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

On 26th December 2024 1xbet asked me to submit documents confirming I don't have gambling addiction and I provided the documents, that was OK but few day letter they asked me to submit documents confirming I don't have gambling addiction which I submit but they keep saying it's not original . I have tried everything and iam now tired cause I have provided everything original. Now they don't respond it's been 25 days

Dear joshuajay596,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with the verification process at 1xBet. To better understand the situation and assist you more effectively, I would appreciate it if you could clarify a few points:

• Could you please confirm what documents you initially submitted to verify that you don’t have a gambling addiction?
• Could you provide details about the most recent documents you submitted and how they were marked as not original?
• Have you received any further communication or updates from 1xbet regarding this issue, apart from the request for original documents?
• When communicating with the casino regarding this issue, did you ever mention having a gambling problem or ask for self-exclusion?

Your cooperation is crucial for us to proceed with the case and help resolve the issue. Without your input, we won’t be able to continue working on your complaint. If you have any relevant communication, please forward it to petronela.k@casino.guru.

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

I submitted a letter from the doctors with signature and stamp. The most recent one they also said it was not original yet it was. I haven't received any communication from them their security team can really frustrate somebody.

Hi joshuajay596,

Thank you very much for your reply.

• To help us better understand the situation, could you please clarify on what grounds the casino initially requested the document confirming that you don't have a gambling addiction?
• Did you request self-exclusion from the casino in the past due to a gambling problem?
• Additionally, could you explain what the disputed amount of 694,598 KES represents? Is it related to a withdrawal or deposit, or something else?

Your answers will be vital for us to proceed with this case, and we appreciate your cooperation. If you have any further communication from the casino, please feel free to send it to petronela.k@casino.guru.

Thank you in advance for your reply.

They say its for verification process, yes I think I once requested my account to be closed due to addiction but I stayed for six months and gain control , the money is related to withdrawals.

You too slow to help , they blocked my account without proper reasons,

Hi joshuajay596,

If you had mentioned earlier that you had previously requested a self-exclusion due to a gambling issue, I wouldn’t have needed to ask all those questions. I know it’s been a lot, but we want to make sure we have all the details to effectively help you.

I completely understand how slow the process can feel, especially when you’re waiting for answers. As we handle around 1,100 complaints, we have a 7-day window to reply to each one, but please know we’re doing our best to provide the support you need.

• To proceed, could you clarify whether your previous self-exclusion was specifically due to a gambling problem?
• Also, after the self-exclusion period, did you reopen your old account or create a new one? These details will really help us move forward with your case.

Thank you so much for your patience and understanding.

I’m here to help, and I look forward to hearing from you soon.

Yes I asked for self exclusion dye to gambling addiction and after that I reopen a new Account because i had lost the number for other account and again I felt I was able to control my self now

Hi joshuajay596,

Thank you for clarifying the situation. I understand that your self-exclusion was due to gambling addiction, and that you opened a new account after losing access to your previous one.

• Could you also let me know how much you have deposited into your new account since opening it?
• How long did you initially request your self-exclusion to last on your first account?

This information will help us move forward with investigating your case.

Looking forward to your reply.

I have deposited like 135, 000 ksh but I'd ID play crash games and my balance was 686,000ksh before they closed.

The previous account I asked them to close it permanently.

Hi joshuajay596,

I just wanted to check if you ever completed your personal profile when opening your accounts at the casino. Since the registration is a one-click process, it's possible to fill out additional personal information later.

• Could you confirm if you completed this info when setting up both your first and second accounts?

Looking forward to your response.

Yes I did complete all

Thank you very much, joshuajay596, for providing all the necessary information. I will now transfer your complaint to my colleague,  Michal (michal.v@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello joshuajay596,

My name is Michal 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,

Michal

Dear User,

To review your case, we need your account ID number and the email address associated with it.

Please note that matters related to addiction are taken very seriously, and for this reason, we must carefully review your request.

We appreciate your cooperation and look forward to your response.

Best regards,

The 1xBet Team

Dear joshuajay596,

Please provide the casino with the requested information so the case can move forward.

Dear Player,

Thank you for contacting us. In order to escalate your case and inquire with the responsible department regarding your document verification, please provide us with your account number.

We look forward to your response and will assist you as soon as possible.

Best regards,

The 1xBet Team

Dear joshuajay596,

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.