Hello, the 1xBET platform is not allowing me to withdraw the money I've won in the casino. I have sent all the documents they requested, yet they still won't let me withdraw. Previously, I was able to withdraw without any issues, but now they are not allowing it. They direct me to support and ask for documents, yet they still do not allow the withdrawal. Please help.

Hola la plataforma de 1xBET no me permite retirar el dinero ganado en el casino, envie todos mis documentos que me pidieron y aun asi no me permiten el retiro. Anteriormente retiraba normal ahora ya no me permiten y me mandan con soportee pidieron documentos y aun asi no me lo permiten ayuda por favor.

Hello revollodaniela703,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1xBet Casino LAT. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

The verification is completed, I was withdrawing without any problem and it happened that one day I won at the casino and it was a good win and from there they no longer let me withdraw. This happened in March 2024, they asked me for statements of the deposits and I sent the corresponding deposits but they still did not accept the documents sent.

La verificación esta completada, yo venía retirando sin ningún problema y paso que un día gane en el casino y fue una buena ganancia y desde ahi ya no me dejaron retirar esto paso el mes de marzo del 2024, me pidieron extractos de los depositos y envie los depósitos correspondientes pero aun asi no me aceptaron los documentos enviados.

Hello revollodaniela703,

Can you please forward the communication between you and the casino regarding this matter to [email protected]?

I already sent what you asked me to the email, I await your response, thank you.

Ya envie lo que me pidio al correo, espero su respuesta gracias

Hello revollodaniela703,

Can you please advise what exactly is the issue with the withdrawal? You can't request it or it gets canceled? If it's pending, since when exactly?

Hello, I made the withdrawal and it was rejected, it directly tells me that I must speak to support. And that is where they asked me for the bank statements, and I proceeded to send them but they did not accept the statements sent.

Hola hago el retiro y me lo rechazan, directamente me dice que debo hablar con soporte. Y es ahi donde me pidieron los extractos bancarios, y procedi a enviarselos pero no me aceptaron los extractos enviados.

Thank you revollodaniela703 for all the information provided. I will now forward your complaint to my colleague Natalia ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi revollodaniela703,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1xBet Casino LAT, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify why the bank statements provided by the player were not accepted?

Can you please tell me the requirements for the bank statements, and what dates should be covered in them?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email [email protected].

Kind regards,

Natalia

Hello revollodaniela703,

Please specify your client ID

With this information we will be able to help you with you issue and check all the details.

Best regards,

The 1xBet Team

Dear 1xBet Casino LAT, please, check the player's ID and let us know more details about the issue.

Dear revollodaniela703,

The documents you provided unfortunately did not pass the authenticity check. Either the files you sent are not genuine, an editor was used, or the document was mistakenly saved with changes. Please review the factors mentioned above, download the original files from the banking app without any modifications, and resend them to the security department's email.

Thank you in advance.

Best regards,

The 1xBet Team

Thank you for the reply, 1xBet Casino LAT.

Dear revollodaniela703, would you mind sending me the documents you provided to the casino? I'd like to have a look to understand what the problem might be. You can send it to my email address at [email protected], thank you.

But I do not understand what the change is. I will send the relevant documents again. Thank you and I hope for a response as soon as possible.

Pero no entiendo que modificación, hare nuevamente el envío de los documentos pertinentes gracias y espero una respuesta a la brevedad posible.

Dear revollodaniela703, I received your email with the attachments and sent you a reply the same day. I'll duplicate my questions here:

Can you please specify if you have downloaded them directly from your online bank account or app, or have you got them in the email from your bank? Have you opened the files in any other programs or you sent the PDF-s right after downloading them?

Can you please also specify if the bank statements contain only your deposits to the casino or they have all the transactions that took place in March 2024?

I downloaded it on my cell phone but opened it on my computer. I will do everything from the same device and I will respond as soon as possible. Thank you.

Lo descargue en el celular pero lo abri en el computador, lo hare todo desde un mismo dispositivo y respondere a la brevedad posible gracias.

Hello revollodaniela703,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear revollodaniela703, could you please share any updates?

Hi Natalia, I already answered you.

hola Natalia ya te respondi.

Hello revollodaniela703,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear revollodaniela703, at least one of the documents you sent (Extracto BCP 03-2024.pdf) was created in August and then modified in September, such document cannot be accepted for verification. I assume you might not be aware of this, though if you download a document and then later open it via another program and save it, it has signs of editing since the creation date and modification date vary. You should only send the original documents downloaded directly from the issuer without any modifications.

Hi Natalia, I wanted to tell you that I have already sent the extract that I saw. Please, would you be so kind as to review it? Thank you.

hola Natalia, queria decirle que ya hice el envio respectivo del extracto que me observo. por favor si seria tan amable de revisarlo. gracias

Dear revollodaniela703, could you proceed with sending these originals to the casino so that they can try to verify your documents again? According to the casino's reply earlier, you should send them to the security department email - [email protected]

Let us know when it's done.

Dear revollodaniela703,

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.

The casino claims the following: (We would like to draw your attention to the fact that the use of graphical editors is not permitted.)

The truth is I don't know what to do anymore.

El casino alega lo siguiente: (Nos gustaría llamar su atención sobre el hecho de que no está permitido el uso de editores gráficos.)

la verdad ya no se que hacer.

Dear 1xBet Casino LAT, could you please share the supporting evidence for your accusations? Please, send them to [email protected], thank you.

Hello.

The Security Department expects the statement to be provided without the use of graphic editors or third-party programs, otherwise the file may be saved incorrectly by the player. Please download the original files from the app and send them to the Security Department's email.

Unfortunately, due to personal data security regulations, we cannot share players' personal documents with third parties. The player can only send them to you directly if he/she agree to do so. The player can also try recording a video showing how he/she download and provide the confirmation without using any third-party software.

Best regards,

The 1xBet Team

Dear revollodaniela703, I think this is an option for you to make a screen recording of how you downloaded the bank statements, as suggested by the casino, to prove that the bank statements were not edited in any software and sent directly to the casino for verification. Do you think you can do this? Please, let us know.

Dear revollodaniela703,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.