1xBet Casino - Player's account was closed after the document issue.

My account was restricted withdraw and requested documents. So, I sent the document to the security team. but they still request to sent the document I sent them.I don't know what to do else as they always say to me i should send them document i already send them. I am confused and send the document of my uncle. After that, I get nothing reply from them. So I contacted with customer support and I got a message my account was closed for sending other people document. Why it can be closed for that reason? I sent my document many times that filled truly in personal info but they didn’t accept and keep requesting. I want to withdraw my money that bet under your rules and regulations.

Dear pyaephyoaung5394,

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 and it might take a few working days to complete this thorough process.

Do I understand correctly that you provided the relative's document by accident? How come you have access to such personal information? What type of document it was?

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

Dear pyaephyoaung5394,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.