1xBet Casino - Igrač se bori da verifikuje svoj nalog.

Hello, it’s been over 1 year now since 1xbet blocked my account with 27,000,000 F (about USD 45,000). Account ID: 370930595

I’ve checked online and seen lots of users with this problem. Noticed 1xbet responds claiming their rule 2.26 on multi-accounting has been violated by the user and refunds their deposit. I don’t have multiple accounts and wonder why after following all their KYC instructions and sending all required documentation for over 1 year now, they haven’t unblocked my account and refunded my deposit. Are they trying to defraud me?

Here’s a rundown of all the verification process they’ve done so far:

06/01/22: I tried to make a withdrawal from my account and noticed it’s blocked. They ask me to send basic verification documents (photo of ID, photo of me holding ID and phone with mail from their security team, screenshots of cryptocurrency account used to make deposit, history of account and account details, etc)

11/01/22: My account is blocked and i’m asked to submit an appeal claim

07/03/22: They ask me to send by postal service: notarized copy of my national ID, screenshots of my cryptocurrency account  and a copy of my bank statement to their address at P.O Box 856, Lviv, Ukraine, 79008. Note that the war in Ukraine had just started making it very difficult and expensive to send documents by post. I however sent the documents and notified them.

19/09/22: 1xbet says the are looking at the documents 

30/10/22: They ask me to complete a questionnaire with questions on if I modified documents that were sent to them (I didn’t) and also which device I used to get screenshots of what I sent.

06/12/22: They ask me to take a picture holding a code they shared with me and upload.

11/12/22: I’m asked to do a skype video call with them. It’s done and I received a mail saying I passed the skype verification.

16/12/22: I’m asked to fill a very long questionnaire with questions like what’s my favorite sport, my gender, nationality, if someone influenced my betting strategy, etc. 

19/12/22: I’m asked to download a questionnaire with the same questions asked above, fill it out by hand and send to their address P.O Box 856, Lviv, Ukraine 79008

24/12/22: I’m asked to do another skype video call with them. It’s done and I receive another mail saying I passed the skype verification. 

27/12/22: I’m asked to upload a copy of my birth certificate, driver’s license or utility bill. I uploaded my birth certificate.

02/01/23: I’m asked to send a notarized copy of my birth certificate to their address P.O Box 856, Lviv, Ukraine 79008. This is the third time I'm being asked to send documents by postal service to Ukraine. Which is very expensive.

05/01/22: I’m asked to send a copy of a mental capacity certificate. I go to a specialist center on this, get the tests and submit the certificate to them.

08/12/22: I’m asked to send a notarized copy of the mental capacity certificate to their address in Ukraine. Fourth time i’m asked to send documents by land mail. I however send the documents. Got a notification from the postal service that the document has arrived. I’ve notified 1xbet and not heard from them.

I don’t know when this endless verification process will end and I think they are trying to defraud me of my funds. I Would like them to unblock my account and give me access to my funds.

Hello EmileKC,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1xBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account closed? Did the casino provide any proof of account multiplicity? Did you ever withdraw from the casino? Is your balance generated from real money or bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thanks for your response. Account was closed on 6th January 2022. 1xbet has not provided me with proof of account multiplicity. They’ve been taking me through an endless verification process for over a year now (submitting identification documents both online and through postal service, 2 skype verification calls, sharing birth certificate and mental capacity certificate, etc)

I’ve never withdrawn from 1xbet. Tried first withdrawal after winning 3 bets, but they didn’t allow it and started the verification process. Account balance of about 45000 USD (27,000,000 F) is generated from real money, no bonuses. 

Last spoke to 1xbet security service via mail on 12th January 2023 to inform them I got a notification from postal service that the notarized copy of my mental capacity certificated, requested by them had arrived their P.O. Box 856, Lviv, Ukraine 79008 address. Got a reply from them saying " Your account is under verification at the moment, you should follow the instructions listed on the website" I don’t see any further instructions.

Can you please forward the communication between you and the casino with any additional evidence which supports your case to nikolas.b@casino.guru?

Hello Nick, all communication with 1xbet has been forwarded to you. Together with additional evidence.

Today - 19/01/2023: I have been asked to upload a certificate stating I have no gambling addiction in my account.

This was already uploaded on my account on 5th January 2023 and a notarized copy sent by postal service on the 9th January 2023. Postal services notified me it has arrived your PO Box 856 Lviv, Ukraine 79008 address. Photos attached.

Why I'm I still asked to upload this again?

Thank you EmileKC for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi EmileKC,

I've just reviewed your case and am very sorry that you came across such an issue.

In order to help you resolve the problem, I will contact the casino.

I'd like to invite 1xBet Casino to join this conversation and participate in the investigation.

Can you please provide us with more details about the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player? Why are the same documents needed to be sent by post again and again?

Looking forward to hearing from you! Thank you.

Best regards,

Tomas

Dear EmileKC, 

Thank you for contacting us!

We've checked all the information regarding your situation with the Security Service. At the moment, you are undergoing a verification procedure according to the T&C: 

2.34 Should the bookmaker’s Security Service have any concerns about the bettor’s identity or their personal details (address, credit or debit card, other data), they are entitled to request any documents from the bettor substantiating their identity or other submitted data at the bookmaker’s absolute discretion, as well as to cancel any payments until all such details are verified

The verification procedure is standard for each betting company. Please re-login in your account and follow updated instructions

Also, we kindly ask you to provide us with the feedback if your instruction wasn't updated

Best regards,

1xBet Support

Hello 1xbet,

Yesterday 26/01/23 - I received instruction to upload a photo of the Doctor's license who issued the medical certificates. Which I did. 

Today 27/01/23 - I receive instruction to do the same thing again. Why are you asking for the same thing again and again?

I have uploaded the doctor's license for a second time. I'm sure the next instruction will be to send a copy of the Doctor's license to the Ukraine address by land mail. I have already sent documents to Ukraine four-times, spending lots of money. Are these requests to frustrate my efforts? Is this pre-meditated fraud? or is this still part of your "standard KYC" ?

Hello Tomas, I have emailed you supporting evidence, including a photo of the Doctor's license.

Dear 1xBet Casino,

Could you please confirm that you have received all the necessary evidence from the player?

Thank you.

Kind regards,

Tomas

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.

Dear EmileKC,

We've checked with the Security Department that at the moment you need to follow the instructions, provided to you on the website

All the best,

The 1xBet Team

Dear EmileKC,

Could you please advise what next steps need to be followed upon the casino's above-mentioned reply?

Thank you.

Kind regards,

Tomas

Hello 1xbet,

06/02/23: I received instruction to send an apostilled document confirming my identity to your Mexico address. This was done. This was the last instruction I've received from the security team.

Postal services has informed me the document has arrived your Mexico address. Can you collect it and finalize my verification process?

Dear 1xBet Casino,

Could you please confirm that you have now received all the necessary documents from the player?

Thank you.

Kind regards,

Tomas

Dear Tomas,

As per the Security Department, we're yet to receive the documents

Best regards,

The 1xBet Team

Dear 1xBet Casino,

After checking the tracking number provided by the player, I can see that the shipment is ready for collection in GUADALAJARA - MEXICO, from the 13th of February.

Can you please pick up this shipment and not let it expire? If this should be the last step in order to verify the player's account, we would highly appreciate your cooperation here.

I will now extend the timer for additional seven days, and hopefully, we will hear good news from you.

Thank you.

Kind regards,

Tomas

Dear Everyone,

As soon as the Security Department receives and reviews the documents, the player will be notified immediately, that is a guarantee

Best regards,

The 1xBet Team

Dear 1xBet Casino,

Upon checking the DHL shipments updates, we can now see the status as 'delivered'. Could you please confirm that you have picked up the player's documents and update us once you have them reviewed?

Thank you.

Kind regards,

Tomas

Dear EmileKC,

Please wait for an update on your verification in the next 24 hours

All the best,

The 1xBet Team

Dear all,

We would like to inform you that the player has confirmed receipt of the payment.

Here's a direct quote:

"Hello Tomas, I received the final decision from 1xbet and have successfully withdrawn my funds.

Wish to thank you for this assistance. You can mark the complaint as resolved."

As the complaint is now successfully resolved, we will close it as ‘resolved’ in our system.

Thank you both for your cooperation.

Kind regards,

Tomas