1xSlots Casino - Player's account verification is delayed.

Hello, my account has been under verification for more than 15 days and your only response is this

"Your account is being verified. To speed up the identity verification process, write to us at security@1xslot.com."

I have sent more than 10 emails with different email addresses, as advised by the 1xslot team, but I have received no response and no solution, my money has been held for over 15 days without being able to do absolutely anything

Dear desoja,

Thank you very much for submitting this complaint. I am 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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

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

Hello Veronika,

Provide Argentine identity document, from both sides, the last shipment was on 05/07/24

I sent it as soon as they asked me, in a timely manner.

Thank you. Could you please specify what types of games you played? Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with the casino customer support?

Hello, different normal slot machines, the winnings are accumulated without bonuses, the last time I contacted the casino was 1 week ago

Thank you for the information. Before we proceed with your case, please forward me all the communication between you and the casino that could be relevant to our investigation. My email address is veronika.l@casino.guru.

I sent the information I have to your email, greetings

Thank you very much, desoja, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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.

Hello desoja,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite 1xSlots Casino’s representatives to join this discussion in order to resolve this issue.

Dear 1xSlots Casino,

Could you please provide an update on the status of the player’s verification process / withdrawal request?

Best Regards,

Jakub

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

and they are not going to respond, because the only thing they did was ban my permanent account, which they did let me withdraw the total amount of money, but they have no seriousness and no justification to ban my account, greetings.

DO NOT PLAY 1XSLOTS, IT'S A SHIT PLATFORM

Dear desoja,

I wanted to let you know that I have already contacted the casino's representatives outside of this thread, and they are currently investigating your case. I will keep you updated as soon as I receive any new information.

Good day, Kubo and desoja

I would like to inform that the account of the player was verified on 2nd June of 2024, and player successfully withdrew 194 267,000 ARS. However, player is banned from playing in our casino in a future. Player should also get notification about that beforehead.

Dear desoja,

Could you please confirm that your withdrawal has been successfully completed?

The withdrawal was completed as I said in my previous response, but the account was canceled for no reason.

Thank you for your confirmation, desoja.

Since you have received all of the active funds from your account, I must close this complaint as resolved. Unfortunately, we do not handle complaints regarding closed or blocked accounts. I understand this may not be the outcome you were hoping for, but we are unable to conduct any further investigation into this matter.

Thank you for your cooperation and patience, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help!

Best Regards,

Kubo