1xBet Casino - プレイヤーのアカウント確認が遅れています。

My ID: 1584359937

My email: [removed by casino.guru admin]

I am submitting this complaint because my account verification has been unfairly rejected and the support team has stopped responding.

I provided all the requested documents and photos exactly as instructed. The photos were taken directly with my smartphone (Samsung S25 Ultra) and sent from my photo gallery without any modification, editing, or screenshot.

Despite this, the security team claimed that the files were not original or were modified. This is not correct. The files are original photos taken directly from my phone.

I also explained that the last two photos were taken with another phone (Samsung A54), but they were still original photos and were not altered in any way.

I even offered to record a video following their instructions or to do a live video call to prove my identity and show the original documents, but I have not received any response from support for several days.

I am willing to cooperate fully and provide any additional verification required, but the lack of response from the support team is very concerning.

I kindly ask casino.guru to assist in resolving this issue and help complete my account verification.

Thank you.

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you recorded and sent the video to the support of the casino anyway?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear nadiamiladi,

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,
Tomas
Casino.Guru