1xBet Casino - Pelaajan voitot pidätetään.

I created my 1xbet account normally, respecting their terms and conditions. I deposited my money and started playing as usual. I was lucky enough to win, but when I tried to withdraw, I received a notification requesting documents. I sent all the requested documents; I even had a video conference with them. They asked for medical documents, which I provided, but to this day, my winnings are being illegally withheld.

j’ai créé mon compte 1xbet normalement en respectant leurs conditions générales. J'ai changé mon argent et j'ai commencé à jouer normalement j'ai eu la chance de gagner au moment du retrait on me notifie une demande de document. J’ai envoyé tout les documents demandés j’ai même fait la visioconférence avec eux il m’ont demandé des documents médicaux que j’ai fourni mais jusqu’à présent mes gains sont illégalement retenu

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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.

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Dear Asti1, 

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 which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Dear Asti1,

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,
Attila
Casino.Guru