1xBet Casino - Перевірка гравця затримується.

Hello ArtemKorenko97,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1xBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello!

The verification process is going for almost a year. I got every personal document you could imagine accepted (ID document, driver's license, passport), a lot of bank statements and screenshots of digital accounts, lot of letters sent to Ukraine (papers with questions, personal documents), medical statements saying I wasn't addicted to gambling... They even asked for a copy of the doctor's license. Something absolutely private, and I still sent them that.

The last document they asked was for an apostile document to confirm my identity. I'm not going to request something like that, it's ridiculous.

What more do you need to verify someone's identity than speaking to the person and seeing the person via video call like I did... Twice!

Thank you ArtemKorenko97 for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Artem,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1xBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1xBet Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify his identity and withdraw the winnings?

Thank you in advance for providing the information.

Dear Artem, 

Thank you for contacting us!

We've checked all the information regarding your situation with the Security Service. At the moment, you are undergoing a verification procedure according to the T&C: 

2.34 Should the bookmaker’s Security Service have any concerns about the bettor’s identity or their personal details (address, credit or debit card, other data), they are entitled to request any documents from the bettor substantiating their identity or other submitted data at the bookmaker’s absolute discretion, as well as to cancel any payments until all such details are verified

The verification procedure is standard for each betting company

In order to proceed with the verification process, you need strictly follow the instruction from the Security Service. Please upload the apostilled copy of your ID card to your personal account on the website

We kindly ask you strictly follow the instruction. If you'll have any additional questions, please feel free to contact us

Wish you a good day!

All the best,

1xBet Support

Dear 1xBet Casino team,

Although the verification process is standard for most online gaming companies, it is not standard to require apostilled IDs from players.

Artem mentioned that he provided the casino even with several IDs to verify his identity. Those ID documents were likely issued by the government of his country of origin.

This is not enough to verify his identity? Can you please state the reason why should the player's ID be apostilled, please?

Dear Branislav, 

Thank you for your question!

According to the Terms & Conditions in case if the Security Service have any concerns about the bettor’s identity they are entitled to request any documents from the bettor substantiating their identity. This information is clearly spelled out in Term 2.34:

- Should the bookmaker’s Security Service have any concerns about the bettor’s identity or their personal details (address, credit or debit card, other data), they are entitled to request any documents from the bettor substantiating their identity or other submitted data at the bookmaker’s absolute discretion, as well as to cancel any payments until all such details are verified

The T&C are publicly available to every player and in this case 1xBet operates in full accordance with Terms and Conditions. Thus, we kindly ask the player follow the instruction from the Security Service 

All the best,

1xBet Support

Greetings all,

Dear 1xBet Support,

And is uploading the apostilled copy of his ID card the only obstacle for passing the KYC, please?

If not, what other documents should be uploaded to pass the KYC?

Dear Branislav, 

In order to get more details regarding the situation, we've sent a corresponding request to the Security Service. As soon as we receive the reply, we'll back to you with the answer

Thank you for your cooperation!

All the best,

1xBet Support

Dear Branislav,

Thank you for waiting!

At the moment the player is undergoing a verification procedure that is standard for all players

According to the information that we received, the player already requested for an alternative way of passing the verification and the Security Service granted his request. The alternative was to upload on the website the apostilled copy of the player's ID card instead of the doctor's license

The Company has already went out of it's way and helped the player with the aforementioned alternative to speed up the verification process for him. Thus, we are asking the player follow the T&C and provide the requested document in order to proceed with the verification process

1xBet operates in full accordance with Terms and Conditions and we kindly ask the player follow the instruction from the Security Service 

If the player has any additional questions, he can contact us in any convenient way

All the best,

1xBet Support

Thank you very much, 1xBet Support Team, for the update and all the provided information.

Dear Artem,

Although it is not usual in this industry, I recommend you provide the casino with the required document.

Can you please confirm that you chose this option as an alternative way of passing the verification? Are you please able to provide the casino with the apostilled ID?

Hello,

I didn't chose this option. They didn't offer me any option. As I said, in a normal/civilized country, of course I can't send the medical license of the doctor. Who on earth asks that? And instead of that they just asked for that insane "apostilled ID".

Do they really think I was going to fake a National ID that I already sent a "million" times? I even sent a copy of my National ID to Ukraine in a damn letter! Who knows who got hands on that? Do they even think how insane is that?

I'm not going to send the "apostilled ID". That's a document that I have to ask the government. It's insane! That's just one more step, then they'll ask for something else. It's never going to stop. They know who I am, we talked by video on Skype! They just don't care and will keep this going just to keep my money.

Greetings all,

Thank you for the clarification, Artem.

Dear 1xBet Casino Team,

Could you please provide me with the mentioned communication where "the player already requested for an alternative way of passing the verification and the Security Service granted his request"?

Maybe there is also a translation problem - what do you mean by "doctor's license", please? Can you explain what exact document you mean?

It is possible to share the necessary data and/or information via email (branislav.b@casino.guru) or post it directly here, in this open thread.

In addition, I am afraid you have not answered the questions from one of my previous posts. Therefore, I am resending them again.

"And is uploading the apostilled copy of his ID card the only obstacle for passing the KYC, please?

If not, what other documents should be uploaded to pass the KYC?"

Dear Branislav, 

Thank you for your question!

At the moment, in order to proceed with the verification process the player need to upload on the website the apostilled copy of his ID card. In case if the Security Service have any concerns about the bettor’s identity they are entitled to request any documents from the bettor substantiating their identity. This information is spelled out in Term 2.34 that is publicly available to every player - 

The verification process is standard for each player and we ask the player follow the instructions

We also sent the additional request to the Security Service in order to get for you more details regarding player situation. As soon as we receive it, we'll back to you with the answer

All the best,

1xBet Support

Thank you for your cooperation, 1xBet Support Team. Feel free to let us know once you receive details from the relevant casino department.

Dear Artem,

If the casino has doubts about a player's identity, it has the right to request additional documents from them anytime. Unfortunately, as was already mentioned (and in the meantime also discussed internally), although it is not common in this industry, I recommend you provide the casino with the required document. The apostilled ID acquires international validity and should be approved by the casino without problems.

So can you please provide the casino with the requested document?

If yes, please let us know once you provide it to the casino and have any news regarding your KYC.

The disputed amount is worth it, and it is the only way how the issue could move forward. Otherwise, I am also afraid that we will not be able to further help you in resolving your problem.

Dear Artem,

We are extending the timer by 7 days. Please note that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you, 1xBet Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru