Complaint #213
1xBet Casino
Impossible demands for verification and 250 euros stuck
6 years ago
Hello,
I have been playing at 1xbet a few times, got the first verification passed, received a few successful withdrawals.
I precise that I have been depositing with Neosurf vouchers (similar to Paysafecard vouchers).
So at some point, 1xbet denied my withdrawals and asked to provide a selfie with Neosurf receipts near my face. Unfortunately I no longer possessed the receipts, since they are just pieces of paper and since 1xbet never asked to keep it (nor does any other casinos by the way).
So I explained this to 1xbet security service who answered that in this case I had to contact Neosurf company myself and ask them to certify that my deposits are valid. Weird request since Neosurf is their payment partner, not mine, but sure why not.
Since I no longer have the receipt, I dont have the pins either, so I asked Security Service to provide me with the transactions ID for which they want me to contact Neosurf, in order for Neosurf to be able to identify the concerned transactions.
Their answer was that transaction ID can be found in my account history, which is partially true but also not true since the transactions ID are not available in full and are blurred with ****. I explained that to them but they do not care and always send the same useless answer that I can find the transaction ID in my account.
I was advised to contact Neosurf with partial transaction IDs (lol, the point of a transaction ID is that it needs to be in full ...) And, as very much expected I received no answer from Neosurf.
I precise that the deposits were made 2 months ago, so naturally payments already cleared from Neosurf to 1xbet, and Neosurf is a guaranteed payment, with no risk of chargeback for the merchant.
So now, the situation is stuck with absolutely no solution in sight.
Thank you for your help,
Regards
I have been playing at 1xbet a few times, got the first verification passed, received a few successful withdrawals.
I precise that I have been depositing with Neosurf vouchers (similar to Paysafecard vouchers).
So at some point, 1xbet denied my withdrawals and asked to provide a selfie with Neosurf receipts near my face. Unfortunately I no longer possessed the receipts, since they are just pieces of paper and since 1xbet never asked to keep it (nor does any other casinos by the way).
So I explained this to 1xbet security service who answered that in this case I had to contact Neosurf company myself and ask them to certify that my deposits are valid. Weird request since Neosurf is their payment partner, not mine, but sure why not.
Since I no longer have the receipt, I dont have the pins either, so I asked Security Service to provide me with the transactions ID for which they want me to contact Neosurf, in order for Neosurf to be able to identify the concerned transactions.
Their answer was that transaction ID can be found in my account history, which is partially true but also not true since the transactions ID are not available in full and are blurred with ****. I explained that to them but they do not care and always send the same useless answer that I can find the transaction ID in my account.
I was advised to contact Neosurf with partial transaction IDs (lol, the point of a transaction ID is that it needs to be in full ...) And, as very much expected I received no answer from Neosurf.
I precise that the deposits were made 2 months ago, so naturally payments already cleared from Neosurf to 1xbet, and Neosurf is a guaranteed payment, with no risk of chargeback for the merchant.
So now, the situation is stuck with absolutely no solution in sight.
Thank you for your help,
Regards
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