My personal documents were rejected without reason

Dear AskGamblers Grievance Team,

I am officially lodging this public complaint against 1xBet regarding the arbitrary, unjustified freeze and complete block of my player account. My sole objective in filing this dispute is to have my account access fully restored.

Account Details:
- Player ID: 948212133
- Country: Algeria

Case Description:
On Friday, September 4th, I proactively initiated contact with the 1xBet Security Department via email to make a routine administrative inquiry regarding updating and activating secure withdrawal methods.To ensure absolute compliance, I immediately attached high-quality copies of my official biometric identity card along with a clear verification selfie.

Immediately after submitting my documents via email, my account was completely frozen, resulting in an "Account Not Found" error upon login. When I subsequently attempted to follow up on this freeze through the live support chat, the agents failed to provide any technical support or helpful assistance. All of their responses were generic, repeatedly telling me to wait for a reply from the Security Department email.

More than 6 days (over 140 hours) have passed since I complied with all verification procedures via email, yet the Security Department has failed to provide any formal response, justification, or update. My profile is entirely clean, and there is zero compliance ground to block my access.

Requested Outcome:
I demand that 1xBet immediately lift the precautionary freeze on my Account ID 948212133 and restore full access to my profile.

I am attaching full screenshots of the email notifications proving my account is under an unresolved review.

Thank you for your intervention.

Sincerely,
Verified Player

I am submitting this complaint against 1xBet regarding the unjustified freezing of my account (Account ID: [17807462731]) containing a balance of 63,900 EGP.
Key Facts:

My account was registered less than one month ago.
Immediately after placing a withdrawal request via an authorized agent, my account was suddenly blocked.
Customer support gave an unreasonable pretext regarding "gambling addiction" and demanded a medical certificate proving I am not addicted to unblock the account.
Requesting medical documentation for an account less than 30 days old—right after a withdrawal request—is an arbitrary tactic to withhold my funds.
Formal complaint emails sent to [email protected] and [email protected] have been completely ignored.
Requested Outcome: I request 1xBet to unblock my account immediately and release my funds of 63,900 EGP

I tried withdraw my remaining balance 6.9.2026 but they closed my account. Then they asked me to send email to security team and I did this, you can see answer in screenshot where they asked me to send email to block team to get account open so i can withdraw.

I send the documents and request 7.9.2026 time 08:43am +3gmt

But they still didn’t reply. I provided all what they asked and chat operator promised that i will get my remaining balance 300€.

I dont have screenshots from account or dont remember account number but email is correct. I am asking you to help me to get moneys from this casino

On 26.08.2026, I initiated a cash withdrawal (#5206560041) for ₹4,000 INR via local cash agent Shahazad Ahmed (Kathua). The agent code expired, but ₹4,000 was deducted from my account balance and never returned.
Email customer support representatives (Faiz, Vineet) acknowledged this under Ticket № 21512534, confirming in writing that the transaction is held up for manual verification by their payments wing.
I have submitted complete PDF bank statements proving zero receipt of funds. Over 12 days have passed, and support continues sending generic stalling templates without executing the required manual ledger credit to User ID 1296530985. I am requesting AskGamblers' intervention to enforce a balance credit.

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 have sent an email 21.8. for the security team to send me detailed infomation on how to verify my account. I don´t have a bank card available anymore that i used to make deposits from. I would like to know how can we proceed with the verification process for example to verify with another bank card. 1xbet hasn´t answered my emails.

I am extremely disappointed with my experience with 1xBet.
My ID is 814036181.

More than 30 days ago, I deposited 6,500 MAD into my 1xBet account. The transaction was completed successfully, but the money was never credited to my account. My balance still shows 0 MAD.

I opened a support request (reference 18723541) and provided all the documents requested, including:

-The official bank deposit receipt
-My bank statement
-A video recording documenting the transfer
-Additional documents requested by their support team

Despite providing all this evidence, my request was rejected, claiming that the documents did not prove the transfer.
The support team opened another request under 20028267 still pending until the moment.

What is particularly frustrating is that I have already provided everything requested and have repeatedly contacted their support team, yet after more than a month, my 6,500 MAD is still missing and there has been no satisfactory resolution.

I trusted 1xBet because of its reputation and had never experienced such an issue before. Unfortunately, this experience has seriously damaged my confidence in the platform.

I simply want my 6,500 MAD to be properly credited to my account or returned to me.

I hope 1xBet will finally investigate this matter seriously and resolve it.

Very disappointing experience. 😔

Dear Askgamblers/1XBET,

First of all, I love the 1XBET site and the wide range of sports betting options it offers. I created my account sometime in may 2025, so more than a year ago, and I was verified without any problems. I've also never had any issues with withdrawals.

Until the end of july 2026.

I won €482.76, which is my current balance. I wanted to withdraw some of the money, but I was prompted to submit documents. Since I had already been verified, I assumed this was simply a routine check that is required from time to time. I have no problem with that.

Now, the problem is that I need to email 1XBET's security team regarding a document, but they don't respond. I sent an email from my registered 1XBET email address on July 22 at 11:35 AM Finland time. It is now August 24, 32 days later, and I still have not received any reply. It has been more than a month, which is an unreasonably long time to wait for a response.

I thought that perhaps there was an issue with my Outlook email address, as some betting companies sometimes have problems sending emails to Outlook.com accounts. Therefore, I forwarded the original email to my alternative Gmail account and sent the same message to support from that account on August 15. Now, five days later, I still have not received a response.

In the attachment (private) I added screenshots of my send e-mail from my outlook.com account on july 22 and in the other attachment the e-mail I send from my alternative e-mail from august 19.

Again, I love playing on 1XBET and have never had any issues with withdrawals in the past. Verification is not the problem, as I have previously been verified on this website. However, I now need to verify my account again, but I am not being given the option to do so, and the security team is not responding.

Because of this, I am currently unable to withdraw any part of my €482.75 balance. There is also no point in continuing to play on the website when I know I cannot withdraw my funds.

I would be happy to continue playing on 1XBET once the verification and withdrawal issues have been resolved.


Best Regards,

Pekka