1xBet Casino - Акаунтът на играча остава заключен въпреки проверката.

Hello, am [name hidden by Casino Guru] , account id [ID number hidden by Casino Guru], am customer of 1xbet, my account have been locked since october 2022, so I started the process of unlocking it,

i have provided my id card that have been approved, my bank statements also but in the I did an accident and had a surgery and was not able to walk for almost a year, after my rehabilitation, I constated that I can't have access to my account and even the last documents asked from security team, that I provided it but they are not answering, please assist me. thanks

Dear Elihou, 

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 can 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 the problem with 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

i’ve sent my id card used for registration and bank statements proving deposits and it have been validated.

The last one was sent in january 2023 and i did an accident 1week after so i stopped chating with them.

The last time we spoken was May 2023 , i was still in hospital, i went home 3days ago , i chat them but they are not replying

Why even did they deleted my account while the verification process was going on, they have planned not giving my money.

Please forward me the document that was rejected by the casino. My email address is veronika.l@casino.guru. Thank you.

the file have been sent to you to the dedicated email.

Thank you for your email. I apologize, Elihou, but we regret to inform you that we cannot assist you with your request. As it has been more than a year since the initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

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.