1xBet Casino - Player's struggling to pass the verification.

Good afternoon! I believe that 1xbet casino is grossly violating my civil rights.

It all started on November 21st when I couldn't open the games.

On November 25, in order to eliminate the problem, at the request of the casino, I sent a photo of my passport and indicated my account number.

The next day, I sent a photo of the last two pages of my passport and a photo of the passport page with a residence permit to the casino.

Also, screenshots of the personal account of the Skrill payment wallet and a selfie with a passport were sent to the casino against the backdrop of correspondence with the Casino Security Service.

On December 07, I was unable to log into my account - the casino temporarily blocked it, and without giving reasons.

On the same day, I sent a claim to the casino, expressing my disagreement with the blocking - after all, I did not commit any illegal actions, all documents were sent within a reasonable time.

On December 14, at the request of the casino, I filled out a questionnaire. On December 22, documents confirming transactions in favor of the casino were uploaded.

After all this, the casino asked to provide a notarized copy of the passport and documents confirming transactions in favor of the casino. Moreover, these documents must be sent by a simple (not registered!) letter to Ukraine. Already at the time of the request, military operations were brewing in Ukraine. I asked the casino to consider another way of checking - for example, via skype or another messenger. The casino did not want to change its requirements.

The other day, when hostilities were already taking place in Ukraine, I again turned to the casino with a request, but the casino insists on its own - it is necessary to send the documents by letter to Ukraine.

I ask you to help convince the casino that sending documents to Ukraine is not safe, my documents will most likely not be delivered to the address, and also, with a high degree of probability, they can get to third parties who can use them for their criminal purposes.

I also inform you that the casino is interested in delaying the check - there are 1,700 dollars on my balance, which the casino is holding.

Hello SlavSplav,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please note KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. However, I completely understand your point of view.

Have you accumulated your balance with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Good afternoon. Please note that I do not refuse to pass the test! I ask you to change the method of verification or the address of sending documents. It is not safe to send documents to Ukraine now. And I can’t wait until the current situation in Ukraine is resolved, no one knows how long it will take. I want to receive my funds as soon as possible and I am ready to pass any verification.

My balance was accumulated without an active bonus.

Correspondence with the casino has been sent to your email.

Thank you very much SlavSplav for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear SlavSplav,

I have read through this thread as well as the provided screenshots of your communication with the casino’s customer service and I understand the situation. I’ll contact the casino and see if I can help.

I would like to invite 1xBet Casino to join this conversation and to participate in the resolution of SlavSplav’s complaint.

Dear SlavSplav,

Thank you for contacting us.

In order for us to understand all the situation, please provide your client ID number. We'll surely check all the necessary information and get back to you with the answer

All the best,

The 1xBet Support

Good afternoon! ID has been provided. Dear 1xbet, are you ready to accept my offer to pass the verification in a different way?

I have repeatedly explained to you that sending documents to Ukraine is not safe for me, as a citizen of Belarus.

Dear SlavSplav,

Thank you for your feedback.

We've sent a corresponding request to the Security Service regarding your question. As soon as we receive new information on your situation, we'll surely get back to you with an answer

All the best,

The 1xBet Support

Thank you, 1xBet Casino Support team, SlavSplav, for the replies.

We will wait for an update from 1xBet Casino. I’m setting the timer for 7 days.

Dear SlavSplav,

Thank you for your patience!

We've sent a corresponding request regarding your question to the Security Service and received the information. The instruction in your personal account was updated, please check your account and give us the feedback

We also kindly ask you to follow new instruction in order to proceed verification process. If you'll have any questions in the future - we are always in touch and ready to help you in any situation

All the best,

The 1xBet Support

Dear All! I checked my account at the casino, a questionnaire appeared to fill out. On April 08, the questionnaire was filled out and sent to the casino.

Hello! On April 08, a selfie was sent with a piece of paper on which the specified code and date were written.

I ask the casino to report the results of the check.

Dear SlavSplav,

Thank you for providing the additional information!

We've sent the request regarding your situation to the Security Service. As soon as we receive new information, we'll surely get back to you with an answer

All the best,

The 1xBet Support

Dear SlavSplav,

Thank you for waiting!

We've checked all the necessary information regarding your question. In order to proceed with the verification process, you need to follow the instruction in your personal account. The instruction from the Security Service contains all actual information on your situation

All the best,

The 1xBet Support

Hello.

You are requesting the same selfie you requested earlier!

I re-uploaded the picture.

I would also like to know why this request is repeated? Why wasn't the first selfie verified?

Good afternoon! I inform you that I have uploaded a new photo to my account at the request of the casino. All requirements of the 1xbet casino are met.

Dear SlavSplav,

Thank you for providing the additional information!

We kindly ask you to follow the instruction from the Security Service. According to the T&C each step of verification can take up to 72 hours. Please expect the notification in your personal account

If you will have any questions in the future - we are always in touch and ready to help you in any situation

All the best,

The 1xBet Support

Please accept our apology for the late response. Unfortunately, our colleague Andrej is unable to continue resolving this case due to an illness. Therefore, we will transfer your complaint to Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello SlavSplav.

Have you followed the casino instructions? Is there any new information about your case, please?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Goodnight!

I tried to select the date and time of the call in my account, but I get the error "Server error. Please try again later"

On 05/17/2022 at 19:10 I will contact the casino via Skype for verification.

Please, inform us about the outcome, I am extending the timer by 7 days.

Good afternoon, yesterday I passed verification in Skype. I ask the casino to report the verification result.

Good afternoon! I ask the casino to inform you if the verification of my account is completed? When can I use my money? Thanks to.

Dear SlavSplav,

Thank you for waiting!

We've sent a corresponding request to the Security Service regarding your question. As soon as we receive new information on your situation, we'll surely get back to you with an answer

All the best,

The 1xBet Support

Good afternoon! The casino security service requested the completion of a questionnaire. The questionnaire is completed and sent to the casino. I ask the casino to confirm receipt of the questionnaire and inform the timing of the verification. Thanks to.

Dear SlavSplav,

Thank you for your patience!

We've checked all the necessary information regarding your situation and received the response from the Security Service. In order to proceed with the verification process, you need to strictly follow the instruction from the Security Service

All the best,

The 1xBet Support

Good afternoon! When opening an account, a message appears that information about the results of the verification will be sent to my email.

As soon as I receive an email, I will inform you.

Hello there.

I am extending the timer by 7 days. Please, let us know when there is any new info.

Good afternoon! The casino support service informed about the need to fill out the questionnaire with my own hand and send the questionnaire to the address: Ukraine, Lviv, 79008, PO Box 856. The questionnaire I filled out was sent today by regular mail.

A photo of the completed application form and an envelope confirming the sending have been sent to jozef.k@casino.guru.

Dear 1xbet Casino team.

I confirm the player's statement, and I am extending the timer by 14 days. Please, inform us when you receive it.

Hello 1xBet, any updates?

Dear SlavSplav,

Thank you for your patience!

We've sent a corresponding request to the Security Service regarding your question. As soon as we receive new information on your situation, we'll surely get back to you with an answer

All the best,

The 1xBet Support

Hello! Dear 1xbet Casino, did you receive a message from the security service? Has my profile sent to you by mail been verified? when will access to my account and my money be restored?

Dear SlavSplav,

Thank you for your patience!

We've checked all the necessary information regarding your situation with the Security Service. The instruction in your personal account was updated. In order to proceed with the verification process you need to passed Skype verification. Please follow the instructions in your personal account strictly

If you'll have additional questions, you can contact us in any convenient way, we'll be sure to help you

All the best,

The 1xBet Support

Hello! Please note that on May 17, 2022, I already passed verification via Skype. I answered all the questions asked. When you enter your personal account, information appears that it is necessary to pass verification through Skype, but the date is May 29, 2022. I ask the casino to clearly indicate whether the verification of my account has been completed? Has the questionnaire sent by mail been checked? Can I get my $1700?

Dear 1xbet Casino team.

Thank you very much for your cooperation. Please, could you react?

Dear SlavSplav,

Thank you for your patience!

We've checked all the necessary information regarding your situation. We found out that you need to pass Skype verification once again. You are the one who decides the date and time of Skype verification. Please, contact the Security Service once again and agree on a time

All the best,

1xBet Support

Dear SlavSplav,

could you do it and inform us about the outcome?

Good afternoon! I inform you that today (June 30) I passed video verification, as required by the casino. I ask 1xbet casino to report the results. Can I get my $1,700 now?

Good afternoon! The casino completed the verification of my account and gave me the opportunity to receive my funds. Funds are credited to my payment wallet. Thank you for your help in resolving the dispute. Problem resolved. I have no complaints about the casino.

Dear SlavSplav,

Thank you for your feedback!

We are glad that your question was resolved. If you have any questions, we are always in touch and ready to help you in any situation

Best regards,

The 1xBet Support

Dear SlavSplav.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef