1xBet Casino NG - Акаунтът на играча остава блокиран въпреки задълбочената проверка.

My account was blocked with my funds in it. I have been requested to submit series of Documentations and also did a Skype video call, yet 1Xbet has refused to unblock my account and allow me access to my Fund.

So far I have Submitted my Valid ID, State of Bank and Crypto account, Birth Certificate, Certificate of Mental Health, Certificate to prove that I don't have gambling addiction. Did Skype video call twice. The last of the requested document is an apostilled document confirming my Identity. I had to spend a lot of money to get this document at the Ministry of Foreign Affairs in my Country, I have uploaded it as requested on the website, yet they're sending me same request again

It seems 1Xbet are trying to make me frustrated so they can abscond with my money.

Dear Godspet96,

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

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

• Could you please advise when the extensive verification began?
• Which documents did the casino request last? Have you submitted them?
• Please send me your recent email or chat correspondence between you and the casino to my email at tomas@casino.guru

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,

Tomas

Hello Specialist,

I have forwarded my recent mail conversation with the 1xbet security team to your email.

They requested for an apostilled ID confirming my Identity the first week of January. At first I didn't get to understand the requested document so I uploaded my valid ID. Later I got to understand that I needed to visit a government office to authenticate the ID. I headed to the Ministry of Foreign Affairs in my country to get my international passport data page apostilled. I uploaded it on the 1Xbet website as requested only to check back after 24hrs and found out they're requesting for same document again.

Hello Team,

I have re uploaded the apostilled document and the same request kept showing up on the website.

I sent an email to the security team to inquire if the document was rejected or if that was not the document they requested but they seem so irresponsive as they only respond with a template message that reads " Dear customer, your account is under verification. Please follow the instructions listed on our website when logging into your gaming account."

I have tried to speak to them over the phone but the representative that spoke with me said I will have to contact the security team via email. This security team that are so irresponsive to messages and only send a template response making the process so frustrating so I can give up my funds

Thank you very much, Godspet96, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Godspet96,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just so you know, KYC is a very important and essential process.

I understand that the KYC process can sometimes be frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite 1xBet Casino NG to join the conversation.

Dear 1xBet Casino NG,

Can you please provide some information regarding the delay in the player's verification? Can you please tell us how long the security check process will take?

Dear Everyone,

At the moment, as per the Security Department, continue following the instructions provided to your account

All the best,

The 1xBet Team

Dear 1X Bet Casino NG. Here is the instructions on my account ;

"You need to attach photos of an apostilled document confirming your identity".

I have previously uploaded an apostilled copy of my valid international passport, yet the same instruction kept popping up on the account. I spoke with a 1Xbet support over the phone and I was asked to upload an apostilled copy of my Voters card and not international passport.

I uploaded the apostilled copy of the Voters Card as requested. I just logged in after 24hrs to check the status of the account again and found out the same instruction in there again.

Could your team please be clear and clean enough to communicate why the same instruction is been sent over and over again after sending the requested document ?

Dear Godspet96,

I acknowledge that the casino's request for the various documents may seem excessive from your perspective; however, such requirements are actually quite standard. The casino team may ask for different documents during the Know Your Customer (KYC) and Anti-Money Laundering (AML) processes. My suggestion is to cooperate with the casino team in providing the requested information so that we can move forward with your complaint.

Dear 1xBet Casino NG,

Could you kindly offer additional details regarding the request for the player to submit the same documents that have already been provided? If the initial documents were not accepted, it would be appreciated if you could provide an explanation and clearly outline the specific criteria a document must meet for acceptance.

Dear Everyone, 

Unfortunately, due to the confidentiality of personal correspondence with the security department, they cannot provide this information to third parties. We sincerely ask you to carefully review the instructions sent by the security department on the website and continue the dialogue with them. 

Best regards, 

The 1xBet Team.

Dear 1Xbet Casino NG,

If the information cannot be provided to third parties could it be communicated to me directly please ? Or am I a third party ?

I have been to the office of the Ministry of Foreign Affairs today and I have been requested to send them the response from your team explicitly stating the reason for rejecting the uploaded document.

I would appreciate if an email could be sent in response to this request please.

Regarding the instructions on the website. Here is it "You need to attach photos of an apostilled document confirming your identity:

I believe this is actually an ID card authenticated by the proper government ministry and that is exactly what I have uploaded. The uploaded document has the stamp and the signature of the Ministry of foreign affairs in Nigeria.

Your security department can make this case more appealing by communicating directly to me as I am not a third party.

Dear 1xBet Casino NG,

I acknowledge and respect the confidentiality of private information, but I believe it would be helpful to receive an explanation regarding the insufficiency of the documents already provided. Kindly outline the specific criteria that a document must meet for acceptance. Your clarification on this matter would be greatly appreciated. If the information can't be shared publicly, please forward it to me at michal.k@casino.guru. The player, being directly involved, undoubtedly has the right to know why the documents submitted thus far were deemed insufficient. I find it somewhat surprising that there has been inadequate communication from your side to the player in this regard.

Dear Everyone, 

Unfortunately, instructions are provided directly to the player on their page or via email in communication with the Security Department. Could you please confirm if you have contacted security-en@1xbet-team.com to clarify the details? If not, we recommend reaching out via email, explaining the issue with the apostille in detail. Also, please inquire whether a copy or the original document is precisely accepted. Typically, photos of the original documents are accepted, but it's crucial to verify this directly with them, as usually, only original document photos are accepted.

Best regards, 

The 1xBet Team.

Dear 1Xbet Casino NG,

Yes I have sent an email to security-en@1Xbet-team.com requesting that they should explicitly state the reason for requesting same document on the website but the response I receive everytime is a template message that reads ; "Dear customer, your account is under verification. Please follow the instructions listed on our website when logging into your gaming account."

The security department has never been responsive to any enquiry via email. They "always" respond with the above template message.

I have been uploading the original copy of the document and not the notarized one.

. Here is a screenshot of the email I sent to the security department and their response

Dear Michal,

I have sent you an email to michal.k@casino.guru with the response containing the details that our Security Department could provide.

Best regards, 

The 1xBet Team.

Dear 1xBet Team,

I have responded to your email with additional questions to better understand the whole situation and am awaiting your response.

Dear Godspet96,

I have provided you with additional information on how we can proceed with this case via email, please check.

Hello Michal,

I have responded to your email.

Thank you.

Dear Godspet96,

I've responded to your email. Kindly inform me once you submit the necessary documents to the casino team, ensuring they meet the specified requirements.

Hello Everyone.

I have uploaded the document on the website as requested and also sent a copy to security-en@1xbet-team.com via email.

@Michal, Kindly check your email as well.

Thank you.

Dear Godspet96,

I've received your email. Kindly wait for approval from the casino team or stay tuned for additional information if any further requirements arise.

Hello everyone,

I just received an email now and I have been instructed to send a copy of the appostilled document via postal service to an address.

A copy of the original appostilled document has been sent to the address provided in the email ( Beaufortbet Nigeria Limited, PO BOX 1020, General Post Office, Marina, Lagos, ) via Postal service and hope the team receive it soon.

Thank you all.

Dear Godspet96,

Thank you for the update. Hopefully, the casino team will receive it soon, and the verification process will be completed successfully.

Dear 1xBet Team,

Kindly inform us once the documents are verified, and the player's verification process concludes successfully.

Dear Godspet96,

At the moment, the Security Department is awaiting a postal shipment. Rest assured that once the Security Department receives the parcel, you will be promptly notified. As of now, the parcel has not been received.

Best regards, 

The 1xBet Team.

Dear Godspet96,

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.

Dear Michal,

I just checked with the Postal service and I was told the parcel will be delivered soon as its still in transit.

Thank you for the update, Godspet96. Please let me know once the parcel is delivered.

Dear Godspet96,

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.

Dear everyone,

The parcel has been confirmed delivered from my end. 1Xbet team should kindly check their BOX and confirm receipt of the document.

Thank you.

Dear Godspet96,

Be sure that as soon as the Security Department receives the parcel, you will be notified about this immediately. At the moment, the parcel was not received.

All the best,

The 1xBet Team

Hello Everyone.

I got a call from the post office regarding the parcel sent to the 1Xbet and I was told I need to visit their office. I went to the General post office Marina, Lagos.

Upon my arrival I was told the owner of PO BOX 1020 Beaufortbet Nigeria Limited currently have some outstanding payment to be paid and as such would not have access to the BOX. I was told this payment is from 2017 till date. I was shown a couple of letters that were also sent to the same BOX but could not be delivered to the box because the owner of the box is owing. In summary parcel CANNOT be delivered to that BOX.

Dear 1Xbet team, Please kindly confirm this and respond as soon as possible. It's been 5 weeks since I sent this parcel now and I find this very deceptive for your team to have provided such PO BOX address.

Kindly provide a valid address or allow me withdraw my money for goodness sake.

Thank you.

Dear 1Xbet,

Further details reaching me this morning that the PO BOX 1020 has actually been reallocated.

I requested for the details of the new client of the box but the Postal office officials said such information is confidential.

Please kindly contact Beaufortbet NIG LTD and confirm this please and update me on how to proceed with my verification.

Thank you

Dear Everyone,

The parcel was received. Verification has been completed and, based on its results, the player is denied further acceptance of bets. The player can withdraw the remaining funds on the balance.

All the best,

The 1xBet Team

Dear Godspet96,

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.

Withdrawal processed. Thank you.

Great news, Godspet96. I'm glad to hear that your withdrawal was processed.

Do I understand correctly that you have received the funds? Can we consider the complaint solved?

Yes please. Funds received.

Thank you so much @Michal.

Thank you for the confirmation, Godspet96. I'm glad to hear that you successfully received your winnings. While I acknowledge that your user experience in this instance may not have been ideal, I'm glad the situation could be worked out. 🙂

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru