1xBet Casino MX - Pelaajan varat takavarikoidaan vahvistusongelmien vuoksi.

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 Luis668,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing.

To better understand the situation, could you please confirm the following:

• Are you currently able to log in to your account?
• Could you please let me know whether you have provided any additional verification documents and, if so, the exact date when you submitted the last one?
• Did you provide all the required documents as soon as possible and in the correct format?
• When did you submit your medical certificate to 1xBet for the first time?

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

Best regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Petra,

Thank you for your response and for reviewing my complaint. I appreciate your assistance.

Please find my answers below:

Account access

Yes, I am currently able to log in to my 1xBet account. However, my funds remain blocked and withdrawals are not permitted.

Additional verification documents

Yes. I have submitted all documents requested by 1xBet. The most recent submission was made on [2026年1月7日].

Format and completeness of documents

All documents were submitted promptly and in the exact format requested by 1xBet. I followed their instructions carefully and fully complied with all stated requirements.

Initial submission of medical certificate

I first submitted the medical (non-gambling addiction) certificate on [2025年12月20日].

I would like to emphasize an important point for clarity:

1xBet explicitly stated that the only way to resolve this issue was to submit the required document(s). I have done so in full. Despite this, my account remains restricted, and I have received changing and inconsistent reasons for rejection, without any clear or achievable final requirement.

In my view, this represents a situation where compliance has been met, yet funds continue to be withheld. I am fully willing to cooperate, but I respectfully believe the issue now lies with 1xBet’s handling of the case rather than with missing documentation.

Thank you again for your time. I look forward to your further review and a fair resolution of this matter.

Kind regards,

Luis678

I went to three hospitals to obtain this certificate, but they all refused to give me any reason.

Fui a tres hospitales para obtener este certificado, pero todos se negaron a darme ninguna razón.

Sorry, my previous translation might have been inaccurate. I'm now answering your four questions again: 1. I can currently log into my account. 2. I provided one identity document, my permanent residency in Mexico, and three certificates of no gambling addiction (pictured above). The last no-gambling-addiction report was submitted on January 7, 2026. 3. I submitted the required documents as quickly and correctly as possible. 4. I first submitted my medical certificate to 1xbet at noon on December 22nd.

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

Dear Luis668,

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,

Petra