1xBet Casino - Player's account is restricted and funds are inaccessible.

1XBET ID: 572007671

I haven’t encountered a serious problem since I created an account in this casino last year. I just discovered that I can’t bet anymore in online casinos, and it always says, "This game is not available at the moment!" However, I can still bet on sports and esports events. I also discovered that I couldn’t participate in promo and bonus offers, and the option is set to "Reject bonus." The worst is I deposited again on my gaming account with an amount of PHP 3000 using an e-wallet and won in some sports events and now my current balance is PHP 10014, but I can’t withdraw the funds because I need to email the security department first.

I emailed the security department of 1xbet and requiring me some documents. They require me a valid ID, so I provided a valid ID, which is my passport. Next, they required me to take a selfie holding the document, and it should be next to my computer where it could see the message from the security department, so I did it. Next, they now require me to send a bank statement, but they rejected it because it should be from September. I waited a few days for the bank to send me the bank statement and sent it immediately to the security department. Now I’m confused because they rejected it again. I think they mean an e-wallet statement, not a bank statement, because I use an e-wallet every time I deposit and withdraw to my gaming account. I immediately sent the e-wallet statement that the bank sent me, which was from September, but now I’m confused again because it got rejected. I replied that they could see my deposit and withdrawal transactions on my e-wallet statement, not my bank statement, because it’s not connected to my gaming account. I also sent pictures of proof of transactions I made on my gaming account in September and sent the e-wallet statement again, but I just got ignored until now.

I’m filing a complaint here in Casino Guru because maybe they can help me solve it. I just want the restrictions on my account to be lifted. I’m trying my best to comply with all the required documents, but It’s just that my e-wallet statement was always rejected, and now I am ignored. I hope 1xbet Casino will adequately review all the documents I sent and cooperate. I’ll also cooperate and send some other proofs if needed because I’m honest and can guarantee that all the documents I sent are mine. Thank you.

Dear NKP272,

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 take KYC lightly.

• Could you please specify when exactly did you send the last of the documents to the casino's security department?
• Could you please forward the email in which the security department specified what documents are required from you?
• My email is tomas@casino.guru

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,

Tomas

Dear Tomas,

Thank you for assisting me with my complaint here in Casino Guru.

• Could you please specify when exactly did you send the last of the documents to the casino's security department? I exactly sent the last of the documents to the casino's security department on November 7, 2024, 11:00 PM.
• Could you please forward the email in which the security department specified what documents are required from you? I already forwarded our conversation with the security department to your email today. Here is a screenshot.

I'll be waiting for your reply. Thank you.

Thank you very much, NKP272, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi NKP272,

I've just reviewed your case and am sorry to hear about your struggles with the verification of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1xBet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify why the bank statement provided by the player was rejected.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Hello NKP272,

Thank you for your patience. We have escalated your case to the relevant department for further review. As soon as we receive any updates or information regarding your situation, we will notify you promptly.

We appreciate your understanding as we work to resolve this matter.

Best regards,

The 1XBET Team

Thank you, 1xBet Casino. We look forward to getting updates from you as soon as possible.

Dear All,

Thank you for your message.

We kindly request that you refrain from using any editing programs and instead provide the original version of the bank statement. This will help us proceed with your case more efficiently and ensure that all the necessary details are clear for review.

Once we receive the original document, we will promptly look into lifting the restrictions on your account.

Thank you for your cooperation.

Best regards,

The 1xBET Team

Thank you, NKP272, for providing more details.

Dear 1xBet Casino, I have just checked the screen recording the player shared and it seems that the document is indeed downloaded directly from the email the player got from their bank.

Could you please analyze it?

Hello again. I want to close this case since I successfully withdraw all the funds on my gaming account. It's disappointing that I'm fully restricted in this casino, but it's okay because I can still request to delete or deactivate it. Thank you, Tomas and Natalia, for assisting with my case and 1xBet Casino for cooperating. I also heavily thank Casino Guru for opening and finding a way for my case to be solved.

Dear NKP272,

I'm glad you confirm that your withdrawal issue has been resolved and you finally received the money. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia 

Casino.Guru