Complaint #1865
1xBet Sportsbook
Has Withheld My Funds for More Than Two Months Despite Full KYC Cooperation
2 weeks ago
I am submitting this complaint because I have been trying to withdraw my funds from 1xBet for more than two months, but I have been unable to access my money because my account verification has still not been completed.
I want to make it absolutely clear that I am NOT refusing to complete the KYC process. I have fully cooperated with 1xBet and have provided every document they have requested from me.
During the verification process, 1xBet requested proof of address. I provided a document obtained directly from the official Mexican government website. 1xBet rejected it, claiming that it was not an "original" document.
I downloaded the document again directly from the official government website and submitted it again. 1xBet rejected it once more, again stating that it was not an "original" document, without providing a clear explanation of what exactly was considered invalid or what they meant by an "original" document.
Because I wanted to resolve the issue and demonstrate the authenticity of the document, I recorded a video showing the entire process from beginning to end: accessing the official Mexican government website, obtaining and downloading the document directly from the official source, and then sending it to 1xBet.
I also specifically asked 1xBet to explain what type of document they consider to be an "original" proof of address so that I could provide exactly what they require.
They did not answer my question.
As another attempt to satisfy their requirements, I personally went to CFE (Comisión Federal de Electricidad) in Mexico and obtained a physical printed electricity bill. I submitted this document to 1xBet as an additional proof of address.
Despite all of these efforts, I have still not received a clear explanation of what specific requirement remains outstanding, and my funds remain inaccessible.
It has now been more than two months since I first started trying to withdraw my money.
I have also attempted to communicate with 1xBet regarding the situation, but there have been periods of more than a month without a meaningful response to my questions.
Again, my complaint is NOT that 1xBet has requested KYC verification. I understand that an operator has the right to verify its customers.
My complaint is that I have repeatedly cooperated with the verification process, provided the documents requested, provided additional evidence when those documents were rejected, and even obtained a physical CFE bill, yet my verification remains unresolved and my funds have been inaccessible for more than two months.
At this point, I am simply asking for 1xBet to clearly explain what specific requirement remains outstanding, allow me to fulfill that requirement, complete the verification process, and allow me to withdraw my funds.
I can provide AskGamblers with all the evidence necessary to verify my claims, including:
* The complete email correspondence with 1xBet.
* Screenshots of my conversations with 1xBet.
* Copies of the documents I submitted.
* The physical CFE bill that I obtained and submitted.
* The video showing the entire process of obtaining the proof of address directly from the official Mexican government website.
* Evidence showing when the documents were submitted and when 1xBet rejected them.
* Any other information or evidence that AskGamblers considers necessary to properly review this case.
I am fully willing to cooperate with AskGamblers and provide the video, chats, emails, documents, screenshots, or any other evidence required.
I am not asking for special treatment. I simply want the verification process to be completed fairly and transparently so that I can withdraw my own funds.
I respectfully ask AskGamblers to review this case again, taking into consideration that I have been cooperating with the KYC process for more than two months while my funds remain inaccessible and 1xBet has not clearly explained what is still required from me.
I want to make it absolutely clear that I am NOT refusing to complete the KYC process. I have fully cooperated with 1xBet and have provided every document they have requested from me.
During the verification process, 1xBet requested proof of address. I provided a document obtained directly from the official Mexican government website. 1xBet rejected it, claiming that it was not an "original" document.
I downloaded the document again directly from the official government website and submitted it again. 1xBet rejected it once more, again stating that it was not an "original" document, without providing a clear explanation of what exactly was considered invalid or what they meant by an "original" document.
Because I wanted to resolve the issue and demonstrate the authenticity of the document, I recorded a video showing the entire process from beginning to end: accessing the official Mexican government website, obtaining and downloading the document directly from the official source, and then sending it to 1xBet.
I also specifically asked 1xBet to explain what type of document they consider to be an "original" proof of address so that I could provide exactly what they require.
They did not answer my question.
As another attempt to satisfy their requirements, I personally went to CFE (Comisión Federal de Electricidad) in Mexico and obtained a physical printed electricity bill. I submitted this document to 1xBet as an additional proof of address.
Despite all of these efforts, I have still not received a clear explanation of what specific requirement remains outstanding, and my funds remain inaccessible.
It has now been more than two months since I first started trying to withdraw my money.
I have also attempted to communicate with 1xBet regarding the situation, but there have been periods of more than a month without a meaningful response to my questions.
Again, my complaint is NOT that 1xBet has requested KYC verification. I understand that an operator has the right to verify its customers.
My complaint is that I have repeatedly cooperated with the verification process, provided the documents requested, provided additional evidence when those documents were rejected, and even obtained a physical CFE bill, yet my verification remains unresolved and my funds have been inaccessible for more than two months.
At this point, I am simply asking for 1xBet to clearly explain what specific requirement remains outstanding, allow me to fulfill that requirement, complete the verification process, and allow me to withdraw my funds.
I can provide AskGamblers with all the evidence necessary to verify my claims, including:
* The complete email correspondence with 1xBet.
* Screenshots of my conversations with 1xBet.
* Copies of the documents I submitted.
* The physical CFE bill that I obtained and submitted.
* The video showing the entire process of obtaining the proof of address directly from the official Mexican government website.
* Evidence showing when the documents were submitted and when 1xBet rejected them.
* Any other information or evidence that AskGamblers considers necessary to properly review this case.
I am fully willing to cooperate with AskGamblers and provide the video, chats, emails, documents, screenshots, or any other evidence required.
I am not asking for special treatment. I simply want the verification process to be completed fairly and transparently so that I can withdraw my own funds.
I respectfully ask AskGamblers to review this case again, taking into consideration that I have been cooperating with the KYC process for more than two months while my funds remain inaccessible and 1xBet has not clearly explained what is still required from me.
1xBet Sportsbook Complaint Stats
Resolved
152 / 158
Avg. Amount
$16,809
Avg. Complaint Duration
19 days
Avg. Response Time
2 days
1xBet Sportsbook Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 103 out of 106 complaints in this category have been resolved.
This operator's average complaint duration is 19 days, while the average duration across all operators is 7 days.
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