As per the 1xBet Casino terms&conditions:
"Should the bookmaker’s Security Service have any concerns about the bettor’s identity or their personal details (address, credit or debit card, other data), they are entitled to request any documents from the bettor substantiating their identity or other submitted data at the bookmaker’s absolute discretion, as well as to cancel any payments until all such details are verified. Verification may take up to 72 hours from the receipt of documents. If it is proven that the submitted data is false, the bookmaker is entitled to cancel all bets and suspend all transactions for an indefinite period of time and proceed with full verification of the account. The bookmaker reserves the right to request any documents required for such verification. "
Obviously, there is no word about players obligation to send any documents to some postal address within these terms. AskGamblers Complaints Team believe that verification procedure, as one of the most important procedures in terms of regulations, security and AML requirements applied by an online casino, must be clearly and unambiguously described within the rules.
Moreover, in their post from February 23rd 2017 at 4:49pm the 1xBet casino representative provided the complainant with a post address which later turned out to be a non existing one. This practice alone is totally unacceptable and raises serious concerns about the security and more important, the safety, of the documents containing sensitive personal information which player sent as well as the transparency and efficiency of the verification policies and procedures set in place by the operator.
Based on all the above, AskGamblers Complaints Team strongly encourage the casino management to reconsider their decision and pay player in full and as soon as possible. If there is no such intention on behalf the casino management, AskGamblers Complaints Team should be informed so that we could close the case as Unresolved.