1xBet Casino - Pelaajan kotiutusprosessi on erittäin viivästynyt.

Account ID: 1098108033

I deposited 5000 SGD with 1xBet , and made a few bets subsequently, theres losses and winnings, but ultimately my balance was 12k SGD. i tried to withdraw, and the verification process started. i understand that its part of their process to verify the account. But it started to get ridiculous , first they ask me to fill in the details on my account, then they ask me to take a selfie of me & my NRIC together with their security's team message, which i did. Then, they asked me to send my utility bill . The whole process has delayed for more than a week as you can see from my email, which is significantly longer than all other betting sites/casino. Why does it feel like they are intentionally delaying the process to not pay out? I seek your assistance in this please.

Hello DestinyZ93,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1xBet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thanks for your prompt reply.

Firstly, to correct it , i am actually from Singapore, but i couldn't find the Singapore Country in during the sign up process.

Next , replying to your questions.

Could you please advise since when exactly is the verification process ongoing?

• it started from 11th Jan, when i experience trouble withdrawing the funds.

Which documents have been already approved and which ones not?

• I have provided:
• 1) Selfie of myself holding my NRIC, with the security team chat's at the background on my PC.
• 2)  paid utility bill for one of the last 3 months, with my name or registration address on it
• 
  

But i am not sure if any of those have been approved or not because they didnt reply to those. They just kept asking for more documents and the replies have been the repeatedly even though i submitted them.

When was the last time you spoke to the casino and what was it about?

• The last time i spoke to them was on 18th Jan. its about my enquiry on the status for updates

Hope this helps.

Regards,

Desmond

Its getting so frustrating, now they ask me for my national ID card, but that is actually the very first document requested from them. Why does it just feel like they are intentionally delaying time?

Just an update,

spoke to their live support chat, now they need my driving license, but i do not have a driving license. Also, i have submitted my National ID front and back to them. What is the difference? It is starting to feel like they are intentionally just making things difficult and not pay out?

hi any updates

Hello DestinyZ93,

As the verification takes longer than the recommended period, I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick,

Hi Natalia, thanks for helping to assist on this case.

Regards,

Desmond

Dear DestinyZ93,

I hope you’re doing well. I’ve reviewed your case and I’m sorry to hear about the difficulties you’re facing with verification. I’m here to help and will reach out to the casino on your behalf. We’ll see what we can do once I hear back from them.

Dear 1xBet Casino,

I’d like to invite you to join this conversation and collaborate on resolving the player’s complaint. Could you please provide more information about this case? Specifically, I would appreciate clarification on the following:

• Were the documents submitted by the player already verified?
• Why was the player asked to send a photo of their driver’s license when a photo of their national ID card was provided? As the player mentioned, they do not have a driver’s license, and the ID card should suffice for identity verification.

I look forward to your prompt response. If you have any supporting evidence to share, please feel free to email me at natalia.b@casino.guru.

Kind regards,

Natalia

Update:

1xBet asked me to submit my passport document, which i obliged and submitted to them, again not understanding what is the difference between passport and national identity card. After sending them, they told me that the file has to be more than 1MB, which again makes no sense to me why a passport photo must be more than 1MB, usually the request is for it to be smaller.

This verification has been more than 2 weeks, and i still have not verified my account and i am unable to withdraw my balance of 12k. I sincerely seek your kind assistance with this matter.

Best Regards,

Desmond

Getting more ridiculous requests, after a selfie sent with me holding my national ID card with their security team chat in the back ground, they asked for more selfie. It is pretty obvious they're just trying to delay time to not pay out. Please help me out, im feeling helpless.

Dear player,

We have escalated your case to the relevant department and are awaiting a response. As soon as we receive an update, we will inform you.

Best regards,

The 1XBET Team

Thank you for checking this, 1xBet Casino. We'll await further updates from you.

Hello,

Apologies for the wait. We are pleased to inform you that the account verification was completed on February 1st, and the ability to place bets and withdraw funds has been restored.

Thank you very much for your cooperation.

Best regards,

The 1XBET Team

Thank you for the updates, 1xbet Casino.

Dear DestinyZ93, can you please check if your account now has a "verified" status and if you can submit a withdrawal request?

Dear DestinyZ93,

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.

Yes. my account now is verified and i can withdraw. Thanks so much for helping.

Dear DestinyZ93,

It's great to hear that your issue has been resolved. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia  

Casino.Guru