1xBet Casino - Povlačenje igrača je odloženo.

Casino: 1xBet

Complaint Reason: Delayed Payment

Amount in Dispute: KRW 4,000,000

I am submitting this complaint regarding a withdrawal of approximately KRW 4,000,000 that has remained unresolved for about one month.

After requesting my withdrawal, I was asked to complete verification procedures by the Security Department.

At that time, I was serving mandatory military duty in South Korea and was located inside a military facility where taking the requested live verification photo was not possible. I explained this situation to customer support.

A representative confirmed that my military service situation was understood, that there would be no strict deadline for submitting the verification, and that my funds would remain safe until I could submit the requested materials while on leave.

As soon as I was granted leave, I submitted the requested verification materials from outside the military facility.

During the past month, I have continuously cooperated with every verification request made by the operator. I have submitted numerous documents and verification materials, including:

Driver's license

Identity documents

Verification selfies

Selfies with requested documents

Transaction records

Family relationship certificate

Additional live verification photos

Session/login history verification photos

Despite my continued cooperation and repeated submissions, my withdrawal remains unpaid.

My account was also temporarily restricted during the verification process. Although access was later restored, I continue to face additional verification requests.

Most recently, I was informed that my submitted photos were not sufficiently clear and was asked to submit new photos again. I have continued making every effort to comply with all requirements.

In addition, I currently do not have access to the withdrawal function on my account. The withdrawal option is not available, preventing me from submitting, managing, or reviewing withdrawal requests.

My withdrawal has now been pending for approximately one month while I continue to cooperate with the verification process.

I am not refusing verification and remain willing to cooperate. I am simply requesting a fair completion of the verification process and payment of my withdrawal.

I respectfully request Casino GURU assistance in reviewing this case and helping resolve this dispute.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please confirm you submitted photos of your documents or selfies in good lighting conditions? (similar to the photo with the written code you submitted)
• Have you been available to submit the documents this time? Are there no obstacles in continuing the verification process due to your leave ending?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• If there is any additional communication you wish to share, send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thank you for your reply, ted4866.

I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or its explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.