1xBet Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

My withdrawal was blocked on July 14 and while finding a reason it said identification documents required so I mail their security team of 1×bet and they told me to send the National ID card which I have use while registering account after 3 attempt it was accepted and later they asked for a selfie holding my ID card with dialogue of email with security team open in another device after that they asked about 3 people indicating their name and I didn't know them and told them accordingly..

Then after 3 days they asked for a utility bill of last 3 months it was accepted and told me to wait for a reply from security team..

Then again after 3 days, they asked for a driver license but I do not have that I asked them I do not hold driver license however I can provide you my passport and they told me to sent passport and after 2 attempt it was accepted and told me that your data is under verification wait for a reply from security team but again it's almost 3 days now and they are not responding and this process already took 10 days now left me frustrated and my money is stuck with them so with the glimpse of a hope I am here to tell you my story in order to help my account get verified and withdraw my money

And I can still log in to my account and see the balance but my odds and stakes are lowered but since this issue arises I didn't placed any bets

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're facing.

Please understand that KYC (Know Your Customer) is a crucial process designed to ensure that funds are released to the rightful owner. Since online casinos cannot verify players in person, this step is essential for confirming identities and protecting both players and the platform. Licensed and serious casinos typically carry out this procedure thoroughly, and it may take a few working days to complete.

To better understand your situation, could you please clarify the following:

• Have all the documents you submitted been approved, or are any still pending verification?
• When was the last time the casino contacted you?
• What types of games did you play—slots, live games, or sports betting?
• Did you accumulate your winnings with or without a bonus?

I hope we’ll be able to help you resolve this issue soon. Thank you in advance for your response.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello I have received an email from them today after 3 days and they told me to send a selfie with a current date and a code they send me on a email written on sheet of paper and I send it and told me to wait for their reply and I am not feeling good about it since this whole process already took 12 days and they keep asking for documents in every 3 days and I am unsure weather my account will get verified so that I can withdraw my money or is this just a document loop.

I already send them my National ID card which was used for registering account also and a selfie with my ID card, utility bills of last 3 months, passport and today selfie of current date with code on a paper.

They are responding too slow in every 3 days and keep asking for documents without any resolution.

I play usually sport betting and I didn't accumulate fund by using bonus I accumulate it by winning with my real money.

Since I send them every documents they asked for all valid and genuine documents they are still responding too slow they take every time 3 days when I asked and send me a document. Since, I send them every documents there is no logic in taking 3 days every time to respond and they got to respond me quick now and resolve my problem as soon as possible as I have already waited for 12 days now.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear thapanikhil02699,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika