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Complaint against 1xBet – Prolonged verification and held balance

My 1xBet account was created on 31/07/2024 and currently has an approximate balance of S/38,500.

The problem started on June 28, 2026, when I tried to withdraw funds and the withdrawal was rejected. 1xBet's Security Department initiated a verification process and requested my ID, bank statement, a selfie with my ID, and other documentation. I submitted all the requested documents.

The last substantial communication from 1xBet was on July 24, 2026. Since then, they have only told me to wait for an email response. I have requested updates several times, approximately every three or four days, but I have not received a resolution or an explanation as to when the verification will be completed.

During this process, 1xBet allowed me to continue depositing and betting, without informing me that I should stop using the account. I even made an additional deposit of approximately S/8,000, and subsequently my balance reached approximately S/38,500.

On 15/08/2026 my balance was approximately S/38,500 after placing a bet of S/4,900.

I am willing to cooperate with any legitimate verification and have already provided the requested documents. My concern is that I have approximately S/38,500 in the account while the verification has been pending for almost two months.

I am requesting Casino Guru's help to contact 1xBet and get a concrete answer regarding:

The status and reason for the delay in my verification.

If there are any pending documents.

The reason for the rejection of my initial withdrawal.

Which entity currently manages my account and funds?

What do I need to do to withdraw my balance?

1xBet Account: 944713253

Case/withdrawal: #935702311

Approximate balance: S/38,500

Verification start date: 28/06/2026

Last substantial communication: 24/07/2026

Queja contra 1xBet – Verificación prolongada y saldo retenido

Mi cuenta de 1xBet fue creada el 31/07/2024 y actualmente tiene un saldo aproximado de S/38,500.

El problema comenzó el 28/06/2026, cuando intenté retirar fondos y el retiro fue rechazado. El Departamento de Seguridad de 1xBet inició una verificación y me solicitó DNI, estado de cuenta, selfie con mi documento y otras comprobaciones. Entregué toda la documentación solicitada.

La última comunicación sustancial de 1xBet fue el 24/07/2026. Desde entonces únicamente me indican que debo esperar una comunicación por correo. He solicitado actualizaciones varias veces, aproximadamente cada 3 o 4 días, pero no he recibido una resolución ni una explicación sobre cuándo finalizará la verificación.

Durante este proceso, 1xBet me permitió seguir depositando y apostando, sin informarme de que debía dejar de utilizar la cuenta. Llegué a realizar un depósito adicional de aproximadamente S/8,000 y posteriormente mi saldo llegó a aproximadamente S/38,500.

El 15/08/2026 mi saldo era aproximadamente S/38,500 después de realizar una apuesta de S/4,900.

Estoy dispuesto a colaborar con cualquier verificación legítima y ya he proporcionado los documentos solicitados. Mi preocupación es que tengo aproximadamente S/38,500 en la cuenta mientras la verificación permanece pendiente desde hace casi dos meses.

Solicito la ayuda de Casino Guru para contactar con 1xBet y obtener una respuesta concreta sobre:

El estado y motivo de la demora de mi verificación.

Si existe algún documento pendiente.

El motivo del rechazo de mi retiro inicial.

Qué entidad administra actualmente mi cuenta y fondos.

Qué debo hacer para poder retirar mi saldo.

Cuenta 1xBet: 944713253

Caso/retiro: #935702311

Saldo aproximado: S/38,500

Inicio de verificación: 28/06/2026

Última comunicación sustancial: 24/07/2026

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.

Hello,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila

I sent a photo of both sides of my ID, a bank statement, a PDF bank statement with the bank's stamp, a selfie with my face and ID, a screenshot of my device with my 1xbet profile open, and answered the question about whether I have any relationship with a third party. This was on July 24th, and I provided the required documents as soon as possible and in the correct format.

He enviado la foto de mi Documento de identidad en ambas caras, estado de cuenta, extracto bancario en formato PDF con sello del banco, selfi con mi rostro más mi documento de identidad más mi dispositivo con mi perfil de 1xbet abierto y responder a la pregunta si tengo alguna relación con una persona tercera. Este último fue el 24 de Julio y si he proporcionado los documentos requeridos lo antes posible y en el formato correcto.

I would like to add that my account is registered on the global/international version and not on the 1xbet.pe version.

Quisiera agregar que mi cuenta está registrada en la versión global/internacional y no en la versión de 1xbet.pe

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello, I sent the communication with the casino to the email address attila.g@casino.guru

Hola, les envié la comunicación con el casino al correo attila.g@casino.guru 

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Any help with my case?

Hola,

Alguna ayuda con mi caso?.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Jonathan2,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from 1xBet Casino PE to join this conversation. Their input should help us move the case forward more efficiently.

Dear 1xBet Casino PE,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel