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Hello good evening, I want to lodge a complaint against the 1xbet casino, as I made a deposit and when I tried withdrawing it, they are asking for verification of documents. I sent them via email but haven't received a response yet. What's worse is I urgently need to withdraw the money I deposited. I also managed to earn some profits in the casino, and I don't know if they aren't responding due to these gains or what seems to be the issue. I know they told me they respond to emails in the order they are received, but it's already been over 3 days. If someone could assist me, please.

Hola buenas noches, quería hacer una queja al casino 1xbet, porque hice un depósito, quise retirar y al momento de hacerlo me pide verificación de documentos. Envié por mail pero todavía no obtengo una respuesta. Y encima la plata que deposite la necesito retirar urgente y su vez obtuve ganancia en el casino, y no se si no quieren responder por las ganancias o cuál es el problema. Se que me dijeron que contestan los mails de acuerdo a la llegada pero ya van más de 3 días. Si me podrían ayudar por favor

Dear lautarosoto11,

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.

• Could you please list which documents you have already provided?
• 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,

Tomas

Hello, very good, they asked me for a photo of the ID and I sent, then a selfie of the person, holding the ID and the message that they sent and I also sent. Thank you very much for responding quickly.

Hola muy buenas, me pidieron foto del DNI y mande, después una selfie de la persona, sosteniendo el DNI y el msj que ellos mandaron y también mandé. Muchas gracias por responder rápido.

Hello, I add information, from support they keep me answering this. The truth is that I don't know what to do anymore

Hola agrego información, desde soporte me viven respondiendo esto. La verdad que ya no se que hacer

Thank you for your message.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

If you have trouble taking the photo yourself, ask for the help of a friend or a family member.

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

Hello, yes I know that but the issue is that since February 3 I have sent the email, I have not received a response as to whether the selfie is good, or whether the documentation is good. I already sent everything and there is no response for anything

Hola buenas, si eso lo se pero el tema es que desde el 3 de febrero mando el mail, no recibo respuesta de si la selfie está bien, si la documentación está bien. Yo ya mandé todo y no hay respuesta de nada

Could you please share your more recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

I attach the requested documentation, you can see how I sent the emails and never received a response and the casino support only tells me that.

Adjunto documentación solicitada, se puede ver cómo mandé los mails y nunca recibí respuesta y el soporte del casino solamente me dice eso.

I attach more information that I am fighting and they don't want to give me the ball.

Adjunto mas información de que estoy peleando y no me quieren dar bola



Could you please advise if you filed the complaint in your name?

The name that appears to be in the document you submitted is different from the credentials with which you registered on Casino.Guru

Please be advised we don't deal with complaints submitted on behalf of a third party. Regrettably, we are unable to accept complaints submitted by individuals other than the affected player. In the event of any difficulties, it is necessary for the player to personally submit the complaint, as we are unable to engage in discussions or disclose personal information to unrelated parties.

No, it's a relative's account, but she didn't know where to complain about it.

No, es cuenta de un familiar, pero ella no sabía bien dónde quejarse por eso.

Thanks for the confirmation.

The complaint will be rejected due to the reasons mentioned above.

Please notify the player to file a complaint under their name. I apologize for the inconvenience.

Please do not hesitate to contact us if you run into issues with any online casino in the future.