1xBet Casino NG - A verificação da conta do jogador está atrasada.

I wish to lodge a formal complaint against 1xBet regarding the prolonged and unreasonable delay in the verification of my gaming account.

I have been attempting to verify my account since October 2025. Throughout this period, I have made every effort to comply with the verification process and have repeatedly contacted the company’s customer support for assistance. Despite my cooperation, my account remains unverified almost a year later.

The last direct communication I received from 1xBet’s Security Team was on 30th of October 2025. Since that date, I have not received any further emails from the Security Team, despite numerous follow-ups.

At one point, I contacted customer support to inquire about the status of my verification. I was informed that the Security Team had sent an email containing a verification code and that I was required to take a selfie while holding the code and reply to that email. I immediately explained that I had not received any emails from the Security Team since October 2025, making it impossible for me to comply with those instructions.

Rather than investigating the issue or providing an alternative means of verification, customer support has consistently advised me to "wait for a response" whenever I follow up. This has been the only response provided for almost a year, with no meaningful update, explanation, or resolution.

The lack of communication and failure to progress my verification despite my repeated attempts to cooperate have caused significant frustration and inconvenience. I believe I have acted in good faith by complying with every instruction given to me and by persistently seeking assistance through the appropriate support channels.

I appreciate your attention to this complaint and trust that appropriate action will be taken to ensure a fair and timely resolution.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino NG.

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

• Is your player's account accessible to you? Can you log in?
• Could you please share a screenshot of the verification status of your account?
• Have you provided a selfie to the casino without a code on a piece of paper?
• When was the last time you were in contact with casino support?

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

Best regards,

Tomas

•I have access to my gaming account.

•I haven’t sent a selfie with the code to the security department because I haven’t received any email from them since 30th October 2025 so I can confidently say that the security department claims about sending me a code are false. The back and forth emails I have been getting after October 30th 2025 are from support emails/chat and not the security department.

•The last time I was in touch with support was on the 4th of July 2026 via support chat and it was still the same issue I have been complaining about not getting any response and they are still insisting I should wait for an email that I haven’t received since October 2025.

Thanks for your reply.

• Could you please share a recent screenshot from your player's account showing that the balance is still on your player's account, and the verification status of your account, if available?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Post screenshots here or send the information to my email at tomas@casino.guru

Looking forward to your reply.

•How do I check the status of my verification??

because I have looked countless times and I can’t find any information like that.

•I only bet on sports to accumulate my winnings.

Dear Tonayam,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Tonayam,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1xBet Casino NG,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello,

Thank you for providing information.

We are currently checking the information with the responsible department regarding your case. Please allow us some time to complete the review.

As soon as we receive an update or clarification regarding the status of your balance and the next steps, we will inform you.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Hello,

We would like to clarify that there has been no change in the verification requirements since last year.

A verification email containing a code has already been sent to the email address used for the correspondence with our Security Department. Please check the same email thread and, as instructed, take a selfie clearly showing your face while holding the code. Then reply to the same email thread and send the requested selfie to the Security Department.

After the required selfie is received, the responsible specialists will be able to continue the verification process.

Best regards,

1xBet Team

Kindly note that I haven’t received any email containing a code.

The last email I received from the security department was on the 30th of October 2025.

I have checked

the thread countless times and also my spam folder and even thrash but I still cannot find any response.

I have attached a screenshot again.

you can send attach evidence the email has been sent or kindly send the code here for transparency purposes.

It has been the same situation since last year October for me… I haven’t received any email from your security department but I get emails from the support department.

I will also attach the response I got from support

Dear 1xBet Casino Team,

Could you please confirm the exact email address to which the verification/code email was sent?

Since Tonayam has advised that he have not received any emails from the Security Department since October 30, 2025, despite continuing to receive emails from the Support Department, could you also please check whether it is possible that the Support and Security teams have different email addresses associated with the player’s account, and whether the Security Department may therefore be sending the verification emails to an incorrect or outdated address?

Please verify the email address currently registered with the Security Department and let us know whether this could be the reason the player has not received the verification code.

If possible, please also provide confirmation that the verification email was successfully sent, or advise whether the code can be provided through another secure method.

Thank you for your cooperation, and we look forward to your clarification.

Hello,

We are currently clarifying the requested information with our Security Department. We kindly ask you to allow us a little more time.  We will return with a detailed response as soon as we receive the necessary information from the responsible department.

Thank you.

Hello,

We would like to clarify that emails from our Security Department were sent to the player after November 2025 within the same email thread where the verification process is being conducted. These emails included the verification code, as well as subsequent messages containing additional clarifying questions related to the verification process.

(Sensitive attachment)

Please note that the verification code is a confidential part of the security verification procedure and, for security reasons, can only be provided directly to the player through the existing email correspondence with our Security Department. We are therefore unable to share the code publicly or through third parties.

We kindly ask the player to carefully check the entire email thread and follow all instructions provided by the Security Department.

Best regards,

1xBet Team

The supposed email that was sent by the Security Team can be sent through the Support email instead. I honestly don’t understand why this matter is being made unnecessarily complicated.

I have also previously requested that my email address be updated, but I have not received any response from the Security Team regarding that request.

Kindly resolve this issue by either sending the verification code through the Support email or updating my registered email address to a new one so that I can receive the required communication.

Also, I would appreciate it if you could clarify whether my email address has been blacklisted, blocked, placed on a scheduled/automated response, or if there is any other reason why I have not been receiving emails from the Security Team.

I have been trying to resolve this verification issue for a long time, and I would appreciate a clear explanation and a practical solution rather than being repeatedly asked to wait for a response that I am not receiving.

Hello,

Please note that the verification process can only be conducted through the Security Department’s email address. Unfortunately, we are unable to involve the Support Department’s email in this particular process.

Both departments use the same email software, so this cannot be considered a reason for the issue or a solution to it. Moreover, the Security Department has received emails from the player, including the message sent on 2 April 2026, to which a reply was also provided. Therefore, there should be no issue with the delivery of emails.

As a first step, we kindly ask the player to check the spam and junk folders once again. Since the player uses a Gmail address, there should generally be no delivery issues, and our emails are successfully delivered to players using this service.

However, if the player still does not receive the emails, they may contact the Security Department from another email address. In that message, they should explain the situation, provide their Player ID and the email address previously used for communication, and attach evidence confirming that they are not receiving the Security Department’s emails.

Best regards,

1xBet Team

I have submitted screenshots and screen recording evidence as recommended to the security department from another Gmail.

Dear both parties,

Thank you for sharing your updates with us. We kindly request that you keep us informed of any further developments as they occur. Additionally, please let us know if the issue has been resolved.

Verification and withdrawal completed, thank you for your help Casino Guru.

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

Dear Tonayam,

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,

Lucia