1xSlots Casino - Player’s withdrawal is delayed due to unresolved verification.

I submitted a withdrawal request on June 13, but it indicated that document verification was needed, and the funds were canceled. I contacted support for advice, and then submitted my identification to security@1xslot.com. However, there was no response afterward, so I reached out to live support again. They told me to wait as the account verification was still in process, so I waited, but the account verification was never completed.

Dear ray505,

Thank you very much for submitting your complaint. I’m 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, but it shouldn't take this long.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents 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,

Kristina

- Could you please tell me what documents you have already submitted and when exactly you last sent them?

→ Front and back of driver's license, June 16, 2024, 20:15 (Japan time)

-Have you submitted all the required documents in the correct format?

→After submitting the documents I provided in response to the first question, the document was still in the process of being verified even after some time had passed, so I thought that perhaps some necessary documents were missing or that the format was incorrect, so I contacted live support, but they replied that they were verifying my account and asked me to wait, so I decided that there was no problem for the time being, but I have not been able to contact them since.

Hello!

It's always a pleasure to help you, but could you please provide a bit more information about your situation?

We have confirmed that your profile is currently set to "Verification Status". This means that you will not be able to withdraw funds until your account verification is complete. This may have resulted in your funds being returned to your game account balance when you attempted to withdraw.

According to our specialist team, the only thing you sent us before was a photo of your ID card, which does not meet the requirements for identity verification. In addition, the security department did not respond to the subsequent emails. Perhaps your registered email address (outlook.jp domain) is affecting your email address, and you may not be able to receive emails from us. Such domains may not be able to receive messages from our platform.

Regarding this matter, the Security Department ( ) email address with a photo of your ID (national ID card, etc.) as shown in your profile. If possible, please use a gmail.com email address. This will ensure that you receive a reply from us. Also, please include your game account number (ID) in the email so that our specialist team can respond quickly.

Don't worry, we'll be happy to help you with any questions or problems you may have. Have a great day!

Hello!

I followed the instructions and was able to communicate with them.

Dear passengers, please provide us with a photo of you holding your ID or passport and a piece of paper with the following information:

- The old email address registered to your game account.

- The actual email address you want to use

- Please write "I confirm the data changes" next to your signature and the current date.

Photos should not be cropped or edited and all data should be perfectly clear and visible.

I thought I had submitted it, but

Please pay attention to the requirements of your security department, otherwise no further action can be taken.

I received a reply saying "I can't go any further than this." Since it's not my native language, I may not be able to understand it exactly, so could you please tell me the current status of the account verification?

Indeed, our security specialists have sent you a photo with the following information via email: We have informed you that you need to send it to.

✦ The previous email address registered to your game account

✦ The new email address you want to use from now on

✦ The phrase "I confirm the data changes", your signature and the current date

The photo must also show you holding your ID card or passport.

As of now, it appears that this information has not yet been sent.

Notes about photos:

✦ Please take photos in color and with good quality.

✦ Make sure the entire photo fits within the frame.

✦ Images should not be cropped or edited.

✦ All information must be complete, clear and verifiable.

After submitting your photos, please allow up to 72 hours for a reply from our expert staff via email. Please go with.

If you have any questions, please contact customer support.

Unfortunately, we cannot provide support in Japanese, but our operators will explain the details in detail in English and answer all your questions.

Have a great day!

I submitted the requested documents and they were approved.

next

✦Please provide us with a PC screenshot of your Jeton e-wallet that shows transactions related to your game account and owner data.

So I submitted it and it seems to have been approved without any problems.

Then further requests were made

✦ Please provide a photo (both sides) of the ID of the owner of this e-wallet.

I showed a photo of my e-wallet account page, but it seems it's not correct.

I'm not sure what to provide so please explain in detail.

Our security service noticed a discrepancy between the wallet owner's name and the information on the photo of the ID you provided, therefore we are again asking you to provide additional documents to verify your identity.

Please contact our security department ( ) and send us a photo of the necessary ID. If you have any questions or concerns, please be sure to let us know.

I'm curious as to which part is inconsistent

I'll continue to talk to the security department for now.

Great!

If you need any help, feel free to contact us via online chat or email ( ) to contact our support team.

We are always happy to help you. Have a great day!

Hello everyone,

Thank you both for your replies and cooperation.

ray505, please keep me updated, so we can proceed accordingly.

All account verification processes have been completed and funds have been withdrawn.

Thanks to the 1xSlots Casino team and Kristina for their support.

Dear ray505,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru