Xbet Casino - The player's account got closed.

On October 5th I successfully withdrew $181 from xbet.ag. The following week I deposited more money, and requested a withdrawal after fulfilling the bonus rollover requirement. I was told my account wasn’t verified and I needed to submit documents. After nearly 2 weeks of back and fourth saying my documents weren’t clear, were screenshots, etc. I was told my account was disabled because I’m under the age of 21. I’m 20 and stated my proper birthday when I signed up for the account.

Hello borovikanton11,

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

Could you please advise how could you withdraw at first without being verified? Can you prove that you have registered with your right birth day with a screenshot of your account info or any other way? What exactly was the problem during the verification with the documents, why were they not accepted by the casino?

Please send your communication with the casino regarding this case to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

I had made the account many months ago, I’m 100% positive I didn’t lie about my age during the registration process. Before I deposited money I asked the live chat if my account was missing any documents because I didn’t want to go through a lengthy verification process, I assume I had already submitted the verification documents in the past. I was told I was not missing any documents so I deposited money. The same week I requested a withdrawal and received my funds. Later I deposited more money and requested a withdraw when I had won a large sum. My withdrawal wasn’t approved for more than 3 days so I contacted the casino and was told I’m missing documents. I sent in the documents and I was told everything was good but I’m missing my proof of address. I send in a bank statement and I’m told I’m missing my id and a selfie of me with my id but my POA is good. I then submit all three documents and I am told that my id wasn’t accepted because it was scanned and they need a picture instead. I submit all three documents again and they tell me it was a screenshot and they don’t accept it. A few weeks go by and they ran out of excuses. I tried to log in to see if my account had finally been verified and it said my account is disabled. I contacted the casino thru live chat and was told it’s because I broke their policy of not being 21. I have reason to believe that their policies have changed sometime after I created my account. I am unable to verify that I created the account with my real date of birth because it is disabled and I am unable to log in.

Here is a screenshot of me getting the answer to if my account is verified and if I can receive any deposit bonus, since it isn’t my first time depositing.

Hi Nick,

I was just told my account is enabled, verified, and my funds are available for withdrawal. I will let you know if there are any problems, but if all is well I should receive my funds within 3 business days. I have no idea if that has anything to do with you, but thank you!

Thank you borovikanton11 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick