1xBet Casino - Player struggles with passport verification process.

I am the player with ID number 39161101.

Email conversation #61705222

In the past, I entered my passport, which was active at that time, to update my ID information. When I requested a withdrawal today, I was asked for my documents. I told the person in the security unit that my passport was old. Despite this, I sent a photo of my old passport and a photo of my new passport. Claiming that the photos were not clear, I was also asked to take a selfie with my old passport, my face, and the security team's e-mails. My old passport is not officially active and I do not have it with me now. Even though I was patient with all this, I sent a photo of my face and e-mails with my new passport. My photo was said to be of poor quality, so I sent it again. was requested again. I sent it again, and although I took the photo directly from my phone and sent it, I was told to send it without using an editor. Despite my efforts to verify myself, the security team still insists on not verifying my documents. Please have someone more competent solve my problem.

Hello Utgplus16,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

The verification process started yesterday at 13:13. The document registered in my account was my old passport. When asked for verification, I first sent my ID card and then the photo of my new passport. Later, when I learned that my old passport was registered, I learned that my old passport had been sent. Then the official asked me to take a selfie with my old passport. My old passport is not there now, my old passport is not officially active, so I took a selfie with my new passport. Then, when this transaction was not accepted, I was persistently asked for my old passport, even though I stated that I wanted to update my information with my active and current passport or ID. Finally, today at 06:40 in the morning, I received an e-mail from the official. If you wish, I can forward all your e-mails to you. Thanks for your help.

Hello Utgplus16,

Please forward the communication to nikolas.b@casino.guru and keep in mind that the casino is still within a reasonable time frame for the verification.

Hello Nick,

I sent a mail.

Thank you!

Hello Utgplus16,

Thank you for the e-mail provided. I would like to point out that as the old passport was forwarded only 3 days ago, I would definitely recommend to wait at least a week for the casino to finish the verification process.

Please let us know in case of any udpate.

Dear Utgplus16,

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.