1xBet Casino MX - Відкликання гравця відкладено.

I have a situation with the 1xbet casino. The problem started when I tried to withdraw funds. The system indicated that the payment method was not the same as the one used for deposits. I want to clarify that the withdrawal attempt was made via SPEI and it's important to mention that there were deposits made through this method. When I approached customer support, they told me to send an email to the security department to look into the issue. Upon contacting them, they mentioned that the account needed to be verified, so I submitted the various documents they requested. This document submission was completed on July 3rd, and they have since informed me that the request has been forwarded to the specialists. My first question is, it's been 15 days and my case still hasn’t been resolved. Is it normal for it to take this long? Should I be worried about this situation?

Tengo una situación con el casino 1xbet, el problema comenzo al momento de querer retirar, el sistema marcaba que no era tipo de pago con el que se realizaron los depósitos, aclaro que el intento de retiro fue por spei y es importante mencionar que si hubo depósitos mediante este medio. Al acercarme con la gente de soporte me comentaron que tenia que mandar un correo al area de seguridad para revisar el tema, al coctactarlos comentaron que la cuenta requería ser validada por lo que estuve mandando los diferente documento que me soliciaron. Esta solocitud de documentos finalizo el día 3 de julio ya me contestaron que fue enviada la solicitud a los especialiastas. Mi primer duda es, ya pasaron 15 días y aún no resuelven mi caso, es normal que tarden tanto? Deberia preocuparme por esta situación?

Dear oscarrgp20,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

While some delay may occur, we intervene in cases where a withdrawal is delayed more than 14 days.

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

• Have you made any successful withdrawals from the casino in the past?
• Have you received any confirmation from the casino regarding your submitted documents? Were they approved?
• Have you accumulated your winnings with or without an active bonus?
• Is your account accessible to you? Can you log in?
• Do you have access to your deposit history, found in your player's account? Is the correct payment method recorded in the list of previous deposits?

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,

Tomas

How are you

Answering in the order you comment:

-I have not made withdrawals since opening the account

-I have a confirmation email that the documents are already correct and being reviewed by specialists

-No bonus was used at any time

- Yes I have access to the account, however it is no longer possible to perform any action within the site, neither play, nor deposit, nor withdraw, etc.

-If I have access to transaction history

Que tal

Contestando en el orden que comentas:

-No he realizado retiros desde la apertura de la cuenta

-Tengo correo de confirmación que los documentos ya estan correctos y siendo revisados por los especialistas

-No se utilizo bono en ningún momento

- Si tengo acceso a la cuenta, sin embargo ya no es posible realizar ninguna acción dentro del sitio, ni jugar, ni depositar, ni retirar, etc

-Si tengo acceso al historial de transacciones

Additionally, I answered the email asking about the status and they told me this, but from my point of view the time was too long.

Adicional, yo conteste el correo preguntando el estatus y me comentaron esto, pero desde mi punto de vista ya fue demasiado el tiempo

Thank you very much, oscarrgp20, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi oscarrgp20,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1xBet Casino MX, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's verification? Have you received all the necessary documents? Is unfinished KYC the only obstacle before processing player's withdrawal requests?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello. Dear oscarrgp20,

For more information on verification, please provide us with your gaming account number(ID). We'll check the information and back to you with the answer.

Best regards,

The 1xBet Team

Dear 1xBet Casino MX, please, check the player's account ID.

Hello,

The latest documents sent by the user have been accepted and are under verification by the payment system to confirm their authenticity. Unfortunately, we cannot fully influence the speed of their verification process, so we cannot provide an exact timeframe for when their response will be received. As soon as the payments are verified and the security service receives a response, they will contact you via email.

Thank you for your cooperation and patience.

Best regards,

The 1xBet Team

Yesterday marks one month since they received the documents, from my point of view the time it is taking is already excessive, I need to use the money to be withdrawn and it is the date on which it is not possible

Ayer se cumple un mes desde que recibieron los documentos, desde mi punto de vista ya es excesivo el tiempo que estan tardando, requiero hacer uso del dinero a retirar y es la fecha en que no es posible

Dear 1xBet Casino MX, please let us know if there has been any progress with the player's verification after your last message.

Dea oscarrgp20,

We apologize for the delay. The Security Department reminded the payment system just yesterday, and the confirmations are still under review on their end. As soon as we receive the result, the Security Department will inform you via email immediately.

Best regards,

The 1xBet Team

Do you have a date? Is there anything additional that can be done to speed up this process? As I mentioned, it is already too much time from my point of view.

Tienen alguna fecha? Hay algo adicional que se pueda hacer pra agilizar este proceso?, como lo comente ya es demasiado el tiempo desde mi punto de vista

Please help me resolve this situation

Por favor ayudenme a resolver esta situación

Dear 1xBet Casino MX, we are extending the timer for one more week, I hope you can share any updates with the player as it's been over a month since they submitted the documentation for review. We believe 30 days is enough to conduct the verification and ask you to speed up the process.

Dea oscarrgp20,

We are very sorry, but unfortunately, the status remains unchanged. The security department is still waiting for a response from the payment system with the results of their investigation. Unfortunately, since the speed at this stage depends not only on us but also on the payment system, we cannot provide exact timeframes. However, we assure you that the security department is constantly monitoring the status, and as soon as the results are received, you will be notified via email.

Best regards,

The 1xBet Team

Another week is almost up and I still haven't received any response.

Esta a punto de cumplirse otra semana y sigo sin recibir respuesta alguna

Will there be no further follow-up to the case? To this day I still have not received a response from the casino.

Ya no habrá seguimiento al caso?, al día de hoy sigo sin recibir respuesta de parte del casino

Dear 1xBet Casino MX, please share the updates.

I understand that it is necessary to wait for the casino to respond, is that correct? We are very close to completing 2 months with this situation, it is already too much time, what solution is there? I do not understand what they are supposed to be investigating or if they are just excuses to not pay, it was already too much

Entiendo que es necesario esperar a que conteste el casino, es correcto? Estamos a muy poco de que se cumplan 2 meses con esta situación, ya es demasiado el tiempo, que solución hay? No entiendo que es lo que se supone que estan investigando o si solo son pretextos para no pagar, ya fue demasiado

Dear oscarrgp20,

We regret to inform you that there has been no change in the status. Our security department is still awaiting the payment system's investigation results. Please rest assured that our security team is closely monitoring the situation, and you will be promptly notified via email as soon as the results are available.

Best regards,

The 1xBet Team

Since July 3, the status has not changed. As I repeat, the 2 months are about to be up. Please help me speed up the solution. The time it is taking does not seem normal to me. Natalia, how do you see the situation? Is it normal? Because as such, there has been no attempt to resolve the issue. Since July 17, when the complaint was filed, the status has been the same.

Desde el 3 de Julio no ha cambiado el estatus, como les repito estan a punto de cumplirse los 2 meses, apoyenme a acelerar la solución de favor, no se me hace nada normal el tiempo que les esta llevando, Natalia tu como ves la situación?, es normal?, porque como tal no ha habido un intento se solucionar el tema, desde el el 17 de Julio que se levantó la queja se tiene el mismo estatus

Hello everyone, in most cases casinos manage to conduct verification within 30 days, however, we admit there may be some complications in this process and it can be prolonged. The maximum reasonable amount of time for KYC is 2 months. Considering the player uploaded the requested documentation on 3rd July, I believe the verification has to be done by 3rd September. I will expand the timer for the last time, but if there are no updates in a week, the complaint will be closed as unresolved.

Dear all,

Unfortunately, we are constantly requesting a response from the payment system, but the payments received from the player are still under review on their end as of today.

We are doing everything possible to resolve the issue, but the reaction times and regulations of local payment systems and banks are beyond our control. Considering this factor, we cannot provide exact timeframes, so we rely on your understanding and request not to close the complaint while the issue is still being processed. Please note that inquiries are not being ignored, and updates on the current status and any developments are being provided. As soon as we receive official confirmation from the payment system, this stage of verification will be completed.

Best regards,

The 1xBet Team

I want to update the status of the complaint. On the one hand, the security team has already contacted me and the account that was partially blocked is now working correctly. On the other hand, I tried to make withdrawals through SPEI and it gave me the error attached in the image. I have already escalated it to the security team, I hope it is something that can be resolved soon to close the issue.

Quiero actualizar el estatus de la queja. Por una parte ya se contacto conmigo el equipo de seguridad y la cuenta que estaba parcialmente bloqueada ya funciona correctamente,. Por otro lado intente realizar retiros mediante spei y me arrojo el error anexo en la imagen. Ya lo escale al equipo de seguridad, espero sea algo que se puede resolver pronto para ya dar por finalizado el tema

I am updating the status again, this is what the security team answered me and from what I understand they made a mistake confirming that the account was already ready, I attach the series of emails. I hope there can be a resolution soon.

Nuevamente actualizo el estatus, esto me contesto el equipo de seguridad y por lo que entiendo se equivocaron confirmandome que ya estaba lista la cuenta, anexo la serie de correos. Espero pueda haber una resolución pronto

Dear oscarrgp20, my apologies for the late reply as I was on vacation.

Can you please update me on the status of your verification? It's been 2 months already, is your account still unverified?

Don't worry, I understand. And no, as of today the account is still not verified.

No te preocupes, entiendo. Y no, al día de hoy la cuenta aún no esta verificada.

To this day I still can't withdraw, 2 months and a week and counting...

Al día de hoy sigo sin poder retirar, 2 meses una semana y contando ...

Hi everyone, unfortunately, we cannot keep this complaint open for an indefinitely long time and due to the lack of progress after more than 2 months, I'm forced to close it as unresolved. I understand this is not a satisfactory solution for both sides, however, I hope you will consider reaching out again in the future if you have any new information that may help us resolve this case.

Dear 1xBet Casino MX, you are more than welcome to request a reopening of this complaint as soon as you have any updates.

Dear oscarrgp20, you will be notified by email, if the complaint will be reopened. Alternatively, you can request to reopen it if you have any news. In the meantime, you may want to contact the local license authority – Dirección General de Juegos y Sorteos Mexico (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. 

Please, contact me via email (natalia.b@casino.guru) in case of any concerns.

Thank you very much for your understanding.

Regards,

Natalia