1xBet Casino - Player faced with complex account verification procedures.

Sir i made depsoit through cryptocirencry trustwallet and made some profit and tried to take withdraw but my withdraw is block and also casino games are not running . Dur to this problem I made contact to security team they asked me id cards I provided them all but now they asking a new thing, I m putting his massage here .

"You should provide us with a screenshot from the app of mobile operator, where we can see phone number and owner's personal data (name and surname).

Screenshots must not be cropped or edited, all data should be fully and clearly visible"

Then I sent them screenshot of 1xbet profile section on which my detail are present but they said

You should provide us with a screenshot from the app of mobile operator.

What does it mean I provided everything I can but now just saying

Please pay attention to the requirements of the Security Department, otherwise further actions are impossible.

And

Without providing the requested files, any further actions are impossible. All further messages from you will be ignored.

I don't understand what they want I also provided transaction history of crypto but there my personal detail not avalavle beacause hardwaller like trustwallet don't allow user to enroll their personal detail so how can I send them .

Please help me to verify my I'd

Dear abhimdb,

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 phone number seems to be the only obstacle standing between you and your winnings?
• Could you please forward any relevant communication and 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

I don't understood what they actually want . They said to provide

You should provide us with a screenshot from the app of mobile operator, where we can see phone number and owner's personal data (name and surname).

Screenshots must not be cropped or edited, all data should be fully and clearly visible.

I sent them screenshot of profile section of 1xbet

Sir understood they want screenshot from sim card company that I registered but I have a problem my account is 4 month older and I don't have that sim card now so I told him I don't have sim card that I registered then they replied

"Dear customer, there are no reasons to believe this account belongs to you".

How can they say , i have login of that account I previously taken withdraw and I have registered email also same I'd that I mentioned in registration form, also transaction history .everything I have ,only kobike number I lost but sir my account is 4 month old and I lost my phone number why I can't change my phone number they should add new phone number and they should beleive this is my account I have everything details only I don't have mobile number 

Sir i clearly said my account is old and at that time I had other sim card now my sim card changed you can take screenshot of new number with my name and surname but they are repeating same thing .

You should provide us with a screenshot from the app of mobile operator, where we can see phone number 73**4***3 and owner's personal data (name and surname).

&

The Security Department is waiting for the requested files. Without providing the requested files, any further actions are impossible.

Am I correct in understanding that you wish to update your registered phone number due to your phone being stolen? Was your account verified when the previous phone number was still linked to it? Thank you.

Sir i opened 1xbet account aprox 4 month ago and at that time I taken withdrawal but department not asked for any documents but yesterday I made a new deposit and taken withdraw then they asked me for documents. All documents are okay but they are asking for mobile operator screenshot where my mobile number and my name surname are present but I don't have mobile number that I used during registration. So I said this to security team but they are repeating same thing that I should provide requested screenshot but how can I provide this, I don't have that mobile number so I want your help thay please make them understand that

- I changed my mobile number so I can't give registered mobile number operator screenshot if possible then please change my mobile number ito new one in 1xbet account I will sure provide requested screenshot.

Sir I tried to reopen my sim card from sim card provider but it is alredy owned by other costomer since I closed my sim from more than 3 month . Now it is impossible to provide requested screenshot of registered sim card . Please help me to understand them ,they can ask me any other document or my new sim operator screenshot (if they will allow me to change my number on 1xbet)

Thank you very much, abhimdb, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi abhimdb,

I've reviewed your case and am sorry that you came across such a problem with the verification of your phone number. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear 1xBet Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Could you please specify if you have already verified the rest of the documents (ID, proof of address, etc)?

If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Dear Natalia,

At the moment, as far as the documents provided go, there are insufficient grounds to believe that the account belongs to the user, the data in the registration form does not correlate to the ID. Therefore we ask the user to confirm that the phone number belongs to the user. They can contact their mobile operator and ask them to restore/renew the SIM card. When the user decides how to act next, we ask them to please inform the Security Department of this

All the best,

The 1xBet Team

I contacted to sim operator and tried to restore my old sim card but they said other person alredy bought this sim card so I can't take it again.

So I decided that I want to renew sim card with new number . And same thing I said to the security team but they just replying like boat .

Please contact to the security team and tell them I m not able to provide older sim card screenshot so I will provide my new sim card detailed screenshot. Thank you

Dear 1xBet Team, could you please share more information about the data the player provided in the registration not matching ID? Please feel free to share any evidence via email (natalia.b@casino.guru).

Dear abhimdb, is it possible to request your mobile operator to give you an official letter, confirming that you were previously an owner of the mobile number in question? Or is it possible to download old billing documents/statements where your old mobile number is linked with you, alternatively to ask your mobile operator to provide old statements?

I did not used this sim card at any official place so I don't have any statement .

I asked sim operator to provide me the confirmation of this sim card is mine but they said as their term condition I closed this sim card so they allotted it to other and they can not provide me requested files.

I only have this proof that this sim card is mine . I was registered this sim card on my electric bill department in past and I fount this screenshot of my electricity bill . In upper right corner my name and mobile number is present. I asked this f

Thank you for the details, abhimdb.

We'd like to ask 1xBet Casino to share more information about their last response (the data the player provided in the registration not matching the ID). Please feel free to send any supporting evidence to my email address (natalia.b@casino.guru), thank you.

Dear Natalia,

Just provided you with an email.

Best regards,

The 1xBet Team

Dear 1xBet Team, I sent you a reply to your email on 15/12 but no response has been received so far, would you please have a look?

Dear adhimdb, there has been no new information from the casino, that's why we'll need a bit more time to get more details. I'll keep you updated and will post here as soon as the casino provides us with sufficient evidence.

Dear Natalia,

We can confirm that there were no letters received from the player since the 30th of November.

Best regards,

The 1xBet Team

I am not replying on mail beacause security team repeats same thing like a bot . this is last email from team but I alredy told them I don't have this number in present and I could not make you available beacause I alredy did what I could do.

Dear abhimdb, do you have access to your account at the moment? Could you please share the documents you provided for the verification as well as the screenshot with your personal information from your casino account? You can send them to my email at natalia.b@casino.guru. According to the casino, there have been some details in your data that don't match the documents you provided for KYC.

Yes I have access of my account . I agree that I entered short name in place of full name ,but all other thing like dob and document number same but name is not full written in registration form of 1xbet but they can see I am providing same document that I entered in registered form I just made mistake in name and all other things are ok ,and also I have full access of my account ,even previous u taken few withdrawals but now they are not allowing me to do so

Dear abhimdb, you need to understand that it's necessary to provide your personal data as it's stated in your official documents when you register at any online casino. Unfortunately, if you deliberately entered your name incorrectly then the casino has the right to block your account or ask for additional verification. Unfortunately, we cannot continue assisting you since you admitted having entered your name incorrectly which goes against the terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia