1Bet Casino - Der Spieler hat Schwierigkeiten, die Kontoüberprüfung abzuschließen.

Dear Nicoleta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

PS: if your daughter is experiencing difficulties verifying her account, advise her please to submit a new complaint as we can't discuss third parties in your thread.

Dear Nicoleta,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Not only does he tell me multiple accounts and he asks me for a photo with the residence I send them and he answers me with the same thing

No solamente me dice múltiples cuentas y me pide una foto con la residencia les envío y me contesta con la misma cosa

Dear Nicoleta,

Please understand that without verifying your account, even if it's closed, you won't be entitled to any withdrawals. Do I understand correctly that you and your daughter, both deposited funds using your bank card?

Good morning if we have noastra bank card the game account is closed but my bank card works and I am playing and winning and nothing or withdrawal I cannot make 5 or 6 days ago and nothing they close the game account and no I have no right? It is impossible so much verification thanks and best regards

Buenos días si que uzamos noastra tarjeta bancaria la cuenta del juego es cerada pero mi tarjeta del banco fucciona y yo estoy que jugá a y ganando y nada niqun retiro no puedo hacer hace 5 o 6 días y nada ellos me cera la cuenta del juego y no tengo niqun derecho? Es imposible tanto verificación gracias y un saludo

I do apologize, Nicoleta, but I don't understand. Have you closed your player's account or it has been blocked by the casino?

It's locked out of the casino

Esta bloqueada del casino

I assume that it has been blocked since two different accounts (yours and your daughter's) have been detected from the same IP address. Could you please advise if you have redeemed any promotional offer from this casino?

And

Si

Thank you, Nicoleta, for your reply. I have checked the general terms and conditions, and this is what I found https://1bet.com/terms-and-conditions:

"The player’s account must be registered in his/her own, personal and correct, name and personal details. The individual has to ensure that all data given at registration stage is true, complete and free from error. Registration is allowed only once per person, family, household address, email address, payment account number, site cookies, IP address and shared computer, i.e. Public library or workplace and cannot share any of the aforementioned with a previously registered account. This therefore also means that the player has to register personally. Furthermore, a player can only have one account. Any other accounts which a player opens with the company, or which are beneficially owned by the player shall be considered as duplicate accounts. We shall close any duplicate account/s consequent to the identification of the main account. If we close a duplicate account, deposits will be refunded, and all bonuses, free bets and winnings acquired using that duplicate account will be void and forfeited. If the amount in the duplicate account does not cover the amount to be refunded to us, we shall seek to recover the loss incurred directly from any other of your accounts."

"For each Casino/Sports promotion registration and participation is allowed only once per person, family, household address, email address, payment account number, IP address, and shared computer, i.e. Public library or workplace. Bonus will be refused to players who do not comply with this term and multiple accounts will be closed. (Please, refer to General Terms and Conditions – Player Registration & Deregistration Process) We reserve the right to withdraw the availability of any offer and to redeem all bonuses and winnings money accumulated by any customer or group of customers at any time and at our sole and absolute discretion."

Please understand that opening more than one account and redeeming promotional offers from the same IP address, household, or device is strictly forbidden in the majority of casinos. Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Ok, my daughter has her account with her data and I have mine on top of it right now they also tell me that I have canceled my withdrawal but my money does not appear anywhere, she does not want to recognize it.

Vale mi hija tiene su cuenta con sus datos y yo tengo la mía encima ahora mismo me dicen también que he cancelado mi retirada pero mi dinero no aparece por ninguna parte no me lo quiere reconocer

Most probably your winnings have been cancelled because two accounts from the same IP address have been detected and bonuses redeemed on both accounts. Since you admitted already that you and your daughter, both have accounts and played with bonuses I'm afraid we won't be able to help you.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.