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

My 1xBet account was fully verified. Went to go do a withdrawal a month ago and I was blocked behind a repeating loop of document requests, several of them for documents already provided or already rejected. Timeline: - September 2025: I completed verification by email with their verification department. They confirmed in writing: "You have successfully verified your account. Please re-login and create a withdrawal request."

- 9 July 2026: I tried to withdraw and was told new documents were required because mine had "expired." I sent updated photo ID as requested. - 3 August 2026: In a single day, their Security Department demanded, one item at a time: cryptocurrency wallet screenshots (I have never used crypto — I deposit and withdraw only by Interac e-Transfer); full uncropped desktop screenshots including the taskbar and address bar; confirmation of a specific 2025 deposit (provided, with a supporting bank statement); and a photo of me holding my ID next to the device I bet on — provided twice after they asked for better quality. They also asked whether I have any relation to a third party unknown to me (I answered no), then re-sent the cryptocurrency request and retracted it minutes later as "sent by mistake." - 6 August 2026: They requested a utility bill. I provided it and was told my data was under verification. - 8 August 2026: I asked for a status update. Their response was to demand my driver's licence — the same document their own verification team rejected as "not suitable for verification" at the start of the process in September 2025. - 9 August 2026: I provided it anyway and asked them to confirm the complete list of outstanding documents, a review deadline, and my withdrawal status. Their only reply was that my request had been "sent to our specialists." The balance is sports betting winnings in my main wallet. No bet settlement is in dispute — 1xBet has never questioned any wager, only endlessly restarted verification.

The entire correspondence is in a single email thread, which I can provide in full along with all documents, deposit records, and balance screenshots. I am asking 1xBet to pay out my balance by Interac e-Transfer and to confirm in writing that no further documents are required.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino informed you whether any of your documents have been approved as part of the verification process?
• Am I correct in understanding that you did not access your account from September 2025 through July 2026, either to place any new bets, submit withdrawal requests, or continue with the verification process?
• When was the last time you deposited money into this casino?
• Have you received any new messages from the casino customer support since submitting this complaint?

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,

Veronika

Hi Veronika,

Thank you for your response.

My apologies if I was unclear.

1) Yes — on 22 September 2025 they confirmed in writing: "You have successfully verified your account. Please re-login and create a withdrawal request." Since this restarted in July 2026, nothing has been confirmed as approved — every submission gets "your data is under verification, please wait for notification," and then a few days later they ask for another piece. They have now requested nine different pieces of information, several of them from their own "acceptable documents" list and already accepted once.

2) Yes I was able to access my account and I placed wagers throughout the last few months. I still have access to the account. When I tried to withdraw at the beginning of July, I was told my documents had "expired" — my health card from the original verification had been renewed in the meantime — so I resubmitted the updated card, and that is what started this loop.

3) Last deposit was September 9th 2025

4) I just received this morning another request for documents - photo of my passport.

Appreciate any assistance!

Shane

Dear meagz23

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello meagz23,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1xBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello,

Thank you for providing the information.

We have taken your complaint into review and forwarded it to the relevant department. Our specialists are currently looking into the situation.

Please allow us some time to complete the review and kindly wait for our response. We will get back to you as soon as we have an update.

Best regards,

1xBet Team

Hello,

Thank you for your message.

We have checked the current status of your case. According to the information from our Security Department, your account verification has not yet been completed. The documents you have submitted are still under review.

Please wait for a response from the Security Department via the official email communication. As soon as the verification process is completed and the final results of the review are available, you will be informed accordingly.

We kindly ask you to wait for the Security Department’s response.

Best regards,

1xBet Team

Dear 1xBet Casino Team,

Thank you for the update.

We would appreciate it if you could also inform us here once the review of the submitted documents has been completed. In particular, please let us know which documents have been accepted and whether there are any remaining issues or additional requirements that could prevent the player from successfully completing the verification process.

Thank you for your cooperation.

Hello,

We have checked the current status with the relevant department. According to the latest update, the transaction is still under review on the payment provider’s side.

At this stage, we kindly ask you to wait until the payment provider completes its review. We will provide an update as soon as further information becomes available.

Thank you for your patience and understanding.

Best regards,

1xBet Team

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

Dear meagz23,

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,

Lucia