I requested a withdrawal of [insert amount] from my 1xBet account on 28/02/2025.

After submitting all required documents for verification, 1xBet kept requesting the same documents repeatedly, even though I provided everything they asked for.

It has been over two months now, and they have not processed my withdrawal or responded to my emails.

I believe they are unfairly holding my funds without justification.

I am requesting immediate assistance to have my withdrawal processed and my funds released.

I have attached evidence including screenshots of my withdrawal request, multiple email conversations with 1xBet where they kept repeating the same replies, and proof of my withdrawal being unfairly rejected, despite fulfilling all verification requirements.

Thanks

Dear Sandeep7,

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 serious and licensed casinos take KYC lightly.

• Do I understand correctly that the casino accuses you of not sending the original files required for verification?
• Could you please share the documents you submitted to the casino with us for review?
• Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thanks for the information provided.

Have you provided the casino with bank statements available in the bank application 'view accounts' -> 'statements', according to the article here:

https://www.commbank.com.au/support.digital-banking.online-statements.html

Thank you for your reply.

Yes, I checked the "View Accounts" > "Statements" section in my banking app, as mentioned in the article. However, since this is a virtual card under my StepPay account, the bank confirmed that statements are not available for this specific account type.

They told me that only transaction records are available for virtual cards like mine, and I have already submitted those records to the casino.

I have also provided:

A screenshot of the virtual card

The deposit transaction of 284.85 AUD

My passport and all required verification documents

Please let me know if anything else is needed. I’m happy to cooperate fully.

Thanks again for your support.

Best regards,

Sandeep ****

Thank you very much, Sandeep7, for providing the necessary information. I will now transfer your complaint to my colleague Martina ([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.

Dear Sandeep7,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

From my review, it appears that the card number shown in the screenshot differs from the one referenced in other documents. This raises the question of whether we might be looking at two separate payment methods.

Could you kindly help clarify this for me?

Dear Sandeep7,

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 Sandeep7, thank you for explanation.

Now I would like to invite 1xBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear user,

Thank you for the information you’ve provided here.

We have reviewed it and have initiated the escalation of your case for further resolution.

We appreciate your cooperation and will keep you informed of any updates.

Sincerely,

1xBet Support Team

Thank you very much 1xBet representative. Please keep us informed

Dear Sandeep7,

Thank you once again for your cooperation.

Please be informed that our Security Department has reviewed the documents you previously submitted. Unfortunately, all the versions of the bank statement provided so far were found to be altered and cannot be accepted for verification purposes.

In order to proceed with the verification and further processing of your withdrawal, we kindly ask you to obtain the original version of the required bank statement directly from your bank or payment system. The document must be generated or downloaded from the official platform, without the use of any third-party applications or editing tools.

We appreciate your understanding and cooperation in this matter. Please feel free to reach out if you require any assistance with the document request.

Kind regards,

The 1xBet Team

Dear 1xBet Team,

Thank you for your response.

I would like to clarify that the only modification I made to the submitted documents was masking part of my card number purely for security reasons. This was done to protect my personal financial information and not to alter or misrepresent any details in the documents.

All screenshots and documents were captured directly from the official CommBank mobile app and online banking platform without the use of any third-party editing tools or software.

As previously mentioned the card I used for the deposit is a StepPay virtual card and my bank has confirmed in person that no formal card statements are available for this type of account. The only documentation available is the transaction record, which I have already submitted multiple times.

To assist further I am fully willing to

-Re-submit the same documents without masking the card number, if required

-Provide fresh screenshots from the CommBank app or online platform

I kindly ask that your Security Department reconsider the submitted documents in light of this context. I am doing my best to fully cooperate with all verification procedures, and I hope we can resolve this matter soon.

Please advise if there is a specific document format or a preferred way to verify the transaction, and I will act accordingly.

Thank you for your time and understanding.

Sincerely,

Sandeep Pun

Account ID: 1169209413

Dear 1xBet Team, Thank you for the update.

Dear Sundeep, Please kindly submit the required documents to the casino and keep me informed of the outcome.

I truly appreciate the cooperation everyone.

Dear Martina and Casino Guru team,

Thank you for your assistance and cooperation in handling this case.

Upon detailed review, our Security Department has identified certain irregularities in the submitted documents which strongly indicate that the files may have been altered or manipulated. As a result, we are unable to accept them for verification.

We kindly ask the player to provide the original documents exactly as issued by the relevant authority or institution, without any edits, cropping, or modifications. Only unmodified original files will be accepted in line with our standard verification protocols.

We appreciate your understanding and look forward to resolving this matter.

Best regards,

The 1xBet Team

Dear Sandeep7,

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 Martina and the Casino Guru team,

Thank you again for assisting me throughout this process.

I’d like to provide an urgent update. Despite 1xBet claiming that the documents I submitted were altered or cropped, I want to clearly state that this is not true. I have submitted everything exactly as issued by my bank, with no edits, no cropping, and no modifications of any kind.

In fact, to avoid any misunderstanding, I even submitted full screen recordings of my CommBank account from both the official website and the mobile app showing:

My StepPay virtual card (ending in 8331)

My linked bank account (ending in 7347)

The 284.85 AUD deposit transaction

All content fully visible, recorded live, with nothing hidden or changed

I also shared my full bank details, including card number and account number, without masking anything, for complete transparency.

Despite this, I have not received any reply from the 1xBet Security Team, even after multiple follow-ups. At this point, I feel I’ve done everything possible to cooperate and provide what they asked for.

I’m kindly requesting your support in pushing for a fair review of the evidence I’ve submitted. I truly hope this can still be resolved properly.

Thank you again for your help.

Warm regards,

Sandeep Pun

Dear 1xBet Team,

I would like to kindly ask for any additional information you may have regarding the player's documents that appear to have been altered. From our side, it seems that certain sections have been blacked out, presumably to protect sensitive card information and ensure the security of the player’s funds. Aside from this, we have not observed any indications suggesting an intent to commit fraud.

If there are further details you could share to help clarify the situation, I would greatly appreciate it. You are also welcome to contact me directly at [email protected].

Should you require the documents to be provided without the redacted sections, please confirm this in writing here so the player is also clearly informed of the request.

Thank you very much for your cooperation.

Dear Casino Guru Team,

Regarding user ID 1169209413, the submitted bank statements have been identified as forged. File structure analysis shows traces of Photoshop usage, and the use of editing tools is strictly prohibited for verification purposes.

Best regards,

1xBet Support Team

Dear 1xBet Support Team,

I have sent you an email to clarify some details. I would appreciate it if you could confirm once it has been received.

Thank you very much for your cooperation.

In the meantime, dear Sandeep7, could you please confirm whether the documents you submitted to the casino are exactly the same as the ones you posted here? The edits — presumably made to conceal sensitive information — are indeed noticeable.

If you have not yet done so, I kindly ask that you submit the original, unedited documents directly to the casino for proper verification.

Thank you very much for your cooperation.

Dear user and Casino Guru team,

We have provided the corresponding response via email. We are closely monitoring the case and will update you with any further developments.

Best regards,

1xBet Support Team

Thank you very much 1XBet Team!

Dear Sundeep,

As mentioned in my previous message, I kindly encourage you to send the unedited documents directly to the casino. Please let me know once you have done so.

Thank you very much for your cooperation.

Thank you Sundeep!

Dear 1xBet Casino,

can you please check out the player′s documents? And please let us know.

Dear Casino Guru Team and user,

Thank you for your message.

We have requested an update regarding the user's case from the department in charge. As soon as we receive any additional information, we will make sure to share it with you promptly.

We appreciate your continued patience and cooperation.

Best regards,

1xBet Support Team

Dear 1xBet Team,

Thank you for your response.

I kindly urge you to handle this matter as promptly as possible, as we would really appreciate avoiding any unnecessary delays. Please also keep us regularly updated on the progress.

Thank you in advance for your swift cooperation.