1xBet Casino NG - Cuenta del jugador suspendida debido a complicaciones de verificación.

Am a 1xbet client, my account have been locked for KYC purpose, they asked me some documents like my id card, my bank statement, i have provided and they validate, they asked to connect on the site through PC, i did it.

I now received a message that my account is suspended till they receive my documents notarized in Mexico, i don’t have issue with sending my documents, but the problem is that all the postal service i want to are refusing to send documents to that particular country because of postal restrictions in nigeria, i don’t whether they can change the country or change the method of verification.The casino understanding the issue , they kept repeating same thing.

Hello akanni96,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1xBet Casino NG. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The process began 3months ago

My id card have been approved and my bank statement also.

i spoke with them 2days telling them about my incapacity to send the documents but no answer.

They asked a selfie holding a code ,it have been done.

Hello akanni96,

Can you please clarify when did you send them that selfie? Did they respond to you since?

It have been sent 2days ago, they always do 3days even to check an ordinary file.

Hello akanni96,

Please note that the verification process may take up to 14 days after sending in all the requested documents. I would definitely recommend to wait at least a week for the selfie to be accepted. Please let us know in case of any update.

they asked the same document

You people have to close my complaints, since almost twice week , we are not moving forward , please close my complaint, i will find solution myself.

after doing everything , they blocked my account without giving my initial deposit.

Hello akanni96,

Did they explain the reason of closing your account? Please forward the communication between you and the casino to nikolas.b@casino.guru.

Dear akanni96,

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.

this matter have been took to CEG, this is their decision, they said the bookmaker have to sees 10% of my balance and give my balance , i hope they will respect this decision, as they are known as not respecting any rule.

Dear akanni96,

Did the casino also receive this decision from the regulator or did you forward it to them? Did the regulator set any time frame in which the casino has to refund the money to you?

The casino also received the decision and the regulator gave them 7days if they want fill an appeal.

this is the message sent to both of us since 23rd of this month , so 4days ago.

Dear akanni96,

Even though the casino had 7 days to process the refund, please keep in mind that based on the payment provider, it might take longer. I would recommend to wait at least until the end of next week if the money hit's your account. If not, I would recommend to contact the license again as they have already made the decision and they have the right to enforce the casino to pay out.

Dear akanni96,

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 further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.