1xBet Casino - Заявката за теглене на играча е забавена.

Dear Casinoguru,

I had no problems with 1xbet, they paid regularly, but it seems that up to a certain limit, the agony with this company begins.

First, I wrote to them that my old ID card had expired and that I now have a new one, since I, as a user, cannot change such information, I sent them an email asking them to do it for me, and sent them a new ID card (both sides), but no one ever replied to me.

After that, the last attempt to withdraw money from the account was rejected and they asked me to contact their security team to verify my profile, I contacted them, they asked for an ID card, I sent it to them and they told me that the information was incorrect, to which I replied that I had already contacted them but they did not want to change the information.

After that, they asked me to take a picture of my ID card from a different angle, on a different background, a selfie with my ID card, when I filled all that out, they asked me to take a selfie with my ID card and that the email or conversation with them was visible in the background, it was not possible to do this via PC, so I used a tablet and another mobile phone, but they persistently refused me, they could not read it, the quality was poor even though I have a Samsung Galaxy Note 23 Ultra model phone, in the end they said that I use Photoshop and other photo correction tools.

Since I got tired of them, I wrote a review about them on a website, then a gentleman from that company contacted me and said that I sent bad pictures and that they could not see what was written.

Yesterday, June 11, I tried to withdraw money from the account again but it was not possible, I sent an email again where they asked me to send my ID, I did that to get a response to send them my ID, I did it again and again got the same email and that they will not talk to me anymore, I have evidence that I sent them an email with my ID, the first time as an attachment, and the second time as an attachment and directly in the email message, but they simply do not want to see it and do not want to pay that small amount of money.

I also forwarded my problem to the company in Curacao that issued them a license as well as to the company in Cyprus through which they make payments.

My complaint may be long, but I had to write the entire sequence of events with this company.

Dear rusmir1994,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 1xBet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please send the pictures of your ID to my email [email protected]?
• How long have you been a player at this casino, please?
• Did you accumulate your winnings with or without an active bonus?  

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,

Katarina

Dear Katarina,

I sent you an email as you requested.

Dear rusmir1994,

thank you for your reply and patience.

Could you please forward all communications you have had with this casino regarding this matter to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Dear Katarina,

I sent you an email as you requested.

Thank you very much, rusmir1994, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Hello there,

Thank you rusmir1994 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1xBet Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear user,

At the moment, our Security Team is waiting for you to provide a selfie in which you are holding your identification document in your hands, with your email correspondence with the Security Team clearly visible in the background.

Please make sure that:

• The photo is well-lit;
• All the text on both the document and the background screen is clear and legible;
• No filters or image editing tools are used.

Once the required photo is received and verified, our team will notify you about the status of your account and the next steps.

Thank you for your cooperation and understanding.

Best regards,

1xBet Team

1xbet verified my account and paid out the money I had in my account, thanks to casinoguru for your help

Dear rusmir1994,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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

Thank you in advance for your time.

Best regards,

Peter