1xBet Casino - プレイヤーの確認プロセスが遅延しています。

Hello dear CasinoGuru,

ID 5********

It's been a few weeks now that I've been undergoing a verification process with the security department of 1XBET, but unfortunately, every time I'm asked to send documents. So I sent my ID card, then I was asked to retake the photo from a different angle. I did it a second time, then a third. Then I was asked for a selfie—I sent the selfie. Then they asked for my driver's license—I sent the driver's license. Then they asked for a bank statement—I sent that too, to prove my address. And now they’re asking once again for another document: my passport.

At this point, I feel it's getting to be a bit too much, and it seems abnormal that it takes this long just to complete a simple account verification. So I’m turning to you for help.

NEVER USED BONUS.

PLAYED CASINO,SPORT.

Dear choasimo90,

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.

Have you received any communication from the security department explaining the need for additional documents?

Is there a specific timeline that the security department has mentioned for completing the verification?

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?

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,

Dominika

Have you received any communication from the security department explaining the need for additional documents? My last email with them was they passport i sent it.

Is there a specific timeline that the security department has mentioned for completing the verification?

No but it takes too much here we are 3 weeks everytime im sending a new documents its annoying..

Could you please advise which documents you have already provided and when exactly did you send the last one? ID CARD sent at least 3 times verytime they want to do it again, DRIVER LICENSE, SELFIE with ID CARD, BANK STATEMENT, PASSPORT...

Have you provided all the required documents as soon as possible and in the correct format? YES OFC

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,

Dominika

Bonjour Domonika,

A ma grande suprise mon compte joueur est passe cette nuit de 24.000 MAD à 14.000 MAD.

Ils repondent finalement par ca

Good Day.

We are bringing to your notice that we made a decision to stop any collaboration with you (closing your gaming account) on the basis of General Terms and Conditions of the Bookmaker Company:

Upon completion of the investigation, the company can make any decision that it deems to be fair and reasonable:

1. To block (close) the account (including any multi-accounts), which may entail:

- all bonuses, free bets and winnings received from those bonuses and free bets when using this multi-account becoming void and lost to you

- at our sole discretion, to cancel all winnings and refund the balance of your account at the start of the investigation (minus any canceled winnings) made from your main and multi-accounts. We also have the right to refund any amounts that are owed to us in connection with this multi-account, directly from any of your accounts (including any other multi-account).

2. At our sole discretion (in exceptional cases), to allow the continued use of the main account and recognize it as valid, while all bets placed by you from the multi-account will be voided, the multi-account(s) will be blocked and/or canceled by decision of the company (the decision is made for each particular case individually, according to the extent of the violation).

The decision was made after rigorous investigation of the case by The Security Department.

We ask you not to create gaming accounts with The Company.

Due to the fact that your actions have been recognized as flagrant violation of The T&Cs of our Company, the decision of stopping any cooperation with you was final and not subject to further appeal.

All further questions concerning the case of blocking from your side will be ignored.

You can withdraw the deposited sum only.

Evidement, je n'ai qu'un seul compte joueur, une tres belle excuse pour ne pas payer mes gains, donc je conteste fermement. Priere d'inviter un representant un casino pour qu'ils communiquent des preuves et nous montrer ou ils sont ces multiples comptes. A qui sont ils liés ? autrement c'est du VOL..

Dear choasimo90, could you please confirm if there is any chance that someone else from your household or using the same IP address might also have an account at this casino?

Did you use a VPN?

Did you use only payment methods that are registered in your name?

No one in my house,

No VPN

Yes

Thank you

Anything new dear casino guru ?

Thank you very much, choasimo90, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear choasimo90,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 1xBet Casino representative to join this conversation.

Dear 1xBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Thank you, hopefully 1xbet is sending evidence to us and show us which account is linked to mine because i dont understand

Dear user,

We have escalated your case to the relevant department.

As soon as we receive a response, we will inform you immediately.

Thank you for your patience.

Sincerely,

1xBet Support Team

Thank you dear representative at least you , you communicate

Dear 1xBet Casino,

Please notify us, when you receive any update

Thank you.

Dear user and Casino Guru Team,

The account was blocked due to multi-accounting, based on the use of a shared device and similar gameplay behavior, linked to account ID 87736463.

This action was taken in accordance with our Terms and Conditions, specifically:

Clause 7.1:

"Each registered customer is allowed to have only one account. Customers are allowed to register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website."

Given this clear violation, the block was applied following internal investigation procedures.

Sincerely,

1xBet Support Team

Dear 1xBet Casino,

Could you please send me supporting evidence of the claims to miroslava.d@casino.guru?

Thank you.

The account was blocked due to multi-accounting, based on the use of a shared device and similar gameplay behavior, linked to account ID 87736463.

I DONT HAVE ANY SIMILAR GAMEPLAY BEHAVIOR, PLAYED FOR MY SELF SHARE PLEASE EVIDENCE.

You're just confiscating winnings by making a pretty excuse. It's not fair, dear casino.

Can you give us the name of these account person ?

AS I said i have ONE ACCOUNT WITH YOU SINCE 3 years.

Dear Casino Guru representative,

For security and confidentiality reasons, as has been explained in this and previous cases, we are only able to provide limited information. Unfortunately, this may not meet Casino Guru’s evidence requirements, as we are unable to share screenshots or internal documentation that our Security Department reserves the right to withhold.

Please note that the case remains escalated internally, and if at any point in the future we are permitted to disclose additional information, we will do so accordingly.

We fully understand that this may result in the case being marked as inconclusive on your platform.

Thank you for your understanding.

Sincerely,

1xBet Support Team

Thank you for your response, 1xBet Casino.

Dear choasimo90,

The casino states that they are not able to provide evidence to support their claims, and without any evidence there is no way for us to mediate the situation effectively. Consequently, there is no option available to us but to close the complaint as 'unresolved'. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to provide evidence in the future the complaint can be reopened and you will be notified by email.

This casino operates with a license granted by the Curacao Gaming Control Board. This regulator states that they do not resolve individual disputes between players and gaming operators, but if you do wish to contact them you can do so here: https://www.gamingcontrolcuracao.org/contact

I am sorry we could not be of more help on this occasion.

Kind regards,

Mirka

Dear choasimo90,

This complaint has been reopened at the request of the casino. Evidence has been provided that shows your account and another account have been accessed using the same internet connection and device. Are you able to clarify how this could be the case?

Thank you.

Dear choasimo90,

Could you please answer therśe questions?

• Is there anyone in your household, who has an account in this casino?
• Which devices and connections (home wifi, mobile data,...) you used to access the casino account?
• Has someone else accessed this casino from the same device as you?
• Have you used VPN while accessing the casino website?

Is there anyone in your household, who has an account in this casino?

No its only

Which devices and connections (home wifi, mobile data,...) you used to access the casino account?

When im at home im using home wifi, when im outside and i need to play i used mobile data. So used laptop and Iphone.

Has someone else accessed this casino from the same device as you? No

Have you used VPN while accessing the casino website? NEVER, i perfectly know VPN is prohibited so ill never put my self in danger.

I would like to clarify that I personally own and use only one account on 1xBet.

If there was access from the same device or internet connection as another account, it may be due to:

The fact that I share my Wi-Fi / internet connection with other people

Or that I used a shared device in the past (for example, a friend’s or relative’s phone or computer).

However, I have never created or used multiple accounts myself, and I have always respected the Terms and Conditions.

I kindly ask the casino to reconsider this block, as I believe this is a misunderstanding caused by shared usage of internet or devices, but not by deliberate multi-accounting.

Thank you for your understanding.

Dear choasimo90,

According to the evidence provided by the casino, we have reasonable grounds to believe, you either created multiple accounts yourself, or shared a device with other player in this casino on multiple occasions.

Since you mentioned in your reply: "this is a misunderstanding caused by shared usage of internet or devices, but not by deliberate multi-accounting" , it also suggests that you know about these instances.

I apologize, but we are not able to proceed with this complaint. The use of multiple accounts on the same device suggests the utilization of multiple accounts by a single individual and it would be impossible to prove that it's not just one person playing in both accounts.

Please note that it is very important not to share your device with others when accessing online casino accounts, as this can lead to complications and serious violations of casino terms. If you disagree with us, you can always contact the licensing authority, but I don't think their opinion will be different.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best Regards,

Mirka