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The casino is preventing me from withdrawing money because they apparently need to verify that the card associated with my account belongs to me. That said, I was transferred via email to the Security department where they requested specific documents (INE [National Electoral Institute ID], CURP [Mexican National ID], bank statement for the associated card), which I provided promptly.

Even with the shared documents, the aforementioned department mentions that it is necessary to send a statement of account from my bank that issued the associated card corresponding to the period where the transactions were made to my 1XBet account. I sent said document in PDF format where, clearly on pages 4 and 5, the SPEI transactions to my 1XBet account can be seen clearly and legibly.

Despite sending these documents, the department in question refuses to send a clear response, the last communication being a message that mentions: "Please pay attention to the requirements of the Security Department, otherwise it will be impossible to carry out further actions."

El casino me está prohibiendo retirar dinero debido a que aparentemente necesitan verificar que la tarjeta asociada a mi cuenta me pertenece. Dicho eso, vía correo electrónico fui trasladado al departamento de Seguridad donde se solicitaron documentos puntuales (INE, CURP, Estado de Cuenta de la Tarjeta Asociada), mismos que compartí en tiempo y forma.

Aún con los documentos compartidos, el Dpto. mencionado menciona que es necesario enviar un Estado de Cuenta de mi Banco emisor de la tarjeta asociada correspondientes al periodo donde se efectuaron las transacciones a mi cuenta de 1XBet, envi´é dicho documento en formato PDF donde claramente en las páginas 4 y 5 consecuentemente, se pueden ver de forma clara y legible las transacciones por SPEI a mi cuenta 1XBet.

A pesar de enviar dichos documentos, el Dpto. en cuestión se niega a enviar respuesta clara, siendo la última comunicación un mensaje que menciona: "Por favor, preste atención a los requisitos del Departamento de Seguridad, de lo contrario será imposible realizar otras acciones."

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear brandonn_21,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

• Have you made any successful withdrawals in the past, please?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Yes, I made successful withdrawals on the platform with my account and the same card a couple of weeks before this problem arose. I sent my requested documents in PDF format, as the security team requested via email. The verification process, including all the information the casino requested and my email responses throughout the process, began on April 29, 2025. The security team's communication ended on May 20, 2025, with their final statement: "Please pay attention to the Security Department's requirements; otherwise, it will be impossible to take further action." This occurred despite the fact that I sent the requested documents in the required format, on time and correctly.

Si, he efectuado retiros exitosos en la plataforma con mi cuenta, misma tarjeta un par de semanas antes de que existiera esta problemática. Mandé mis documentos solicitados en formato PDF tal como el equipo de seguridad solicitó por correo. El inicio de la verificación con todo lo que solicitó el casino, así como mis respuestas vía correo durante el proceso comenzaron el día 29 de Abril del 2025, finalizando la comunicación el 20 de Mayo del 2025 por parte del equipo de seguridad, donde argumentaban de forma final "Por favor, preste atención a los requisitos del Departamento de Seguridad, de lo contrario será imposible realizar otras acciones." a pesar de que envié los documentos solicitados, en formato solicitado, en tiempo y forma.

Dear brandonn_21,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I confirm sending evidence of communication with the casino mentioned; I sent the email a moment ago.

I await your response.

Confirmo de envío de evidencias de comunicación con el casino mencionado, he enviado el correo hace un momento.

Quedo atento a respuesta.

Dear brandonn_21,

thank you for your reply and email.

Could you please clarify what date you had your last communication with casino?

Looking forward to your reply,

Katarina

Good afternoon, with pleasure.

My last communication with the Casino was on Tuesday, May 20, 2025, via email. In that communication, the review team denied the evidence I had submitted and stated that it was impossible to continue the process without me sending what they requested.

Buena tarde, con gusto.

La última comunicaci´on que tuve con el Casino fue el día Martes 20 de Mayo del 2025 vía correo electrónico. En dicha comunicación el equipo de revisión me denegó las evidencias enviadas, y mencionaron que era imposible continuar con el proceso si no enviaba lo que solicitaban.

Dear brandonn_21,

thank you for your reply and your patience during this busy Holiday season.

I have carefully reviewed the evidence you kindly provided. Unfortunately, as this case dates back more than six months, I am concerned that we may not be able to assist you effectively. As the records indicate, the casino last communication with you was on May 20th, while your complaint was submitted on November 24th. As a result, this falls outside the timeframe we are able to mediate.

We sincerely regret that we are unable to support you in this instance. Due to the length of time that has passed since the incident, it is no longer feasible for us to investigate thoroughly. Our policy requires that cases be addressed within a defined period, as reconstructing an accurate timeline and gathering reliable evidence becomes increasingly difficult beyond that window.

We truly understand that this may be disappointing, and we empathize with your situation.

All the best,

Katarina