1xBet Casino MX - 계정 확인 문제로 인해 플레이어의 출금이 지연됩니다.

The casino is preventing me from withdrawing money because they apparently need to verify that the card associated with my account belongs to me. That said, I was transferred via email to the Security department where they requested specific documents (INE [National Electoral Institute ID], CURP [Mexican National ID], bank statement for the associated card), which I provided promptly.

Even with the shared documents, the aforementioned department mentions that it is necessary to send a statement of account from my bank that issued the associated card corresponding to the period where the transactions were made to my 1XBet account. I sent said document in PDF format where, clearly on pages 4 and 5, the SPEI transactions to my 1XBet account can be seen clearly and legibly.

Despite sending these documents, the department in question refuses to send a clear response, the last communication being a message that mentions: "Please pay attention to the requirements of the Security Department, otherwise it will be impossible to carry out further actions."

El casino me está prohibiendo retirar dinero debido a que aparentemente necesitan verificar que la tarjeta asociada a mi cuenta me pertenece. Dicho eso, vía correo electrónico fui trasladado al departamento de Seguridad donde se solicitaron documentos puntuales (INE, CURP, Estado de Cuenta de la Tarjeta Asociada), mismos que compartí en tiempo y forma.

Aún con los documentos compartidos, el Dpto. mencionado menciona que es necesario enviar un Estado de Cuenta de mi Banco emisor de la tarjeta asociada correspondientes al periodo donde se efectuaron las transacciones a mi cuenta de 1XBet, envi´é dicho documento en formato PDF donde claramente en las páginas 4 y 5 consecuentemente, se pueden ver de forma clara y legible las transacciones por SPEI a mi cuenta 1XBet.

A pesar de enviar dichos documentos, el Dpto. en cuestión se niega a enviar respuesta clara, siendo la última comunicación un mensaje que menciona: "Por favor, preste atención a los requisitos del Departamento de Seguridad, de lo contrario será imposible realizar otras acciones."

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear brandonn_21,

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.

• Have you made any successful withdrawals in the past, please?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Yes, I made successful withdrawals on the platform with my account and the same card a couple of weeks before this problem arose. I sent my requested documents in PDF format, as the security team requested via email. The verification process, including all the information the casino requested and my email responses throughout the process, began on April 29, 2025. The security team's communication ended on May 20, 2025, with their final statement: "Please pay attention to the Security Department's requirements; otherwise, it will be impossible to take further action." This occurred despite the fact that I sent the requested documents in the required format, on time and correctly.

Si, he efectuado retiros exitosos en la plataforma con mi cuenta, misma tarjeta un par de semanas antes de que existiera esta problemática. Mandé mis documentos solicitados en formato PDF tal como el equipo de seguridad solicitó por correo. El inicio de la verificación con todo lo que solicitó el casino, así como mis respuestas vía correo durante el proceso comenzaron el día 29 de Abril del 2025, finalizando la comunicación el 20 de Mayo del 2025 por parte del equipo de seguridad, donde argumentaban de forma final "Por favor, preste atención a los requisitos del Departamento de Seguridad, de lo contrario será imposible realizar otras acciones." a pesar de que envié los documentos solicitados, en formato solicitado, en tiempo y forma.

Dear brandonn_21,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina