1xBet Casino LAT - El retiro del jugador se retrasa debido a la solicitud de documentos.

I deposited 80 USD and placed bets as the casino stipulated that you have to bet the entire deposit amount before withdrawal. Now after making my bet and winning, the casino won't give me my 80 USD winnings. They are asking for documentation, but when I contact the support team, I receive no response. They've essentially stolen my money. I didn't use any bonuses; this is my money and I simply want to withdraw it. That's all.

He depositado 80 usd, he realizado apuestas ya que el casino pide que se apueste el total depositado para retirar. Ahora luego de realizar la apuesta y ganarla el casino no me quiere pagar mis 80 usd. Me pide documentacion, me contacto con soporte y no me responden, me roban mi dinero. No uso bonos, es el dinero mio, solo quiero retirarlo es todo.

Dear nordmigue2022,

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

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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,

Petronela

Yesterday I contacted them, they asked me for a photo of my ID, I sent it to them and they did not accept it. They use the excuse that the photo is not the size of the cell phone screen, I send them another image and they tell me that it weighs more than 1mb when it weighs 70kb, I send them another image and they tell me the same thing over and over again. The images are clear, they weigh less than 1kb and they are full screen taken with my camera, they still reject it, they make excuses for not verifying me and paying me my money.

Ayer me comunique con ellos me pidieron foto de mi documento de identidad se las envie y no me la aceptan. Ponen como excusa que la foto no es del tamaño de la pantalla del celular, les envio otra imagen me dicen que pesa mas de 1mb cuando pesa 70kb, les reenvio otra imagen y me dicen lo mismo una y otra vez. Las imagenes son claras, pesan menos de 1kb y son a pantalla completa sacadas con mi camara, aun asi me la rechazan, ponen excusas para no verificarme y pagarme mi dinero.

I'm still waiting for a solution from 1xbet and for now they haven't asked me anything, nor do they respond to the live chat. I try to verify the account with the requested documents but I don't have any response from 1xbet. They take me for a fool and don't respond to the live chat, in addition to the stolen 80 USD.

Sigo esperando una solucion por parte de 1xbet y por ahora no me han solicionado nada, ni responden el chat en vivo. Trato de verificar la cuenta con los documentos solicitados pero no tengo respuesta alguna de 1xbet. Me toman de tonto y no responden el chat en vivo, ademas de los 80 usd robados.

I already submitted the requested documents, they won't let me modify my account information, I have been trying to access my account for 3 days, yesterday I was able to access it and I found out that someone had used my account and entered data that is not mine. I already sent the request to modify my data, I also already sent the requested photos and I still have not received any response from the 1xbet security department and I have not received any responses from the support either. I'm still waiting for them to respond and give me a solution, I already sent yesterday the data that does correspond to me. I requested to change my account information since the person who accessed and entered their information also had access to my email and several applications on my mobile device. I am waiting for them to respond and tell me if the data I sent is correct or if I should send other data in addition to those requested. They still haven't responded to me. I remain available and await your response.

Yo ya entregue los documentos solicitados, no me dejan modificar los datos de mi cuenta, hace 3 dias que intento acceder a mi cuenta, ayer pude acceder y me encuentro que alguien habia usado mi cuenta e ingreso datos que no son mios. Ya mande la solicitud para modificar mis datos, ademas ya envie las fotos solicitadas y aun no recibo respuesta alguna del departamento de seguridad de 1xbet y tampoco recibo respuestas del soporte. Sigo esperando a que me respondan y den una solucion, ya envie ayer los datos que si me corresponden. Solicite cambiar los datos de mi cuenta ya que el que accedio e ingreso sus datos, tambien tuvo acceso a mi correo y varias aplicaciones de mi dispositivo movil. Estoy a la espera de que me respondan y me digan si los datos que envie estan bien o si debo enviar otro datos mas ademas de los solicitados. Aun no me responden. Quedo a disposicion y espero su respuesta

They asked me for my personal data to be able to change the profile data, since I cannot verify my account since the data that is registered is incorrect. Another person entered their data by accessing my account through inappropriate means. My account had been stolen, I want to change the data but support refuses. They had asked me for a selfie photo with my ID and my device in my hand showing my Gmail account, they did not respond to me, I contacted support and they told me that I should send photos of my ID with the data that appears in the profile, I already told them I had requested the change and I had sent them what they requested to change my profile data, but now they are oblivious and ask me again for photos of the ID that corresponds with the incorrect data entered by the person who had stolen my account . I need help, I just want to get my money back but 1xbet doesn't want to change my details so I can verify my account. I do not know what else to do. They always respond the same and don't help me. First they tell me that if they are going to change my profile information, I send them the information and now they don't change it and they ask me for ID photos that I don't have.

Me solicitaron los datos personales para poder cambiar los datos del perfil, ya que no pueeo veroficar mi cuenta ya que los datos que estan registrados son incorrectos. Otra persona ingreso sus datos accediendo a mi cuenta por medios inapropiados. Me habian robado mi cuenta, quiero cambiar los datos pero el soporte se niega. Me habian solicitado foto selfie con el dni y mi dispositivo en la mano enseñando mi cuenta de gmail, no me respondieron, me comunico con el soporte y me dicen que debo enviar fotos del dni con los datos que figuran en el perfil, yo ya les habia pedido el cambio y les habia enviado lo que me solicitaron para cambiar mis datos del perfil, pero ahora se hacen lps desentendidos y me vuelven a pedir fotos del dni que corresponda con los datos que son erroneos que ingreso la persona que habia robado mi cuenta. Necesito ayuda, solo quiero recuperar mi dinero pero 1xbet no quiere cambiar mis datos para asi yo verificar mi cuenta. Ya no se que mas hacer. Siempre responden lo mismo y no me ayudan. Primero me dicen que si van a cambiar mis datos del perfil, les envio los datos y ahora no me los cambian y me solicitan fotos de dni que no tengo.

Because they don't approve my messages, I'm still waiting for 1xbet to respond to the data I sent them and still nothing

Porque no aprueban mis mensajes, sigo esperando que 1xbet me responda a los datos que les envie y aun nada

Thank you, nordmigue2022, for providing clarification. Just to recap, you opened your casino account and subsequently discovered that someone had manipulated your personal information. This unauthorized access extended beyond your casino account and encompassed other mobile applications and your email account, is that accurate? Please understand that modifying registered information in your casino account can be quite challenging, and, with all due respect, this situation appears somewhat improbable. Are you confident that you initially entered the correct personal information when creating your casino account? Could you please specify the discrepancies in your personal details you're currently experiencing? Have you received any specific details regarding this matter from the casino?

Hello, yes they have accessed not only my 1xbet account, they have accessed my personal email and other mobile applications. Only the telephone number information is the correct one that you enter at the time of registration. The rest are not my personal data. The drposits are done by myself. I did not enter the other data, it was entered by the person who attacked my account and other data from my phone. I requested to change my data and they do not want to help me change it to verify my account.

Hola, si han accedido no solo a mi cuenta de 1xbet, han accedido a mi correo personal y demas de aplicaciones moviles. Solo el dato de numero telefonico es el correcto que lo ingrese en el momento del registro. Los demas no son datos personales mios. Los drpositos los realize yo mismo. Los demas datos no los ingrese yo, los ingreso la persona que ataco mi cuenta y demas datos de mi telefono. Solicite el cambio de datos y no quieren ayudarme a cambiarlos para verificar mi cuenta.

The casino did not give me any details, they asked me for photos with my ID in hand and the mobile device where it could be seen that I am communicating with them, I sent them the photo, they asked me for photos of my binance account with which I deposited, they I sent and after that they didn't respond to me again. I wrote to them again and they told me to send them the documents associated with my profile and they did not change the profile data, that is, they asked me for the documents of the person who hacked my account and device. 1xbet goes around and does not solve any problem, it does not have policies for cases like this (they steal your account access data and do what they want) they wash their hands saying that it is the user's fault, when I was not at fault since I didn't give access to anyone. I did not share any email, username or password for my account. Now according to 1xbet I am to blame for the fact that a malicious person has hacked my device and with it all my accounts and applications.

El casino no me brindo ningun detalle, me pidieron fotos con el dni en mano y el dispositivo movil donde se viera que me estoy comunicando con ellos, les envie la foto, me solicitaron fotos de mi cuenta de binance con la que deposite, se las envie y luego de eso no me respondieron mas. Volvi a escribirles y me dicen que les envie los documentos asociados a mi perfil y no cambiaron los datos del perfil, osea me solicitan los documentos de la persona que hackeo mi cuenta y dispositivo. 1xbet da vueltas y no soluciona ningun problema, no tiene politicas para casos como este (que te roban los datos de acceso de tu cuenta y hacen lo que quieren) se lavan las manos diciendo que es culpa del usuario, cuando yo no tuve culpa alguna ya que yo no le di acceso a nadie. No comparti ningun correo, numero de usuario o contraseña de mi cuenta. Ahora segun 1xbet yo tengo la culpa de que una persona malisiosa haya hackeado mi dispositivo y con ello todas mis cuentas y aplicaciones.

Regrettably, we do not handle matters related to cybercrimes. If your possessions have been stolen and subsequently misused, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

The jurisdiction does fall on the casino, since it has user protection policies, fund protection, if it does not have any user protection and no protection against cybercrimes then 1xbet is not safe and you are giving it a rating of 6.5 when you should not Give it not even a rating since it does not provide security and protection to the user. I have seen that several casinos have this type of protection and 1xbet does not have it or has it and does not want to return my money. The money that is in my account is mine, I just want them to let me withdraw my money, otherwise 1xbet would be a scam and not a betting house.

La juridiccion si recae en el casino, ya que tiene politicas de proteccion al usuario, proteccion de fondos, si no pose ninguna proteccion al usuario y ninguna proteccion sobre delitos ciberneticos entonces 1xbet no es seguro y ustedes estan dandole una calificacion de 6.5 cuando no deberian darle ni una calificacion ya que no brinda seguridad y proteccion al usuario. He visto que varios casinos tienen este tipo de proteccion y 1xbet no la tiene o la tiene y no quiere devolverme el dinero. El dinero que esta en mi cuenta es mio, solo quiero que me dejen retirar mi dinero, en caso contrario 1xbet seria una estafa y no una casa de apuestas.

It's essential to understand that if someone has accessed your casino account, it indicates a compromise in your login credentials. Regrettably, maintaining the security of your login is the player's responsibility, not the casino's.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.