1xSlots Casino - Player’s prolonged ID verification resulted in expired winnings.

Suddenly, gameplay and withdrawal applications are no longer possible. When I inquired, I was told that I needed to verify my identity and sent the documents instructed to my email.

However, it has been more than 3 weeks since then and I still have not been approved. I have already sent more than 20 emails to check the status, but the only reply I get is "All requests are processed in turn. Please wait, you will get a notification.

Also, while waiting for identification, my tournament prize money, worth 1000 euros, expired at the expiration date.

I would like to request that this prize money be made up as well.

casino guru,please help me.

Dear leon0618,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 1xSlots Casino. 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?

When was the last time you received any reply from the casino regarding your verification? Have any of your documents been approved?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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

All the documents I have submitted so far are IDs and documents that show my address.

The only thing we were asked to submit this time was a screenshot with the Payz account number. It was submitted via email on Wednesday, January 3.

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

Yes, I sent them with the images in the correct format 7 minutes after receiving the email from the casino.

When was the last time you received any reply from the casino regarding your verification?

I have not received any notification regarding the approval of my documents so far.

Of course none of your documents have been approved.

I have not received a single request for additional documents or any notification of any problems.

I just received an email stating that the withdrawal is now available.

This indicates that your identification documents have been completed.

However, there is still a problem.

My tournament winnings of 1000 euros have been forfeited because they were restricted for more than 3 weeks. This should be made up.

Could you please specify what kind of tournament you attended? Was it a free tournament or did you have to make a deposit? Ideally, please send me the screenshot or the name of the tournament here.

https://1xslot.com/en/bonus/casino/new-years-fairy-tale

free tournament

Thank you. Could you please forward me the entire communication between you and the casino regarding the delays in your verification?

There have been over 20 exchanges, most of them with the same reply text.

Also, as I sent 4 days ago, the authorization was completed and the withdrawal was successful.

The only remaining issue is in regards to tournament winnings.

Do you have any evidence that you won a place in the tournament? Please send me the link to the leaderboard or the email informing you that you are eligible for the €1000 winnings.

Please share your email address with me

I apologize, my email address is veronika.l@casino.guru.

Sent with two images attached.

Evidence of Tournament Winners

Proof of prize money awarded and expired

Please note that I received a response that my account at 1xslot is "not entitled to receive any further bonuses".

Thank you very much, leon0618, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, leon0618,

I will contact the casino and try my best to resolve the issue as soon as possible. So, now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear 1xSlots Casino team,

Could you please provide us with an explanation of the player's situation? Can you confirm that his account was fully verified? Why was he not credited with the prize from the tournament in question?

Is it possible to restore the prize to which he should have been entitled? Or, is there any justified reason why he has not received the prize?

Thank you in advance for providing the information.

Hello!

Sure, this player was excluded from the tournament due to abuse. We are sorry for any inconvenience. In this situation, compensation can't be provided to him.

Tournament clarification: tickets were issued for deposits. This player deposited and immediately withdrew funds and deposited right after. Since our deposit wager is only 0.5, this type of cheating won't be particularly difficult.

"Since our deposit wager is only 0.5"

I am not sure I understand this point.

It is true that we repeatedly made deposits in order to earn tournament points more efficiently. This is the only way anyone could think of.

However, as stated in the Terms and Conditions, it is impossible to request a withdrawal if the wager is less than 1.1x.

Therefore, each time I made a bet of more than 1.1x the amount of my deposit.

I have no complaints about tournament exclusions as they are decided at the casino's discretion. However, the tournament winnings that I won before the exclusion were awarded correctly.

The problem is what happened next.

Due to an excessive account restriction period for account verification, tournament winnings have reached their expiration date.

A few weeks after the expiration date expired and the bonus expired, we received notice that our account had been reactivated and that we were excluded from the tournament.

It is possible that the expiration of the prize money was due to a problem caused by an excessive account restriction period, which was intentionally stretched by the casino.

Tournament winnings should be made up.

Translated with DeepL.com (free version)

Dear leon0618,

Clause 3.2 specifies that wagering for deposit is 0.5 of the deposit amount. It’s not entirely clear to me which 1.1 you are talking about.

It was clearly written in the rules of the tournament: in the event of an established fact of attempted fraudulent actions or violation of the rules, the company reserves the right to refuse participation in the promotion.

In relation to this tournament, you were excluded from the participants due to an identified abuse. In accordance with this decision, the prize money has been forfeited and this decision is final, without the possibility of further discussion.

I was wrong about the wagering requirements.

I have no choice but to give up tournament prize there is no point in further exchanges.

To the user who saw this conversation

Please decide for yourself whether or not you will use this casino in the future.

Thank you both for your replies and clarification.

Based on the information and details above, I am closing the complaint as unjustified due to a breach of the casino's rules/bonus rules and gaining an unfair advantage by the way described (abuse).

The casino acted correctly and in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, leon0618, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, 1xSlots Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru