1xBet Casino - Player's account has been blocked.

Hello,

I am registered on 1xbet under the ID: 480***225

I deposited by cryptocurrency and not by credit card.

So far so good, I'm winning large amounts up to $18051.

Then I wanted to withdraw, 1xbet blocked me and asked me for identity verification, I sent them everything they asked for, card photo, with selfie, proof of deposit, etc. then I get a reply from them as if I am using falsified documents from another person when no, they find excuses not to pay me! When I already proved my identity by any means they wanted, they don't have the right to take my money like that, especially since I have bills to pay in a hurry.

Dear othbusi,

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.

Could you please advise which documents have you provided? Did the personal details in your documents match the personal details you filled in when creating your account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Hello Kristina,

First of all, thank you for your answer.

At first, they asked me for a photo of my front and back ID. I sent it in.

Then they asked me to take a selfie with my id card in my hand and our conversation (must be legible) which is what I did. Everything is ok.

I was asked for proof of deposit as I used the only way to pay by cryptocurrency and not by credit card. They wanted to see my personal information from my cryptocurrency e wallet and some transactions I made (check if there are deposits to 1xbet) everything is ok!

After finishing with them these steps and wait a week they said to send them a bank statement with my name first name address ( that's what I did I printed it online from my bank customer area ) they told me they want to see the bank stamp and signature, I told them it's not my fault if the bank doesn't offer this kind of statement for customers, they want a stamp..

Can you explain to me what this has to do with a bank statement when I haven't used a bank card? 

Who is telling them that I don't have a bank account?

The worst thing is that I have provided them with all the documents they want.

They swallow my messages, without explanations.

You call that professionalism? They have to answer me at least. Look at 

Thank you very much othbusi for your reply. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

Hello Tomas,

I hope you are well.

I'll update you:

So they asked me to provide them with a printed bank statement where you can see my home address on it, my first name and last name and the bank's hidden on it.

No worries, I was at my bank, I asked them to give me this and I sent it to them as an attachment in .jpg format as they asked.

It's been almost 2 days since I sent them the document and no response.

I send you in attachment the document that I sent to them (You can clearly see two stamped stamp of the bank with the date of sending of 12/10/2022).

They will say again that it is an amended document? Impossible because what is the purpose of a stamp? It is that the bank confirms the data written on the sheet are correct and true.

And the stamp of the bank with the date of 12/10/2022 ... is that they ensure the integrity of the data.

Please find attached the document and my last conversation with them.

Thank you Tomas for your answer and your help.

Hello othbusi,

I will assist you with your complaint from now on. I went over the details of the case and I will do my best to help you. First, I would like to ask the representatives of 1xBet Casino to join the discussion in order to help us resolve the issue.

1xBet Casino,

Could you please explain what is the status of othbusi's account? Would you be able to provide us with evidence of 'the duplicate registration, the submission of someone else's, invalid or forged documents'? Please send the evidence to my email at tomas@casino.guru

Dear Tomas

I update you:

I sent them the bank statement with my address on it and the bank stamp as they asked, everything is ok.

Then I get an email from them that I have to send them my driver's license picture on both sides.

Why all this? When I have already verified my identity by different means, ID card, selfie taken in hand, bank statement stamped by the bank etc..

Who really tells them that I have a driver's license and that I drive?

Ok no worries, I send them the driver's license it's been more than 48 hours and still no answer from them... I really feel like they don't want to pay my money... while I have urgent bills to pay...

It's been more than 10 days that my funds are blocked with them.

I am sending you my last conversation with them as an attachment.

Hello Tomas,

There is a very big problem here, I'll update you:

After sending 1xbet everything they asked for ( All types of ID sent ) and were approved they asked me to send them a selfie and a paper written a code underneath with today's date ) I did it then I sent it to them.

Suddenly I get a strange answer from them... that I have to log into my account and follow the instructions

I log in and they tell me that my account is blocked and that I have to appeal for this blocking (it is written that I have to wait 72 hours).

But the worry is: I already know their answer, what they are going to tell me in advance, they are going to ask me again for documents when I have provided them with everything, then they are going to tell me: 

We did an investigation on your account and you broke the rules... while I did nothing

Conclusion : They will ban my account and I will not get my money back.

Dear othbusi,

Thank you for contacting us!

We've sent a corresponding request to the Security Service regarding your question. As soon as we receive new information on your situation, we'll surely get back to you with an answer

All the best,

The 1xBet Support

Hello all,

Thanks for the reply to the 1xBet Casino Support team. Please inform us about the situation in more detail. Much appreciated!

Dear othbusi, 

Thank you for your patience!

We've checked all the information regarding your situation with the Security Service. At the moment, you are undergoing a verification procedure according to the T&C: 

2.34 Should the bookmaker’s Security Service have any concerns about the bettor’s identity or their personal details (address, credit or debit card, other data), they are entitled to request any documents from the bettor substantiating their identity or other submitted data at the bookmaker’s absolute discretion, as well as to cancel any payments until all such details are verified

The verification procedure is standard for each betting company. In order to proceed with the verification process, you need strictly follow the instruction from the Security Service

Please note that each step of verification can take up to 72 hours. If you'll have any additional questions, please feel free to contact us

All the best,

1xBet Support

Thanks for the reply to the 1xBet Casino.

Dear othbusi,

Could you explain what the casino asked of you to verify your identity and if you were able to provide them with what they asked since your last message? Please, let us know. Much appreciated!

Hello, 

I checked my account completely with all the documents they asked me, selfies and so on.

More than a month that my account is blocked but no return from them.

I need this money please, I have obligations in real life, bills waiting for me! I don't see what's missing when I've done everything.

Put yourself in my shoes, I did everything and then...

Hello othbusi,

Was there any progress, after your last message? Were you able to follow further instructions from the casino and request a withdrawal? Please let us know. Much appreciated!

 Hello,

They are trying to find excuses not to pay my earnings... I am asked to print a document and send it by postal service to Ukraine when I have already filled the same form online from their platform... I contacted the postal service of my country (Morocco) and they informed me that they cannot send anyone to Ukraine because of the war.

Hello,

I haven't had any feedback from them. I have done everything really I have sent all the documents they ask for. I ask them that I want to withdraw my funds urgently because I have to pay some bills they refuse.

They ask me to send a form by post to Ukraine while I was told that it is impossible to send from Morocco to Ukraine because of the war.

That's it, I'm fed up. They find excuses after sending everything.

Hello all,

thanks for the update othbusi,

Please note the picture of poste.ma you submitted doesn't show a complete screen, so I am not sure what you wanted to explain with it.

1xBet Casino,

Could you explain if it's necessary to request documents to be sent via post? What valid reason do you have for rejecting digitally submitted documents from othbusi?

Hello,

Let me explain:

My country does not allow sending documents by mail in Ukraine as you can see in the screenshot. However I am forced to do it while I have no solutions.

Dear othbusi,

Thank you for providing the additional details.

We've sent an additional request to the Security Service regarding your question. As soon as we receive new information on your situation, we'll surely get back to you with an answer

All the best,

The 1xBet Support

Hello all,

Thanks for the update to the 1xBet Casino team.

Dear Ohtbusi,

let us know about any further progress in your ongoing verification.

Hello,

I update you:

I was asked to have a video phone conversation on Skype with their manager, I just finished the call, he asked me to activate the camera and show my ID and then he asked me several questions which I answered.

So far I have done everything. 

Thanks for the update, othbusi.

Verification calls are a common way to proceed in this situation.

1xBet Casino,

Could you inform us about the result of the verification call?

Hello Tomas,

As you can see in the screenshot, I passed the Skype verification and answered their questions.

I want a solution please because every time you ask questions to 1XBET CASINO it answers either by: it will inquire near the security service or by that it is necessary to wait 72 H, I understood their film, they do not want to pay me! whereas I proved everything.

Dear othbusi,

Thank you for your feedback.

In order to proceed with the verification, we kindly ask to expect new instructions from the Security Service.The verification is standard for each betting company and you need to follow the instructions.

The Security Service has 72 hours to check the documents from the time of submission of the last requested document for verification. Note that all players are verified, you should only provide the requested documents on time and expect the result

All the best,

The 1xBet Support

Yes I understand your delusions.

Always the same answers, you have to follow the instructions of the security service and then you have to wait 72 hours.

Can you tell that? I know I will not get my money

1xBet Casino,

from what I understand the verification call took place more than 72 hours ago. Please present valid reasons why the verification process is not complete and the withdrawal request is not yet processed.

Every time they ask me for a document I send it on time, I've exchanged 200 emails with them, I've proven everything to them by any means they want and it's never going to stop, even in a year's time they're going to ask for instructions day after day, I'm fed up, I've got emergency expenses to pay.

Dear othbusi,

Thank you for your patience!

We've checked all the information regarding your situation with the Security Service and receive the response, that you had already passed the verification process. 

All the best,

The 1xBet Support

Hello othbusi,

was there any progress since the casino's last message?

Hello Tomas,

Thank you for your help.

I have received my withdrawal.

Case solved.

What a sigh of relief! Thanks for letting me know. I'm glad to hear that your issue has been resolved and that you received your withdrawal. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with any online casino in the future. We are here to help.

Also, thanks to 1xBet Casino for their help.