The player from Japan is facing delays with the KYC verification process after attempting to withdraw funds at 1xBet Casino two weeks ago. Despite submitting all required documents, she has not received any updates or communication from the security team, and support has only informed her that she is in a queue.
1xBet Casino - Player's withdrawal is delayed due to verification issues.
Amount: ¥210,000
1xBet Casino
Safety Index:Above averageSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
1d 9h 30m 7s
Case summary
5 days ago
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2 weeks ago
Translation
Two weeks ago, I tried to make my first withdrawal at 1xBet Casino and was prompted to complete the KYC verification. I submitted all the required documents, but I haven't received any response yet.
Since 14 days have passed, I contacted the support center, but they only informed me that I am in a queue and will be attended to soon.
I haven't received any communication from the security team either.
Additionally, I can't seem to get through to support on the phone, and I don't know what else to do. I would like to request your mediation.
Thank you.
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1 week ago
Dear yu26,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please list which documents you submitted for verification?
- Could you please share the communication between you and the casino made so far regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 week ago
Translation
The documents you submit will become your My Number national ID.
I am sending this regarding my correspondence with 1xbet's support center.
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1 week ago
Translation
I have been communicating with the 1xbet support for the above 7 cards for over 2 weeks, but there has been no progress.
Thank you?
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5 days ago
Hello yu26,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Casino Guru is examining the case
