1xBet Casino - アカウント確認の問題により、プレイヤーの出金リクエストが遅れています。

Sir, I opened a new account and made many deposits. I won some money by betting, but when I tried to withdraw, it showed a security problem, documents need to be verified.

I emailed the security department and they asked me to download the online copy of my national identity card from the official site. But I failed to download it from that site. Because the online copy cannot be downloaded multiple times from that site. Then I gave them the online copy from the government office. They did not accept it.

Now they do not reply to any of my emails.

I can provide other documents to verify my identity, matching the information given in the account.but security team

I request you to solve my problem.

User id:-1*********

Dear loveyoumaa11222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you previously had another account with this casino?

Did you only bet on sports?

Can you access your casino account?

Have you received any specific feedback from the security department regarding the documents you submitted?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

1 Question:-Did you have any other accounts at this casino before?

1 Answer:-No, I didn't have any accounts before.

2 Question:-Did you only bet on sports?

2 Answer:-I played slot games and bet on sports .

3 Question:-Can you access your casino account?

3 Answer:-No, I can't access the casino

4 Question:-Have you received any specific response from the security department regarding the documents you submitted?

4 Answer:-I have provided the original documents that they asked for. The security team did not accept them. They are not telling me about any other documents. They are not replying to my mail saying that they are not original.

Attached is the chat transcript screenshot:-

I am ready to provide many other documents along with the information provided in my account. From which my personal information can be seen. From which they can verify my identity.

I hope you will be able to resolve this issue as soon as possible and help me. Thank you very much for your answer.

Best regards

Dear loveyoumaa11222, could you please share the documents you provided to the casino?

Could you please forward your communication with the casino regarding the verification?

My email address is dominika.l@casino.guru.

Dear loveyoumaa11222,

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.