1xBet Casino - Player's withdrawal is delayed due to repetitive KYC requests.

Hello dear casino guru,

It's been a good time that I've been playing on 1xbet WITHOUT BONUS, I haven't passed the KYC verification.

I requested a simple withdrawal which was not approved because documents had to be sent.

I send my ID CARD a SELFIE my BANK CARD my BANK STATEMENT, everything he asks me, but I am answered with that Please provide us with a bank statement for this card.

We should be able to see the bank card number, signature and a bank stamp on the bank statement, holder's name, your transactions connected with your gaming account.

The statement can be provided in original printed form or PDF-format file.

So I sent the bank statement, that's where it gets stuck, I sent at least ten where we can really check all the information but they don't want to carry out the verification WITHOUT CLEAR EXPLANATION FROM THEM

I sent you also bank statement where its clear you can see my bank my name my adress my all..

I sent them everything they need we can't not check this account unless there is bad intention.

Dear wassimhalli, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

From the bank statement you sent me, there is no information about the bank card number, there is no signature, and no bank stamp. Could you please send a new bank statement to the casino where all this information is visible?

Do I understand correctly that all of your other identity documents have been approved by the casino?

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, 

Veronika

Unfortunately in the bank statements we do not see the bank card number but the bank account number which we call the RIB bank identity statement, even more I opened my banking application on my phone where we can see my card,

Regarding the signature, it is a PDF document which is withdrawn online very quickly it cannot be signed by someone and the bank logo is at the top

I am sending you here all the parts that I have provided so that we can go beyond this stage.

Do I understand correctly that all of your other identity documents have been approved by the casino?

YES

n addition I opened my banking application on my phone where you can see my card as I told you with the number 3294 of the card that they are asking for in addition you can see my first and last name very clearly, with all these documents they are supposed to check everything.

Check it by your self please

​And also they dont answer to my mails anymore, if we can invite 1xbet representative ill be grateful

Thanks dear team

An update on the story:

They no longer respond to my emails

1xbet wanted me to send the bank statement for June 2023 because there is proof of payment on the site by this card, I am sending it to you here

06/26/2023 PURCHASE BY CARD N:5487XX3294 ON 06/26/23

MNT: 10.96(USD) AT SHOPPYFERS IN JIZZA

This is a deposit made at 1xbet.

​

Thank you very much, wassimhalli, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 in the near future.

Thanks dear team, hope we solved the problem as soon as possible

Hi wassimhalli,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite 1xBet Casino to join this conversation and participate in the investigation. Can you please provide us with any reasons for the delay in the completion of the KYC procedure which caused the problem with the withdrawal request for the player?

Thank you.

Best regards,

Tomas

Casino.Guru

All the documents have been sent many times, to try to move forward, I am told to send the documents to the security service, they do not respond to emails but I am asked to resend.. and it repeats

Hello, wassimhalli!

Would you please provide us with your numerical gaming ID so that we could look into this for your more thoroughly?

Best regards,

The 1xBet Team

Dear wassimhalli,

Can you please provide the casino with your gaming ID? So they can investigate further. Thank you.

Dear 1xBet Casino,

Can you please provide an update on the matter? Thank you.

As you can see, I still get the same responses from the live chat that we have to wait, the documents have been sent 35,000 times but they won't cooperate so I can check the account. The mails are also ignored

Ashamed

​

Dear Everyone,

As per the Security Department, the user is still yet to provide the selfie with the specifications, provided to them, which was asked to provide over three days ago at the moment

Best regards,

The 1xBet Team

The photos are really clear now. please verify it dear team

Hello wassimhalli,

Did you also send these pictures to the casino? So they can provide us with an answer. I'm afraid it won't work if it's just here in the thread. However, my opinion is that the ID seems to be too blurry when you zoom in. Perhaps this may be causing the problem. But let's solve the case step by step.

Thanks to CEG curacao egaming dispute i solved the problems with a bad casino 1xbet, they re not helpful i dont recommand these casino.

nice day and we close the complaint

Dear all,

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

Kind regards,

Tomas

Casino.Guru