1xBet Casino - A retirada do jogador foi adiada.

I requested a withdrawal of [insert amount] from my 1xBet account on 28/02/2025.

After submitting all required documents for verification, 1xBet kept requesting the same documents repeatedly, even though I provided everything they asked for.

It has been over two months now, and they have not processed my withdrawal or responded to my emails.

I believe they are unfairly holding my funds without justification.

I am requesting immediate assistance to have my withdrawal processed and my funds released.

I have attached evidence including screenshots of my withdrawal request, multiple email conversations with 1xBet where they kept repeating the same replies, and proof of my withdrawal being unfairly rejected, despite fulfilling all verification requirements.

Thanks

Dear Sandeep7,

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.

• Do I understand correctly that the casino accuses you of not sending the original files required for verification?
• Could you please share the documents you submitted to the casino with us for review?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thanks for the information provided.

Have you provided the casino with bank statements available in the bank application 'view accounts' -> 'statements', according to the article here:

https://www.commbank.com.au/support.digital-banking.online-statements.html

Thank you for your reply.

Yes, I checked the "View Accounts" > "Statements" section in my banking app, as mentioned in the article. However, since this is a virtual card under my StepPay account, the bank confirmed that statements are not available for this specific account type.

They told me that only transaction records are available for virtual cards like mine, and I have already submitted those records to the casino.

I have also provided:

A screenshot of the virtual card

The deposit transaction of 284.85 AUD

My passport and all required verification documents

Please let me know if anything else is needed. I’m happy to cooperate fully.

Thanks again for your support.

Best regards,

Sandeep ****

Thank you very much, Sandeep7, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.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.

Dear Sandeep7,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

From my review, it appears that the card number shown in the screenshot differs from the one referenced in other documents. This raises the question of whether we might be looking at two separate payment methods.

Could you kindly help clarify this for me?

Dear Sandeep7,

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 Sandeep7, thank you for explanation.

Now I would like to invite 1xBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear user,

Thank you for the information you’ve provided here.

We have reviewed it and have initiated the escalation of your case for further resolution.

We appreciate your cooperation and will keep you informed of any updates.

Sincerely,

1xBet Support Team

Thank you very much 1xBet representative. Please keep us informed

Dear Sandeep7,

Thank you once again for your cooperation.

Please be informed that our Security Department has reviewed the documents you previously submitted. Unfortunately, all the versions of the bank statement provided so far were found to be altered and cannot be accepted for verification purposes.

In order to proceed with the verification and further processing of your withdrawal, we kindly ask you to obtain the original version of the required bank statement directly from your bank or payment system. The document must be generated or downloaded from the official platform, without the use of any third-party applications or editing tools.

We appreciate your understanding and cooperation in this matter. Please feel free to reach out if you require any assistance with the document request.

Kind regards,

The 1xBet Team

Dear 1xBet Team,

Thank you for your response.

I would like to clarify that the only modification I made to the submitted documents was masking part of my card number purely for security reasons. This was done to protect my personal financial information and not to alter or misrepresent any details in the documents.

All screenshots and documents were captured directly from the official CommBank mobile app and online banking platform without the use of any third-party editing tools or software.

As previously mentioned the card I used for the deposit is a StepPay virtual card and my bank has confirmed in person that no formal card statements are available for this type of account. The only documentation available is the transaction record, which I have already submitted multiple times.

To assist further I am fully willing to

-Re-submit the same documents without masking the card number, if required

-Provide fresh screenshots from the CommBank app or online platform

I kindly ask that your Security Department reconsider the submitted documents in light of this context. I am doing my best to fully cooperate with all verification procedures, and I hope we can resolve this matter soon.

Please advise if there is a specific document format or a preferred way to verify the transaction, and I will act accordingly.

Thank you for your time and understanding.

Sincerely,

Sandeep Pun

Account ID: 1169209413

Dear 1xBet Team, Thank you for the update.

Dear Sundeep, Please kindly submit the required documents to the casino and keep me informed of the outcome.

I truly appreciate the cooperation everyone.

Dear Martina and Casino Guru team,

Thank you for your assistance and cooperation in handling this case.

Upon detailed review, our Security Department has identified certain irregularities in the submitted documents which strongly indicate that the files may have been altered or manipulated. As a result, we are unable to accept them for verification.

We kindly ask the player to provide the original documents exactly as issued by the relevant authority or institution, without any edits, cropping, or modifications. Only unmodified original files will be accepted in line with our standard verification protocols.

We appreciate your understanding and look forward to resolving this matter.

Best regards,

The 1xBet Team

Dear Sandeep7,

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 Martina and the Casino Guru team,

Thank you again for assisting me throughout this process.

I’d like to provide an urgent update. Despite 1xBet claiming that the documents I submitted were altered or cropped, I want to clearly state that this is not true. I have submitted everything exactly as issued by my bank, with no edits, no cropping, and no modifications of any kind.

In fact, to avoid any misunderstanding, I even submitted full screen recordings of my CommBank account from both the official website and the mobile app showing:

My StepPay virtual card (ending in 8331)

My linked bank account (ending in 7347)

The 284.85 AUD deposit transaction

All content fully visible, recorded live, with nothing hidden or changed

I also shared my full bank details, including card number and account number, without masking anything, for complete transparency.

Despite this, I have not received any reply from the 1xBet Security Team, even after multiple follow-ups. At this point, I feel I’ve done everything possible to cooperate and provide what they asked for.

I’m kindly requesting your support in pushing for a fair review of the evidence I’ve submitted. I truly hope this can still be resolved properly.

Thank you again for your help.

Warm regards,

Sandeep Pun

Dear 1xBet Team,

I would like to kindly ask for any additional information you may have regarding the player's documents that appear to have been altered. From our side, it seems that certain sections have been blacked out, presumably to protect sensitive card information and ensure the security of the player’s funds. Aside from this, we have not observed any indications suggesting an intent to commit fraud.

If there are further details you could share to help clarify the situation, I would greatly appreciate it. You are also welcome to contact me directly at martina.b@casino.guru.

Should you require the documents to be provided without the redacted sections, please confirm this in writing here so the player is also clearly informed of the request.

Thank you very much for your cooperation.

Dear Casino Guru Team,

Regarding user ID 1169209413, the submitted bank statements have been identified as forged. File structure analysis shows traces of Photoshop usage, and the use of editing tools is strictly prohibited for verification purposes.

Best regards,

1xBet Support Team

Dear 1xBet Support Team,

I have sent you an email to clarify some details. I would appreciate it if you could confirm once it has been received.

Thank you very much for your cooperation.

In the meantime, dear Sandeep7, could you please confirm whether the documents you submitted to the casino are exactly the same as the ones you posted here? The edits — presumably made to conceal sensitive information — are indeed noticeable.

If you have not yet done so, I kindly ask that you submit the original, unedited documents directly to the casino for proper verification.

Thank you very much for your cooperation.

Dear user and Casino Guru team,

We have provided the corresponding response via email. We are closely monitoring the case and will update you with any further developments.

Best regards,

1xBet Support Team

Thank you very much 1XBet Team!

Dear Sundeep,

As mentioned in my previous message, I kindly encourage you to send the unedited documents directly to the casino. Please let me know once you have done so.

Thank you very much for your cooperation.

Thank you Sundeep!

Dear 1xBet Casino,

can you please check out the player´s documents? And please let us know.

Dear Casino Guru Team and user,

Thank you for your message.

We have requested an update regarding the user's case from the department in charge. As soon as we receive any additional information, we will make sure to share it with you promptly.

We appreciate your continued patience and cooperation.

Best regards,

1xBet Support Team

Dear 1xBet Team,

Thank you for your response.

I kindly urge you to handle this matter as promptly as possible, as we would really appreciate avoiding any unnecessary delays. Please also keep us regularly updated on the progress.

Thank you in advance for your swift cooperation.

Dear Casino Guru Team,

Dear Mr. Pun,

Thank you for your continued engagement and for the efforts made by all parties.

As of yesterday, we have received confirmation from our Security Department that the status of the case remains unchanged. No new original documents have been submitted by the user, and therefore no further verification steps have been taken at this stage.

Should the required original documents be received, the review will be resumed without delay.

We appreciate your cooperation and understanding.

Best regards,

1xBet Support Team

Dear 1xBet Casino,

I am wondering how is it possible, that you haven´t received any of the documents?

What would be the best way to submit the documents? So that this can move forward?

Dear User,

We have been informed that there are no updates at this time, as you have not submitted any new original documents.

Please provide the required originals so we can proceed with the review of your case.

1XBET support team

Dear 1xBet Team,

since there is obviously difficult to send the documents to you directly, can the player post the documents here?

Dear User,

Yes, the player can upload the documents here, and we will escalate the case to the Security Department on their behalf.

Please make sure the documents are clear and complete, including any required ID and supporting materials.

Looking forward to receiving the files.

1XBET support team

Thank you, Sundeep, for the documents you’ve attached.

I’ve marked this message as containing sensitive information, so it will only be visible to you, me, and the casino representative involved in this case.

Dear Casino, can you please accept it now?

Dear Casino Guru Team,

Dear Mr. Pun,

Thank you for your follow-up.

According to the information from our Security Department, the user has still not submitted the original documents required for verification.

Based on the files shared here in the complaint, we can see that the submitted passport is a scan, not a photo of the original document. However, please note that as per our verification policy, scans or copies are not accepted. Only unaltered photos of the original documents are considered valid.

We kindly ask the user to resend the required documents as original photos without any edits, masks, or alterations, so that we can proceed with the review.

Thank you for your cooperation and understanding.

Best regards,

1xBet Support Team

Thank you 1x Bet Team!

Dear Sandeep7,

can you please provide original documents to the casino?

Dear Sandeep7,

thank you for the update!

Dear 1XBet Team, can you please clear this out for us? IS there anything else the player needs to do?

Dear Sandeep7 and Martina,

Thank you for your message.

According to our Security Department, the last documents we received from the player were on May 29, 2025, and they included only an edited file.

We kindly ask the player to resend to the Casino Guru moderator the exact file he recently submitted, along with a screenshot of the email or submission showing where and when the unedited and unscanned documents were sent, as we asked earlier. This is necessary because no such unedited version has been received on our side to date.

We appreciate your assistance in clarifying this matter.

Best regards,

1xBet Team

1XBet Casino,

are these photos of an ID acceptable?

Dear Martina,

Dear Sandeep7,

Thank you for the update.

At the moment, only the passport photo is visible. However, we would like to clarify that we have not received the unedited bank statement or transaction confirmation.

As previously requested, please provide the full, unedited bank statement or screenshot confirming the transaction from PC, without any cropping or alterations, so that we may proceed with the verification.

We appreciate your cooperation.

Best regards,

1xBet Team

Dear Martina,

Dear Sandeep7,

Thank you for the update.

We would like to reassure you that your case is under active review by our Security Department. We fully understand how frustrating and stressful this prolonged verification period must be for you, and we sincerely apologize for the delay.

Please know that we are closely monitoring the progress of your case and are in constant contact with the responsible team to help expedite the process as much as possible.

As soon as we receive any updates or a final decision from the Security Department, we will inform you without delay.

We truly appreciate your continued understanding and cooperation during this time.

Best regards,

1xBet Team

Dear Sandeep Pun,

Thank you for providing the requested documents and screenshots.

We would like to inform you that the account holder’s full name is not clearly visible. According to our verification policy, it is necessary that the screenshots or statements show both the account holder’s full name and the transaction details without any edits or cropping.

Please provide an updated screenshot clearly showing your full name along with the transaction in question, so that we can proceed with the verification process.

We appreciate your cooperation and understanding.

Best regards,

1xBet Team

Dear Sandeep7,

Thank you for sending over all the screenshots.

Dear 1xBet Casino,

I believe the player has now submitted everything they are able to provide. Could you kindly review the documents and let us know if they are sufficient for your requirements?

Dear Sandeep Pun,

Thank you for your messages and for providing all the screenshots.

However, according to our Security Department, they have not received these screenshots directly from you via email and are therefore unable to verify the documents. Please note that we, as a public relations team, do not have the authority to accept or forward sensitive verification documents here.

To proceed with the verification, kindly send files directly to the Security Department following the instructions provided. We appreciate your cooperation.

Best regards,

1xBet Team

Dear Sandeep7,

Could you please send all these screenshots to the security department via email? Please let me know, once you do.

Dear 1xBet casino, to verify the screenshots as soon as they arrive. Thank you very much in advance

Dear Martina,

I’ve now resent all the requested documents directly to the 1xBet Security Team, including screenshots from the CommBank app and website showing my full name, my linked StepPay card (ending 8331), the 284.85 AUD deposit transaction, and an original photo of my passport.

Since CommBank does not issue separate StepPay statements, these are the only official records available, and they clearly prove the account belongs to me.

This matter has already been pending for several months without progress, so I kindly ask for your help in urging the Security Team to review my case urgently and confirm the next steps.

Thank you again for your support.

Kind regards,

Sandeep Pun

Account ID: 1169209413

Dear 1xBet Casino,

Please make this your priority and keep us informed.

Thank you very much in advance

Dear Martina,

Dear Sandeep Pun,

We have received feedback from our Security Department regarding the recently submitted files. Unfortunately, the documents provided still do not meet the requirements, as they do not clearly show the deposit transaction to the gaming account.

In order to complete the verification process successfully, it is strongly recommended to provide an official bank statement or document that includes the account holder’s full name together with the transaction details of the deposit in question.

We kindly ask you to try once more to obtain such a statement from your bank, even if it requires contacting them for a special request. This will significantly speed up the resolution of your case.

Thank you for your cooperation and understanding.

Best regards,

1xBet Team

Dear Sandeep Pun,

Thank you for your explanation. Unfortunately, your proposal to top up the 1xBet account for verification cannot be accepted. Due to previous submissions of edited and non-original files, which caused significant delays in the verification process, our Security Department must strictly follow company procedures and can only accept a statement as valid proof of deposit and account ownership. Only original bank statements (PDF format, or a photo of a printed statement with the bank’s stamp and signature) clearly showing the account holder’s full name and the deposit transaction to our account are accepted.

According to Commonwealth Bank’s Terms & Conditions (section 4, link: https://combankltd.com/wp-content/uploads/2025/09/CB-General-Terms-Conditions-Brochure-9.25.pdf), account holders can obtain electronic statements via online banking, which are considered valid for verification purposes.

We kindly ask you to follow the Security Department’s instructions.

Best regards,

1xBet Team

Dear 1xBet Casino Team,

The player provided edited documents purely out of caution, with no intention to mislead. To the best of my knowledge, he has already submitted all the documents he is able to provide.

Could you kindly advise on what further steps might be taken to help ensure he can successfully receive his funds?

Thank you for your understanding and support.

Dear all,

We sincerely appreciate your support and fully understand the player’s concerns. However, in line with KYC/AML procedures, we are unfortunately unable to make exceptions to the requirement for an original bank statement (PDF or printed with bank stamp/signature) clearly showing the account holder’s full name and the relevant transaction.

While we regret that this may cause additional difficulties, these requirements are mandatory and cannot be bypassed. Once the requested document is provided, our Security Department will promptly complete the verification.

We kindly ask the player to contact his bank once again to request the required document. According to the bank’s own information and policies, such statements can be obtained:

https://www.commbank.com.au/support.digital-banking.order-statement-before-it-s-due.html

https://www.commbank.com.au/support.digital-banking.online-statements.html

Thank you in advance.

Best regards,

1xBet Team

Dear Sandeep7,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru

We’ve reopened this complaint at the request of Sandeep7. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Can you please state here in what is happening right now? Thank you so much in advance

Dear 1xBet Casino,

we really need you assistance with this matter.

Dear Team,

I am writing this message with a mix of frustration and hope after waiting for more than a year to resolve my withdrawal issue.

I have been facing problems withdrawing my funds from 1xBet since February last year. Throughout this time, I have fully cooperated with every request made. I was repeatedly asked to provide transaction proof and bank statements. To comply, I personally visited my bank branch and contacted them multiple times, but the process kept getting delayed without any clear resolution.

After raising this issue again with Casino Guru and my bank, I have finally received an official bank statement directly issued by the bank.

I would also like to confirm that I have already sent this bank statement in PDF format via email to the casino, clearly showing the required transaction details and confirming my account ownership.

For transparency and completeness, I am attaching the same official statement here again for both Casino Guru and the 1xBet representative.

This situation has been extremely stressful, as it has now been over a year waiting for funds that rightfully belong to me. I respectfully request that this case be reviewed with urgency and fairness, and that my withdrawal be processed without any further delays.

I truly hope this will be the final step toward resolving this long-pending matter.

Thank you for your time and understanding. I look forward to a positive resolution.

Regards

Sandeep Pun

Dear Martina,

Due to system limitations, I am unable to attach the PDF bank statement directly in this case reply. Therefore, I have attached clear screenshots of the official bank statement to show the required transaction proof.

Please note that I have already sent the full PDF bank statement to the 1xBet Security Team by email, as requested. If Casino Guru also requires the PDF version for verification, I am more than willing to send it to you via email immediately.

I truly hope this will now resolve the issue, as I have finally provided the exact documents that were requested. This withdrawal problem has been ongoing since February last year, and the delay has been extremely stressful for me.

I kindly request your assistance in helping finalize this matter and ensuring the withdrawal is processed as soon as possible.

Thank you very much for your time, patience, and support.

Kind regards,

Sandeep Pun

Dear Sandeep7,

Thank you very much for your patience and for providing the requested document.

Dear 1xBet Casino,

The player has now submitted the document you have been requesting for some time. The document is attached for your review. Could you please proceed with the verification and finalize the payout accordingly?

Thank you very much in advance.

Dear Sandeep7,

Thank you for your message and for your continued cooperation.

We would like to inform you that your complaint is currently under review by the relevant department. The information you provided has been received, and your case is being carefully checked.

Please be assured that once the review is completed or if any additional documents are required from your side, you will be informed promptly. We kindly ask you to wait for our official update, which will be provided as soon as possible.

Thank you for your patience and understanding.

Kind regards,

1xBet Team

Dear 1xBet Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Sandeep7,

Unfortunately, according to our Security Department, the verification status has not changed yet, and the requested official bank statement has not been received.

We have repeatedly checked with the bank, and Commonwealth Bank normally provides account statements showing all account movements, including transactions via StepPay.

If you have already submitted a request to the bank and are awaiting their reply, we kindly ask that you provide us with the official response from the bank, on their letterhead, with the bank’s signature and stamp. The letter should mention your account and confirm that they are unable to provide a statement for the specified account or transaction. This will allow the Security Department to further review your case and proceed with a resolution.

Kind regards,

1xBet Team

Dear Sandeep7,

Thank you very much for providing the statement. As before, I find it sufficient.

Dear 1xBet Casino,

Could you please take a look at the statements submitted by the player? I was able to open them without any issues, and I hope you will be able to do so as well.

We would also appreciate it if you could let us know when the withdrawals are expected to be processed.

Thank you very much in advance for your time and cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru Team,

Dear Martina,

Thank you for your continued support and for confirming that the submitted bank statements are sufficient and accessible.

I would like to confirm once again that I have now provided all documents requested by the casino, including the official bank statements issued directly by Commonwealth Bank, covering the relevant period and clearly showing the transaction in question. These documents were shared in full and in good faith.

At this stage, there is nothing further I can provide, as I have already complied with every request made by 1xBet over the past year. Unfortunately, despite this, the casino has stopped responding, and the issue remains unresolved.

This situation has been ongoing for more than one year, which has been extremely frustrating. I deposited my own funds fairly and followed all rules, and I believe it is only reasonable to expect the same level of fairness when requesting a withdrawal.

I sincerely appreciate Casino Guru’s efforts in contacting the casino multiple times, and I kindly ask for your continued assistance in encouraging 1xBet to respond and proceed with processing the withdrawal.

Thank you again for your time, patience, and support.

Kind regards,

Sandeep

Dear Sandeep7,

I sincerely appreciate your patience throughout this process.

Dear 1xBet Casino,

The player has made every effort to provide the requested documents. I kindly request that you accept these and proceed with the payment. Thank you very much for your attention to this matter.

Dear Martina and Casino Guru Team,

Thank you for your continued assistance.

I would like to provide an update regarding the documentation requested by 1xBet. I contacted Commonwealth Bank again and requested an official letter confirming the relationship between my StepPay card ending ***8331 and StepPay account ***7347.

The bank has formally confirmed in writing that:

StepPay card ending ***8331

is attached to StepPay account ***7347

and is solely owned by me

Commonwealth Bank has also confirmed that they do not issue separate specified letters, and that their official written confirmation email together with the account statements represents the maximum level of documentation they can provide.

I have now submitted:

Official bank statements, and

The bank’s written confirmation email confirming account ownership and linkage

At this stage, I have provided all documentation available directly from the bank. I kindly ask Casino Guru to take this into consideration and assist in encouraging the casino to proceed with verification and withdrawal, as this matter has been ongoing for over one year.

Thank you again for your support.

Kind regards,

Sandeep

Dear Sandeep7,

thank you very much!

Dear 1xBet Casino Casino,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Sandeep7´s verification process.

Please let us know at your earliest convenience.

Dear Sandeep7,

Dear Martina and Casino Guru Team,

Thank you for assisting on this matter.

We are checking the information and will get back with a response soon.

We highly appreciate your patience.

Kind regards,

1xBet Team

Dear 1xBet Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Sandeep7,

Thank you for your update and for your continued cooperation.

At the moment, our Security Department does not see the newly submitted documents in their email correspondence. To avoid any technical issues or loss of files, we kindly ask you to resend all recently received documents directly to the Security Department via email, using the same email address previously provided by the casino.

Please make sure to include:

the official bank statements,

the bank’s written confirmation regarding the linkage between the accounts/cards,

your Player ID in the email subject line.

Once the documents are received directly by the Security Department, they will be able to review them without delay and continue the verification process.

Thank you for your understanding and cooperation. We remain open to resolving this matter as soon as all files are successfully received.

Kind regards,

1xBet Team

Dear Sandeep7,

I hope this message finds you well. I understand that it is quite puzzling that the casino has yet to receive your documents. Would you be so kind as to resend them? Your assistance in this matter is greatly appreciated. Thank you.

Dear Sandeep7,

thank you so much for submitting it all again!

Dear 1xBet Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Sandeep7´s verification process.

Please let us know at your earliest convenience.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Martina and Casino Guru Team,

Dear Sandeep7,

We are currently checking the provided documents with the team. And will provide a reply soon.

Sorry for the prolonged time of waiting.

Highly appreciate your cooperation.

Kind regards,

1xBet Team

Dear Martina and Casino Guru Team,

Dear Sandeep7,

Thank you for your patience.

After reviewing the recent submissions, we would like to clarify that no new documents have been received by our Security Department beyond those that were previously provided and already reviewed.

At this stage, the verification requirements remain unchanged. In order to proceed, we still require the specific documents previously requested by the Security Department. If there are any new or additional official documents available, kindly send them directly to the Security Team following the earlier instructions.

Once the required documentation is received, the review will continue without delay.

Thank you for your understanding and cooperation.

Kind regards,

1xBet Team

Dear Martina and Casino Guru Team,

Thank you for the update.

I would like to respectfully clarify that I have already resent all requested documents directly to the Security Department via email, as instructed.

Furthermore, I received a direct response from 1xBet Customer Support confirming that:

The Security Department has successfully received and reviewed my documents,

My virtual card ending ***8331 has been verified,

The process is currently awaiting final confirmation from the payment provider.

This confirmation was sent to me via email.

Therefore, I am slightly confused by the current message stating that no new documents have been received, as the Security Team previously confirmed receipt and review.

For transparency, I am ready to forward the email confirmation from 1xBet stating that my documents were reviewed and verified.

Kindly request internal clarification between the Complaint Team and Security Department so this matter can proceed without further delay.

Thank you for your assistance.

Kind regards,

Sandeep Pun

Dear 1xBet Casino Team,

Could you please review the matter once again and clarify why the player has received inconsistent information?

We would appreciate your clarification so that we can better understand the situation so the player is provided with an accurate explanation.

Thank you very much in advance for your cooperation.

Dear Martina and Casino Guru Team,

Dear Sandeep7,

We are checking the information and will get back to you soon.

Sorry for the waiting.

Kind regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your continued attention to this matter. I do not wish to sound ungrateful; however, the resolution of this case has been taking an unusually long time. As it has now been almost a year, I would kindly like to ask you to make this case a priority.

Could you please ensure that the player’s verification is completed as soon as possible and that their winnings are processed without further delay?

Thank you very much in advance for your cooperation. I look forward to your response.

Dear Martina and Casino Guru Team,

Dear Sandeep7,

Thank you for your message.

We have additionally clarified the details with the Security Department regarding your case. At the moment, the issue remains that the documents and materials you previously provided do not contain the required original files. Instead, they mainly consist of explanations without sufficient verifiable evidence.

To proceed with the review, you are required to submit original documents confirming the connection between the accounts ***8331 and ***7347, as well as a full bank statement clearly showing the relevant transactions (deposits).

Please ensure that:

The files are original (not screenshots of screenshots or edited materials)

All details (names, account numbers, transaction history) are clearly visible

The documents directly confirm the link between the mentioned accounts and your deposits

Kindly send the requested documents to the Security Department via block@1xbet-team.com

so that your case can be properly reviewed.

Once the required original evidence is received, the investigation can proceed further.

Thank you for your cooperation.

Kind regards,

1xBet Team

Dear Martina and Casino Guru Team,

Dear 1xBet Team,

Thank you for your response and for continuing to review my case.

Following your latest request, I have already submitted the required documents again directly to the Security Department in the correct format, including original PDF bank statements and the official bank confirmation converted into PDF. These documents clearly show the relevant transactions and confirm the link between my card and account.

I would like to respectfully highlight that I have now complied with every request made by the Security Department multiple times, and I have provided all available official documentation from my bank.

As this matter has been ongoing for nearly one year, I kindly ask the casino to prioritise my case and complete the verification process without any further delays.

If there are any remaining specific requirements, I request that they be clearly outlined so I can address them immediately. Otherwise, I respectfully ask that my verification be finalised and my withdrawal processed.

Thank you to Martina and the Casino Guru Team for your continued support and assistance.

Kind regards,

Sandeep Pun

Here is how I submitted them

Dear Martina and Casino Guru Team,

Dear Sandeep7,

Thank you for your message.

We are currently checking the information you provided.

As soon as there will be an update - you will be immediatelly notified.

Thank you for your cooperation.

Kind regards,

1xBet Team

Dear 1xBet Casino Team,

This matter has been ongoing for quite some time, and we would greatly appreciate your assistance in moving it forward.

Could you please prioritize this case and inform us as soon as there is any progress?

Thank you very much in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sandeep7,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina