The player from Benin had encountered an issue with 1xbet where the account had been locked for almost a year. Despite having provided all requested documents, the player was unable to send documents to Mexico as requested by the casino due to limitations of the local postal service. We had extended the timer for response by 7 days, but due to the lack of response from the player, we were unable to proceed with any further investigation or provide potential solutions. The case was subsequently rejected.
1xBet Casino - Player's account locked for substantial time.
Amount: 1,900,000 XAF
1xBet Casino
Safety Index:Below averageSafety Index
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6.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Hello am a client of 1xbet,my account have been locked since almost a year,I have provided every documents 1xbet asked , but strangely they sent a message asking to send documents to Mexico, sincerely our national postal service is a private postal service,they said they can't send to that address in Mexico because it is international delivery,they don't have that service,am ready to go through any other verification process.
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10 months ago
Dear Olamide97,
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 and it might take a few working days to complete this thorough process.
- Do I understand correctly that you were asked to send hard copies of your documents to Mexico instead of uploading your documents for verification?
- Could you please forward any relevant communication 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
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9 months ago
Dear Olamide97,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
