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Complaint against 1xBet – Prolonged verification and held balance

My 1xBet account was created on 31/07/2024 and currently has an approximate balance of S/38,500.

The problem started on June 28, 2026, when I tried to withdraw funds and the withdrawal was rejected. 1xBet's Security Department initiated a verification process and requested my ID, bank statement, a selfie with my ID, and other documentation. I submitted all the requested documents.

The last substantial communication from 1xBet was on July 24, 2026. Since then, they have only told me to wait for an email response. I have requested updates several times, approximately every three or four days, but I have not received a resolution or an explanation as to when the verification will be completed.

During this process, 1xBet allowed me to continue depositing and betting, without informing me that I should stop using the account. I even made an additional deposit of approximately S/8,000, and subsequently my balance reached approximately S/38,500.

On 15/08/2026 my balance was approximately S/38,500 after placing a bet of S/4,900.

I am willing to cooperate with any legitimate verification and have already provided the requested documents. My concern is that I have approximately S/38,500 in the account while the verification has been pending for almost two months.

I am requesting Casino Guru's help to contact 1xBet and get a concrete answer regarding:

The status and reason for the delay in my verification.

If there are any pending documents.

The reason for the rejection of my initial withdrawal.

Which entity currently manages my account and funds?

What do I need to do to withdraw my balance?

1xBet Account: 944713253

Case/withdrawal: #935702311

Approximate balance: S/38,500

Verification start date: 28/06/2026

Last substantial communication: 24/07/2026

Queja contra 1xBet – Verificación prolongada y saldo retenido

Mi cuenta de 1xBet fue creada el 31/07/2024 y actualmente tiene un saldo aproximado de S/38,500.

El problema comenzó el 28/06/2026, cuando intenté retirar fondos y el retiro fue rechazado. El Departamento de Seguridad de 1xBet inició una verificación y me solicitó DNI, estado de cuenta, selfie con mi documento y otras comprobaciones. Entregué toda la documentación solicitada.

La última comunicación sustancial de 1xBet fue el 24/07/2026. Desde entonces únicamente me indican que debo esperar una comunicación por correo. He solicitado actualizaciones varias veces, aproximadamente cada 3 o 4 días, pero no he recibido una resolución ni una explicación sobre cuándo finalizará la verificación.

Durante este proceso, 1xBet me permitió seguir depositando y apostando, sin informarme de que debía dejar de utilizar la cuenta. Llegué a realizar un depósito adicional de aproximadamente S/8,000 y posteriormente mi saldo llegó a aproximadamente S/38,500.

El 15/08/2026 mi saldo era aproximadamente S/38,500 después de realizar una apuesta de S/4,900.

Estoy dispuesto a colaborar con cualquier verificación legítima y ya he proporcionado los documentos solicitados. Mi preocupación es que tengo aproximadamente S/38,500 en la cuenta mientras la verificación permanece pendiente desde hace casi dos meses.

Solicito la ayuda de Casino Guru para contactar con 1xBet y obtener una respuesta concreta sobre:

El estado y motivo de la demora de mi verificación.

Si existe algún documento pendiente.

El motivo del rechazo de mi retiro inicial.

Qué entidad administra actualmente mi cuenta y fondos.

Qué debo hacer para poder retirar mi saldo.

Cuenta 1xBet: 944713253

Caso/retiro: #935702311

Saldo aproximado: S/38,500

Inicio de verificación: 28/06/2026

Última comunicación sustancial: 24/07/2026

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Stay safe.

Hello,

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

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila