1xBet Casino - Player’s struggling to complete account verification.

Hello, I won 4295 USDT on 1xbet and when I want to withdraw they ask me for verifications that I have sent. At first they asked me for my ID card + the proof of deposit that I used if it was in my name, I proved everything to them. I was asked to wait for the answer from the specialties and then I realized that I had to wait 6 months to receive my money, but I can't, I have clinic fees to pay... I'm doing chemotherapy. I ask you CEG to help me.

MY ID : 407***333

Dear enamthox,

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.

Could you please advise when exactly you sent the last document? Have you provided all the required documents as soon as possible and in the correct format?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Hello Kristina,

My last document was before 2 days ago and I did send all the documents they request in the format they want.

Then I receive a reply from them that I have to wait 180 days to receive my money. 

Thank you very much, enamthox, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.d@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.  

Hello enamthox!

From now on, I will take care of your complaint. I'd like to invite representatives of 1xBet Casino into this complaint in order to help us with resolving the situation.

Dear enamthox,

Thank you for contacting us!

We kindly ask you to provide your client ID number. Unfortunately, it isn't visible on this thread. Looking forward to hearing from you soon

Best regards,

1xBet Support

Dear 1xBet Support,

Thank you for your entry into the thread. I would like to kindly ask you, let us know once there will be any progress with the player's verification process.

Hello Martin,

I am really sad, I received a reply from the security department asking me to withdraw my money, I want to withdraw my money by the means they asked me ' SKRILL ' I make the withdrawal and I am automatically refused. I told the support and they tell me that I won't get my money, while in the email they say that I can withdraw... they dictate themselves.

You can see in the screenshots the evidence of what I say

Now they just find excuses, they ask me to withdraw by visa bank card when I don't have a bank card anymore I opposed it and close my bank account permanently, they just try to find excuses not to pay me.

I deposited by SKRILL so I have the right to get my money back by the same means which is SKRILL. They don't want to pay me, I have provided them with everything.

In addition they even ask me on the website to withdraw by skrill and by email I am told no by credit card while I have no card.

First of all, my bank does not accept transfers from online betting companies because my country, which is Morocco, does not allow it

Secondly, I don't have a bank account anymore, I closed it a week ago, and it's a personal choice that concerns only me, if I don't have a bank account it's for personal reasons.

Thirdly, you ask me on your site to make a withdrawal by SKRILL, that's what I do and then you automatically refuse me while I sent you my personal information and my identity of my skrill account to prove you that it is in my name.

You are trying not to pay me that's all, my money I will not get.

See how they contradict themselves, please read the screen

I explain to them that I can't withdraw by credit card and then they ask me how I want to do it and they change the subject. and on my main box they say they never answer me

Hello enamthox!

Thank you for providing us with some updates, I regret to see that they are not very positive at all. Since we are still awaiting further response from the casino in this thread, I'd like to suggest to wait, until they will be able to clear the situation out with us.

Also, according to the screenshot you have provided us with lately, it seems that you have used 2 different email addresses for communication with the casino. May I ask what is the reason?

I used another email address because they don't answer me anymore in my main mailbox, they don't want to answer me anymore... and when I write them via a new address they tell me "you have to contact us via your main email address" it is really funny.

I have been removed from the withdrawal page, there is no way to withdraw my 5725 AED. Look carefully in the screenshot they ask me to withdraw my funds but they exclude me from all payments so they find excuses not to pay me.

What a scam, what a rip-off!

Judge for yourself.

At first they say I can withdraw my funds, when I log in I find that they have taken away all means of withdrawal there is none available

Then they ask me for a picture of my bank card that I don't have anymore, I closed my bank account a week ago.

They just try to find excuses not to pay me, why at first I can withdraw and now they want verifications?

Then I never had a skrill account at the email they say, they don't know what to say..

I will never get my money.

How do you want 1XBET CASINO to respond? He won't answer, I burned them with all the evidence :) 

Dear enamthox,

Thank you for your patience!

We've checked all the information regarding your situation with the Security Service. In order to resolve your situation as quickly as possible, please contact the Security Service via email security-en@1xbet-team.com. They'll check an additional information and help you with your withdrawal

Please complete this step and provide us with the feedback

Best regards,

1xBet Support

Hello Martin,

I got paid after a big problem!

Thank you very much.

1XBET CASINO if you continue like that with this rhythm you will make the company in bankruptcy mode because you block everything and anything.

Good continuation

Hello enamthox!

Thank you very much for sharing the good news with us. I am glad that the situation was resolved to your satisfaction. We will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.