The player from Japan had his account suspended and was unable to withdraw his balance. The casino had requested a screenshot of personal data from Sticpay's website, which the player had found impossible to provide, thus hindering his withdrawal process. The player had previously been able to make withdrawals, but the account suspension had suddenly occurred on April 29. The casino's verification process had been ongoing, with the player having provided ID and account confirmations for Sticpay and Jeton. The casino then requested a photo of the player holding his ID and phone next to his face. The player had complied with all document requests, but the casino did not immediately respond or unlock the account. Eventually, the player's withdrawal was processed, but his account was closed without explanation. We had marked the complaint as 'resolved'.
1xBet Casino - Player's account is suspended and withdrawal denied.
Amount: ¥38,000
1xBet Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
my account was suspended and i cant withdraw my balance now
then i was requested for a screenshot of sticpay’s personal data.
but there’s no way of taking a screenshot of personal data on its website.
so i told them it’s impossible,but they told me no further actions without it.
???
they requested me impossible things. so i can’t withdraw my balance.
Hello avirex,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1xBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
withdrawal was possible several times so far. but 4/29 suddenly my account was suspended and i was requested for my ID and sticpay’s account confirmation.
my ID was confirmed already but sticpay’s account is not yet. tho ive sent sticpay history of transaction and email adress linked to it.
they request for PC screenshots, not mobile ones, to delay the verification to be done.
they request things one after another, not all at once, which makes it difficult to know how long it takes to finish verification. i told them request what’s required all at once , but they dont improve it.
AND……
look, i think this is more than what’s required for verification
i decided not to reply this and wait for you,Casinoguru to take care of my case
verified documents are
ID( driver license )
sticpay account
and jeton account (no other methods ive used).
no other documents are requested so far.
but the last email was a photo about me holding ID and phone next to my face taken with another device.
and they dont say this is the last thing i should do. so i stopped doing what they tell me to do and came here.
please do something with this criminal organization
why is this scambag rated above average
look
translation:
"documents required for verification varies depending on a customer.
they can’t request all the documents required all at once. "
there’s no reasons mentioned here.
i think reason is they wanna delay withdrawal as long as possible to make customers abandon the unfinishable conversations with them.
this is a scam.
scammers are gonna be verdicted.
Interpol could help.
finally ive sent all documents requested
but they don’t seem to accept them
it looks they wont unlock my account unless some lawsuit moves against them
again i say ive sent ALL documents requested
including my selfie holding ID next to PC with their email open
time to verdict them
convict or not?
Hello avirex,
So far it is a standard verification procedure and as I've stated above, verification takes up to 14 days. Just be sure to provide all the requested documents and let us know in case it would take longer than the advised period.
they threw me an already answered question again
i answered again
then no reply
withdrawal was done and accout got closed
without any reason provided
10 days since my balance was locked
Chance loss is far bigger than 38000¥
you guys SHOULD avoid this casino
Hello avirex,
Do I understand it correctly that your payment was received and your casino balance was 0 when it got closed?
yes
but
i think this casino should be blacklisted
with a reason i mentioned above
Dear avirex,
I'm glad to hear that your issue has been resolved successfully. 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 this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
