1xBet Casino LAT - El retiro del jugador se retrasó debido a una verificación no resuelta.

Good evening, the betting company 1xbet has not responded for days regarding the document verification needed to complete a withdrawal. I have sent several photos of the documents with a selfie more than 7 business days ago and the issue is still unresolved. I have reported this via chat and by phone, but they just ask me to wait. I urgently need these documents verified to proceed with the bank transaction with the company. Thank you.

Boa noite, a empresa de casa de aposta 1xbet, vem a dias sem retorno sobre verificação de documento para conclusão de levantamento, já fiz várias envios de foto documentos com selfie a mais de 7 dias úteis e não resolvem a situação, já relatei via chat via telefone só pedem para aguarda necessito verificação urgente desses documentos para movimentação bancária com a empresa, obrigado

Dear mmpinturas2015,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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

Dear mmpinturas2015,

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.

Good morning, as of today the problem has not been resolved, I have already made contact via chat again, sent new documents and have not received any response, I feel aggrieved by the company, an embarrassing and regrettable situation

Bom dia, até a data de hoje o problema não foi resolvido, já fiz contato via chat novamente fiz novos envio de documentos e não obtive nenhuma resposta, estou me sentindo lesado pela empresa situação constrangedora e lamentável

Thank you very much, mmpinturas2015, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear mmpinturas2015,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 1xBet Casino LAT representative to join this conversation.

Dear 1xBet Casino LAT,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello,

At the moment our Security Team is waiting for you to provide them with the selfie with your correspondance with them, in the background, while holding your documents in the hands. Unfortunately, the quality of the photo you sent is very low. Please make sure that the photo is lit well and all the letters are easy to read. Also, make sure that the file size is larger than 1MB and is not compressed.

Please provide them with the document necessary and wait for the notification in your account info/email.

Thanks in advance.

Best regards,

The 1xBet Team

Good afternoon, today I sent a selfie again with the requirements set out in the image, I'm waiting for a response

Boa tarde, na data de hoje fiz novamente envio de selfie com os requisitos exigidos na imagem, aguardo retorno

They answered me after several days now if I have a relationship with a name of an unknown person, I said no, because I have no idea who it is, I'm waiting

Me responderam após vários dias agora se eu tenho relação com um nome de um desconhecido, respondi que não, pois não faço ideia de quem seja, estou aguardando

Good evening, I would like to thank the site for the effort and attention to my request, the company 1xbet resolved my situation just after several days, finally, thank you very much to the casino guru

Boa noite, venho agradecer o site pelo esforço e atenção a minha solicitação, a empresa 1xbet resolveu minha situação agora pouco após vários dias, por fim muito obrigado ao cassino guru

Dear mmpinturas2015,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru