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I have been playing at 1XBet for almost 4 years, and my account is completely under my name. The bookmaker has held my account for almost 2 months for identity verification (KYC) without allowing me to withdraw money. I have fully cooperated and submitted all personal documents including my ID card, invoices, driver's license, and most recently my birth certificate on August 24, 2026. However, on August 25, 2026, they still sent me an email asking me to wait indefinitely without giving a valid reason or a specific timeframe for resolution. I have screenshots of the email conversation and a selfie holding my ID card along with a screenshot of my account balance matching my personal information. I hope Casino Guru will intervene and request 1XBet to complete the verification and return my money.

Tôi đã chơi tại nhà cái 1XBet được gần 4 năm, tài khoản hoàn toàn chính chủ. Nhà cái đã giam tài khoản của tôi để xác minh danh tính (KYC) suốt gần 2 tháng qua mà không cho rút tiền. Tôi đã hợp tác tuyệt đối và nộp đầy đủ mọi giấy tờ cá nhân bao gồm CCCD, hóa đơn, bằng lái xe và mới nhất là giấy khai sinh vào ngày 24/8/2026. Tuy nhiên đến ngày 25/8/2026, họ vẫn gửi email văn mẫu yêu cầu tôi tiếp tục chờ đợi vô thời hạn mà không đưa ra lý do chính đáng hay thời gian giải quyết cụ thể. Tôi có đầy đủ hình ảnh đối thoại email và ảnh chụp selfie cầm CCCD kèm màn hình số dư tài khoản trùng khớp thông tin cá nhân. Mong Casino Guru can thiệp và yêu cầu 1XBet hoàn tất xác minh, trả lại tiền cho tôi.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you undergo KYC verification of your account at any point in the past, given that you have been playing at this casino for several years?
• What types of games did you play to accumulate your most recent winnings?
• Has the casino explained why additional documents, such as your birth certificate, are required for the KYC verification of your account?
• Are there currently any documents that you have submitted that are still pending verification by the casino?

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

Best regards

Veronika

Hi, I've been playing for 4 years and haven't had my account verified yet. I only play football, and today they asked me to take a picture of my face and write it on a piece of paper in my hand.

Chào bạn mình chơi được 4 năm chưa xác minh lần nào.Tôi chỉ chơi bóng đá và hôm nay họ yêu cầu tôi chụp khuôn mặt và ghi trên miếng giấy trên tay.

Two months ago, 1xbet verified my citizen ID, electricity bill, registered phone number, driver's license, and birth certificate, and today, August 26, 2026, they asked me to take a photo showing my face and holding a piece of paper with "rZkKgt" written on it.

This is the image I sent to 1xbet almost a month ago.

Cách đây 2 tháng 1xbet xác minh tôi căn cước công dân, hóa đơn điện, số điện thoại đăng ký, giấy phép lái xe, giấy khai sinh và hôm nay ngày 26 tháng 8 năm 2026 lại bắt tôi chụp ảnh có khuôn mặt và trên tay cầm tờ giấy ghi "rZkKgt".

Đây là hình ảnh tôi đã gửi cho 1xbet gần 1 tháng

Today, 1xbet finally enabled my withdrawal status after nearly two months of verification. Thank you so much. I love you. Veronika.

Hôm nay 1xbet đã mở trạng thái rút tiền cho tôi xác minh gần 2 tháng qua, tôi cảm ơn bạn rất nhiều.Tôi yêu bạn.Veronika.

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

Dear NguyenThanhNhan,

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