1xBet Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

I am unable to withdraw money. They say I must confirm my identity but nobody can do it thru live chat. I've sent multiple emails where they told me to and it's been 2 weeks without a return. I go to live chat 2-3 times a week and everytime they tell me they can't do anything.

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Dear mat2618,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

KYC is a very important and essential process during which the casino ensures that funds are sent to the rightful owner. As they do not have the ability to physically verify players and their identification documents, this is the only way gambling establishments can complete the verification procedure. All serious and licensed casinos treat KYC with great importance, and it may take a few working days to complete this thorough process.

• Could you please let me know which verification documents you have already provided and when you submitted the most recent one?
• Additionally, could you provide a timeline of the KYC verification documents you sent, along with any responses you have received?
• Finally, please clarify the date when you requested the withdrawal.

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

Best regards,

Petra

I have provided passport and driver licence the last time on march 13th. Also the keep asking me to activate my email but when I go into my account to do this I never receive the link. Live chat support can't do anything either and asked me to send an email to an other email addresses which I haven't had an answer either!

For the withdrawal, I tried interact transfer because thats how I deposited, it doesnt let me and tell me to complete KYC.

Now yesterday I saw that interact transfer isn't there anymore, not availlable for withdraw but there's visa. So I tried to deposit and play the minimum required and withdraw. It says operator error and live chat is very unhelpful.

Now they are telling me this :

''Unable to withdraw funds on request in the amount of 926.00 CAD, (). (Withdrawals are only possible using the same details that were used to make a deposit. If you deposit money via different payment methods, you should withdraw money in proportion to the amount you have deposited via each payment method.)''

But i deposited by interact transfer and I don't have the options to withdraw by interact.

Thank you for your reply and for providing the previous details, mat2618.

• Have you provided all the required documents as soon as possible and in the correct format?
• Have you received any specific reasons from the casino regarding the delay in processing your withdrawal?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Yeah I provided all the documents 14 days ago. They have my passport and my driver license. They tell they will eventually get to it but 2 weeks is a long time.

So they don't answer by email and in live chat they tell me to send email because they cant help me. They keep telling me I need to activate my email but I never receive the email and they can't help.

I tought I couldn't withdraw because KYC isn't completed but now when I try to withdraw it says I have to withdraw the same way I deposited but I deposited by Interact Transfer and it isn't availlable in the withdraw page.

I tried to deposit with visa and an e-wallet and withdraw after but it doesn't work either. So i'm just waiting. Seems like they are holding my money.

Just want to say that I still got no answer form anyone but the ability to withdraw with Interact was back this morning and it worked. So all my money is out of the site now.

Still a very bad experience and will never be back on that site.

Thank you for your update.

Do I understand correctly that your withdrawal was successfully processed, and the funds have already arrived in your account? Could you please confirm?

We are sorry to hear that the entire process took longer than expected and that your experience with the casino was not satisfactory.

Once you confirm that everything has been resolved and your funds are safely received, may I proceed with closing the complaint as resolved?

Thank you in advance for your confirmation.

Yes i got everything without having any answer from their part. Bad customer support but at least I got my money. Issue resolved!

Dear mat2618,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petra

Casino.Guru