1xBet Casino PE - Jogador enfrenta solicitações injustas de documentos para verificação de conta.

Good morning, I am genuinely disappointed with 1xbet. At the beginning, they let you deposit and withdraw, but once you start winning, you can no longer play until you verify your account. The verification process itself is fine, but the problem is that 1xbet is being unreasonable by asking for so many documents to verify the account. First, they requested identification documents, which I sent. After that, they asked for a selfie with my ID in one hand and my phone with the email message they had sent me in the other. I complied, and it proceeded. Then they asked for utility bills from the last three months, like water, electricity, or internet bills, which I also sent and were approved. Now, today they have requested my birth certificate. I would gladly send it, but I wrote to them explaining that I don't have it on hand as it is in a remote town from where I live, and it would be tedious to go there due to work and other personal matters. I told them just that and asked if they could request another document, like my educational certificate or another selfie, to verify my account. They insisted on the birth certificate. I wrote to the 1xbet chat and called them, and they told me it's another department that makes those decisions and that I should contact them via email. I explained that I had already done so and why I can't send the birth certificate. Now, I feel that 1xbet is looking for a document you don't have just to avoid verifying your account and to purposefully withhold payment. I need them to ask for another document because I don't have the birth certificate readily available. As I mentioned, I am willing to cooperate, but if they don't provide a solution, I will take other legal actions.

Buenos dias ,sinceramente estoy muy decepcionado de 1xbet añ comienzo tr dejan depositar, retirar ,una vez que estas ganando ya no puedes jugar hasta que verifiques tu cuenta el punto es que esta bien el tema de verificación lo malo es que 1xbet es abusiva pidiendo tantos documentos y documentos para verificar la cuenta, primero me pidieron documentación de identidad los envie de ahí un selfie con mi documento de identidad en una mano y la otra el celular abierto con el msj de correo que ellos me habían enviado ,procedió de ahí me pidieron recibos de los 3 últimos meses sea agua,luz Internet o cualquier servicio los mande y procedió ahora hoy me pidieron mi partida de nacimiento, yo con gusto lo mandaría pero les escribí que no tengo a la mano eso esta en un pueblo lejano de donde yo vivo y tendría que ir para allá y me es tedioso por tema del trabajo y más asuntos personales les escribí tal cual que mo tengo la partida de nacimiento y que si me pueden pedir otro documento como mi certificado de estudios o otro selfie para verificar mi cuenta y se cierran que quieren la partida de nacimiento escribe al chat de 1xbet llame al celular y ellos me dicen que es otra área que toma esas decisiones y que escriba a ellos por correo les dije que ya lo hice y les explique por que no envió mi partida de nacimiento, ahora 1xbet siento que buscan un detalle o un documento que no tienes para que no verifiquen tu cuenta y a propósito no pagarte ahora necesito que me pidan otro documento ya que partida de nacimiento no lo tengo a la mano y como les dije yo estoy disponible a colaborar pero si no me dan solución tomaré otras acciones legales .

Dear Popeye5555, 

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. 

Would it be possible to have a relative send you a photograph of your birth certificate that you could send to the casino?

Please forward me the communication between you and the casino regarding the verification of your birth certificate at veronika.f@casino.guru.

Could you please confirm if all the other documents you have sent to the casino so far have been approved and verified yet?

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

Best regards, 

Veronika

Good morning, but unfortunately for me it is not after 2 weeks that 1xbet had me asking for so much documentation, selfies, receipts, and birth certificate, after giving everything yesterday was the last thing they asked me for a selfie, with a white paper that I wrote the day I was there and the code that was given to me, I get a message from them telling me that my account is blocked by terms and conditions that I violated the rules of their policy, see in 1 place there is something that I hate the most that is lying, yes and something that does not make sense if they say that I violated that I have other accounts, which is not the case because they did not automatically block me before and it is more because they asked me for so much documentation and receipts and more if according to them I had other accounts, that is their excuse when they saw that I sent everything to their email they saw the need to lie so that more than that I do not play in their account is to keep my money I have a balance of more than 1700 soles and they blocked my account and not They paid me, and the most incredible thing is that in that last message they sent me they made the decision to block me and tell me that every message to the email that I sent about the blocking issue will be ignored, yesterday I wrote to their email that I always sent the documents, and they don't answer me, this is a strategy of the bookmaker to keep my money and I see that I'm not the only one, I read more cases in this forum that the same thing has happened to, I don't have another 1xbet account, no one in my family plays in bookmakers, I ask for proof of what they say in the 1xbet chat and they don't even give it to me, they write to me saying that they don't know about that issue that I wrote to the email I tell them that they don't answer me and it's more than that they told me in the last message that I should not write to them anymore if it was about the blocking issue, I'm very upset I have money won just so please I need you to help me and I have thousands of proofs even to make a claim to 1xbet, I'm interested in my money and if they don't want to open the account for me it's the thing less I am claiming my money, and lastly I never used bonuses and even less free plays from 1xbet, I played with my real money and I attest and there is a GOD WHO KNOWS EVERYTHING THAT MY CONSCIENCE IS CLEAR AND I LEAVE IT IN THE VOLUME OF GOD MY MONEY HE ALONE HAS THE LAST DECISION AND I HOPE GOD TOUCHES YOUR HEART FROM 1XBET THANK YOU.

Buenos dias ,pero lamentablemente para mi no lo es después de 2 semanas que me tuvo 1xbet pidiéndome tanta documentación, selfies,recibos,y partida de nacimiento, despues de dar todo ayer fue lo último que me pidieron un selfie, con un papel blanco que escriba el día en que estaba y el código que se me brindo,me llega un msj por parte de ellos diciéndome que mi cuenta esta bloqueada por términos y condiciones que infringi normas de su política de ellos ,aver en 1 lugar hay algo que más detesto que es la mentira, si y algo que no tiene lógica si ellos dicen que infringi que tengo otras cuentas , cosa que no es asi porque no me blokearon automáticamente antes y es más porque me pidieron tanta documentación y recibos y más si según ellos tenia otras cuentas, eso es excusa de ellos al ver que mandaba todo a su correo vieron la necesidad de mentir para más que que no juegue en su cuenta es quedarse con mi dinero tengo saldo de más de 1700 soles y bloquearon mi cuenta y no me pagaron ,y lo más increíble que en ese msj último que me mandaron tomaron la determinación de bloquearme y decirme que todo msj al correo que yo envié del tema de bloquea será ignorado ,ayer les escribí a su correo que siempre mandaba los documentos, y no me responden, esto es estrategia de la casa de apuestas por quedarse con mi dinero y veo que no soy el único leí más casos en este foro que le a pasado lo mismo ,yo no tengo otra cuentas de 1xbet ,nadies de mi familia juega en casas de apuestas, pido pruebas de lo que dicen en el chat de 1xbet y ni me la dan me escriben diciendo que ellos no saven de ese tema que escriba al correo les digo que no me responden y es más que ellos en el último msj me dijeron que ya no les escriba si se trataba del tema del bloqueo, estoy muy molesto yo tengo ki dinero ganado justamente así que porfavor necesito que me ayude y tengo miles de pruebas hasta para hacer una demanda a 1xbet ,a mi me interesa mi dinero y sino me quieren abrir la cuenta es lo de menos yo estoy reclamando mi dinero ,y por último yo nunca use bonos y menos jugadas gratis de 1xbet ,jugaba con mi dinero real y doy fe y hay un DIOS QUE TODO LO SAVE QUE MI CONCIENCIA ESTA LIMPIA Y LO DEJO EN VOLUMEN DE DIOS MI DINERO EL SOLO TIENE LA ULTIMA DESICION Y OJALA DIOS TOQUE SU CORAZÓN DE 1XBET GRACIAS.

Thank you for your reply.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 

Did you accumulate your winnings with or without a bonus?

What types of games did you play - e.g. slots, live casino games, sports betting?

Good evening, in 1 place in my house I live alone with my father, an older adult who knows nothing about this, I am the only one who plays at 1xbet, I did not make any game with any bonus and it was only sports betting, here there is something shady and strange and illogical about the bookmaker if supposedly they say and claim that I have other accounts, because when verifying the account they asked me for thousands of documents and selfies and more, if they say that I have other accounts why didn't they block me right there, they are a ridiculous and scam company inventing things that are not true to keep the money this is a robbery I have read many 1xbet blogs that do the same with many users begging for their money, they asked me for thousands of documents by email, and to the letter I sent them all the documents when they saw that I sent everything they had no choice but to invent that I have other accounts, what's more, they tell me in the last email I received from them that if I write again for The issue of my account being blocked, they are going to ignore me, I wrote thousands of emails claiming my money and they don't answer me, I wrote to the 1xbet chat and they don't give me any information, they tell me that's all and there's nothing else to do and they don't know anything else, I demand that they help me and I'm claiming my money that I justly earned, please, thank you.

Buenas noches en 1 lugar en mi casa vivo solo con mi padre un adulto mayor que no sabe nada de esto ,yo soy el unico que juega en 1xbet ,no hice ningun juego con ningun bono y fue solo apuestas deportivas, acá hay algo turbio y raro e ilógico de la casa de apuestas si supuestamente ellos dicen y afirman que tengo otras cuentas, porque al verificar la cuenta me pidieron miles de documentos y ,selfies y más, si elos dicen que tengo otras cuentas porque no me blokearon ahí mismo ,ellos son una empresa ridícula y estafadora inventando cosas que no son ciertas por quedarse con el dinero esto es un robo y e leído muchos blogs de 1xbet que hace lo mismo con muchos usuarios rogándole su dinero ,ellos me pidieron miles de documentos al correo ,y al pie de la letra les mandaba todos los documentos al ver que mandaba todo no le quedó de otra de inventar eso de que tengo otras cuentas, es más para colmo me dicen en el último correo que recibí de ellos que si vuelvo a escribir por el tema del bloqueo de mi cuenta me van ignorar, escribi al correo miles de correos reclamando mi dinero y no me responden ,escribi al chat de 1xbet y no me dan información me dicen que eso es todo y no hay más que hacer y ellos no saben nada más que eso yo exijo me ayuden y estoy reclamando mi dinero ganado justamente porfavor gracias

Thank you very much, Popeye5555, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

But what will his partner be? Where will he write to me here or by my email? I need 1xbet to pay me my money.

Pero su compañero que va ser ,por donde el me escribirá por aqui o por mi correo necesito 1xbet me pague mi dinero

What will happen with my case, will it be resolved?

Que va a pasar con mi caso lo van a resolver

Dear Popeye5555,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1xBet Casino PE's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1xBet Casino,

Could you please provide detailed information regarding this case and explain the reasoning behind requesting a non-standard document, such as a birth certificate, despite the submission of other identification documents?

Thank you in advance for your response!

Best Regards,

Kubo

Dear User,

To assist you further with your case, could you please provide your gaming ID along with a screenshot of your conversation with the security department where the account block was notified?

This will help us escalate your issue to the appropriate department for resolution.

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

Best regards,

The 1xBet Team

Dear 1xBet Casino,

The player's casino username and registered email address are visible in the complaint thread for your reference.

Dear Popeye5555,

Could you please provide the screenshot requested by the casino in their previous post?

Thank you.

Dear Popeye5555,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo