1xBet Casino - El retiro del jugador se ha retrasado debido a problemas de verificación de la tarjeta.

I am trying to withdraw 1500 MAD from my 1xBet account.

I completed identity verification and provided all requested documents. The issue is that I used a virtual single-use card from Revolut to deposit funds.

This type of card is automatically deleted after one transaction and does not have a physical form, so it is impossible to provide a photo of the card as requested.

I have already provided:

Transaction proof

Bank statement

Identity documents

Despite this, the security team keeps sending the same automated response asking for a card photo, which cannot exist.

I am requesting that 1xBet review my case manually and accept alternative verification.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Achraf222,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which verification documents you have already provided beisdes those stated and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you received any specific messages from the security team explaining the reasons why they need a card photo?

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

Best regards

Petra

hello thanks for coming back to me

I’ve sent my ID as requested in the same format they want after that they responded and they wanted me to take a picture of a card i used before for deposit, that was impossible to do cause the card was virtual generated for single use , i used it once with them and it disappeared, i explained that to them , i showed them the transaction in my bank account with my name , i should them my revolut statement showing the transaction, they responded [ Please pay attention to the requirements of the Security Department, otherwise further actions are impossible. ] that was absolutely about the card as not about my ID i already sent my ID and they replied with a message asking for the card , i tried to explain to them more then once , they kept replying with the same .

to answer your questions briefly:

the document i provided : ID , transaction statement, screenshot with the transaction with the same last 4 numbers of the generated card

All that happened in 3 may

i sent the last document (transaction statement) : 3 may 2026 at 20:25 gmt+1

i sent the last email : 3 may 2026 at 20:44 gmt +1

and yes i was replying fast and they were replying too with the same email ( Please pay attention to the requirements of the Security Department, otherwise further actions are impossible.)

i didn’t receive any specific messages explaining why they need a card photo

Thank you for your reply and for providing the previous details, Achraf222.

• Are there any alternative payment methods linked to your account that you could use for the withdrawal?
• Have you experienced similar problems with withdrawals in the past with this or other online casinos?
• Did you receive any email or communication after providing the requested documents? If so, what did it say?

You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

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

Dear Achraf222,

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,

Petra