1xBet Casino LAT - プレイヤーの撤退が遅れています。

When I attempted to withdraw, I was asked for documentation, transaction history, proof of deposit, and photos of myself. I sent everything, and to this day, I have not received any response. I need to withdraw the money.

al momento de retirar, me solicitaron documentaciones, historial de transacciones, comprobante de deposito y fotos mías, envié todo y hasta el día de hoy no he recibido ninguna respuesta, necesito retirar el dinero.

Dear mateocardozo45, 

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 take 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? 

When was the last time you communicated with the casino regarding your verification?

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, 

Veronika

Hello, I sent an identity document, transaction history and proof of the transaction made to the casino, a selfie of me with the email sent by them and my document. I sent all this to them at the moment they asked me without taking even 10 minutes, exactly July 20 at 2:24 I started sending the documents. Yesterday I contacted the casino's support department, who have nothing to offer since they do not solve the problem, and I received this message:

Hello.

Dear user, your account is in verification status. You must wait for the response from the Security Department. The bookmaker's support is not involved in these types of requests.

We are at your service.

I have acquaintances who had the same problem in other casinos and the solution did not take more than 2 days.

Hola, envié documento de identidad, historial de transacciones y comprobante de la transacción hecha al casino, una selfie mía con el mail enviado por ellos y mi documento. Todo esto se lo envié en el momento que me iban pidiendo sin tardar ni 10 minutos, exactamente 20 julio a las 2:24 comencé a mandar los documentos. Ayer me comunique con la parte del soporte del casino que de soporte no tienen nada ya que no solucionan el problema, y recibí este mensaje:

Hola.

Estimado usuario, su cuenta se encuentra en estado verificación. Debe aguardar la respuesta por parte del Departamento de seguridad. El soporte de la casa de apuestas no participa en este tipo de solicitudes.

Estamos a la orden.

Tengo conocidos que tuvieron el mismo problema en otros casinos y la solución no tardo mas de 2 días.

Thank you for the information. Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

Moreover, have you accumulated your winnings with or without an active bonus?

Dear mateocardozo45,

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.