1xBet Casino LAT - Відкликання гравця відкладено.

Hi All,

I tried to withdraw my balance from my 1xBet account back in early June this year. I had never had any issues withdrawing money before. They requested some extra verification which i sent through. It has now been 2 months and they say they haven't even looked at my documents. It would seem that they just don't want to pay. If I email them they just reply "Dear customer, all requests are processed in turn. We apologize for any inconveniences and kindly ask you to wait for notification to your e-mail." I sent the last docs on 9/6/24.

Dear robcohen88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you have made successful withdrawals before?
• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hi Kristina,

Yes i had made 7 or 8 withdrawals previously and one larger than this amount.

I had supplied a photo of myself holding my passport and the email that 1xbet sent me to verify that i was a real person. They requested this after i sent a scan of my passport originally. So they processed that part very quickly but not the very last bit? Seems like they just don't want to pay. I sent the photo of myself and the passport on the 10th of June.

I wasn't using any bonuses.

Kind Regards,

Rob

Thank you for your reply, robcohen88. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you recently tried contacting the casino regarding this issue? 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.

Hi Kristina, See attached pics of attempted withdrawals and the errors that pop up even though i am using the same account i last deposited with.

See attached emails with the security team for verification

Thank you very much, robcohen88, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 robcohen88,

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

Dear 1xBet Casino LAT,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear robcohen88,

Thank you for the details provided. According to the security department, they requested utility bills for your residence on July 30th, but unfortunately, we have not yet received the requested documents from you.

Please continue to follow the instructions provided via email and submit photos of the utility bills.

Thank you in advance.

Best regards,

The 1xBet Team

They never did. Can you show the email requesting that please.

Dear 1xBet Casino LAT,

Can you please send us screenshot of the mentioned e-mail?

Thank you.

Dear robcohen88,

According to security regulations, we cannot share confidential correspondence publicly with third parties. The letter with instructions was sent to you on July 30th; please check all folders and email histories, including spam. However, we have also forwarded a request to resend the instructions for the documents currently expected.

Best regards,

The 1xBet Team

I have just emailed the document through now.

Dear robcohen88,

Have you been able to progress in your verification process?

Dear robcohen88,

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.

No haven’t had any luck with them. They keep asking for more and more things and then saying it’s in the wrong format or not good enough. Every excuse under the sun. My last deposit was R$3000 I made R$700 off that but if they want to keep that and just give me my money back I’d be happy. I just want this over. One of the worst betting companies I’ve ever dealt with

Dear robcohen88,

Could you please forward me the relevant communication between you and the casino to miroslava.d@casino.guru ?

Thank you.

Dear robcohen88,

When it comes to verification documents, it is a standard practice, that casinos require original documents in PDF format, to be able to examine the credibility of the documents. I can see from the screenshots, that they requested an unedited photograph in JPG format. I would advise you to try to make a photo of highest quality you can achieve, with a good lighting. Please forward me the e-mail after you send it to the casino.

Thank you for your cooperation.

Dear robcohen88,

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.

I had supplied this to them in JPEG

Dear robcohen88,

Have you received any update from the casino regarding your submitted document?

Dear robcohen88,

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.

Dear robcohen88,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.