1xBet Casino - Player's account locked for substantial time.

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.

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

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.

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.