The player from India had confronted a complicated verification procedure with 1xBet after depositing and winning. When the player attempted to withdraw the profits, the casino had requested various documents and, after their submission, had stated that his account was under verification for 180 days. Additionally, 1xBet's customer service had not been responsive and helpful. The player had also expressed frustration about the casino's accusation of him having multiple accounts and the request for his mother's documents because the phone number he used was registered under her name. Despite having provided all the requested documents, the issue had remained unresolved. We had informed the player that depositing from a third-party account was against the casino's terms and that the casino had the right to void winnings and block accounts based on this. We had also clarified that we handled complaints related to online casinos only and had limited insight into sports betting issues. Despite this, we had offered to contact the casino on the player's behalf.
1xBet Casino - Player’s winnings delay due to lengthy verification process.
Amount: 28,000 INR
1xBet Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
My gaming id is 594****7
I recently encountered a concerning situation with 1xbet, and I believe it's important to share my experience for the benefit of others. Initially, I used a payment scanner to deposit funds, with a friend making a payment of 1500 INR from his bank account. Surprisingly, despite any potential issues with third-party deposits, 1xbet allowed the amount to be credited to my account without any warning or restriction.
Encouraged by my initial success, I decided to play with larger amounts. I deposited 20,000 INR from my Paytm wallet and an additional 8,000 INR using the same method. After placing bets, I managed to accumulate a total profit of 900 INR.
However, when attempting to withdraw my winnings, I encountered unexpected hurdles. 1xbet requested various documents, including a document ID, an app screenshot displaying the operator's name, and my mother's document since the operator's number was associated with her. Subsequently, they asked for account statements for both my friend's 1500 INR deposit and my own account.
What raised my concern was the inconsistency in their approach. Why was I allowed to continue playing and depositing without issue when my friend initially deposited the funds? It only became problematic when I sought to withdraw profits.
The situation escalated when they asked for a photo holding my national ID, with visible emails from their correspondence, and a selfie. Following submission of these documents, they informed me that my account was under verification due to suspicious activity, and I would be unable to withdraw any funds for 180 days.
This extended timeline for investigation seems disproportionate, especially considering the nature of the verification process. I believe my experience raises questions about the transparency and fairness of 1xbet's practices, particularly when users attempt to withdraw profits after depositing significant amounts.
And now, they are not responding to my emails. Their customer service appears to lack proficiency and is marked by rudeness, displaying a deficiency in effective communication and issue resolution. The only directive provided is to wait and contact them again after 180 days. Does it genuinely make sense to endure a 180-day wait period?
I hope sharing this detailed account of my experience will help others make informed decisions and prompt 1xbet to reconsider their procedures for the benefit of their users.
Hello aryansinghkumaya,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1xBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you did play sports betting or casino games? Did the casino allow you to deposit even after seeing that the payment belong to your friend? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that depositing with a 3rd party method is strictly against the casino terms just as registering a phone number which does not belong to you. Based on your current description, the casino has every right to void any winnings and permanently block your account.
Looking forward to your answer.
Regards,
Nick
Dear Nick,
If there were conditions, why was I allowed to deposit from my friend's account, and why were the funds credited? It could have been rejected. The amount deposited from my friend's UPI was 1500 INR, and an additional 28k INR was deposited from my Paytm wallet. If they can't refund my winnings, they should at least return my deposited funds. What is the point of blocking the account for 180 days? Can't verification be completed within 72 hours, or at most, within one week? I was asked to share my mom's documents because the (SIM) I am using is associated with her name. Does it make sense to ask for her documents?
Despite sharing all the required documents, there has been no resolution so far. Additionally, I have been accused of having multiple accounts on their site. I have no knowledge of this allegation, and it might be related to my friend's account, who paid 1500 INR. If I were a scammer, I would not have provided all the requested documents.And yes there wasn't any winning from bonus all the money was real
This is the last time I spoke to the casino as you can see on the screenshot, and to clarify, I place
all my stakes on sports betting. I made that bet on the ICC World Cup final played between India and Australia. India was on the verge of losing that match, which is why I placed the entire amount on Australia
Hello aryansinghkumaya,
The casino has no information about what deposit method you use or who does it belong to. Until the verification is requested or done, they could not know if it was your payment or not.
Also as you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards,
Nick
