1xBet Casino LAT - Средствата на играча се задържат.

I am filing a complaint against 1xBet for unjustified withholding of my funds.

My account balance of USD 10,694 has been blocked despite completing all verification procedures requested by the casino.

I submitted all documents three times, including a certified medical document issued by a licensed professional.

The casino continues to claim the documents are invalid without providing clear reasons or guidance.

Additionally, these verification requirements were never requested at the time of deposit, only when attempting to withdraw, which appears to be a deliberate delaying tactic.

I previously filed a complaint with AskGamblers, which was closed solely due to the casino’s lack of response, not because the issue was resolved.

I respectfully request Casino Guru’s assistance in mediating this dispute and helping recover my legitimate funds.

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.

Stay safe.

Dear Poisonous,

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 takes KYC lightly, and it might take a few working days to complete this thorough process.

• Can you log in to your account now?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Can you specify the exact dates when you attempted to withdraw your funds?

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

Best regards

Petra

Dear Petra,

Thank you for your follow-up. I would like to make an additional clarification that I consider relevant for the correct evaluation of the case.

In total, I have submitted four (4) medical certificates, issued by two (2) different professionals, in physical and digital formats, in accordance with the repeated and changing requirements of the casino.

• First, I sent two physical certificates, both with the signature and seal of the professional and the signature and seal of the medical establishment.

• Subsequently, after the casino indicated that the certificates "were not valid" and that they had to be done "on a computer", I presented two additional digital certificates, issued by authorized professionals, with the signature of the doctor and the office, in accordance with the current regulations of the Ministry of Health of the Argentine Nation.

Despite complying with every requirement in the requested manner, all certificates were rejected, without the casino explaining in a concrete way what specific element was insufficient or how it should be remedied.

I would also like to highlight the inappropriate tone used by the operator. In one of its official responses, the casino explicitly stated that if I did not send the "requested files," all my future communications would be ignored, without providing any clear or precise instructions beforehand regarding the required validity criteria.

I believe this conduct demonstrates a lack of cooperation, a dilatory practice, and an abusive use of the KYC process, especially considering that none of these medical requirements were requested at the time of the deposits, but only when attempting to withdraw the funds.

To date, the balance of USD 10,694 remains blocked, despite having repeatedly and in good faith complied with all the requirements made.

I am available to provide copies of the certificates and communications mentioned if you deem it necessary to move towards a fair resolution.

Sincerely,

Carlos

Estimada Petra,

Gracias por su seguimiento. Deseo realizar una aclaración adicional que considero relevante para la correcta evaluación del caso.

En total, he presentado cuatro (4) certificados médicos, emitidos por dos (2) profesionales distintos, en formatos físicos y digitales, conforme a las reiteradas y cambiantes exigencias del casino.

• En primer lugar, envié dos certificados físicos, ambos con firma y sello del profesional y firma y sello del establecimiento médico.

• Posteriormente, ante la indicación del casino de que los certificados "no eran válidos" y que debían realizarse "en computadora", presenté dos certificados digitales adicionales, emitidos por profesionales habilitados, con firma del médico y del consultorio, conforme a las normativas vigentes del Ministerio de Salud de la Nación Argentina.

A pesar de cumplir con cada requerimiento en la forma solicitada, todos los certificados fueron rechazados, sin que el casino explicara de manera concreta qué elemento específico resultaba insuficiente o cómo debía subsanarse.

Quisiera además destacar el tono inapropiado utilizado por el operador. En una de sus respuestas oficiales, el casino indicó expresamente que, en caso de no enviar los "archivos solicitados", todas mis comunicaciones futuras serían ignoradas, sin brindar previamente instrucciones claras ni precisas sobre los criterios de validez exigidos.

Considero que esta conducta evidencia una falta de cooperación, una práctica dilatoria y una utilización abusiva del proceso KYC, especialmente teniendo en cuenta que ninguna de estas exigencias médicas fue solicitada al momento de los depósitos, sino únicamente al intentar retirar los fondos.

A la fecha, el saldo de USD 10.694 continúa bloqueado, pese a haber cumplido reiteradamente y de buena fe con todos los requerimientos formulados.

Quedo a disposición para aportar copias de los certificados y de las comunicaciones mencionadas si lo consideran necesario para avanzar hacia una resolución justa.

Atentamente,

Carlos

Thank you for your reply and for providing the previous details, Poisonous.

• Could you please respond to my earlier questions and submit copies of the documents and communications mentioned above, together with all the evidence requested in my initial response, so that we can proceed with the resolution process?
• Additionally, have you received any official communication from 1xBet regarding your account status or the verification process? This may include screenshots, emails, or chat records. You may send all documents to [email protected] or post your screenshots directly in the thread.

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Petra,

Thank you for your message.

Below I provide the requested information to move forward with the resolution process:

Account access:

Yes, I can currently log into my 1xBet account without any problems.

Documentation provided:

The documentation required by 1xBet was a certificate of no gambling addiction, which I submitted on several occasions.

Form, format and submission dates:

The certificate was sent in image format (photo), meeting the requirement that the file exceed 1 MB, and was sent from a computer via Gmail, as indicated by 1xBet support.

This document was resent on more than one occasion, the last sending being on 14/12/2025 due to the lack of confirmation of the verification process.

Compliance with requirements:

I confirm that I have provided all the requested documents, in the required format, and as soon as possible. At no time was I clearly informed that there was a specific error or that additional documentation was missing.

Withdrawal attempts:

I attempted to withdraw my funds on the following approximate dates:

From 28/11/2025 to 06/01/2026

In all cases, the withdrawal was rejected or remained pending due to verification reasons.

Communications and response times:

I have received communications from 1xBet via chat and email.

In one of these communications, support explicitly informed me that my messages would be ignored, and subsequently I received no response for more than 90 hours, despite it being an active verification process and funds being held.

I am posting the corresponding screenshots in the thread as proof of the requests, the shipments made, and the response times.

I wish to emphasize that when I made deposits I was not asked for any verification, and that the requirements only began when I tried to withdraw my funds, which I consider relevant to the analysis of the case.

I am available to provide any further information that may be necessary and I appreciate your intervention in achieving a fair resolution to this claim.

Sincerely,

Hola Petra,

Gracias por su mensaje.

A continuación proporciono la información solicitada para avanzar con el proceso de resolución:

Acceso a la cuenta:

Sí, actualmente puedo iniciar sesión en mi cuenta de 1xBet sin inconvenientes.

Documentación proporcionada:

La documentación requerida por 1xBet fue un certificado de NO adicción al juego. El cual adjunete en reiteradas oportunidades.

Forma, formato y fechas de envío:

El certificado fue enviado en formato imagen (foto), cumpliendo con el requisito de que el archivo superara 1 MB, y fue remitido desde una computadora a través de Gmail, tal como indicó el soporte de 1xBet.

Dicho documento fue reenviado en más de una ocasión, siendo el último envío el día 14/12/2025 ante la falta de confirmación del proceso de verificación.

Cumplimiento de requisitos:

Confirmo que he proporcionado todos los documentos que me fueron solicitados, en el formato requerido y tan pronto como me fue posible. En ningún momento se me informó de manera clara que existiera un error específico o que faltara documentación adicional.

Intentos de retiro:

Intenté retirar mis fondos en las siguientes fechas aproximadas:

Desde 28/11/2025 hasta la fecha 06/01/2026

En todos los casos, el retiro fue rechazado o quedó pendiente por motivos de verificación.

Comunicaciones y tiempos de respuesta:

He recibido comunicaciones de 1xBet a través de chat y correo electrónico.

En una de dichas comunicaciones, el soporte me informó explícitamente que mis mensajes serían ignorados, y posteriormente no recibí respuestas durante más de 90 horas, a pesar de tratarse de un proceso de verificación activo y de fondos retenidos.

Publico en el hilo las capturas correspondientes como prueba de las solicitudes, los envíos realizados y los tiempos de respuesta.

Deseo remarcar que al momento de realizar depósitos no se me solicitó ninguna verificación, y que las exigencias comenzaron únicamente cuando intenté retirar mis fondos, lo cual considero relevante para el análisis del caso.

Quedo a disposición para aportar cualquier otra información que sea necesaria y agradezco su intervención para lograr una resolución justa de este reclamo.

Atentamente,

Dear Poisonous

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Barborka ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear player,

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

Dear 1xBet Casino LAT,

Could you please provide clarification regarding this case?

Thank you in advance.

I have sent the casino four medical certificates issued by two health professionals, including a psychiatrist (mental health specialist), which expressly certify the absence of gambling addiction.

The casino claims it requires a "different certificate" issued by a "gambling addiction specialist," but has not specified which one.

– which exact medical specialty do you consider valid,

– if there is a recognized official institution or list that supports that criterion,

– nor in what part of its Terms and Conditions such a requirement is established.

I request that the casino clearly and verifiably define the exact requirement, as without such a definition it is impossible to comply and the withholding of funds lacks justification.

He enviado al casino cuatro certificados médicos emitidos por dos profesionales de la salud, incluyendo médica psiquiatra (especialista en salud mental), que acreditan expresamente la ausencia de adicción al juego.

El casino afirma que requiere un "certificado diferente" emitido por un "especialista en ludopatía", pero no ha indicado de forma concreta:

– qué especialidad médica exacta considera válida,

– si existe una institución o listado oficial reconocido que respalde ese criterio,

– ni en qué parte de sus Términos y Condiciones se establece dicho requisito.

Solicito que el casino defina de manera clara y verificable el requisito exacto, ya que sin dicha definición resulta imposible cumplirlo y la retención de los fondos carece de justificación.

Dear Barbora,

Dear Poisonous,

Thank you for your message.

We would like to inform you that the player’s latest comments and concerns have been forwarded to the relevant responsible department for additional review and clarification.

At this stage, the case is being carefully assessed by our specialists. As soon as we receive an official response or further instructions from the responsible department, the player and Casino Guru will be informed immediately.

We kindly ask for your patience while this review is ongoing and thank you for your understanding and cooperation.

Kind regards,

1xBet Team

Dear 1xBet Casino LAT team,

Thank you for your response and for confirming that the case is under review by the relevant department.

We will await your further update and any additional information once the assessment is completed. Should any clarification or further input be required from the player, please let us know through this thread.

Thank you for your cooperation.

Dear Poisonous,

Thank you for your message.

We would like to inform you that, in order to proceed with the verification and unblock your account, we are still awaiting an official medical certificate confirming the absence of gambling addiction, issued by a relevant specialist or authorized medical institution in accordance with our internal requirements.

Once this document is provided in the required format, it will be forwarded to the responsible department for review, and you will be informed of the result as soon as possible.

We kindly ask you to follow the instructions provided and submit the requested certificate so that we can continue with the verification process.

Thank you for your understanding and cooperation.

Kind regards,

1xBet Team

Dear 1xBet Casino LAT team,

Thank you for your response.

At this point, your requirement remains unclear. The player has already submitted several medical certificates issued by licensed professionals, including a psychiatrist, all confirming the absence of gambling addiction, yet these were rejected without a specific explanation of what was insufficient.

Please clarify the concrete reason why the previously submitted certificates were deemed invalid.

Also, the player has not stated in this complaint that they suffer from gambling addiction. If your Responsible Gambling procedure was triggered by a specific player statement or interaction, please provide the relevant communication (chat or email excerpt with date) that led to this decision.

We will await your clarification so we can move forward with the resolution.

Dear Barbora,

Dear Poisonous,

Thank you for your message and for the opportunity to clarify our position.

After a detailed review of the documents provided by the player, we would like to clarify that all medical documents submitted were issued on prescription forms, not as official medical certificates. The provided files do not meet the required standards, as they are not formal certificates issued on an official medical letterhead, and they lack proper certification, such as:

a formally issued medical certificate (not a prescription note),

a clear statement structured as an official conclusion,

the doctor’s full identification details,

and notarization or equivalent official validation, as required by our internal compliance and responsible gaming procedures.

For this reason, the documents could not be accepted as valid proof of the absence of gambling addiction.

We would like to emphasize that the casino does not reject documents arbitrarily. The rejection is based solely on the format and legal validity of the submitted materials, not on the medical profession itself. A valid certificate must be issued as an official medical statement, not as a prescription or informal note.

Once a properly issued and officially certified medical certificate is provided in the required format, it will be immediately forwarded to the responsible department for final review.

We remain open to cooperation and are committed to resolving this case in accordance with regulatory and responsible gaming requirements.

Kind regards,

1xBet Team

Dear 1xBet Casino LAT team,

Thank you for your response.

To proceed further, please clarify what specific player statement, interaction, or event triggered the Responsible Gambling procedure in this case.

As the player has not declared a gambling addiction within this complaint, we kindly ask you to specify the exact basis for initiating this requirement, including the relevant date and communication (chat or email), if applicable.

We will await your clarification so the case can move forward.

Dear Barbora,

Hope you're doing well.

We've sent the requested information to you via email.

Hope to receive your reply soon.

Kind regards,

1xBet Team

Dear All,

I am informing you that I have already sent the casino security team the official medical certificate, issued in the required format (formal document, signed and sealed by a registered psychiatrist).

I am also attaching the same certificate here for your reference.

The document was issued specifically to meet the requirements set by the casino, confirming that I do not have a gambling addiction.

I would appreciate it if, considering that I have already complied with what was requested, you could proceed with the final review of the case and the release of my account and the withheld funds.

I am available for any additional information that may be needed.

Thank you very much for your help and follow-up.

Estimados,

Les informo que ya he enviado al equipo de seguridad del casino el certificado médico oficial, emitido en el formato requerido (documento formal, firmado y sellado por una médica psiquiatra matriculada).

Adjunto también el mismo certificado aquí para su referencia.

El documento fue emitido específicamente para cumplir con los requisitos indicados por el casino, confirmando que no presento adicción al juego.

Agradecería que, considerando que ya he cumplido con lo solicitado, se proceda con la revisión final del caso y la liberación de mi cuenta y de los fondos retenidos.

Quedo a disposición ante cualquier información adicional que sea necesaria.

Muchas gracias por su ayuda y seguimiento.

Dear Poisonous,

Thank you for submitting the new medical certificate and for your continued cooperation.

I acknowledge receipt of the document. At this stage, we will await the casino’s review and their update regarding your verification.

Should any further information be required, I will inform you through this thread.

Dear 1xBet Casino LAT team,

Thank you for your recent responses.

The player has now submitted a new medical certificate, issued as a formal medical document and signed and stamped by a licensed psychiatrist.

Could you please review the newly submitted document and clarify:

• whether the certificate meets your internal requirements

• if any additional steps are necessary

• the expected timeframe for completing the verification

Additionally, I would like to note that I have responded to your email from last week. I will appreciate your update once available.

We look forward to your reply.

Dear Poisonous,

Thank you for your patience and cooperation throughout this process.

We are pleased to inform you that the latest medical certificate you provided meets the required format and internal compliance standards.

Your account has now been successfully verified. You are able to log in, play, make deposits, and submit withdrawal requests without restrictions.

Additionally, please note that your previous account has been merged with the current one in accordance with our internal policies.

If you experience any difficulties or have further questions, feel free to contact our support team — we will be happy to assist you.

Kind regards,

1xBet Team

Dear Poisonous,

I’m glad to see that the casino has confirmed your account verification and that the submitted medical certificate has been accepted.

Please proceed with submitting a withdrawal request and kindly keep us informed about the progress. Once the withdrawal is successfully processed, we will be able to consider the complaint resolved.

Should you encounter any delays or issues, do not hesitate to let me know here in the thread.

Dear Poisonous,

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 All,

I am pleased to inform you that the problem has been resolved satisfactorily and I have been able to withdraw my funds.

I appreciate the management and support throughout the entire process.

As a suggestion for future cases, I believe it would be very important for the casino to provide clearer information from the outset regarding the requirements and specific format of the requested certificate. In my case, the process dragged on for almost three months before I could learn the exact format required, which caused unnecessary delays.

Clearer communication from the beginning would help to expedite these types of situations and avoid such long resolution times.

Thank you again for your attention and support.

Kind regards.

Estimados,

Les informo que el problema ha sido resuelto satisfactoriamente y que ya he podido retirar mis fondos.

Agradezco la gestión y el acompañamiento durante todo el proceso.

Como sugerencia para futuros casos, considero que sería muy importante que el casino informe con mayor claridad, desde el inicio, los requisitos y el formato específico del certificado solicitado. En mi caso, el proceso se extendió durante casi tres meses hasta poder conocer el formato exacto requerido, lo que generó demoras innecesarias.

Una comunicación más clara desde el principio ayudaría a agilizar este tipo de situaciones y evitaría tiempos de resolución tan prolongados.

Muchas gracias nuevamente por la atención y el apoyo brindado.

Saludos cordiales.

Dear Poisonous,

Thank you for the update. I’m glad to hear that your funds have been successfully withdrawn and the issue has been resolved.

We also appreciate your feedback regarding clearer communication about the required certificate format. You’re absolutely right that more precise instructions from the beginning could help avoid unnecessary delays, and your comment is well noted.

We're happy to hear that your issue has been resolved, and we'll mark the complaint as "resolved" in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Barbora Pallas

Casino.Guru