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For several months now, I've been placing bets as usual, being able to deposit and withdraw money freely. I received a Friday bonus, which I wagered and won. But since winning, it has not allowed me to withdraw MY money. It asks for account verification and I send all the requested information, but they don't respond. Meanwhile, I cannot withdraw my money.

Hace meses que vengo realizando apuestas de manera normal, pudiendo ingresar y sacar dinero. Me dieron un bono de viernes el cual aposté y gane, y desde que lo gane no me deja retirar MI dinero. Me pide verificación de cuenta, envío todo la información que solicitan y no me responden y mientras tanto no puedo retirar mi dinero.

Dear Anapc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when exactly you made the last successful withdrawal?
• Do I understand correctly that the casino hasn't verified the documents you sent?
• Which documents have you provided and when exactly? 

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,

Kristina

The last successful withdrawal was on May 10, 2024. I sent the required documentation and not only did they not verify me, but the security sector did not even respond to me. Provide identification document from both sides, photo of deposit from astropay to 1xbet, and account movements where you can see all the deposits you make in my week

El último retiro exitoso fue el 10 de mayo del 2024. Envié la documentación requerida y no sólo no me verificaron sino que desde el sector de seguridad ni siquiera me respondieron. Proporcione documento de identidad de ambos lados, foto de deposito desde astropay hacia 1xbet, y los movimientos de la cuenta donde se puede ver todos los depósitos que realice en ma semana

Could you help me?

Podrian ayudarme?

Thank you very much for your reply, Anapc. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, Anapc, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, Anapc,

I am sorry to hear about your trouble. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 1xBet Casino (LAT) team,

Could you please explain the player's situation in more detail? What could he do to expedite KYC and/or withdraw disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate it with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Hello,

The account verification is complete. The final response from the security service has been sent to the player via email, and the deposit amount has been successfully withdrawn by the player.

Best regards,

The 1xBet Team

Thank you very much for the update, The 1xBet Team!

Dear Anapc,

Can you confirm your issue has been successfully resolved? Can I consider the matter sorted out and close the case, or is there anything else I can help you with? Alternatively, could you provide us with an update?

The argument presented lacks veracity, since only 8,000 Argentine pesos have been restored, in contrast to the initial deposit of 85,000 Argentine pesos that WERE NOT LOST AND WHICH WERE IN MY ACCOUNT. A lack of transparency in the procedure is evident, evidencing an improper retention of funds. The closure of my account was carried out under the unfounded pretext of having multiple accounts, even though I was only using one. In the distant past, I was faced with difficulties accessing my original account, which led me to create a new account. By virtue of this, I formally requested a LONG TIME BEFORE, via email, the deletion of the pre-existing account, providing documentary evidence with detailed dates and times. Unfortunately, this evidence has been dismissed without due scrutiny or consideration.

El argumento presentado carece de veracidad, ya que únicamente se han restituido 8.000 pesos argentios, en contraste con el ingreso inicial de 85.000 pesos argentinos que NO FUERON PERDIDOS Y QUE ESTABAN EN MI CUENTA. Es evidente una falta de transparencia en el proceder, evidenciando una retención indebida de fondos. El cierre de mi cuenta se ha llevado a cabo bajo el pretexto infundado de poseer múltiples cuentas, a pesar de que únicamente hacía uso de una. En un pasado distante, me vi confrontado con dificultades para acceder a mi cuenta original, lo que me condujo a crear una nueva cuenta. En virtud de ello, solicité formalmente MUCHO TIEMPO ANTES, vía correo electrónico, la eliminación de la cuenta preexistente, aportando evidencia documental con fechas y horas detalladas. Lamentablemente, esta evidencia ha sido desestimada sin el debido escrutinio ni consideración alguna.

Dear Anapc,

Thank you for the clarification.

Can you please provide me with the following:

• The last email communication where they informed you about multiple accounts (screenshot of the complete email body with all the necessary details)
• How much was your last deposit made to the casino?
• All the relevant email communication regarding your previous account and the request for its closure, as well as the attempts to solve your issue with that account
• Confirmation from the casino that you were allowed to create and use your disputed account (a new one)

Feel free to forward everything to my email address (branislav.b@casino.guru) or share screenshots directly here.

Dear Anapc,

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.