate in the resolution of this complaint.
Dear 1xBet Casino,
Can you please explain how the player should provide you with the requested documents if it's not possible to do so by post from their country?
Thank you in advance.
Kind regards,
Tomas
Casino.Guru
This is the copy of the letter received from the dispatcher, please find it attached.
Hello, Tomas!
We can confirm that at the moment the user needs to continue following the instructions provided to their account. There's nothing the user needs to provide via post at the moment
Best regards,
The 1xBet Team
they asked me to fill a form , it have been filled and waiting for instructions.
Thank you for your confirmation.
Dear 1xBet Casino,
Once you have reviewed the form, can you please update us on the verification status of the player?
it have been 72h since the informations asked have been provided, normally we shouldn’t exceed 72h .
They asked a picture holding a code less than 1MB, i’ve did it and sent the picture.
Dear Believe980,
At this moment, we ask you to please wait a bit more until you have received the latest instructions from the Security Department directly to your account
Best regards,
The 1xBet Team
It have been 72 hours since the last document have been provided, normally we shouldn’t exceed 72h
they asked to do a video call, when it was time , nobody attended, they now asked to fill a form, i’ve filled it, going to wait for another 72hours again just for them to check a form.
Dear 1xBet Casino,
Any progress regarding the verification of the player? Thank you.
it have been 72hours since the last document was provided, normally we shouldn’t exceed 72hours.
Dear user,
As per the Security Department, your form was received. Please wait a bit more until you've received feedback from that side
Best regards,
The 1xBet Team
1xbet is asking to send the same form filled online through land to mexico while knowing that i can’t send to mexico right now because of restrictions of postal service of my country.
Dear 1xBet Casino,
Can you please explain why you are requesting the player to send the form by post when you already know it's not possible from Nigeria?
The issue have been resolved, as from now, i need to go through another video call tumorrow, hope someone will attend , cos i asked for permission from work to attend on monday but nobody replied, please ask them to confirm.
We kindly ask the casino to confirm tomorrow's verification call with the player.
I wanted to inform Thomas and casino.guru that my case have been resolved, i have received my money, the bookmaker closed my account suspicions that am not the one placing bet.Thanks 1xbet and casino.guru for facilitating the resolution of this case, 30.000.000 thanks to you guyz …i don’t know maybe you people have any donation model so i can donate!!!
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Believe980, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
