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I have been using 1xBet since 2017 and have never experienced any problem with the website or my account before this situation. I have always been able to use my account normally and make withdrawals without any issue.

I am currently unable to access my account because I no longer have access to the old phone number linked to it. As a result, I cannot receive the SMS verification code required to log in.

I contacted 1xBet support several times by email and live chat to request a manual change of my phone number. I provided all the documents requested, including photos of my identity document, a selfie, proof of my new phone number, and receipts for my most recent transactions.

A support agent named Michael first asked me to provide proof of my last deposit and withdrawal. I provided the requested transaction information and receipts. Later, another support agent named Daniel asked me to provide a screenshot from my mobile provider’s application or a PDF contract showing my full name and surname and proving that the new phone number belongs to me. I sent this document as requested.

Despite providing all the requested documents and following the instructions from the support team, my phone number has still not been changed and I have not received a final solution. I have also sent several follow-up emails, but the responses have been delayed or I have received no further response.

I currently have approximately 70 EUR remaining in my 1xBet account. Because I cannot log in, I cannot use the account or withdraw my balance. I am not trying to continue using the account if access cannot be restored; I simply want either:

1. The phone number on my account to be manually changed so that I can regain access; or

2. My remaining balance of approximately 70 EUR to be withdrawn after completing any identity verification required by 1xBet.

I have never had any previous problem with 1xBet since registering in 2017. I am asking for assistance because I have completed the verification steps requested by the operator, but I still cannot access my account or recover my remaining balance.

I can provide the complete email correspondence and all supporting documents if necessary.

Please note that I live in metropolitan France, but France is not available in the country selection list.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted your phone operator and requested recovery of your phone number if at all possible?
• Have you provided a selfie in good quality to the casino as the support requested?
• Has the casino outright refused to change the phone number related to your account?

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

Best regards,

Tomas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear skulljoker,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas