1xBet Casino - Виведення коштів гравця відкладено через невирішені проблеми перевірки.

Hello. Please help me with this problem. I have an account at 1xbet casino. More than 3 years. During all this time I had no problems with deposits and withdrawals. I recently decided to withdraw funds. My withdrawal was canceled due to the need to provide documents for verification. After that, according to their requirements, I sent them the following package of documents:

1. Photo id

2. Photo id with a piece of paper and the current date.

Then they asked for the following:

Provide us with screenshots from the website or application where the cryptocurrency deposits were purchased.

Also provide us with a screenshot of your Personal Account. Screenshots should not be cropped, your personal data, if any, and transaction data should be clearly and completely visible.

I sent screenshots from my crypto wallet. But the security service receives the same type of responses:

Screenshots should not be cropped, your personal data, if any, and transaction data should be clearly and completely visible.

That's what I did. I have attached sample screenshots. But every time I get the same answer. I tried to get information, but they stopped answering me. I ask you to help me, maybe you can get from them a more detailed explanation of what transaction screenshot they need to sent to casino.

Dear Askar4ik,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Was your account previously verified?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela Thank you for such a quick response. I answer your questions:

1. Transaction screenshots are the only problem for verification so far. They don't ask for anything else

2. About two years ago my account was verified, but verification there was much simpler.

3. All the requested documents have been sent, and today they are asking me for screenshots. I sent them several types of screenshots, but they were not satisfied.

Hello,

The situation with verification has changed, but not for the better. I solved the issue with screenshots of my crypto wallet transactions. After that, they asked for another photo of the contract with the mobile operator and a selfie with the ID and correspondence with the security service. I completed all this and sent it off. After I sent my last photo, after an hour I received a letter that my documents were being verified. I waited a day and wrote to the support service, they answered that all messages are checked in queue mode. I waited another day, wrote again, but the answer was the same. I asked to clarify what the verification deadlines are, but the support service told me that there are no specific verification deadlines. And I had concerns that in this way, verification of my documents could take more than a month, a year, etc. since the casino does not have exact deadlines for verification. I ask your team to help me..My ID in casino is 45596983

Hi Askar4ik,

• Would you like to share any relevant communication before we contact the casino directly? My email address is petronela.k@casino.guru.

Thank you.

Hello Petronela

Thanks for your reply. I don’t have any important information that I can use. I can only share with you my bewilderment that a new request was received from the 1xbet team today, they ask you to send a certificate of utility payments. I sent it to them immediately as soon as I saw the message. 1xbet support responded that they are reviewing my documents.

I understand the importance of verification, but verification takes a very long time, and they require a large number of documents from me. And it seems to me that this is not the end yet and there will be more requests.

Thank you very much, Askar4ik, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Petronela

Thank you for your message. I look forward to seeing your colleague Dominika. I really hope that you and your colleagues can help me, since today they have already asked me for another PINFL document (personal identification number of an individual).

Over the entire period of time I sent:

1. photo id

2. Selfie with ID and piece of paper

3. Selfie with id

4.utility bill

5. PINFL (personal identification number of an individual)

6. Agreement with a mobile operator.

7. Screenshots of the transaction from my crypto wallet

 I washed everything on time. There were no long delays. I can understand that verification is necessary, but why such requests and such a large number of documents. And as I understand it, they won’t stop there. What else can casinos require? School certificate? Blood tests?

Hello Askar4ik,

This is Dominika and from now on, I will be taking care of your complaint. 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 representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hello,

The Security Department has received the new documents that have been requested and are currently reviewing them, so please wait for an email response from them. Thank you very much for your cooperation. 

Also please note that all the required documents and photos are requested according to the standard KYC and AML procedure and also according to the company's rules that you agreed to when registering, the company's management is entitled to request at their discretion any documents from the bettor substantiating their identity or other data they have provided (for example, passport details, residential address). 

We're counting on your understanding. Our specialists will contact you by e-mail as soon as we have new information. 

Best regards,

The 1xBet Team

Hello Dominika

The first thing I want to do is update the list of those documents that were requested:

1. photo id

2. Selfie with ID and piece of paper

3. Selfie with ID

4.utility bill

5. PINFL (personal identification number of an individual)

6. Agreement with a mobile operator.

7. Screenshots of the transaction from my crypto wallet

8. International passport

Today, in addition to the fact that I previously sent the id, the casino has now requested my international passport. For what purposes it is unclear. Why request a foreign passport if the id was previously sent.

P.S.

I sent my passport to the ambassador immediately, on the same day when I received a new letter asking me to send a foreign passport

I need your help. Today I received an email from casino security. I attached a screenshot, but since it is in Russian, I translated it. The text of the letter is as follows:

We would like to inform you that we have made a decision to terminate cooperation with you (closing your gaming account) on the basis of the General provisions of the bookmaker’s rules:

Upon completion of the proceedings, the company can make any decision, guided by the principles of reasonableness and fairness, namely:

1. block (close) the account (including duplicate accounts), which may entail:

- invalidation and cancellation of all bonuses, free bets and winnings received when using such bonuses and free bets;

-cancellation of all winnings received from the main or duplicate accounts, and reimbursement of the balance of your account as of the date of commencement of the proceedings (minus the canceled winnings); We also have the right to refund any amounts due back to us from the duplicate account directly from any of your accounts (including any other duplicate account).

2. at our sole discretion (in exceptional cases), allow the use of the main account and recognize it as valid, while all bets placed by you from the duplicate account will be considered invalid. The duplicate account(s) will be blocked and/or canceled by the company's decision (the decision is made based on an analysis of all facts of violation, for each individual case individually).

The decision was made after a thorough investigation of the situation by our Security Service. We ask you not to create gaming accounts with our company.

Due to the fact that your actions are a gross violation of the rules of our company, the decision to terminate cooperation is final and cannot be reviewed.

All requests from you regarding the topic of blocking will be ignored.

I completely disagree with the casino security verdict. I have never had duplicate accounts. I provided the entire package of documents. I can do video verification. I want to understand why my account is completely blocked and why I cannot use my funds?

Dear Askar4ik, thank you for the information.

Dear 1xBet Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (dominika.l@casino.guru).

Thank you in advance for providing the information.

Hello.

Dear Dominika,

We have sent you an email with information about the reason for blocking the player's account.

Best regards,

The 1xBet Team

Dear Dominika,

Please note that even according to the rules they should have returned at least the deposit. But they didn't. The account is completely blocked without the ability to withdraw funds

Dear Askar4ik,

According to the rules. 7.1.5 Upon completion of the investigation, the company can make any decision that it deems to be fair and reasonable:

at our sole discretion, to cancel all winnings and refund the balance of your account at the start of the investigation (minus any canceled winnings) made from your main and duplicate accounts. We also have the right to refund any amounts that are owed to us in connection with this duplicate account, directly from any of your accounts (including any other duplicate account).

Withdrawal of funds is impossible because after canceling all winnings, according to the rules of the company, there are no funds left on the balance for withdrawal. Verification is complete and a final response with all information has been provided to you via email by the Security Department. Please read it again and do not create new accounts in the future. Thank you.

Best regards,

The 1xBet Team

Dear 1xBet Casino, I have recently sent you an email requesting supporting evidence. Please provide the necessary information if possible.

Thank you in advance.

Dear Dominika,

We have emailed you a response. 

Thank you.

There is an ongoing communication with the casino. We have decided to extend the timer by another 7 days.