Complaint #217 1xBet Sportsbook

Blocking a withdrawal with unreasonable request for medical certificate

By Bagrat B.

8 months ago

I deposited funds and later attempted to withdraw my balance from 1xBet. First, the bookmaker asked me to provide standard identity verification documents, which I submitted successfully. After that, instead of processing my withdrawal, they refused and demanded that I provide a medical certificate proving that I do not suffer from a gambling addiction, signed by a doctor and stamped by a clinic.

I carefully reviewed 1xBet’s published Terms and Conditions, including the Know Your Customer (KYC) and Anti-Money Laundering (AML) policies. While they mention that the company may request documents or further checks in cases of doubt, these checks are clearly intended to verify identity, authenticity, or address information and AML compliance. Nowhere do the rules authorize the company to demand medical evidence relating to a customer’s personal health or psychological status.

Such a request goes beyond the scope of KYC/AML verification, intrudes into personal medical privacy, and is not part of the contractual obligations players agree to when opening an account. This makes the demand unreasonable, unjustified, and outside of their stated policy.

I request AskGamblers to review this case and mediate that 1xBet processes my withdrawal without imposing additional, arbitrary conditions outside their published rules.

Disputed sportsbook 1xBet Sportsbook

Reason Declined payment

Amount $2000

Discussion

AskGamblers

• Support Team

7 months ago

Dear bagrat7,

Following the submitter’s failure to provide adequate feedback and updates / cooperation in a timely manner, the AskGamblers Complaint Team reached the conclusion that, unfortunately, such activity is in violation of the AGCCS Guidelines, section Updates and, therefore, the case is being rejected.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must, as well as cooperating when it comes to the KYC procedure The AskGamblers Complaint Team maintains zero tolerance towards players who fail to provide the necessary level of cooperation.

bagrat7

• Armenia

7 months ago

What verification paperwork you refer @AskGamblers?

Medical or mental health information is very sensitive. Asking for this goes far beyond standard identity (name, address, ID) or “AML/KYC” checks, which are limited to identity, residence, financial source, maybe proof of address, etc.

I reiterate that I have provided all identity check documents (only passport requested), non conventional health certificates are not a part of a KYC and no such legal type of document exist to proof no gambling addiction in my country.

Have you checked my attached photos? Casino claims that they want to make sure that I can responsibly use my funds by requesting a health certificate, my claim is to get back my deposit, no winnings involved just my legal funds.

My identity is verified by passport, I have a double registration, okay let the casino void my bonuses (none exists), void my winnings (none exists) and let me withdraw my funds, I see they provided this resolution in other similar cases on this website, they need any additional standard identity verification checks to let me withdraw my funds? I can provide it I'm eager (source of income, address proof etc), but what they request with the no gambling addiction health certificate is physically impossible to acquire in my country, not a part of standard identity verification check.

AskGamblers

• Support Team

7 months ago

Dear @bagrat7,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

bagrat7

• Armenia

7 months ago

There is no physical possibility to send you the document you have requested which I reiterate is not an identity verification document not a part of KYC, you intentionally move the situation to a deadlock with clear intent to not refund me my own funds (not winnings) by requesting arbitrary documents which are not issued in my country and I'm sure in most of the countries in the world, its an invented document category so I consider you request out of terms and condition, and any document doesnt mean you can create arbitrary document categories which are non existent.

I urge you to to return my deposit, as my identity is clearly verified, I'mm eager to provide any other identity verifying documents. Real world documents, not a non existing document category you ask.

1xBet Sportsbook Complaint Stats

Resolved 108 / 115

Avg. Amount $554

Avg. Complaint Duration 16 days

Avg. Response Time 2 days

1xBet Sportsbook Complaints

See all complaints for this sportsbook

Unjustified withdrawal delay and verification issues ID 1300335797

Dear AskGamblers Team,

I am submitting this formal complaint against 1xBet regarding an ongoing issue with my fully verified account.

For over a month, I have been trying to withdraw my funds, but the platform continuously rejects my requests. Every time I complete the required verification steps and send the requested "selfie with support messages," they reject it under the repetitive pretense that the photos are "unclear," despite the fact that I have provided multiple high-quality, clear, and perfectly readable photos.

I have tried contacting their support and security teams via email and live chat to resolve this, but they either ignore my messages or reply with automated excuses to delay the payment. This continuous stalling is a clear violation of their terms of service, and they are withholding my legitimate funds without any valid legal or security reason.

I request the AskGamblers team to intervene, compel 1xBet to conduct a proper manual review of my account, and release my pending funds immediately.

Thank you for your assistance.

60h left

₹90,000

Holding my winnings hostage with endless KYC delays

Dear AskGamblers Complaints Team,

I am filing this formal arbitration request against 1xBet for its predatory, unethical, and systematic refusal to payout my legitimate sports betting winnings of MYR 3,504.50. The operator is intentionally abusing the KYC process to hold my funds hostage, hoping to wear down my patience so I will gamble my winnings back.

Below is the irrefutable timeline of 1xBet’s deliberate stalling tactics:

* May 19, 2026 (Deposit & Win): I made three separate deposits via bank card, totaling MYR 610. I placed a legitimate bet on a sports match and won MYR 2,284.50, bringing my total account balance to MYR 2894.50.

* May 19, 2026 (The Payout Block): I submitted a withdrawal request for MYR 2,500. 1xBet instantly blocked my payout with a "Document required" alert. I contacted their security team immediately on the same day.

* May 19 – 21, 2026 (Phase 1): They demanded proof of my deposit history, National ID, and personal selfies. I fully complied and submitted everything on time.

* May 22, 2026 (Phase 2 Delay): Instead of approving my payout, they dragged the process further by demanding Utility Bills. I submitted it immediately.

* May 26, 2026 (Phase 3 Delay): They prolonged the delay again, demanding photos of my Driver’s License. I submitted it immediately.

* May 29, 2026 (Phase 4 Delay): They came back with yet another piecemeal demand for my Passport photos. I submitted it immediately.

* June 1, 2026 (Latest Robotic Response): Today, after 13 consecutive days of total cooperation, instead of processing my funds, they sent me yet another automated canned response stating: "Your request is still under review... We kindly ask for your patience."

The Breach of Regulatory Conduct:

Since May 19th, 1xBet has provided absolutely zero transparent communication regarding the status or timeframe of my verification. This is a textbook "Piecemeal KYC" strategy, which is heavily penalized under international gambling regulations. By requesting one document every two days and providing automated silence, 1xBet is intentionally weaponizing the verification process as a predatory psychological trap to delay payouts for low-tier winnings.

My identity is fully verified, and my deposit funds are clean. I have zero account violations.

I respectfully request the AskGamblers Team to officially intervene, investigate this predatory conduct, and compel 1xBet to release/approve my withdrawal immediately. I am attaching full, chronological screenshot evidence of all my document submissions, betting history, and 1xBet's repetitive robotic email responses.

My 1xBet UID: 1661484269

75h left

RM2,500

Deposit not credited 40000 INR

Dear 1xBet Support Team,

I am writing to follow up on my unresolved deposit issue. Although the payment was successfully debited from my bank account, the deposit has still not been credited to my 1xBet account.

Query Details

Payment Query Number: 17485154

Query Status: In Progress

Query Created On: 30/05/2026 at 14:59

Transaction Details

Payment Method: UPI Fast

Amount: ₹40,000

Transaction Date & Time: 30/05/2026 at 13:53 IST

Recipient Name: <removed>

Recipient UPI ID: boim-580724541051@boi

Unique Transfer Number (UTR): 109910042869

The amount has been successfully debited from my bank account, and I have already submitted all required supporting documents, including the payment screenshot and bank statement, through Payment Query No. 17485154.

However, despite raising the query, I have not received any update or response regarding the status of my deposit. I kindly request that your team investigate this matter urgently and either:

Credit the deposit amount of ₹40,000 to my 1xBet account.

I would appreciate your prompt assistance, as a significant amount of money is involved, and the delay has been causing inconvenience.

Thank you for your attention to this matter. I look forward to your earliest response.

Regards,

92h left

₹40,000

Locked my 5200 USD balance for 9 days through endless KYC document requests

Player ID: < sent to casino >

Ticket Number: #93370959

Verification process started: May 17, 2026, 12:20 PM

Current status: Day 9, account locked, full balance of $5,200 inaccessible

CASE SUMMARY:

On May 17, 2026, I attempted to withdraw funds from my 1xBet account,

where my total balance is $5,200. The withdrawal request triggered a

"Data Change" verification process (ticket #93370959). Since then, my

account has been locked and I cannot access any of my own funds.

IMPORTANT: Deposits via Polymarket cryptocurrency wallet were processed

without any verification requirement. The KYC process was initiated

ONLY upon withdrawal request.

DOCUMENTS PROVIDED (all submitted in full):

1. Turkish national ID card (front and back)

2. Selfie holding ID card with security email correspondence visible

on screen (in the exact format requested)

3. Driver's license

4. Official residence certificate from Turkish e-Government system

(QR-verifiable)

5. Natural gas, water, electricity, and internet bills

6. Polymarket cryptocurrency wallet screenshots

7. Polygonscan blockchain transaction hashes (publicly verifiable):

- 0xe5e419568e9727fe1306a5340d5ed214fb070a33fb61b0e6d243e1918000d806

- 0x0c432c30f84ebd689d8280e1a7321ce8b0f6f58c2b27754461e7f60faa6a405c

8. 1xBet deposit receipts: 21629228987 and 21629161081

9. Handwritten verification code with selfie (today, day 9)

TIMELINE OF DELAY TACTICS:

The verification process has been deliberately extended through

sequential document requests. Each time I provide a requested document,

a new one is requested instead of completing the verification. The

72-hour clock effectively resets with each new document request,

making the "maximum 72 hours" clause in 1xBet's Terms and Conditions

meaningless.

CONFLICTING TIME COMMITMENTS:

1. 1xBet Terms and Conditions: "Verification can take up to 72 hours

from receipt of documents"

2. Live support agent Kerem (May 18): "Security team responds within

72 hours"

3. Brand representative on Şikayetvar (Turkish complaint platform):

"Process can take up to 11 days"

4. Live support today: "We cannot provide a definite timeframe"

These four statements directly contradict each other. The operator

is now at Day 9 (216 hours), nearly 3x the original Terms and

Conditions commitment.

PATTERN OF EVASION:

- Security email ([email protected]) sent identical

copy-paste responses 5+ times: "Documents under review, please wait."

- Live support agents (Kerem, Birol, Mine, Sarp) all gave identical

templated responses and refused to escalate the case.

- Telegram official channel admin acknowledged "I cannot contribute

to your case but I will forward it" — no result followed.

VIOLATION CLAIMS:

1. Breach of 1xBet's own Terms and Conditions (72-hour maximum

verification clause)

2. Discriminatory KYC enforcement (deposits not verified, only

withdrawals)

3. Inconsistent verification process (no upfront document list,

indefinite expansion of requirements)

4. Failure to provide reasonable customer service or escalation

path despite multiple requests

EXPECTED RESOLUTION:

1. Immediate completion of the verification process

2. Release of my full account balance of $5,200, which I have been

unable to access for 9 days

3. Written confirmation that no further documents will be requested

4. Acknowledgment of the time commitment violation

PERSONAL IMPACT:

I have been financially harmed by this delay. I had to borrow money

to cover obligations during this period while my own funds remain

locked. The verification process has crossed the line from due

diligence into systematic obstruction.

All correspondence, email records, live chat screenshots, and

blockchain proof are available and will be attached or provided

upon request.

Thank you for your mediation.

Rejected

$5,200

Account blocked - assistance need

Dear AskGamblers Team,

I am writing to file a complaint regarding my 1xBet account, which has been blocked without any clear explanation or proper support.

Here are my account details:

Account ID: < sent to the casino >

Registered Email: < sent to the casino >

Currently, I am unable to access my account. When I contacted local support, they informed me that my account has been blocked by the security department. However, despite multiple attempts, I have not received any response from the security team.

I am fully willing to cooperate and provide any required documents for verification. Unfortunately, I am not getting any guidance on what exactly is needed, and my issue remains unresolved.

I kindly request your assistance in reviewing my case and helping me restore access to my account or at least receive a clear explanation regarding the block.

Thank you for your time and support.

55h left

Withdrawal approved but money not received

I requested a withdrawal of ₹39,760 on 6 May at 23:10 from my 1xBet account.

The withdrawal status shows approved, but the money has not been credited to my bank account yet.

I have contacted support multiple times, but they keep sending standard responses without resolving the issue.

I have also provided bank statements as proof that the amount has not been received.

I request that AskGamblers help resolve this issue and ensure my withdrawal is processed as soon as possible.

Rejected

₹39,760

Account verification pending for 24 days without any update

Hello AskGamblers team,
I am writing to complain about 1xBet regarding a major delay in my account verification. My account ID is 1528604655
I have provided all the requested documents and have been waiting for 24 days now. According to their terms, this process should not take this long. Every time I contact their support, I receive the same standard reply to 'just wait'. I have fulfilled all requirements from my side, but the security department is ignoring my requests. I ask for your assistance in resolving this matter and completing my verification so I can access my funds. Thank you

75h left

UZS200,000,000

1xBet Sporstbook - Wrong fouls stats

Bet split : 81714491931 and 81714494829
I played 2 bets on the fouls of the game : Akron - Rostov in the premier league russia , my bet was over (23.5) fouls while the total according to the official russian premiere league site was : 25 , when i talk to the chat they say that my source is not among their official sources while the site they have in 1xbet articles is not working anymore since a long time : http://www.rfpl.org/
The new offical website of russian premiere league is : https://premierliga.ru/
Here is the proof that the total was over (23.5) : https://premierliga.ru/matches/16201/?category=statistics

Resolved

د.م.800

Significant delay in withdrawal and unprofessional customer support by 1xbet

Hello AskGamblers Complaints Team,

I am submitting this complaint regarding a withdrawal issue and extremely poor customer service from 1xbet.

On May 1st, 2026, I requested a withdrawal of 8,000 RUB from my gaming account to my bank card. According to the company's own terms, such requests should be processed or issues resolved within 7 days. However, today is May 11th, and 11 days have passed with no sign of my money or any official response to my inquiry.

Furthermore, I am deeply disappointed with the behavior of the support team. Whenever I contact the live chat, the operators provide generic "please wait" answers without any specific details or timeframes. Most frustratingly, they frequently close the chat session abruptly while I am still typing or asking questions, showing a complete lack of professional ethics and respect for the customer.

I have already sent emails to their support and licensing body, but the issue remains unresolved. I am seeking your assistance to help me get my funds and to hold the operator accountable for this delay and their unprofessional conduct.

Account details:

User ID: < sent to the casino >

Transaction Amount: 8,000 RUB

Transaction Date: May 1, 2026

Method: Bank Card

27h left

руб.8,000

Amount not credited still after deposit after 45 days

I made a payment of 8069.99 rupees on 23/03/2026,even after so many queries I still did not receive my refund,where did my money go i even contacted my bank manager on ur request and got the confirmation letter from the bank side too but still the amount is not credited,will u add my deposit or just declare urself as FRAUDS🤷🏻‍♂️

77h left

₹8,069