1xBet Casino NG - Račun igrača je blokiran i isplata je odložena.

I played a game with 1xBet and tried to make a withdrawal. They asked for documents, which I provided, including the source of deposit. After submitting everything, they blocked my account and we entered into an appeal process.

They asked me to send the documents through the post office, which I did. Later, they responded and asked me to fill out a form online, which I also completed and submitted. After that, they again asked me to fill out the same form and send it physically to the postal address they had previously provided, which I also did — about three months ago.

Now, when I try to log in, I am told to follow the instructions sent to my email. However, I have not received any email containing such instructions, and I have checked thoroughly.

Please help me settle this dispute between me and 1xBet. This verification process has been ongoing since November 2022. Am only asking for my refund of deposit. They should refund and block my account.

Dear EliteDaniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal from 1xBet and the ongoing verification process.

To assist you effectively, I would like to clarify a few details regarding your situation. Could you please provide answers to the following questions?

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Can you please post a screenshot of what you see when logging into your casino account here in this thread? When was the last time you accessed your casino account without any restrictions?
• Also, do I understand correctly that this issue has been ongoing for 3 years? Or was that a typo?

Your cooperation in providing these details will help us investigate and work towards a resolution. We want to ensure that we have all the necessary information to assist you effectively in resolving this matter.

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Here is what I see when I log in. In respect for documents I provided, I have provided my identity card, statement of account, proof of deposit, the debit card I used to find my account. They also asked for physical sending of those documents which I did. Yes the verification has been ongoing since 2022

Thank you very much for your reply, EliteDaniel. When was the last time you had full access to your casino account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have done that... I have forwarded them to you

Thank you very much, EliteDaniel, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear EliteDaniel,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1xBet Casino NG representative to join this conversation and participate in resolving this complaint.

Dear 1xBet Casino NG,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear user and Casino Guru Team,

Thank you for the information provided.

We will now proceed with the escalation of the case to the relevant department. Please allow some time for the process, and we will inform you as soon as we receive a response.

We appreciate your cooperation and patience.

Sincerely,

1xBet Support Team

Dear 1xBet Casino NG,

Thank you for your response and the information you have provided.

Please update us as soon as possible.

I'll be awaiting your reply.

Dear user,

Due to the time that has passed since your last message, we kindly ask you to send a new email to the Security Department to resume communication regarding your case.

Please make sure to write from your registered email address and include all relevant documents and details to avoid further delays.

Sincerely,

1xBet Support Team

Dear EliteDaniel,

Could you follow the casino's instructions and contact the Security Department attaching the necessary documents?

Please let me know once you do that.

I'll be awaiting your reply.

Picture attached is what they have been sending that o should follow the instructions, I keep on asking them which instructions are they talking about and they will bump up the message again that I should follow instructions. I have sent the documents they said I should send to the address they provided as I did initially...

The other image is the screenshot of the message I got each time I logged in.. they should refund my stake and cancel the winning and give me back my deposit.. this has been in existence since 2022

Dear 1xBet Casino NG,

Could you please update us on the situation?

I'll be awaiting your reply.

Dear user,

We have received your document and it is currently under review. Please wait for further instructions from the Security Department once the verification process is completed.

Thank you for your patience and cooperation.

Best regards,

1xBet Support Team

Dear 1xBet Casino NG,

Please keep us updated regarding the player's verification and let us know as soon as you have any news.

I'll be awaiting your reply.

They requested for a call which I have submitted my username for the scheduled call. Thank you Casino guru for your intervention

Dear 1xBet Casino NG,

Please keep us updated regarding the verification call and let us know about the outcome.

I'll be awaiting your reply.

We have completed the verification call... And they said they will get back to me via mail

I just want to say a big thank you to the Casino Guru team for stepping in and helping me resolve the issue I had with 1xBet. After years of trying on my own without success, you guys came through and ensured I received my full payment. I truly appreciate your dedication, professionalism, and the support you offer to players. Keep up the great work — you're making a real difference!

Dear user,

Our records show that you have not yet completed the required video conference for verification. Please carefully follow the instructions previously provided to you, and coordinate a time to join the call with our Security Department via Microsoft Teams.

Completing this step is essential for the resolution of your case.

Best regards,

1xBet Support Team

Dear EliteDaniel,

Did you manage to follow the casino's instructions and set up a call with the Security Department?

I'll be awaiting your reply.

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

Dear EliteDaniel,

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,

Stefan