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Main Theme:

I am unable to withdraw the pure assets (bonus not used) in my 1xbet account, so please help me to be able to withdraw them.

It has been a week since I tried to withdraw on February 13, but there is no prospect of 1xbet completing the identity verification. 1xbet's response was that they do not know when the process will be completed.

background:

On February 13th, I charged 9,999 TRX (cryptocurrency) to my 1xbet account, and the equivalent of 363,557 yen was credited to my 1xbet account balance.

I placed several sports bets (basketball scores high/low) and won and lost several times, but my balance came to 770,000 yen.

When I tried to withdraw using the same method as the deposit (TRX, virtual currency)

"Withdrawal request (failed)"

I can't withdraw money because of this message.

"We need to verify your identity. Please contact security services."

After that, you can contact 1xbet support via chat after logging in to 1xbet. ) to request identity verification. The details are as follows.

February 13th: Emailed identity verification request to the above 1xbet address, submitted driver's license photo upon request from 1xbet

February 14th: Selfie submitted at the request of 1xbet. 1xbet's specialist department and security department are currently investigating.

February 16th: 1xbet requests for utility bills within the last three months, submits electricity bill (January 2025)

February 17th: Request for confirmation of identity verification completion. 1xbet Security Department is investigating. When asked to confirm the expected completion date, they said they did not know the expected date.

February 18: Request for confirmation of identity verification completion, 1xbet specialized department is investigating

・The documents I submitted were accepted (driver's license photo, selfie, utility bill)

・I have successfully withdrawn money from 1xbet in the past

February 12th: 172,062 yen converted to TRX and virtual currency and withdrawn (deposits and withdrawals are made using the same method)

February 12th: 38,400 yen converted to TRX and virtual currency and withdrawn (deposits and withdrawals are made using the same method)

・I have not used the 1xbet bonus and have only used cryptocurrency deposits and withdrawals.

・The email details the 1xbet security department and the 1xbet specialist department, and I understand that they are trying to buy time under the pretext of non-existent identity verification to prevent withdrawals from the account.

・1xbet is a fraudulent organization that deliberately prevents customers from withdrawing their assets.

主旨：

1xbetの口座にある純粋な資産（ボーナスは使用しておりません）の引き出しが出来ませんので、引き出しが出来るようにご支援をお願い致します。

引き出しを試みた2月13日から1週間経過しましたが、1xbetが本人確認を終了する見込みが立っておりません。1xbetからの回答としても完了の目途はわからないとのこと。

経緯：

2月13日、私は1xbet口座に 9,999 TRX （仮想通貨）をチャージし、日本円に換算された 363,557円が1xbetの口座残高に入りました。

スポーツベット（バスケットボールのスコアHigh/Low）に何度かベットし勝利、損失を繰り返し残高が日本円 770,000 円になりました。

入金と同じ方法（TRX、仮想通貨）で出金を試みたところ

「出金リクエスト（失敗）」

の表示で出金が出来ず。理由は

「本人書類確認が必要です。セキュリティサービスまでお問い合わせください」

その後1xbetログイン後のチャットを通して 1xbet サポート（info-jp@1xbet-team.com）へ本人確認依頼をしました。経緯は以下です。

2月13日　本人確認依頼を上記1xbet アドレスにメール、1xbetからのリクエストにより免許証写真提出

2月14日　1xbetからのリクエストによりセルフィー提出、1xbet 専門部署、セキュリティ部が調査中とのこと

2月16日　1xbetからの3ヶ月以内の公共料金の請求書提出依頼、電気料金の請求書（2025年1月）を提出

2月17日　本人確認完了の確認依頼、1xbet セキュリティ部が調査中とのこと、完了日の目途の確認を依頼したところ、目途はわからないとのこと。

2月18日　本人確認完了の確認依頼、1xbet 専門部署が調査中とのこと

・提出した書類は受理されました（免許証写真、セルフィー、公共料金の請求書）

・過去に1xbetからの出金に成功したことはあります

2月12日　172,062 円をTRX、仮想通貨に換算し出金（入出金は同じ手段）

2月12日　38,400 円をTRX、仮想通貨に換算し出金（入出金は同じ手段）

・1xbetのボーナスは使用しておらず、仮想通貨の入出金での取引のみ

・メールでの経緯に出てくる1xbet セキュリティ部、1xbet 専門部署の表記が混在しており、口座から出金させないため実態の無い本人確認の名目で時間稼ぎをしていると理解。

・1xbetは顧客から預かった資産を故意に出金させない手法を用いた詐欺組織

Dear haseeazy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

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

Has the casino requested any additional documents from you?

Did you only place bets on sports?

Is your casino account blocked?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

>Did the casino ask you for any additional documentation?

Today I was asked for additional passport ID photos.

I asked 1xbet if it was okay because I only had an expired passport.

I was told there was no problem, so I went to show my expired passport as proof of identity.

I took a photo and submitted it to 1xbet.

> Were you only betting on sports?

Yes, only sports betting (basketball score high/low).

>Is your casino account blocked?

It's not blocked and you can log in.

Please send the email or chat transcript to my email address.

I will provide you with all the email records.

>カジノはあなたに何か追加の書類を要求しましたか?

本日、パスポートの身分証明の写真を追加で要求されました。

期限の切れたパスポートしか無いので問題無いかを1xbetへ質問、

問題無いとのことでしたので期限切れのパスポートの身分証明の

写真を撮影の上、1xbetへ提出しました。

>スポーツだけに賭けていましたか?

はい、スポーツへの賭け（バスケットボールのスコアHigh/Low）のみです。

>あなたのカジノアカウントはブロックされていますか?

ブロックされておらず、ログインが可能です。

>メールまたはチャットの記録を私のメールアドレスまでお送りください。 

メールの記録をすべて提出させて頂きます。

Dominica

Thank you for handling my complaint. I have not received any response from 1xbet yet.

The funds in the 1xbet account are needed immediately to pay national taxes, and if things continue as they are, 1xbet will cause national tax payments to fall behind.

Please help me complete the identity verification as soon as possible so that I can withdraw the funds.

ドミニカさん

クレームのご対応頂きありがとうございます。未だ1xbetからの連絡はありません。

1xbetの口座資金は国税の支払い資金として今すぐにでも必要で、このままだと1xbetのせいで国税の支払いが滞納してしまいます。

急ぎ本人確認完了、資金の引き出しができるようご支援をお願い致します。

I was also asked to take a photo of my My Number card and submit it, so I replied with the following information.

(Response content)

To verify your identity

Driver's license (valid)

Passport (expired)

I believe I have already submitted and received the above, but why do I need an additional My Number card? Please also explain why you are making the next request every few days without showing me the KYC criteria.

It has been 10 days since the initial identity verification request on February 13th. I am really having trouble withdrawing money from my account.

追加でマイナンバーカードの撮影、提出を求められましたので、下記の旨を返信しました。

（返信内容）

本人確認として

免許証（期限内）

パスポート（期限切れ）

を既に提出し受領済と思うのですが、追加でマイナンバーカードが必要な理由は何でしょうか。kycの基準を示さずに数日おきに次の要求を示す理由をあわせて示してください。

初回の本人確認依頼の2月13日から10日経過しました。口座から出金が出来ずに本当に困っております。

We have received a request for information including your My Number card number.

Collecting personal numbers violates Japanese law.

(Reply to 1xbet)

We will report this matter to Casino Guru and file a complaint as this is a request for information that violates Japanese law. Please let us know the security department's opinion on this matter.

To verify your personal information, please submit the following documents that have already been submitted and confirmed as received: driver's license (within the validity period) and passport.

(Expired).

https://laws.e-gov.go.jp/law/425AC0000000027/

(Restrictions on requests for provision) Article 15. No person may request that another person (meaning a person other than one who belongs to the same household as that person; the same applies in Article 20) provide him/her with an Individual Number, except in cases where that person falls under any of the items of Article 19 and is eligible to be provided with specific personal information.

マイナンバーカードの個人番号を含む情報提供の依頼を受けました。

個人番号の収集は日本の法律に違反しております。

（1xbetへの返信内容）

日本の法律に違反する情報要求として、当該件に関してもCasino Guruへ報告、クレームをあげさせて頂きます。当件に関するセキュリティ部の見解をお知らせください。

個人情報の確認として、既に提出、受領確認済の書類として、運転免許証（期限内）、パスポート

（期限切れ）があります。

https://laws.e-gov.go.jp/law/425AC0000000027/

（提供の求めの制限） 第十五条　何人も、第十九条各号のいずれかに該当して特定個人情報の提供を受けることができる場合を除き、他人（自己と同一の世帯に属する者以外の者をいう。第二十条において同じ。）に対し、個人番号の提供を求めてはならない。

1xbet is a malicious online casino that does not comply with Japanese laws regarding KYC.

1xbetはkycにおいて日本の法令を遵守しない悪質なオンラインカジノです。

1xbet is extremely malicious in its illogical view that if they cannot provide information requested in violation of the law, they will not be able to complete identity verification.

(Answer from 1xbet)

If you are unable to provide us with the necessary information, we will not be able to complete your identity verification.

We apologize for any inconvenience this may cause and appreciate your understanding.

法律に反する情報提供依頼に対して提供出来ない場合は本人確認が完了しないと、非論理的な見解を示す1xbetは悪質極まりありません。

（1xbetからの回答内容）

情報のご教示にご協力いただけない場合はこちらも本人確認を完了することは出来かねます。

恐縮ですが、ご理解の程よろしくお願いいたします。

I sent the following email to 1xbet.

(Email content)

Don't your driver's license and passport provide enough information to identify you?

Do you have all the information including address, name, date of birth, and nationality? What additional information is required for the My Number Card?

Please provide logical justification, not illogical explanations.

Is identity verification complete when I submit a photo of my My Number card? They are dragging out the identity verification process endlessly, delaying withdrawals from my account. That's why I say the KYC standards are unclear.

下記の旨、1xbetにメールしました。

（メール送信内容）

個人を特定するために必要な情報は免許証、パスポートで十分に揃っていませんか？

住所、氏名、誕生日、国籍、全て揃っていませんか？マイナンバーカードで追加で必要な情報は何ですか？

非論理的な説明ではなく、論理的な根拠をお示し下さい。

マイナンバーカードの写真を提出したら本人確認は完了するんですか？延々と本人確認作業を引き延ばして、口座からの出金を遅延させていますよね。だからkycの基準が不明瞭と申し上げているんです。

For clarification of this, I would write in Engish for briefing the summary.

A part of the KYC process, in terms of the item 'Government-Issued ID', casino should collect only one of them, Passport or national ID card or driver’s license in principle.

Through the KYC process with 1xbet, I've submitted two factors validation evidence documents on this process, driver’s license (validity period) and Passport (expired). I've confused that 1xbet requested another one 'national ID card' in addditon to the 2 factors I mentioned. I'm not sure what purpose they need the additional information of 'national ID card' due to the validation of 'Government-Issued ID' was concluded with the past two factors validation on this process.

========

'Key Data Points Casino Should Be Collecting'

Think of KYC as a way to bulletproof casino's business. To do that, certain critical data points need to be collected from every player. The typical KYC process gathers:

Full Name: This is the starting point of verifying a player’s identity and matching it with official records.

Date of Birth: Age verification is one of the most crucial pieces of KYC info in the gambling industry so you don’t accidentally allow minors to gamble, which can lead to severe reputational damage for your brand.

Government-Issued ID: Passport, national ID card, driver’s license—you’ll need one of these to cross-check with official databases and ensure that the individual is who they claim to be.

Residential Address: Understanding where a player lives isn’t just for geographical targeting; it ensures you're compliant with regional gaming laws and restrictions.

Banking Details or Proof of Income: This is essential in specific cases where you're dealing with high-stakes players or transactions. It allows you to dig deeper and ensure that no illicit funds are being funnelled through your platform.

Dear haseeazy, have you been able to verify yourself?

Are you still able to access your casino account?

Identity verification is incomplete.

The reason it is incomplete is that submission of a photo of the My Number card is being withheld due to confidentiality concerns about personal ID.

You can still access your account.

本人確認は未完了です。

未完了の理由はマイナンバーカードの写真提出を個人IDの秘匿性から保留しているためです。

アカウントへのアクセスは可能です。

Dear haseeazy, it’s crucial to ensure that you’re responding to the official communication from the casino, as it’s possible that scammers might be attempting to contact you as well. Please confirm that you are indeed communicating with 1xbet support and not a third party.

If you could share the specific messages or communications where they requested your card number, it would help in assessing the situation further and ensuring you're protected.

Dominica

I have attached the email exchange with 1xbet and sent it to Dominika's email address.

Please check.

ドミニカさん

ドミニカさんのメールアドレス宛に1xbetとのメールのやりとりを添付しお送りしました。

ご確認お願い致します。

Dear haseeazy, the contact us section lists info-jp@1xbet-team.com for general inquiries.

You can try sending a picture of your payment card where only the first four and the last four digits are visible. Make sure to cover or blur out the middle digits and any CVV number on the back for your security. Explain to the casino that you're doing this to protect your personal information while still providing them what they need for verification.

In fact, 1xbet has requested to submit the picture of the 'Individual Number Card' issued by Japan Government, not about my personal credit card.

('Individual Number Card' explanation in English)

HOME – マイナンバーカード総合サイト

The 'Individual Number Card' contains the personal 12 digits ID, and based on Japanese Law it is prohibited to disclose the personal 12 digits ID to the third party. I've explaned it to 1xbet support as such, but they explained that they are operating not under the Japanese Law due to they have no branch office in Japan so that I should be pursuant to the 1xbet Terms & Condition.

I've asked them that whether I can mask the personal 12 digits ID if I submit the picture of the 'Individual Number Card', but they refused it for some reasons.

Please advise whether I should be pursuant to the 1xbet T&C in this case.

Dear haseeazy, do you have any other ID documents available that you could share with them?

Have you considered asking the casino if there are any other identification documents you could provide to help with the verification process? It might be helpful to inquire about specific documents they accept,

As proof of identity,

Driver's license (valid)

Passport (expired)

I submitted these two photos and they were accepted. I did not understand why I was asked to submit an additional photo of my Individual Number Card, so I asked for the reason, but I did not receive a response.

Could you please request that we disclose the reason why you are requesting my personal number card even though you have already submitted two pieces of identification to 1xbet and they have been accepted?

Thank you very much.

身分証明として、

運転免許証（有効期限内）

パスポート（有効期限切れ）

の2点の写真を提出、受理されました。追加で個人番号カードの写真の提出を依頼された意図が理解できないので理由の開示を求めましたが、回答を得られませんでした。

ドミニカさんから1xbetへ既に身分証明を2点提出、受理されているにもかかわらず、個人番号カードを要求する理由の開示をリクエスト頂けますでしょうか。

よろしくお願い致します。

Thank you very much, haseeazy, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello haseeazy,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1xBet Casino representative to join this conversation and participate in resolving this complaint.

Dear 1xBet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear User,

Unfortunately, the terms and conditions cannot be altered, as they are accepted by each user upon registration in order to use 1XBET's services. We recommend that you provide the documentation requested by the security department to complete the verification process.

Please ensure that these documents have not been modified using any editing software.

Best regards,

The 1XBET Team

Stefan

I'd like to hear a neutral opinion.

Regarding the "government issued ID" item that is part of the KYC process, wouldn’t it be sufficient for a casino to in principle only collect one of the following: passport, national ID card or driver’s license?

Through 1xbet’s KYC process, two pieces of verification documentation were submitted and accepted in this process: a driver’s license (valid) and a passport (expired).

We are confused by the fact that 1xbet has requested another "National ID Card" in addition to the two factors already completed above. We do not understand the purpose of the additional information "National ID Card" since the previous two-factor verification in this process has already verified "Government Issued ID".

And not showing the KYC completion criteria is a serious license violation that is unethical. Please pursue this point with 1xbet. They have not shown any KYC completion criteria or expected completion date. At least the verification of "Government-issued ID" has been completed.

This is just a malicious attempt to prevent withdrawals from your account, so please summon the 1xbet security department here.

Stefanさん

中立的な意見が聞きたいです。

KYC プロセスの一部である「政府発行の ID」項目に関しては、カジノは原則としてパスポート、国民 ID カード、運転免許証のいずれか 1 つだけを収集することで十分ではありませんか？

1xbet の KYC プロセスを通じて、このプロセスで 2 つの要素の検証証拠文書、運転免許証 （有効期限内） とパスポート （期限切れ）を提出、受理されました。

1xbet が、上記完了済の2 つの要素に加えて、もう 1 つの「国民 ID カード」を要求したことに困惑しています。このプロセスでの過去の 2 つの要素の検証で「政府発行の ID」の検証が完了しているので追加情報の「国民 ID カード」が必要な目的がわかりません。

そして、KYCの完了基準を示さないことは倫理に反する重大なライセンス違反行為です。この点について1xbetへの追及をお願いします。彼らはKYCの完了基準、完了予定日を一切示しておりません。少なくとも「政府発行の ID」に関する検証は完了しています。

口座からの出金を阻止するための悪質行為に過ぎず、1xbetのセキュリティ部門をここに召喚してください。

Hello haseeazy,

Could you please state whether you have altered/edited any of the provided documents?

I would recommend you provide the casino with the National ID card to speed up the verification process. Please do not edit the photo/scan and provide it to casino support and let me know once you do that.

I'll be awaiting your reply.

Stefan

The documents provided have not been altered or edited. I have submitted both sides of my national ID card photo to 1xbet without editing.

Stefanさん

提供した文書は変更、編集しておりません。国民IDカードの写真両面を編集せずに1xbetへ提出致しました。

Hello haseeazy,

Thank you for your cooperation.

Dear 1xBet Casino,

Could you let us know if the player passed the verification after providing the ID?

I'll be awaiting your reply.

Stefan

Thank you for your cooperation.

I was able to confirm the withdrawal successfully.

Stefanさん

ご協力ありがとうございます。

無事出金確認できました。

Dear User,

Please specify your client ID

With this information we will be able to help you with you issue and check all the details

Thank you for contacting us!

1xbet

KYC has been completed successfully.

thank you.

1xbetさん

KYC無事完了しました。

ありがとうございます。

Hello haseeazy,

Do I understand the situation correctly that you issue has been resolved and the complaint can be closed as resolved?

I'll be awaiting your reply.

Stefan

Yes, please close this as the issue has been resolved.

Stefanさん

はい。問題解決済のためクローズしてください。

Dear haseeazy,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru