1xBet Casino - Pelaajan tili on estetty ja varojen maksu viivästyy.

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.

Dear nurjaman, 

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 whether you have successfully passed the video verification? Could you please clarify the last step of the verification process? Has the casino sent a verification letter to your address?

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

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, Michal (michal.k@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

Hello nurjaman,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite 1xBet Casino to join the conversation.

Dear 1xBet Casino,

Could you please clarify the player’s situation and explain why it remains unresolved despite the considerable time that has passed?

While verification via a postal letter containing a special code was once quite a common industry practice, it has become increasingly rare in recent years due to concerns regarding its reliability—particularly when the delivery is not trackable. There are certainly more efficient and user-friendly alternatives available.

Could you kindly provide your perspective on how this matter can be resolved in a timely and effective manner?

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru

Dear Michal, thank you so much for raising this point about the tracking number and the outdated postal method. This is exactly why the delivery has failed for months. I appreciate your support and I will wait for their response

Hello,

Thank you for providing the details. We have received your information and our team is already working on resolving the issue.

We will get back to you as soon as there is an update. We appreciate your patience.

Best regards,

1xBet Team

Hello,

Thank you for your message.

We have checked the latest updates regarding your case. According to the information provided by the relevant team, a verification code was sent to you via postal mail.

At the moment, the system shows that the code has not yet been entered. This means that the verification process is still pending on this step.

As of now, it appears that the letter with the code has not yet been received on your side. Once you receive it, please enter the code in your account to proceed with completing the verification.

If there are any further updates, we will inform you immediately.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your reply. I understand that a verification code was dispatched to the player through postal mail; however, as the player has indicated, they have not received it for several months. Could you please confirm the date this letter was sent from your end and provide tracking information? Additionally, when was it acknowledged by the local post office?

Hello!

Unfortunately, we have already provided the player with all the information available to us regarding this matter. At the moment, we do not have a tracking number for the letter, and therefore we are also unable to provide details regarding its delivery status or confirmation from the local postal service.

The letter with the verification code was sent to the address specified by the player in their personal account details. Please note that the delivery of such correspondence depends on the operation of local postal services.

At this stage, the verification process can only be completed once the player receives the letter and enters the code accordingly. We regret that we are unable to provide any additional details or influence the delivery process further.

Best regards,

1xBet Team

Dear Michal,

Thank you for your continued support. I have just read 1xBet’s response, where they officially admitted that they do not have a tracking number and cannot provide any proof of whether this letter was actually sent or where it is currently located.

Their admission confirms exactly what I have been saying from the beginning: if letter verification is their policy, it is their responsibility to ensure it reaches the player. 1xBet has failed to deliver the letter to me in the last 5 months. Forcing me to wait indefinitely for their failed policy is nothing but a trap to withhold my legitimate funds.

Therefore, I request you to urge 1xBet to immediately cancel this failed "letter excuse" and reactivate my account or provide an alternative verification method. I have waited long enough for a ghost letter that has no proof of existence.

Best regards,

Nurjaman

Dear 1xBet Team,

Thank you for your reply; however, it has only reinforced the valid concerns raised by the player.

As previously noted, verification via postal correspondence containing a unique code was historically an accepted industry practice; however, it has largely been phased out due to well-documented reliability limitations. In this instance, the absence of a tracking mechanism prevents any objective confirmation of dispatch or delivery, thereby limiting both traceability and accountability within the verification process. I would therefore kindly request your clarification as to how this approach satisfies the requirements of a fair and transparent verification procedure.

Under the current circumstances, the player is effectively placed in a position of indefinite waiting, without any means to verify progress or outcome. Such a situation raises strong concerns regarding procedural fairness, as it may result in a disproportionate burden being placed on the player without reasonable safeguards or alternatives.

In line with widely accepted regulatory standards and principles of fair treatment, operators are generally expected to provide verification methods that are reliable, proportionate, and do not create unnecessary barriers for customers. In this regard, the continued reliance on an untrackable postal method, without offering a viable alternative, is viewed as inconsistent with these expectations.

Accordingly, I respectfully request that you provide the player with an alternative verification method that meets the current acceptable standards of reliability and transparency. Failure to do so may reasonably be interpreted as the imposition of an undue procedural obstacle, which would be difficult to reconcile with principles of fair customer treatment.

I trust that you will give this matter due consideration, and I remain available to work toward a timely and mutually acceptable resolution.

Hello,

Thank you for your message.

At this stage, we have already provided all the information available to us regarding your case.

According to the current status, the verification process can only be completed after you receive the letter with the verification code and enter it in your account. Unfortunately, there are no alternative updates or additional details at the moment.

We understand that this situation may be frustrating, however, for now, you will need to wait until the letter is delivered to proceed further.

As soon as there are any changes or new information, we will inform you immediately.

Best regards,

1xBet Team

Dear 1xBet Team,

Thank you for your response.

I acknowledge your update; however, your current position effectively confirms that the player is required to rely solely on an untrackable postal method, without any available alternative or means of verification. As previously outlined, this approach raises significant concerns from a fairness and procedural standpoint.

Requiring the player to wait indefinitely for a letter that cannot be tracked, verified, or reissued through a controlled process places a disproportionate burden on the player and does not provide adequate transparency. Under such conditions, the verification process cannot be considered fully reliable or aligned with generally accepted standards of fair customer treatment.

While I understand that this may be your current internal procedure, maintaining this stance without offering any alternative solution may reasonably be viewed as an unjustified obstacle from you to completing the verification process. This is particularly relevant given that widely accepted practices favor methods that allow for traceability and confirmation of delivery.

In light of the above, I kindly urge you to reconsider your position and provide a reasonable alternative verification method, or implement a process that ensures proper tracking and accountability of the postal verification. Without such measures, the current requirement remains difficult to justify as fair and proportionate and I would be forced to close this case as Unresolved - Unreasonable excuse from the casino.

I appreciate your cooperation so far and look forward to your reconsideration of this matter so that it may be appropriately handled without further unnecessary delay.

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.

Unfortunately, there is no possibility to resolve your issue without breaching the Company’s internal security procedures. All available information and explanations regarding your case have already been provided to you.

At this stage, the verification process can only be completed according to the established procedure, and no alternative options are currently available.

Thank you for your understanding.

Best regards,

1xBet Team

Dear Michal

I have a final proposal to end this 180+ day deadlock. Since the casino claims they cannot verify me to release the full amount due to their "internal procedures," I am willing to waive my winnings.

However, I demand a **full refund of my initial deposits totaling 80,000 BDT**. 

There is no security reason to withhold my own deposited capital. If the casino felt my account was a security risk, they should never have accepted my 80,000 BDT in the first place. Accepting a deposit and then refusing to return even the original stake after 6 months of failed postal verification is unacceptable.

Please ask 1xBet if they are willing to refund my deposits and close this matter. If they refuse to return even my own money, it proves this is not about security, but about keeping my funds.

Best regards,

Dear 1xBet Team,

Is it possible to accommodate the player's request?

Hello,

Thank you for your message.

Unfortunately, since the verification process has not been completed, there is still no full confirmation of account ownership. Therefore, we are unable to proceed with the conditions you proposed.

Please note that any player has the right to refuse further verification at any stage, however, in such cases the account can no longer be used and we cannot guarantee a refund of deposits or any payout, as the verification procedure was not completed successfully.

Any possible refund consideration can only be reviewed individually by the Security Department after the verification refusal is officially confirmed.

Thank you for your understanding.

Best regards,

1xBet Team

Dear Michal

I am writing to formally request your intervention as 1xBet continues to act in bad faith. Despite my full cooperation, they are refusing to resolve the case or provide any verifiable evidence.

**Please consider these facts:**

1. **Refusal of Evidence:** 1xBet claims they sent a letter but cannot provide any tracking number or official proof of dispatch. This is a clear attempt to keep the verification in a permanent 'pending' state.

2. **Rejecting Modern Methods:** I have repeatedly offered to verify my identity via Live Video Call or additional digital documentation, but they have rejected all transparent methods.

3. **Irrefutable Ownership Proof:** I have submitted my official **Islami Bank Profile

(OfficialBankProfileAuthentication.jpg)

** and **Nagad Statement (Screenshotnogodwallet.jpg and original official PDF)

* My gaming account, my Nagad/Upay e-wallets, and my Islami Bank account are all registered with the **exact same National ID (2865012401)

* There is zero risk of mispayment if the funds are sent to my verified bank account, yet 1xBet refuses this logical solution.

1xBet is intentionally obstructing the process to avoid paying my funds. This is no longer a verification issue; it is a clear scam. I urge you to take strict action against them and close this case as 'Unresolved' due to their fraudulent behavior.

Dear nurjaman,

Thank you for your response. You raised multiple valid points.

Dear 1xBet Team,

After carefully reviewing the information provided by both parties, I would like to address a key concern regarding the current verification approach and its impact on the fairness of the process.

At present, the verification process relies exclusively on the delivery of an untraceable postal letter, without any tracking reference, dispatch confirmation, or verifiable proof of shipment. From a procedural standpoint, this places the entire burden of completion on the player, while offering no independent means to confirm progress or intervene in case of delay or non-delivery.

Such an approach effectively creates a situation where the verification outcome depends on the arrival of a non-trackable item. This results in indefinite delays that ultimately prevent access to funds, even where the player has actively cooperated throughout the process.

Furthermore, the refusal to offer any reasonable alternative verification methods—such as enhanced digital verification, video verification, or additional documentation checks—raises valid concerns from a fair procedure perspective. Industry standards generally require that verification processes remain both secure and practically achievable, without placing disproportionate or unavoidable barriers on the player.

In this context, I must request that you reconsider your current approach and implement a more balanced and transparent verification framework applicable to this case, ensuring both adequate security controls and adherence to fair procedural standards.

Failure to do so will be interpreted as the imposition of an undue procedural obstacle on the player’s ability to complete verification, and would leave me no alternative but to close the case as Unresolved – Unreasonable excuse from the casino.

Hello,

Thank you for your message.

Please note that according to the established appeal procedure, if you have not yet done so, you may submit an official appeal form and send your request to the administrator’s email address indicated in the platform rules.

The appeal will first be reviewed internally by the administration. If after this review you still do not agree with the outcome, the matter may then be forwarded further in accordance with the applicable regulatory procedure.

You can find the detailed information regarding the appeal process, including the appeal form and the administrator’s contact email, in Section 6 of the Terms and Conditions on the website.

Thank you for your understanding.

Best regards,

1xBet Team

Dear Michal,

I have already provided every possible document to 1xBet’s security department over the last 5 months. I have also shared all my evidence here on Casino Guru, including my National ID Official Islami Bank PDF Statement, and ownership proof of my Nagad/Upay wallets linked to my registered number (01922277896).

1xBet’s request to start a new "Official Appeal" is nothing but a tactic to waste another 30-60 days. My written complaint is already clear from my messages here, and all supporting documents are already in this thread.

If 1xBet claims they need any "additional" documents that I haven't already provided, let them specify exactly what they are right here in this complaint thread. Otherwise, I request you to stop this cycle of endless delays and proceed with closing the case as Unresolved due to their unreasonable excuses. I have cooperated fully; it is the operator who is failing to act in good faith.

1xBet Casino,

At present, the verification process relies exclusively on the delivery of an untraceable postal letter, without any tracking reference, dispatch confirmation, or verifiable proof of shipment. From a procedural standpoint, this places the entire burden of completion on the player, while offering no independent means to confirm progress or intervene in case of delay or non-delivery.

Such an approach effectively creates a situation where the verification outcome depends on the arrival of a non-trackable item. This results in indefinite delays that ultimately prevent access to funds, even where the player has actively cooperated throughout the process.

Furthermore, your refusal to offer any reasonable alternative verification methods—such as enhanced digital verification, video verification, or additional documentation checks—raises valid concerns from a fair procedure perspective. Industry standards generally require that verification processes remain both secure and practically achievable, without placing disproportionate or unavoidable barriers on the player.

Since you failed to offer the player an additional way to finish the verification, we believe your approach is not fair. Consequently, you left us no option but to close the case as Unresolved – Unreasonable excuse from the casino.

This will not only have a negative effect on your safety index rating but will also serve as a warning for all other players about your practices.

Dear nurjaman,

Regrettably, despite our efforts to facilitate a fair resolution, the casino team has chosen not to engage with this matter in an adequate manner. As a result, I have no remaining option but to close this complaint as "Unresolved – Unreasonable excuse from the casino."

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and handle the matter appropiately, we will reopen the complaint, and you will be notified by email. In the meantime, if you wish to pursue your case further you may submit an official appeal form and send your request to the administrator’s email address indicated in the platform rules and mentioned by the casino team above, additionally you can contact the Curaçao Gaming Authority (CGA) and submit a complaint to them via email at complaints@cga.cw.

Although CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, since the casino approach highly suggest to intentionally stall the verification process so it might be worth a try.

You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

For the future, I highly encourage you to select casinos based on their reviews and ratings, opting only for those that are well-established, licensed, and highly regarded to minimize encountering similar situation. I regret that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of 1xBet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received this message from the casino:

The problem of this client was solved by the support on 10/06/2026. And he has already withdrawn funds 3 times on 11/06/2026.

Dear Nurjaman,

Could you kindly confirm whether you have received your winnings?

Dear nurjaman,

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.

Dear michal thanks

Thank you so much for your great support in recovering my money. I would also like to thank the 1xBet team for returning my rightful funds.

I have successfully received my full balance. This case is now completely resolved

Great news, Nurjaman!

I’m pleased to hear that you have finally received the funds and that our involvement helped contribute to this outcome. There is certainly room for the casino team to improve how similar matters are handled, and I trust they will take this as an opportunity to do so.

That said, I’m glad our joint efforts have led to a positive resolution.

I will now proceed to mark the complaint as "resolved" in our records. Thank you to both parties for your cooperation.

Should you face any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Centre. We are here to assist you.

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,

Michal

Casino Guru