Ag Awards

1xBet Casino - Stalling verification on purpose, using unfair and irresponsible tactics

Complaint Info
Disputed casino 1xBet Casino
Reason Verification issues
Amount $ 16800
Posted on January 7, 2017

I signed up for this casino for the high rating on askgamblers.
I insisted on submiting my documents when i started the account they refused saying they will only ask if they needed them.
After i started winning and requested a deposit they asked me to verify. Fine.
Anyway i deposited through upaycard and with upaycard you cannot deposit unless you are 100% verified.
So going to point i sent my documents and its been more than 24hours and chat agent denis is being extremely unrespectful to me
And verification team replys to me like robots when asking about updates they only say wait in line. Again i ask they reply wait in line. I go to the agent i tell denis i want to know updates he replies in a bad manner and attitude.
Then he tell me wait for an email ect ect

I then requested them to close my account for a day so they dont push me to keep playing and lose all my money they sent me a self exclusion. I said i dont want to self exclude i only want a day break until my account was verified. Again refused and i was asked to wait in line.

I started to not trust this comoany my account has 16800usd and im worried that theyl keep playing me until they take it all.
So please askgamblers help me here.

Posted on January 7, 2017

Dear askgamblers.
Please note my balance reached 19000usd and they still never verified my account. Now after atleast 56hours of sending documents i got an email that my account is verified. I lost winning but this casino is not a professional casino. They only use tricky tactics without even respecting there customers.
After my verification proccess was "verified" i asked them to block and close down my account they requested to send documents once more time.
So i said what? My account is already verified why do you need to verify my documents again to close my account ?? They just speak like robots sending same info and asking for documents. I sent my documents to them again. Watch everyone now they will take forever to close the account hoping so they would take more money of you.
Please askgamblers although most of youre rating are high for famous casinos. this casino is dangerous to online casinos. It shouldnt be rated high for people to joIn.
How are they even legal to exist if it doesnt have proper responsible gambling?

Posted on January 11, 2017


Thank you for your patience. I'm a representative of 1xBet on AskGamblers and I would like you or the AskGamblers Team to provide your player ID to determine the cause of this unfortunate misunderstanding.

Posted on January 11, 2017

Dear 1xBet Casino,

Please keep in mind that player's login details could be found within the notification email sent from our complaints system.

However, to avoid losing time we have just sent these manually as a private message.

Posted on January 11, 2017

Username shihada :)

Posted on January 13, 2017

Thank you, I will now send the inquiry to the Security department. Expect the answer around Monday.

Posted on January 15, 2017

Its so clear how they operate how theyre slow and unreliable and cheaters and not worth of trust. They need more than 4 days to get an answer! Inagine my account had 19000usd how would they ever pay such an amount with this kind of treatments.

Posted on January 16, 2017


I am sorry for the inconvenience but the Security Department doesn't operate on weekends. I needed to clarify your case, so no detail would be missed.
However, in your case, our agents have been within limits of Terms and Conditions, which specify a stringent ID verification procedure to close an account.
I would like to remind you that you have agreed to 1xBet Terms and Conditions at least: first by registering and acknowledging said T&C and the second time by placing your first bet.
Again, I apologize for the inconvenience but the only recourse I can advise you is to comply.

Posted on January 20, 2017

After careful review of all details referring to the case, AskGamblers Complaints Team reached to the conclusion that player lost their money while waiting to be verified. And while we totally understand how frustrating could be waiting to get paid for your winnings, we would like to remind player that it is up to the player to refrain from reversing their winnings while waiting for the verification process to finish. Once player played and lost their money it means that there isn’t a valid subject to claim for and therefore this complaint is being rejected.

Moreover, player failed to provide adequate feedback within the given 96-hours time frame for response. As per the AskGamblers Casino Complaints Service terms and guidelines, player is supposed to provide updates on their issues in a timely and responsible manner, something that player did not do regrettably.

Based on all the above the case is being rejected and officially closed.

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