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I want to add an important update regarding my complaint; my current balance is 600 Egyptian pounds. The problem arises because when I try to win, I get an error message (Auth Failed - Auth Failed), and all withdrawals from my new account have disappeared. This means that the casino has not only stalled on providing complete documentation, but has also technically blocked me from accessing my balance, preventing me from fully withdrawing the 600 pounds. This constitutes misconduct by the casino and constitutes a violation against the player.

أريد إضافة تحديث هام وجدي شكواي؛ المكشوفة الآن هو 600 جنيه مصري. الأزمة الناشئة، فعندما أصبح الفوز لصفحة الآن يظهر لي خطأ (فشل التفويض - فشل التفويض) واختفت جميع الانسحاب من حسابي الجديد. هذا يعني أن الكازينو لم يكتفِ بالماطلة الشخصية مستندات كاملة، بل قام فعلاً بحظري تقنياً من الوصول لرصيدي يمنعي من واضحي بالكامل في الـ 600 جنيه. هذا يسمح بسوء التصرف في الكازينو ونوته ضد اللاعب."

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Dear SARA111888,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with 1xBet Casino. I'm afraid I will need more information regarding your problem. Could you please elaborate?

Additionally, could you please confirm whether your complaint is in regards to 1xBet Casino? Or do you have any other complaints open with us?

Thank you in advance for your reply.

Best regards,

Attila G.

Hello Attila, thank you for following up. Regarding the 1xBet casino issue, I would like to clarify that the problem is related to an 'auth failure'. The funds are already in my account balance, but I am unable to withdraw them due to this technical error preventing the transaction from being completed. I await your assistance in resolving this technical obstacle.

مرحباً أتيلا، شكراً لمتابعتك. بخصوص مشكلة كازينو 1xBet، أود التوضيح أن المشكلة تتعلق بـ 'فشل التفويض'. الأموال موجودة بالفعل في رصيد حسابي، لكنني غير قادر على سحبها بسبب هذا الخطأ التقني الذي يمنع إتمام العملية. أنا أنتظر مساعدتكم في حل هذا العائق التقني."

Dear SARA111888, thank you for your response. Please allow me to ask you a few questions, so I can better understand your situation.

Could you please send me a link to the casino against which you wish to raise a complaint?

Are you currently able to access your casino account?

Have you contacted the customer support in relation to this issue?

Thank you in advance for your reply.

Yes, I contacted casino support and they refused to refund my money. They said the ID card linked to the account didn't match because I entered the ID randomly. When I presented my card, they refused and refused to refund the money.

نعم تواصلت مع دعم الكزينو ورفض رد الامولل يقول بطاقه الهويه الذي ف الحساب غير مطابقه لانني ادخلت الهويه بشكل عشوائي وعندما قدمت بطاقتي رفضو ورفضو استرداد الاموال

Yes, I contacted casino support and they refused to refund my money. They said the ID card linked to the account didn't match because I entered the ID randomly. When I presented my card, they refused and refused to refund the money.

Casino link: https://1xlite-65453.pro/ar/user/login?tag=d_3798613m_97c_

I can access the account, but there is no withdrawal button.

نعم تواصلت مع دعم الكزينو ورفض رد الامولل يقول بطاقه الهويه الذي ف الحساب غير مطابقه لانني ادخلت الهويه بشكل عشوائي وعندما قدمت بطاقتي رفضو ورفضو استرداد الاموال

رابط الكازينو https://1xlite-65453.pro/ar/user/login?tag=d_3798613m_97c_

وانني قادر للوصول للحساب ولاكن لا يوجد زر السحب

Dear SARA111888, thank you for your response.

Have you passed the KYC verification in 1xBet Casino?

Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

No, because when I downloaded the app, I entered a random ID number, not my real one. Then, when verifying my ID, they asked me for a photo of the card number I had randomly entered. When I provided them with my ID, they refused. And when I told them I wanted to withdraw the money and close the account, they refused. Note that I have tried this service with other apps and they sent me the money.

لا لان عندما قمت بتنزيل التطبيق قمت ب ادخال رقم هويه عشوائي وليس حقيقيا ثم عند تاكيد الهويه طلبو مني صوره هويه رقم البطاقه الذي ادخلتها بشكل عشوائي عندما زودتهم بهويتي رفضو وعندما قلت لهم اريد سحب الاموال واغلاق الحساب رفضو مع العلم قمت بتجربه هذه الخدمه مع تطبيقات اخري وارسلو لي الاموال

Dear SARA111888, thank you for your response.

Unfortunately, as per the casino's Terms and Conditions,

In the event of ...

doubts about the identity of the customer or the information they have provided (i.e. address, credit/debit card details, other data)

...The company’s management is entitled to request at their discretion any documents from the bettor substantiating their identity or other data they have provided (for example, passport details, residential address), as well as to cancel any payments until all such details have been verified. 

The company’s management reserves the right to conduct a video conference as a part of the identity verification process(or by requesting a video of the documents), and/or request for the documents to be sent by post. Verification may take up to 72 hours from the receipt of the documents. The outcome of the video conference can be provided to the customer within 5 working days after a video conference takes place. It may take up to 14 working days to verify these video documents.

If the customer refuses to undergo verification, the company reserves the right to void their bets (including bets placed from duplicate accounts). Furthermore, the management reserves the right to take any reasonable measures, including but not limited to blocking the account and freezing the available funds until the account holder is established and their deposit methods have been confirmed.

Upon completion of the investigation, the company can make any decision that it deems to be fair and reasonable:

to block (close) the account (including any duplicate accounts),..

I understand that there may have been some misunderstandings regarding the information provided during the registration process. Unfortunately, due to the admission of incorrect information, we are unable to proceed with any claims for payments from the casino. If you have any further details or clarification to provide regarding this matter, please do not hesitate to reach out. Otherwise, I regret to inform you that I will have to reject this complaint.

Thank you for your understanding.

Dear SARA111888,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru