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I need help. I have been playing at 1xbet for about a year, and to date, I have never had any problems with deposits or withdrawals, perhaps because they were not excessively large sums. 2 weeks ago I deposited and won too much money playing blackjack. The problem is that I tried to withdraw all the money before I continued playing and lost everything, but the casino froze my account and I entered a verification state where they asked me for documents to validate my identity. I sent all the documents, including one where they asked me for a certificate signed by a psychologist proving that I am not addicted to gambling and to no one's surprise, they rejected it. I send messages to the security department and contact support, but it seems that I only talk to the wall because no one answers me clearly. I know that there are people who have gone through the same thing or are going through it and I would like to know what to do to try to solve this, some advice.

Necesito ayuda. Llevo aproximadamente un año jugando en 1xbet, hasta la fecha, nunca había tenido problemas con depósitos ni retiros, quizás porque no eran sumas excesivamente grandes. Hace 2 semanas deposite y gane demasiado dinero jugando a blackjack, El problema es que intenté retirar todo el dinero antes de que siga jugando y lo pierda todo, pero el casino me congelo la cuenta y entre en un estado de verificación donde me piden documentos para validar mi identidad. Envié todos los documentos, incluyendo uno donde me piden un certificado firmado por un psicólogo que demuestre que no tengo adicción al juego y para sorpresa de nadie, me lo rechazaron. Envío mensajes al departamento de seguridad y contacto con el soporte, pero parece que solo hablo con la pared porque nadie me responde de manera clara. Se que hay gente que ha pasado por lo mismo o está pasando por ello y me gustaría saber que hacer para tratar de solucionar esto, algún consejo.

Dear SebaAMV21,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are facing with 1xBet, especially regarding the verification process and lack of clear responses from their support team. Let’s try to understand the situation better.

Could you please clarify the following details?

• Before this issue, did you ever request your account to be blocked due to a gambling problem, or mention anything related to gambling addiction to the casino?
• If I understand correctly, you already lost all the winnings. What was your active balance at the moment the casino restricted your account?
• Have they provided a specific reason for rejecting your documents, especially the psychologist’s certificate?
• Could you forward all relevant communication, including emails or chat transcripts with the casino, to petronela.k@casino.guru? This will help us get a clearer picture of what happened.

Your cooperation is crucial in moving forward with this case and trying to find a resolution. The more details we have, the better we can assess the situation and determine the best course of action.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Good afternoon, thank you for the prompt response.

Clarifying your first point. No, I have never requested that my account be closed for any reason, much less for issues related to gambling addiction, since it is not something I suffer from and it is validated by a psychologist.

Second point. No, I have not lost any winnings. Maybe I am not explaining myself well, but after depositing and winning, I immediately tried to withdraw the money I won to avoid losing it if I continued playing, that is when the casino decided to freeze my account and enter verification status.

My last deposit was 500,000 CLP and my final balance thanks to the profits is 11,700,000 CLP. Balance that I still maintain.

Third point: After sending the document signed by the specialist (Psychologist), which included everything requested: Specialist's signature, medical center stamp and diagnosis (I am not addicted to gambling). The Security Department responded to me indicating that they could not accept the document, and that in case of misrepresenting or delivering fraudulent documents they had the right to close my account completely.

I want to clarify that everything I have sent is 100% legitimate, from my identification documents, such as the psychologist document. There is absolutely nothing that proves otherwise, therefore, there is no reason or argument that they can give me to reject my documents, much less without a clear explanation of why they reject them. Telling me that they simply cannot accept them is not, under any circumstances, an explanation.

As for your final request, I will send everything you need to the requested email.

Thank you very much in advance for your help.

Buenas tardes, gracias por la pronta respuesta.

Aclarando su primer punto. No, jamás he solicitado que mi cuenta se cerrase por ningún motivo, mucho menos por temas relacionados a la adicción al juego, ya que no es algo que padezca y esta validado por un psicólogo.

Segundo punto. No, no he perdido ninguna ganancia. Quizás no me explique bien, pero luego del depósito y haber ganado, inmediatamente intenté retirar el dinero ganado para evitar perderlo en el caso de continuar jugando, es ahi cuando el casino decide congelar mi cuenta y entrar en estado de verificación.

Mi último depósito fue de 500.000 CLP y mi saldo final gracias a las ganancias es de 11.700.000 CLP. Saldo que aún mantengo.

Tercer punto: Después de enviar el documento firmado por el especialista (Psicólogo), que incluía todo lo solicitado: Firma del especialista, sello de centro médico y diagnóstico (No tengo adicción al juego). El Departamento de seguridad me responde indicando que no pueden aceptar el documento, y que en caso de tergiversar o entregar documentos fraudulentos tenían el derecho de cerrar mi cuenta totalmente.

Quiero aclarar que todo lo que he enviado es 100% legítimo, desde mis documentos de identificación, como el documento de psicólogo. No hay absolutamente nada que demuestre lo contrario, por ende, no hay ninguna razón, ni argumentación que puedan darme para rechazar mis documentos, menos sin una explicación clara del porque los rechazan. Que me digan que simplemente no pueden aceptarlos, no es, bajo ninguna circunstancia, una explicación.

En cuanto a su petición final, le enviaré todo lo necesario al correo solicitado.

De antemano, muchas gracias por su ayuda.

Hi SebaAMV21,

Thank you for your detailed response. I appreciate the clarification.

Regarding the psychologist’s document, could you please forward the original, unedited version? The one I previously received appeared to have been modified, which may also be the reason why the casino refused to accept it. Ensuring that they have the unaltered document might help resolve this issue.

That being said, I still find it unusual that the casino requested such a document in the first place, especially if you never exhibited any signs of a gambling problem. I will follow up on this as well to understand their reasoning.

Looking forward to your response.

I will send it to him. Although I highly doubt that this is the reason for the rejection, since I sent the document to 1xbet without any edits, the original form, the one that the psychologist gave me.

If you look at the document carefully, you will notice that it contains absolutely everything that they could require for a verification process, other than that, I still don't understand the reason for rejecting it. I really hope you can give me some help, since 1xbet doesn't do it and the department stopped answering my messages until I sent them the documents they requested, documents that I have already sent more than 5 times, even so, they still don't accept them. I don't know what else to do.

Se lo enviaré. Aunque dudo mucho que esa sea la razón del rechazo, ya que el documento se lo envié a 1xbet sin ediciones, la forma original, la que me entrego el psicólogo.

Si revisa el documento bien, se dará cuenta que contiene absolutamente todo lo que podrían llegar a requerir para un proceso de verificación, fuera de eso, sigo sin entender la razón para rechazarlo. Realmente espero puedan brindarme algo de ayuda, ya que 1xbet no lo hace y el departamento dejo de responder mis mensajes hasta que le envié los documentos que me solicitaron, documentos que ya envié más de 5 veces, aún así, no me los aceptan. No se qué más hacer.

Thank you very much, SebaAMV21, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.v@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello SebaAMV21,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1xBet Casino LAT,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Player,

Thank you for contacting us. In order to escalate your case and inquire with the responsible department regarding your document verification, please provide us with your account number.

We look forward to your response and will assist you as soon as possible.

Best regards,

The 1xBet Team

Dear SebaAMV21,

Please proceed according to the casino's instructions.

Sure, my number is 675554375.

I would like to take this opportunity to mention that, these days, I have continued trying to contact the security department and since the last message from them, where they specified that they would not respond to my messages any more until I sent the requested documents, I have sent the document in 2 ways, the first was in digital format, since the psychologist sent it to me via email, then, I sent a photo of the original document (Physical document), however, they rejected it, since according to them, scanned copies are not accepted.

I clarify this point, since I don't know what else to do, I have sent the document in every possible way, it contains everything requested, but it seems that there is always some excuse on the part of the casino. This matter has been too much for me for more than 3 weeks, even so, I do not intend to let the casino get away with it.

Claro, mi número de es 675554375.

Aprovecho a mencionar que, en estos días, he seguido tratando de contactarme con el departamento de seguridad y desde el último mensaje de su parte, donde especificaban que no que me responderían más mis mensajes hasta que enviara los documentos solicitados, he enviado el documento de 2 maneras, la primera fue en formato digital, ya que el psicólogo me lo envió a través de correo electrónico, luego, envíe una foto del documento original (Documento físico), no obstante, me lo rechazaron, ya que según ellos no se aceptan copias escaneadas.

Aclaro este punto, puesto que no se qué más hacer, he enviado el documento de todas las formas posibles, contiene todo lo solicitado, pero parece ser que siempre hay alguna excusa por parte del casino. Este asunto me tiene demasiado agobiado desde hace más de 3 semanas, aún así, no pienso dejar que el casino se salga con la suya.

He also mentioned that the photo he sent to the department is of the original document, I don't know where they got that it is a scanned copy, it doesn't make any sense.

Mencionó también que la foto que envíe al departamento es del documento original, no se de donde sacaron que es una copia escaneada, no tiene ningún sentido.

Dear 1xBet Casino,

Can you give us an update on the situation?

Update: These days, I have continued to put pressure on the casino, I contact support, security department and all the sites where I can contact them to get information, but I only waste my time, it is more than evident the type of organization they have, they try to extend this process as much as possible in order to mentally exhaust the user and not allow him to withdraw his money. After several weeks, and resending more than 10 times and in different ways the document signed by the psychologist, now they tell me that the specialist's signature does not appear, even though it is clearly seen, in fact, it takes up a considerable space within the document. But that is not all, now they require that the document must also be issued by a psychiatrist and a psychotherapist. Does this make any sense? Why was this not communicated from the beginning? Why do they add new obstacles to the documents I send them week after week in order to not accept them? And why, when they have no way to reject it, do they add new requests and conditions that the certificate must contain to be validated? I am mentally tired already, I have done absolutely everything they have asked me, but there is always an excuse not to accept the document, or else they ask for more unnecessary documentation that makes no sense. Until when do they plan to extend this verification? What will they ask for next? Do they also require me to send them a certificate signed by the president?

The worst thing is that they don't even bother to respond.

Actualización: En estos días, he continuado con la presión al casino, me contacto con el soporte, departamento de seguridad y todos los sitios donde pueda comunicarme con ellos para obtener información, pero solo pierdo mi tiempo, es más que evidente el tipo de organización que tienen, tratan de extender este proceso lo más posible con el fin de agotar mentalmente al usuario y no permitirle retirar su dinero. Luego de varias semanas, y de reenviar más de 10 veces y de distintas maneras el documento firmado por el psicólogo, ahora me salen con que no aparece la firma del especialista, a pesar de que se ve claramente, es más, abarca un espacio considerable dentro del documento. Pero eso no es todo, ahora requieren que el documento también deba estar expedido por un psiquiatra y un psicoterapeuta. ¿Esto tiene algún sentido?, ¿Por que no se comunicó esto desde un inicio?, ¿Por que semana tras semana añaden nuevas trabas a los documentos que les envío con el fin de no aceptarlos?, ¿Y por qué cuando no tienen forma de rechazarlo, añaden nuevas peticiones y condiciones que deba contener el certificado para ser validado? Ya estoy mentalmente cansado, he hecho absolutamente todo lo que me han pedido, pero siempre hay una excusa para no aceptar el documento, o sino, piden más documentación innecesaria que no tiene ningún sentido. Hasta cuándo tendrán planeado extender está verificación?, que es lo próximo que pediran? Acaso también requieren que les envíe un certificado firmado por el presidente?

Lo peor es que ni siquiera se molestan en responder.

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.

Dear user,

We have requested an update regarding your case. We will let you know if there are any developments as soon as possible.

Best regards,

The 1XBET Team

Good afternoon. I would like to inform you that everything is now resolved and my account was verified. I am now free to withdraw my money. On the other hand, this does not mean that the way the casino operates in these processes is horrible, I spent weeks trying to pass the verification, sending original documents, photos, credentials, absolutely everything and they always rejected me without an apparent excuse. On the other hand, when you ask them for any kind of information or help, whether it be support, live chat or security department, none of them are available to help. On the one hand, support never answered a single email, which I think is a kind of mockery of the user by not showing any kind of interest in helping their users. As for live chat, they did not give me any help or information about it either, they only excused themselves by saying that they do not participate in these processes and that I should only contact the security department for any questions, but when I did, the department only responded with a scheduled message that did not provide any kind of information. Finally, even though I was able to pass verification, this process shouldn't have taken more than 1 week, but they still managed to extend it to almost 2 months. I hope that people take caution when depositing money at any casino without first verifying their account and, at the same time, that the casino changes its way of operating in these processes, it doesn't cost anything to offer a little more help.

Buenas tardes. Paso a informar que ya está todo resuelto y mi cuenta pudo ser verificada. Ya tengo libertad de poder retirar mi dinero. Por otro lado, esto no quiere decir que la forma de operar del casino en estos procesos es horrible, estuve semanas tratando de pasar la verificación, enviando documentos originales, fotos, credenciales, absolutamente todo y siempre me los rechazaban sin una excusa aparente. Por otro lado, cuando se les solicita algún tipo de información o ayuda, ya sea a soporte, chat en vivo o departamento de seguridad, ningún de ellos tiene la disponibilidad de ayudar. Por un lado, soporte nunca me respondió ni un solo correo, lo cual me parece que es un clase de burla al usuario al no mostrar ningun tipo de interés en ayudar a sus usuarios. En cuanto a chat en vivo, tampoco me dieron ayuda o información al respecto, solo se excusaban en que ellos no participan de estos procesos y que solo debería comunicarme con el departamento de seguridad para cualquier consulta, pero cuando lo hacía, el departamento solo me respondía con un mensaje programado que no aportaba ningún tipo de información. Finalmente, aunque pude pasar la verificación, este proceso no tendría porque durar más de 1 semana, pero aún así, lograron extenderlo casi más de 2 meses. Espero que la gente tome precaucion a la hora de depositar dinero en cualquier casino sin antes verificar su cuenta y, a la vez, que el casino cambie su manera de operar en estos procesos, no cuesta nada ofrecer un poco más de ayuda.

Dear SebaAMV21,

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, 

Michal V 

Casino.Guru