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Dear badri1987,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To clarify your íssue:

• Can you clarify the exact date when you submitted your initial request to remove the 2FA?
• Have you received any communication from 1xBet regarding the status of your request since April 4th?
• Could you please provide us with the specific email addresses you have sent your documentation to?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra

Complaint Update for Petra (CasinoGuru):

​"Dear Petra,

​Thank you for your assistance. To answer your questions accurately and provide more context:

​I first requested to remove 2FA on April 2nd, 2026.

​Between April 4th and yesterday, I had zero helpful contact. Despite my numerous attempts via live chat and emails, they ignored me. Live support operators kept telling me they hadn't received my emails. When I showed them screenshots proving I had already sent everything on April 4th, they started running me in circles—claiming I sent it to the 'wrong' email, asking me to resend it to different ones, and telling me to wait 24–72 hours repeatedly.

​Only yesterday, after I filed this complaint on CasinoGuru, did the situation finally move forward. This morning, I received a final request for a selfie with my passport. I have already sent this to them.

​I have been communicating with all their official emails to ensure they receive my documents:

​info-en@1xbet-team.com

​security-en@1xbet-team.com

​support-en@1xbet-team.com

​processing@1xbet-team.com

​security-ru@1xbet-team.com

​As of now, I have fulfilled their very last requirement. If they don't invent a 'new reason' to delay, the 2FA should be disabled today. I am grateful for your intervention, as it was the only thing that forced them to act. I will update you the moment I have access to my account."

I am writing to inform you that my issue has been successfully resolved. The casino has disabled the 2FA, and I now have full access to my account.

​Thank you very much for your professional assistance and for intervening in this matter. Without your help, I wouldn't have been able to achieve this result. I truly appreciate the work you do to protect players' rights.

​You can now mark this case as resolved."

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear badri1987,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra