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On August 10, 2026, I tried to make a withdrawal, but it was declined. After contacting the security department, I was asked to provide my ID, a selfie holding my ID, and a bank statement.

I submitted everything correctly, and on August 12, 2026, I received confirmation of receipt and was informed that I should wait for a response via email.

It has been more than 30 days, and I still haven’t received a response.

On the online chat, the only response I get is that I should wait for a response from the security department.

Via email, the security department only sends me automated replies stating that it has taken longer than expected and that I should wait for a response.

1xbet’s regulations state that verification can take up to 72 hours. My situation has now been going on for 31 days, and no one is willing to resolve it. They’re preventing me from accessing money that is mine, even though they have all the documents they requested from me—documents that prove my identity.

I’ve been a player here since 2019, and while I’ve deposited thousands of euros, they’ve never asked me for documents before. Now that I have some funds available, they’re preventing me from accessing the money that is mine, for absolutely no reason.

This is truly regrettable. I’m afraid I won’t be able to access my money anymore!

No dia 10/08/2026 tentei efetuar um levantamento e foi-me recusado. Após contacto com o departamento de segurança foi-me solicitado o meu documento de identificação, uma selfie acompanhado do documento de identificação e um extrato bancário.

Enviei tudo corretamente e no dia 12/08/2026 recebi a confirmação da receção e fui informado que devo aguardar a resposta no meu e-mail.

Já passaram mais de 30 dias e não recebo a confirmação.

No chat online a única resposta que me dão é que devo aguardar a resposta do departamento de segurança.

Por e-mail o departamento de segurança apenas me envia respostas automáticas a dizer que demorou mais que o previsto e que devo aguardar a resposta.

Os regulamentos da 1xbet diz que a verificação pode demorar até 72 horas. A minha situação já vai em 31 dias e ninguém quer resolver a situação. Estão a impedir-me de aceder a dinheiro que é meu quando têm na sua posse todos os documentos que me solicitaram e que comprovam a minha identidade.

Sou jogador na casa desde 2019, e enquanto carreguei milhares de euros nunca me solicitaram documentos, agora que tenho algum montante disponível estão a impedir-me de aceder ao dinheiro que é meu, sem motivo absolutamente nenhum.

Demasiado lamentável. Receio não conseguir aceder mais ao meu dinheiro!

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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