1xBet Casino - Povlačenje igrača je odloženo više od godinu dana.

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 problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

Additionally, could you please advise when was your last communication with the casino?

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,

Attila

Hello Attila,

Thank you for your response.

The issue is not that my documents are still being reviewed. The problem is that I have been stuck in a verification loop for over a year without receiving any meaningful response from 1xBet's Security Department.

I have already provided all of the required documents in the correct format, including:

1) My updated, valid government-issued photo ID (to replace my expired one).

2) Additional verification documents (such as proof of residence) requested by the casino (sent directly to the Security Department and Info team).

I initially sent them using the iCloud email address that is registered on my 1xBet account. After being told that they were not receiving my iCloud emails, I resent everything from my personal Gmail account as well. Despite this, I have still not received any response from the Security Department. Last email i sent them was with all my complete valid documents was 4 days ago

My last communication with the casino was through their live chat and phone support. Unfortunately, they keep directing me back to the same Security Department email address, which has not responded to my emails. As a result, I have had no progress whatsoever despite repeatedly following their instructions.

At this point, I have done everything that has been requested of me. My account remains restricted from placing bets or making withdrawals solely because the Security Department has not processed or responded to my updated verification documents.

I am happy to provide any additional documents or proof directly to you or to 1xBet if requested. I respectfully ask that Casino Guru contact the casino and request that they manually review my submitted documents expediyiously so my verification can finally be completed and my balance of $1,100 CAD can be withdrawn.

Thank you for your assistance.

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hello Attila,

I have just sent an email to your provided address containing all of the documents I submitted to 1xBet for verification, along with my communication history with the casino's customer support and Security Department.

The email includes my updated government-issued ID, proof of residence, screenshots of my correspondence with the casino, and other relevant evidence showing my repeated attempts to complete the verification process.

Please let me know if you require any additional information or documents. I appreciate your time and assistance, and I look forward to your review.

Thank you.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay, i await his feedback

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 1xBet Casino representative to join this conversation.

Dear 1xBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Thank you for your message.

We have accepted your complaint for review and forwarded all the information provided to the responsible department.

Please allow some time for the investigation to be completed. We are currently awaiting a response from the responsible department, which is necessary to finalize the review.

Once we receive the required information, you will be informed of the outcome through the official support channels.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Dear 1xBet Casino,

I understand that the case is currently under review. Given how long the player has already been waiting, I would appreciate it if you could keep us updated and let us know the outcome as soon as you receive a response from the relevant department.

Thank you in advance.

Hello,

Thank you for your patience.

We are pleased to inform you that your verification has been successfully completed.

Your account has been verified, and you can now use all account functions, including withdrawals.

If you experience any issues while making a withdrawal, please contact our Support Team through the official support channels, and we will be happy to assist you.

Thank you for your cooperation throughout the verification process.

Best regards,

1xBet Team

Dear player,

Could you please confirm whether you are now able to access your account and successfully submit a withdrawal request?

I will keep the complaint open until we receive your confirmation that everything is working as expected.

Thank you, and I look forward to your reply.

Hello Casinoguru,

It has been resolved. But i must say its extremely disappointing that 1xbet does this to customers. Very bad customer management and chat support!. I will let you know if there's any future issues or concerns

Thank you.

Dear molawuyi,

Thank you for confirming that the issue has been resolved. I’m glad to hear that your verification was completed and that you can access your account functions again.

As the matter has now been resolved, we will close the complaint accordingly.

As you may know, our Complaint Resolution Center is completely free of charge, and we do not accept gratuities. However, if you were satisfied with our assistance, we would greatly appreciate it if you could take a moment to share your experience on Trustpilot:

https://www.trustpilot.com/evaluate/casino.guru

Your honest feedback helps us improve our service and assists other players who may be considering reaching out to us for help with online casino-related issues.

Thank you in advance for your time and support.

Best regards,

Barbora

Casino.Guru