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I created an account on 1xbet and I deposited 1000 and 1000 USD and started playing but when I tried to withdraw the funds my withdrawal request was declined, I spoke to customer service they asked for documents for account verification I sent all the documents after that I was asked for a screenshot of my crypto wallet which should have my email, wallet ID and name but I use trust wallet in which email and name are not appearing, I have sent the screenshot of deposit receipt and wallet ID but withdrawal is still not happening

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

Yes, I provided all documents, First, they asked for a photo of my National ID card, then a selfie with my National ID. Next, they asked for a slip of the funds deposited from my crypto wallet. Next, they asked for a selfie with my National ID and the mobile phone from which the email conversation took place. Finally, they asked for a geolocation photo. I provided all the documents, but I haven't received a reply from the casino. I am still unable to withdraw. I spoke to customer support, but they haven't provided a solution. Please help me.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

My communication with casino

Documents I sent to casino

Video and pdf file and other documents I did sent to your email please check

Thank you very much for the information you provided. Unfortunately, I encountered an issue when trying to open the PDF file containing the bank statement, as it is password protected. Could you please resend it without a password?

Thank you in advance for your reply.

I sent again without password,

The PDF file was not a bank statement; it was my e-Aadhaar (UID) downloaded from the government website, which the casino had requested from me.

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, Lucia (lucia.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

Hello bleshkumar123,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1xBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello,

Thank you for contacting us. In order for us to check your payment, please provide the following details:

- your player ID,

- the withdrawal request number and the payment query number created in your personal account, or

- the exact date, time, and amount of the payment you did not receive.

We will get back to you as soon as we receive and review the information regarding your case.

Best regards,

1xBet Team

Dear bleshkumar123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.