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My account ID : 745583585

Security department case number : #91957174

I’ve been using my account for two years without any issues, but a week ago I made a withdrawal request and it was rejected because they said they need to verify my identity.

I contacted the security department email, and they asked me for a photo of my national ID card from both sides, which I sent. Then they requested a selfie of me holding the ID card and my phone showing the email conversation with them. I did that as well. Since then, I haven’t received any reply, and a week has passed.

I reached out repeatedly to customer support, but without any result. They only say, "We’re sorry, you need to wait," and nothing more.

I also contacted the security department many times and was ignored. I messaged all 1xbet emails and got no responses.

Last night, I found that my account had been blocked... I can’t deposit money or place any new bets, and still there is no response or explanation from 1xbet.

Note: The support team told me the process should not take more than 48–72 hours, and now a full week has passed. I don’t know what to do. All documents were submitted clearly and correctly.

Important notice:

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear kemoelprimoo,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru