1xBet Casino - El retiro del jugador se retrasa debido a la verificación.

Hello betting guru.

when I deposited money they did not ask for verification and when i win around only 200₹ they are not able to withdraw my money.

they are asking for verification and they are saying that send documents to our security team.

its been many days i have sent them documents around 4 times.

their customer care is not listening to me and I urgently need my money become my family member is in hospital right now.

Please I request you 1x bet to fast verify my documents and let me withdraw my money as soon as possible.

Hello,

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

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?
• Could you please specify what the dispute amount of 10 798 INR represents, please?

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,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have one more update. They replied but they are saying not valid document. I even sent them screen recording of me downloading aadhar card from real india government website. But still the response is same. I am sharing all these proof to your mail.

I have sent you all proofs on your mail id you can check

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear user,

I'm Romi, 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'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 about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear stakegracyid44, 

Dear Romi,

After a thorough review, we would like to inform you that the documents previously submitted did not pass the originality check. Our Security Department has identified signs of possible tampering or use of third-party software.

To proceed with the verification, we kindly ask the user to resend the requested documents strictly according to the instructions provided by our Security Department. Please make sure the documents are original and unedited.

Once we receive valid documents, we will be able to continue with the verification process.

Thank you for your understanding and cooperation.

Best regards,

1xBet Team

I have again provided you the required documentation that is 100% correct and verified from official Indian portal website right now. Please i request you to verify my account now and withdraw my funds.

Thank you all for your cooperation.

Dear user,

Do you have any updates for us, please?

Best regards,

Romi

Dear stakegracyid44,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru