1xBet Casino - Player's withdrawal is delayed due to verification issues.

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.

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

The documents you submit will become your My Number national ID.

I am sending this regarding my correspondence with 1xbet's support center.





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?

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

I can see from the transcript the casino asked you for a bank statement.

Could you please confirm you provided it to the casino? Could you please specify when you submitted the bank statement to the casino? Was it accepted?

Dear yu26,

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.

Thank you very much, yu26, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi yu26,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1xBet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please, specify if you have received all the player's documents to conduct verification or if something's been missing.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Hello! Dear yu26,

For more information on verification, please provide us with your gaming ID(account number). We'll check the information and back to you with the answer.

Best regards,

1xBet Support Team

Thank you for the fast reply, 1xBet Casino.

Dear yu26, please, share your gaming ID so that the casino representative can start investigating your issue.

Thank you, yu26, for providing your gaming ID.

Dear 1xBet Casino, please, check the ID number and let us know about any further developments of the investigation.

Dear yu26,

Could you confirm if you've requested an update on your case via live chat in the past few days? Since the security department, which handles cases like yours, is already working on it, there should generally be a response or a request for additional documentation, depending on the case specifics. 

Thank you for your attention, and we remain at your disposal.

Best regards,  

1xBet Support Team

Dear yu26, please let us know if you have received any information from the casino support via email.

The email I am currently receiving seems to be about submitting identity verification documents to change my email address, but I have not received any contact from the casino since sending it on 10/26. I would like to have a smooth exchange between us, so I would like a quick response. Thank you in advance.

Dear yu26, can you please specify what additional documentation was requested from you and what you sent to the casino support?

The casino will ask you to provide proof of identity.

I also sent my identification documents (national ID and sports license) to support.

It's been two months since I requested the withdrawal.

Please request security to take immediate action.

Dear 1xBet, could you please check the status of the player's verification or ask the security department for updates?

Hello Yu26 Please send all documents and payment confirmations to the Security Department at **security@1xbet-team.com**. Be sure to include your account ID **961636855** and provide a detailed description of the issue, including the date and amount of the deposit.

Dear yu26, could you please forward to me (natalia.b@casino.guru) your reply to the security department's email so that we know you have provided the information as requested?

I have been asked for receipts for utility bills, but I have already submitted a lot of documents containing personal information, and my family members are also paying for them, so I have nothing more to submit.

Dear yu26,  have you received any updates from security@1xbet-team.com?

Would you mind sending me the documentation you provided for KYC for our internal analysis, too? My email is natalia.b@casino.guru. Thank you.

Dear yu26,

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.

I have not heard anything from Onebybet.

I don't have any documents to provide, so what else can I do?

Dear Yu26, could you please send me the documents and payment confirmation you provided to 1xBet for verification? My email is natalia.b@casino.guru.