1xBet Casino - Player's winnings have been blocked by casino.

Hello Dear Guru, my account have been locked with 1xbet,they asked me some documents such as my ID card, some screenshots and my picture holding the id card,I've provided everything,but since weeks after providing everything they asked,they stopped replying to me ,all my attempts to reach them are infructuous,they are not replying to any of my emails and I couldn't have access to my balance of 3500$ in my account,please help me, please note that I didn't use any bonus,I played casinos games et play some bets

Dear Athanase229,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you successfully passed the KYC verification? When exactly did you send your documents for verification?

Do I understand correctly that your account is currently blocked? Have you received any email from the casino explaining if the blockage is just temporary, or if you were blocked permanently?

When was the last time you communicated with customer support?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

We started the KYC verification and I provided with every document they asked,I sent all the documents since 4days , suddenly they stopped replying to me without explanation, I've sent more than 30 msgs without answers so I can't really know what is the decision,at least they should give me an explanation and let me withdraw my balance, so am just I just In a situation where i sent them documents for verification since a week but they choosed to not reply me

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.

Please provide the specific date when you sent your documents for verification. Has there been any progress from the casino's side yet?

Dear Athanase229,

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.