Hi,

I have made withdrawal from 1bet.com and as a part of their KYC program they are asking me to send photos of my credit card. I did sent them straight away and on their site on "Account verification" page it says all documents have been verified, including the credit card.

However, after couple hours they sent me email stating that they still need photos of the credit card. Went on to sent them and asked in the chat, is everything okay now? Yes, they did receive the photos and account is now verified, was the answer.

On second day, I got the same email. "We still need photos of the credit card"

Seems to me that they are trying to make the customer gamble the money and using KYC as an excuse not to withdraw the money.

Dear ppeks,

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

Have you been advised what specifically seems to be a problem in verifying your account?

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,

Petronela

Hi,

That don't seem to understand, that the Debit-number is on back of the card, not in the front, where the Visa-number is.

In chat they keep telling that everything is verified and in their site on Account verification it says the card is verified but they keep playing stupid. I mean how can people work at that kind of department without knowing about those cards.

Now I got information that all documents are verified, but my withdrawal was unsuccessful because "the provider does not allow such payments"

I swear to God I have made tens of withdrawals from other sites to that same exact card and never had problems whatsoever.

The purpose of 1bet doing this seems clear, first they use slow process of KYC to keep from withdrawing and when everything seems okay, they tell to use another withdrawal method.

I have now chosen Fast Bank Transfer from alternative withdrawal method and am guessing that they will need some documents from my bank and after couple of days declining the withdrawal again.

I am pretty sure it is impossible to get money withdrawals from 1bet.

Thank you very much, ppeks, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

This has been solved. Money successfully paid to my account ??

Great news, ppeks. I'm glad to hear that you successfully received your winnings. 

As the complainant confirmed that the funds were successfully received, 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 and 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.

Best regards,

Michal