1xBet Casino - Pelaajan kotiutus viivästyy tilin vahvistusongelman vuoksi.

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

Hello Attila,

​Thank you for your response. To answer your questions:

​Documents Provided: I have already submitted my ID, account screenshots, transaction history, and a selfie with my account.

​Last Submission Date: I sent the last documents to 1xbet on April 8, 2026.

​Format: Yes, everything was sent in the correct format.

​Current Update:

The 1xBet Security Team rejected me, saying they simply "do not believe the account belongs to me" without any details. I have attached the screenshot of their rejection.

​Best regards,

[Redacted]

Thank you for your response. 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.

I have sent all the requested documents and evidence to your email (attila.g@casino.guru) as requested. Please check and let me know if you need anything else."

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, Hadi (hadi.a@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 Hadi, thank you for taking over my case. I have read your message. Currently, there is still no update or progress from 1xBet regarding my verification issue. I am waiting for your assistance in contacting the casino. Thank you."

Dear Meehtwenge,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 1xBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 1xBet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal and account verification.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear Meehtwenge,

Thank you for your message.

Please be informed that your case is already under review, and the relevant team is currently working on it.

We kindly ask you to wait for the update, as the investigation is still in progress. As soon as there is any information, you will be notified immediately.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Dear Meehtwenge,

Thank you for your message.

After reviewing the case, please note that there are currently no sufficient grounds to confirm that the account belongs to you.

The issue is based on the following:

-The information provided in the account profile does not match the details in the submitted documents

-The deposits were made using non-personal (unnamed) payment methods, which makes it impossible to verify ownership of the funds and the account

Due to these discrepancies, the Security Department is unable to complete the verification.

Thank you for your understanding.

Best regards,

1xBet Team

Dear 1xBet Casino,

Given that the account was registered under a different name than the player's legal identity, could you please clarify whether there is any alternative verification path available, such as a video call, and whether the player's deposited funds would be returned regardless of the outcome of the verification?

Best regards,

Hadi

Dear Hadi,

​It is now obvious that 1xBet is acting in bad faith. Not only is their Security Team completely ignoring my direct emails, but they are also intentionally stalling here on Casino Guru by not responding to your inquiries. This is a deliberate tactic to delay the process and avoid their responsibility. Their silence is proof of their unprofessionalism and lack of ethics. I request Casino Guru to take notice of this intentional avoidance.

​Best regards,

[Meehtwenge]

Hello,

Thank you for your message.

After reviewing the case once again, we would like to clarify that at the moment there are still no sufficient grounds to confirm account ownership.

The main issue is that the account profile contains clearly specified registration details of the account owner, however the identification documents you are currently providing belong to a completely different person and do not match the information indicated in the account profile.

Under such circumstances, we cannot consider these documents as valid proof of ownership of the gaming account.

As for alternative verification options:

-Verification through deposits is also not possible in this case, since the payment methods used for deposits were non-personal/unnamed, which does not allow us to reliably determine who exactly owned or used those payment methods.

-Phone verification also cannot be used as an alternative, because the phone number was not previously linked or verified on the account. Considering that documents from another person are currently being submitted, there are no guarantees that a newly attached phone number would actually belong to the original account owner.

Therefore, the possible alternative verification methods are unfortunately not applicable in this situation.

Please understand that these security measures exist to protect users and their accounts. At the current stage, due to the mismatch between the account registration data and the submitted documents, as well as the inability to verify ownership through payment methods or phone verification, we cannot guarantee that the account has not been accessed by a third party.

Thank you for your understanding.

Best regards,

1xBet Team

Dear Casino Guru and 1xBet Team,

​I would like to clarify the points mentioned:

​Registration: This account was created through a local agent. The data mismatch occurred because the agent tried to avoid duplicate profile issues during setup. However, the account belongs solely to me.

​Deposits: My deposits were made via a local agent, which is why they appear as unnamed. I have all the transfer records to this agent as proof.

​Identity Proof: I am ready for a Video Call verification. I will show my face and my original NRC card on camera to prove my identity once and for all.

​Refund Request: Many players have faced similar verification issues, and in such cases, if the casino refuses to pay the winnings, they must at least refund the original deposits made into the account. I am entitled to get my invested money back at the very least.

​I am fully cooperative and request a fair resolution through a live video check."

Proposed Message to Casino Guru:

​"I would like to provide a final clarification and a firm stance on this matter:

​Lack of Transparency during Verification: When 1xBet requested my documents initially, I immediately admitted to the naming error. However, at that time, they did not provide any detailed reasons or specific requirements like they are doing now on Casino Guru. Why are these detailed 'reasons' only appearing now? If my documents were insufficient, they should have specified exactly what was needed or allowed me to clarify then, rather than simply blocking me.

​Full Readiness for Verification: I am ready to provide any proof required to bridge the data gap. I can provide my User Account details, my Face, and my NRC (ID card) all in one frame, with precise timestamps. I am also fully available for an immediate Video Call verification. If I were not the rightful owner, I would not be persistently fighting for this for so long.

​Casino’s Stalling Tactics: 1xBet’s current 'reasons' feel like intentional stalling tactics to make players give up. As a legitimate owner who has been honest from the start, I am ready to resolve this right now. Please stop making excuses and proceed with a live verification.

​Final Demand (Last Warning): If the casino stubbornly refuses to pay out my winnings despite my willingness to undergo any verification, then they must, at the very least, refund my original deposits of 1,000,000 MMK (10 Lakhs). Seizing both the winnings and the original deposit without a fair trial (like a video call) is unacceptable.

​I am waiting and ready for verification at any time. Please resolve this without further delay."

Dear 1xBet Casino,

Thank you for taking the time to participate and for the thorough explanation. Could you please confirm whether your security team is able to facilitate a live video verification for this player?

Dear Meehtwenge,

Thank you for your patience and for the information you've shared so far.

Best regards,

Hadi

​"Thank you, Hadi. I would like to strongly protest 1xBet’s stalling tactics. It is unfair that they are abusing the timer just to drag this out. Many players who even used fake IDs or handled their cases through others have successfully gotten resolved on these platforms. As the 100% genuine and rightful owner, it is completely unacceptable that I am facing these hurdles and delays when I am fully transparent.

​A live video call verification will instantly prove that I am the real owner of this account. No matter how strictly they check during the video call, the truth will be clear because I have nothing to hide. I demand the casino to stop stalling, follow the proper procedures, and proceed with the video verification immediately."

Hello Hadi and Casino Guru Team,

As we can see, 1xBet has let the timer run out without responding to your request for a live video verification. This is a clear sign of their ongoing stalling tactics.

Interestingly, 1xBet already extracted and sent my full bet history (bet_history.zip) to my email back on May 12. This proves that their security department finished reviewing all my data a week ago. There is absolutely no technical or data-related reason left for them to delay this process any further.

Since they have had all the necessary information for a week now, I request the Casino Guru team to push them to proceed with the Live Video Verification immediately or take appropriate action against them for failing to respond within the deadline. I am fully prepared and waiting for the video call.

Thank you for your continued support.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for your message.

However, please consider the following: how exactly could a video conference prove that you are the original owner of the account, if the account was registered with completely different personal details and documents than the ones you are currently providing? From our side, such a situation may also indicate that a third party obtained access to the account and is now attempting to claim ownership of funds belonging to another user.

For this reason, unfortunately, no alternative verification methods are available in this case. All verification procedures are carried out strictly in accordance with the KYC and security rules, which apply equally to all users.

During registration, every player agrees to provide only truthful and accurate personal information in the account profile, in accordance with the platform rules and Terms & Conditions. Responsibility for incorrect or false registration data remains entirely on the account holder.

At the current stage, we do not have any sufficient guarantees that this is not a fraudulent attempt to access another person’s account and funds, especially considering that:

-the submitted identification documents do not match the registration details in the account profile;

-the payment methods used were non-personal and cannot confirm ownership;

-the account was not additionally secured through verified alternative methods such as confirmed phone verification.

Therefore, until documents matching the original account registration data are provided, the Security Department is unable to confirm account ownership or complete the verification process.

Thank you for your understanding.

Best regards,

1xBet Team

Dear 1xBet Casino,

Could you clarify how this account was created, specifically whether it was registered directly by the player or through your agent system? Additionally, could you confirm which specific registration fields do not match the player's submitted documents? If the discrepancy is limited to the name only, with details such as date of birth and address matching the player's legal ID, we believe a practical resolution is possible.

Hello,

Thank you for your message.

We provided a reply via email to attila.g@casino.guru regarding this case.

Please review and provide us with a reply.

Thank you for your cooperation.

Best regards,

1xBet Team

Kindly send the information to hadi.a@casino.guru at your earliest convenience. Thank you.

Dear Hadi,

Writing you to confirm that the email have been sent to your email.

Kindly asking you to check the information in it.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you, we have received your email and will review the information provided. We will get back to you once we have an update.

Best regards,

Hadi

Dear Hadi, thank you for the update. I will patiently wait for your review and the next update regarding my case. Thank you for your assistance.

Dear 1xBet Casino

We have sent you an email regarding this case. Please review it and get back to us at your earliest convenience.

Dear Hadi,

Thank you for your message.

We provided you with a reply via email.

Best regards,

1xBet Team

Dear Meehtwenge,

We have been in contact with the casino regarding your case. To help move things forward, could you confirm whether you would be willing to provide a signed statement authorising the casino to disclose information about your account to us as part of this complaint process?

Yes, I am willing to provide a signed statement authorizing the casino to disclose my account information to you to move things forward. Please let me know what I need to do next.

Hello,

Thank you for your reply.

We are checking the information with the team and will provide you with details soon.

Appreciate your cooperation.

Best regards,

1xBet Team

Hello,

We will provide a document from our Security Team via email to Hadi.

Please check and confirm.

Thank you.

Best regards,

1xBet Team

Dear 1xBet Casino

thank you for the update. However, I haven't received any document from your Security Team via email yet. Could you please confirm the email address it was sent to, or resend it? I'll review and confirm once I have it. Thank you

Dear Hadi and 1xBet Team,

​I am extremely frustrated with how this case is being handled. I have been putting in significant effort to provide all necessary evidence and information, while it feels like 1xBet is merely stalling for time.

​I have to ask: am I dealing with a real investigation team, or is this just an automated bot system designed to drag this out? It really makes me question whether this case is being taken seriously at all. Please understand that I am navigating through extremely difficult circumstances, including poor internet connectivity and an unstable political situation, just to keep this complaint moving. I hope you can acknowledge and respect the effort I am putting into this.

​At this point, if resolving the full winnings is proving to be an issue, I am willing to accept a full refund of my deposit to settle this matter. I just want this to be concluded. Please provide proof that you have actually sent the documents to the correct email address, or take immediate action to resolve this.

​I look forward to your serious and prompt response."

Dear Hadi,

We've sent the document once again.

Please check it and let us know.

Best regards,

1xBet Team

Dear 1xBet Casino,

We still haven't received the document. Could you confirm the exact email address and timestamp it was sent to, so we can check on our end?

Hello,

We sent the email from public.relations@1xpartner.com to hadi.a@casino.guru on 7 Jul 2026 at 11:12 (GMT/UTC+3).

Dear 1xBet Casino,

Could you please resend the email? I am unable to locate it on my end. Thank you for your assistance.

Dear Hadi,

We've sent the document once again.

Please check it and let us know.

Best regards,

1xBet Team

Dear Meehtwenge and 1xBet Casino Team,

My name is Martina, and from now on, I will be assisting you with resolving this complaint.

Dear 1xBet Casino Team,

I understand that having to resend the information may be frustrating. However, could you please try forwarding the message to my email address once again: martina.b@casino.guru?

I would like to ensure that I have received all the relevant information and supporting evidence, including any screenshots, so that I can assess the case fairly and thoroughly.

Thank you very much in advance for your cooperation.