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Hello, I made a withdrawal request on August 16 and received an email from kyc@1bet.com on August 17 asking for "a photograph of yourself, holding your identification document". I sent this on the same day, but so far, I have not received my withdrawal. I have already contacted the live chat, but the response remains the same, that there are many winners which is causing the delay. I also want to make it clear that I have met the 5x rollover using 1.6 odds and I have already sent all the requested documents. Thank you in advance

Olá, fiz uma solicitação de saque no dia 16/08 recebi um e-mail do kyc@1bet.com no dia 17/08 com a seguinte solicitação "uma fotografia sua, segurando seu documento de identificação". Fiz o envio no mesmo dia, é até o momento não obtive meu saque, já entrei em contato com chat ao vivo mas a resposta e sempre a mesma, que estão tendo muito vencedores por isso da demora. Também quero deixar claro que cumprir com rollover de 5x usando odds 1.6 e já fiz o envido de todas a documentação solicitadas. Desde já obrigado

Dear cortesgabriel852,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thanks for the reply, I'll be waiting for the 14 day deadline.

Obrigado pela resposta, estarei esperando o prazo de 14 dias.

Dear cortesgabriel852,

Have you received your withdrawal from the casino yet?

Yes, I received it, thank you very much for your attention so far.

Sim, recebi, muito obrigado pela atenção prestada até aqui.

Dear cortesgabriel852,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru