1xBet Casino PE - Pelaaja ei ole vielä saanut voittojaan.

Dear CasinoGuru Resolution Team,

I am bringing this case before you to denounce a clear violation of the principles of fair play and transparency by 1xBet. They are currently holding 12,000 PEN from my account through the abusive and unjustified use of the Know Your Customer (KYC) verification process.

The Facts:

Legitimate Winnings: After a series of successful sports bets, fully compliant with the platform's terms and conditions, my balance reached 12,000 PEN.

Block and Request: When trying to withdraw my funds, the system blocked my transaction and the security team ( security-en@1xbet-team.com ) requested that I send my National Identity Document (DNI) to verify my account.

Immediate Compliance: I immediately sent the photographs of my electronic ID card, updated and in high resolution, strictly complying with your requirements.

Failure to Meet Deadlines: The casino established an official maximum deadline of 72 hours to process this documentation. That deadline has now been fully met.

The Wear-Out Tactic: Since the deadline expired, 1xBet's behavior has gone from negligent to openly predatory:

I have sent multiple emails requesting an update; all of them are ignored by the security team.

The live customer service lacks the tools to help. In my last interaction, the operator literally confessed that the security team wasn't responding to them either, and asked me to "come back later."

This is a textbook method for frustrating profitable players. By endlessly prolonging a verification process that should take minutes, they aim to create psychological fatigue in the hope that the user will gamble and lose their held funds.

Attachments for Mediation: I have uploaded to this complaint all the evidence that destroys any excuse from the casino:

Screenshots of my current balance (12,000 PEN).

Betting history that demonstrates fair play.

The original email with the submission of my document.

The screenshot of the chat where support admits the ineffectiveness of its own security department after the 72-hour deadline.

I request your immediate intervention to compel 1xBet to cease these delaying tactics, finalize the verification of my document, and release my funds. The money was earned fairly, and I demand that the same integrity be applied.

Estimado equipo de resolución de CasinoGuru,

Presento este caso ante ustedes para denunciar una clara violación a los principios de juego justo y transparencia por parte de 1xBet. Actualmente mantienen secuestrados 12,000 PEN de mi cuenta mediante el uso abusivo e injustificado del proceso de verificación (KYC).

Los Hechos:

Ganancias Legítimas: Tras una serie de apuestas deportivas exitosas y completamente apegadas a los términos y condiciones de la plataforma, mi saldo alcanzó los 12,000 PEN.

Bloqueo y Solicitud: Al intentar retirar mis fondos, el sistema bloqueó mi transacción y el equipo de seguridad (security-en@1xbet-team.com) me solicitó el envío de mi Documento Nacional de Identidad (DNI) para verificar mi cuenta.

Cumplimiento Inmediato: Envié de manera inmediata las fotografías de mi DNI electrónico, actualizado y en alta resolución, cumpliendo estrictamente con sus exigencias.

Incumplimiento de Plazos: El casino estableció un plazo máximo y oficial de 72 horas para procesar esta documentación. Ese plazo ya se ha cumplido en su totalidad.

La Táctica de Desgaste: Desde el vencimiento del plazo, el comportamiento de 1xBet ha pasado de ser negligente a ser abiertamente predatorio:

He enviado múltiples correos solicitando actualización; todos son ignorados por el equipo de seguridad.

El servicio de atención al cliente en vivo carece de herramientas para ayudar. En mi última interacción, el propio operador confesó literalmente que el equipo de seguridad no les responde a ellos tampoco, y me pidió que "regresara más tarde".

Esta es una metodología de manual para frustrar a los jugadores rentables. Al alargar infinitamente un proceso de verificación que debería tomar minutos, buscan crear fatiga psicológica con la esperanza de que el usuario apueste y pierda el saldo retenido.

Archivos Adjuntos para la Mediación: He subido a esta queja toda la evidencia que destruye cualquier excusa del casino:

Capturas de pantalla de mi saldo actual (12,000 PEN).

Historial de apuestas que demuestra un juego limpio.

El correo original con el envío de mi documento.

La captura del chat donde el soporte admite la inoperancia de su propio departamento de seguridad tras el vencimiento de las 72 horas.

Solicito su intervención inmediata para obligar a 1xBet a cesar estas prácticas dilatorias, finalizar la verificación de mi documento y liberar mis fondos. El dinero fue ganado limpiamente y exijo que se actúe con la misma rectitud.

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 RodrigoHub,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear RodrigoHub,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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

Dear RodrigoHub,

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,

Karla