1xBet Casino - Player's account got closed after identity verification.

1xbet closed my account and didn’t refund anything. I didn’t make multiple accounts and I played with only one account. First they requested my documents to withdraw. I send my national Id and then they requested more documents for the reason of to prove my identity. They requested driving license and I don’t have and I said so. Then they continued to ask my birth certificate. I also don’t have that and I provided with my census document. They accept that and later send the mail that they closed my account.

Dear pyaephyoaung5384,

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

I checked the 1xBet Casino's Terms and Conditions, and this is what I found:

9.If the customer refuses to undergo or cannot pass identity verification and/or the KYC process under applicable law, 1XBET.IE reserves the right to void their bets (including bets placed from duplicated accounts). Furthermore, 1XBET.IE reserves the right to take any reasonable measures, including but not limited to blocking the account, freezing the available funds until the customer is completely verified and their deposit methods have been checked and confirmed or even suspending or closing the account associated with unverified customers.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? If you are not been able to provide the casino with the identity documents necessary for verification, I'm afraid they have the right to close your account. Have you been informed by customer support if your initial deposit amount would be returned to you?

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

I first provided with my national Id documents. Then they continued to request driving license or birth certificate. I don’t have both of them and I provided with my census. Then they mailed that they closed my account without informing for the return of my any funds.

I provided with my national ID card and they more requested driving license or birth certificate. I don’t have driving license and I lost my birth certificate when we moved house. So I don’t have both of them and told the security team I don’t have. But they only requested the birth certificate. So I sent the census of mine on Aug 19.

Please forward the email you received from the casino regarding this issue to veronika.l@casino.guru. Thank you.

ok. I’ll do it.

Thank you for your email. It seems that your account was closed due to you having multiple accounts. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Or have you created more than one account at the casino?

No. I didn’t create more than one. I don’t have multiple accounts. I only have this one account.

Thank you very much, pyaephyoaung5384, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.

Hello, pyaephyoaung5384!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello!

Would you please provide us with your numerical gaming ID for to assist you with that situation?

All the best,

The 1xBet Team

Dear Pavel,

Statements provided by the player are incorrect.

1) He was given the reasons for the account being blocked on multiple occasions via an email, which are the violation of the Terms & Conditions, as well as multiple times where the user provided edited documents for the verification process

2) User was refunded the full sum of his deposits, that was triple-checked via the Security Department as of today. The player was told that if he wishes to dispute that, they shall provide the bank statement with all their deposits to confirm that the sum of deposits was withdrawn. The user did not do that. Conclusions may be came for that

Best regards,

The 1xBet Team

pyaephyoaung5384, can you confirm that what casino representative have written is true?

Not true. I didn’t provide edited documents. They are the real documents issued by the immigration office of Myanmar. And I wasn’t refund any funds after they close my account.

1xBet Team, thank you for the provided information!

Could you, please, send documents provided by the player to my e-mail: pavel.k@casino.guru?

Dear Pavel,

That, as per the Security Department, will not be possible, the Company strictly forbids any kind of sharing with such delicate and private information with any third parties, even such respectable ones, such as yourselves

Hope there's an understanding on this

All the best,

The 1xBet Team

Thank you for your response, 1xBet Team!

pyaephyoaung5384, since we cannot receive any proof from the casino, I would suggest that you provide evidence supporting your point. Firstly, can you, please, state the date when your account has been blocked?

I don’t exactly remember the date they blocked my account. It may be about 16th july. But at that time I didn’t receive any mail about blocking my account. They keep requesting the same document I already send or said my documents is edited.They are mailing that many times. The date I received the mail about blocking my account is 19 Aug.

can you, please, e-mail me documents that you have submitted for the verification along with bank statements for July, August and September (if you have this one) that can prove that have not received a refund and provided legit documents? My e-mail is pavel.k@casino.guru.

I don’t have bank statements. I made deposits and withdraws with agent. I’ll send other documents.

pyaephyoaung5384, I have received your documents. Do you give us permission to share them with the casino?

Also, we need bank statement or e-wallet statement to make sure that you have or have not received deposit refunds that casino claims to have done.

Yes. I gave permission to share. I don’t use bank account or e wallet. I deposited with agent and also withdraw. I didn’t make any withdrawal after they closed my account. They told me the withdrawal I made before they closed my account is the refund they want to pay me for my account block.

could you, please, clarify, what do you mean by "agent"?

An agent is someone who seeks out bettors and earns a commission by helping them to deposit and withdraw funds to and from their account. So I don’t have to make deposits and withdraw directly from the website.

Do I understand correctly, that you are dealing with the agent in cash? Otherwise, I do not see the reason that it is not possible to make a bank statement from your account. The only thing we need to see there is that deposits were or were not returned by the casino, with or without using agent.

Yes. I make payment in cash. I have not received anything after they requested documents and closed my account. The casino accept that they have not returned any payment after they requested documents. They say the funds I withdraw before this happened is the refund funds. I attached the screenshot they said to me.

I want to withdraw all my money left in my account. These are the winning funds that bet without any violations. And I make no violations in verification process. I sent all the documents they requested and these documents are the real documents nothing edited.

pyaephyoaung5384 and 1xBet Casino,

we have decided to close this complaint as unresolved with the status "Insufficient evidence from the casino". The reason for it is that the casino side cannot provide proof of the player's wrongdoing so we cannot reject the complaint.

We recommend the player to lodge the complaint to the Curacao E-gaming authority (tech@curacao-egaming.com). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team

Hello, pyaephyoaung5384!

After extensive communication with the casino we have learnt that you have provided forged documents. It is strictly prohibited in all casinos and we consider it unfair as well. Therefore, I must reject your complaint instead of leaving it as unresolved. If you will have any problems with any casinos in the future, please, contact our Complaint Resolution Center.

Respectfully,

Pavel K

Casino Guru Team