1xBet Casino - Player’s struggling to finish KYC.

Hello. Can you help me? I know the 1xbet casino is on your blacklist, but didn't know it before. Maybe you can get in touch with them. The casino is delaying the verification and withdrawal of my funds. Verification of my documents lasts from July. Casino makes many different inquiries and checks my documents for months. It is misbehavior. I sent to the casino: a color photo of a passport, a screenshot of the Skrill payment system, my photo with a passport in my hands. Then I again sent a second photo of the passport, a second screenshot of the Skrill payment system, a second photo with a passport in my hands. Also, at the request of the casino, I sent a regular letter with my documents certified by a notary to Ukraine, Lviv, 79008, and/or 856. This address was indicated by casino employees in their letter. In the letter, I attached a copy of my passport, a screenshot of Skrill, a bank statement. In addition, I completed a questionnaire in online format, where the casino requested personal data. They even asked me my insurance number. Now the casino doesn't answer me. I sent them 2 letters. I'm sure the casino is abusing their right to request documents. I demand verify my account and allow me to withdraw my funds immediately. I ask the casino cooperate honestly.

Dear Andrej144,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process. However, 5 months to complete the verification is way too much, and I can only imagine how frustrating it must be for you.

Did the casino mention any specific problem with your documents? Before we move forward with this complaint, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

I hope, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Andrej144,

Thank you for your feedback!

We made a request to the Security Service regarding your verification process. They informed us that you have instruction in your personal account where it shows what you are supposed to do. They haven't received needed document from you yet. As soon as you send them the required document, you will be notified about the results

Best regards,

1xBet

Thank you very much, 1xbet Casino, for your help and advice!

Andrej144, please follow the instructions provided by the 1xbet Casino, and keep us updated about the progress. Thank you in advance.

Hello. On the website in my personal account, I see the inscription "Additional instructions sent to the e-mail indicated when you filing the complaint." I received a message on the mail "Your account is in proceedings, you need to follow the instructions indicated on the website." From the website of the casino sends me to the mail, from the mail to the site. What should I do? When's the casino done checking? What do I have to provide that speed up verification? It lasts more than five months, I want to get money as quickly as possible.

Dear Andrej144,

Thank you for your message!

We asked the Security Service to duplicate the detailed instruction to your email once again. Please, check your email and the follow the instruction

If you need additional help from our side, you can always contact us at any time and we are ready to help you

Dear Andrej144,

Thank you for contacting us!

We want to assure you that as soon as the Security Service receive and take a look at the letter, you will get a notification about your status of verification immediately

We will be waiting for this letter. Please, give us a feedback as soon as you send the letter and receive an answer from them

You can contact us at any time, we will be glad to assist you with any issues!

Hello. I sent a letter with a questionnaire to Ukraine, Lviv, 79008, a/i 856. I took a photo of that letter before I sent it to the casino.

Dear Andrej144,

Thank you for keeping us updated about the case!

Could you please send us a photo of that letter on our email address? The email: public.relations@1xpartner.com

We will be waiting for its arrival. Please, give us a feedback as soon as you receive an additional information about the status of your verification procedure

Thank you for contacting us!

I sent a photo of my letter on public.relations@1xpartner.com

Dear Andrej144,

Thank you for all the provided information. We received a photo of your letter on our email address

At the moment, we are waiting for its arrival as well. As soon as you receive any notification about the status of your verification please give us a feedback

Thank you for contacting us!

Hello. Please clarify, did the casino staff receive my letter? I sent an email 2 weeks ago. I think it has reached the specified address of Ukraine, Lviv, 79008, a/i 856.

I also ask you not to close my complaint until I get a response from the casino. Your help is very important to me.

Dear Andrej144,

Thank you for your feedback!

Please note that all players who strictly follow the detailed instructions required from the Security Service always complete the verification process successfully, but please take notice of everything written in the instruction

All documents and the address of the receiver must be in full accordance with the given instructions

At the moment we have received information that the letter has not yet arrived. We are waiting for its arrival as well

Please give us a feedback as soon as you receive any additional information

Hi) I would like to inform you that Skype verification was performed on February 5, 2021 at the casino's request. I gave detailed answers to all the questions I was asked the Casino. Specified the account number; presented a passport, showing it on video; named the email linked to the account; method and currency of account replenishment; sports that I prefer to bet on; table tennis and lawn tennis rules; calculated several rates on the example of football. The casino employee promised to give an answer via Skype verification within 24 hours, however, he still does not exist ((( Also, there is no confirmation from the casino about the receipt of the letter that was sent about a month ago. I kindly ask you to complete the verification as soon as possible, taking into account that on my part all the requirements of the casino have been fulfilled.

Dear Andrej144,

Thanks for your feedback!

We took a look at your case. The Security Service informed us that your account was blocked for violations of the Terms and Conditions of the 1xBet company:

Should the bettor commit fraud in respect to the bookmaker (such as the registration of multiple accounts), the bookmaker reserves the right to stop such fraudulent actions by:

- bet cancellation;

- closure of the customer’s account. Money that has been deposited into the account will be refunded.

-filing a claim to a law-enforcement agency.

The Security Service detected a Multi-Accounting and as a result, your account was blocked. Since the Security Service operates with exact data, they stated that you had more than one account

According to the above Rule, only the deposit amount can be withdrawn

Therefore, according to the Terms and Conditions, the amount of the deposit is on your balance, you can withdraw it

Thank you for contacting us!

Dear 1xBet Casino,

Would you be so kind and forward proof that Andrej144 has created multiple accounts, please? You can send it to my email address kristina.s@casino.guru. Thank you in advance.

Dear Kristina,

Thank you for consideration of this issue. We sent all the needed information on kristina.s@casino.guru

Please, check all the data

We will be waiting for your reply!

Hello! The casino blocked my account, accusing me of violating the Rules - multi-account. The Casino does not present any evidence of this. I have one account. Charges without evidence are contrary to the general rule of law. I think the Casino is deliberately and unlawfully blocking my account, just not wanting to pay me my money. I still ask you to complete the verification and transfer of the $ 1361 withdrawal option.

I would also like to read the evidence that the casino sent. 

Dear Andrej144,

We made a request to the Security Service and found out that your verification is completed. They informed us that your account was blocked for violations of the Terms and Conditions. It means that you have more than one account created in our company

According to the above information, we can come to the conclusion that you have committed a gross violation of the Terms and Conditions of our company

Only the deposit amount can be withdrawn. This sum is available to withdraw

Thank you for contacting us!

Hello!

I am 100% convinced that I did not create a second account, which 1XBET accuses me of. Perhaps my data is being misused by someone...

Therefore, it is very important for me to read the evidence from 1XBET. I think I have every right to do so.

Hello everyone,

First, I would like to thank you Andrej144 and 1xBet Casino for your cooperation in this case. Unfortunately, 1xBet Casino didn't provide evidence of Andrej144 having multiple accounts that would be strong enough to support their claims. Since we cannot reject the case based on the description of the situation only, we have no other choice than to close this complaint as 'unresolved.'

The casino can reopen this case, but providing the evidence first is crucial.