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I submitted a withdrawal request on April 7, and they asked me for verification, which took about 2 weeks. Now they are telling me that I can't make withdrawals through airtm, which is where I previously deposited and withdrew. They asked me to do it in cash, but in my country, I am unsure of how to do that. I asked them for information and they did not provide me with the contacts of any local partners or cashiers (their address or phone number). They normally don't accept this method either, because all the others are blocked for me. Right now, I cannot bet in an effort to leave part of my money, they do not allow me to deposit money either. They proposed that I deposit money and withdraw via that method, but as I explained to them, they are not allowing me to do that either. They advised me to contact their security team, but the security team only tells me to do it in cash. The method of cash or using a cashier whom I used previously, I was informed no longer works for making my withdrawals, and I have sent them proof. Yet they continue to tell me to deposit money, but they do not allow me to deposit. I'm exhausted by this, I can't even place bets anymore, I just feel they are tricking me and stealing my money. My account is approximately 2 years old, perhaps even older than that, I just need my money now!

Envié una solicitud de retiro el 7 de abril, y me pidieron verificación, la cual demoro como 2 semanas, ahora me dicen que no puedo hacer retiros por airtm, que era donde ingresaba y retiraba anteriormente, ahora me dicen que lo haga en efectivo, pero en mi país, no se cómo, y les pido información y no me pasan los contactos de los cajeros o socios que trabajan aquí (su dirección o numero de teléfono), y no me aceptan normalmente tampoco ese método, porque todos los demás los tengo bloqueados, y tampoco ahora puedo apostar para intentar dejar parte de mi dinero, ni me permiten ingresar dinero, porque me dan la solución de que ingrese dinero y retire por ese método, pero les explico que no me dejan, y me dicen que me comunique con seguridad y seguridad solo me dice por efectivo. Y el método en efectivo o con un cajero que use, me dijeron que ya no trabaja para hacer mi retiro, y les envié las pruebas, pero me siguen dando la respuesta de que ingrese dinero, pero no me dejan ingresar. Y yo ya estoy cansado, que ni siquiera puedo apostar, solo siento que me están tumbando y robando mi dinero, mi cuenta lleva como 2 años o tal vez más, ¡ahora solo necesito mi dinero!

Hello mibles,

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

Could you please advise since when is your account fully verified? Did you try to check out the payment method available on your own on google or through their app (if they have any)? When was the last time you spoke to the casino and what was it about? Did they provide any alternate way to withdraw your balance?

Looking forward to your answer.

Regards,

Nick

Hello Nick, let me tell you that they told me from customer service that it was already verified about 2 weeks ago or so, but in the email chat they safely told me this (The betting house reserves the right to refuse to accept a bet or deposit from any individual without giving a reason. You can create a withdrawal request to receive the funds remaining in your account.), which was not a concrete verification response, but they did not block the bets saying or I get that my money It is worthless and neither is it worth depositing or withdrawing money.

The payment methods I used were airtm and I tried to do it through binance or skrill, but they didn't let me either, they told me that the only method available would be through cash, which I assume is an agent here in the city of Santa Cruz Bolivia, but I I told them that my ATM that once recharged me was no longer working, and I attached the photos, then they gave me the answer:

(To use alternative methods to withdraw funds. First, you must deposit, using an alternative method (it can be the minimum amount), bet the deposited amount with the minimum fee 1.1. Then go to the Security Department email , add photos of your identification document, proof of payment made to the betting house using the alternative method, indicate that you want to withdraw the winnings using the chosen alternative method. After receiving the response, approval from the department. security, You will be able to withdraw the funds. The email is in the "Contact" section (the bottom of the full version of the website).

Cryptocurrency and PayPal do not work like the alternative methods. The alternative method that you choose must be available in both sections, that is, in the deposit methods section and in the withdrawal methods section.

But currently they won't even let me deposit money to be able to make a withdrawal method.

The last time I spoke with customer service and security was on May 1st, it was to accept my cash withdrawal which they told me was the only way, because the platform did not accept me and also asking for the contact of their agents who They currently have that method.

They told me (You can create a withdrawal request to receive the funds left in your account.), but then they told me only by cash method.

Hola Nick, comentarte que me dijeron de atención al cliente que estaba ya verificado como hace unas 2 semanas mas o menos, pero en el chat de correo con seguridad me dijeron esto (La casa de apuestas se reserva el derecho de negarse a aceptar una apuesta o depósito de cualquier individuo sin dar un motivo. Puede crear una solicitud de retiro para recibir los fondos que quedan en su cuenta.), la cual no fue una respuesta concreta de verificacion, pero no bloquearon las apuestas diciendo o me sale que mi dinero no vale nada y tampoco ingresar o retirar dinero.

Los métodos de pago que utilice fue airtm y intente, hacerlo por binance o skrill, pero tampoco me dejaron, me dijeron que el unico metodo disponible seria mediante efectivo, que supongo que es un agente aqui en la ciudad de Santa Cruz Bolivia, pero yo les comente que mi cajero que una vez me hizo la recarga ya no estaba trabajando, y adjunte las fotos, entonces me dieron la respuesta:

(Para usar los métodos alternativos para realizar la extracción de los fondos. Primeramente, debe depositar, mediante un método alternativo (puede ser el monto mínimo), apostar el monto depositado con la cuota mínima 1.1. Luego diríjase al correo electrónico del Departamento de seguridad, añada las fotos de su documento de identidad, el comprobante de pago efectuado a favor de la casa de apuestas mediante el método alternativo, indique que quiere retirar las ganancias utilizando el método alternativo elegido. Después de recibir la respuesta, la aprobación del departamento de seguridad, Usted podrá retirar los fondos. El correo está en la sección «Contacto» (la parte inferior de la versión completa del sitio web).

La criptomoneda y PayPal no funcionan como los métodos alternativos. El método alternativo que Usted elija, debe estar disponible en ambas secciones, es decir, en la sección de los métodos para depósito y en la sección de los métodos para el retiro.

Pero actualmente no me dejan ni ingresar dinero para poder realizar un método de retiro.

La ultima vez que hable con atención al cliente y seguridad fue el 1ro de mayo, era para que me acepten el retiro de efectivo que me dijeron que era la unica forma, porque la plataforma no me aceptaba y tambien pidiendo el contacto de sus agentes que actualmente tienen por ese método.

Me dijeron (Puede crear una solicitud de retiro para recibir los fondos que quedan en su cuenta.), pero luego me dijeron que solo por el método de efectivo.

Thank you mibles for all the information provided. To find a solution together with the casino, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick