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I requested a withdrawal of my available balance of ZAR 91,975. 1xBet subsequently informed me that I needed to submit my identification document by email for verification, which I did on 19 August 2026.

I was informed that the withdrawal/verification process would take approximately 72 hours. However, the 72-hour period has passed and my funds have still not been released. The withdrawal remains delayed without a satisfactory resolution.

I have complied with their request and provided the required ID, but despite this, I have not received my funds.

I would therefore appreciate Casino Guru's assistance in escalating this matter with 1xBet and helping me obtain my ZAR 91,975 balance as soon as possible.

Amount outstanding: ZAR 91,975

ID submitted: 19 August 2026

Promised timeframe: 72 hours

Status: Still pending/delayed

I am happy to provide screenshots, correspondence, proof of the withdrawal request, and any other documentation required to support my complaint.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear BbM2722,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear BbM2722,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Since my complaint, 1xBet requested additional KYC information, which I promptly provided. On 28 August 2026, they confirmed:

"Thank you for providing the requested data. Your data is under verification, please wait for notification to your e-mail from the Security Department."

Since then, I have not received any further update or indication of when the verification will be completed. My funds therefore remain inaccessible and I am still unable to process the withdrawal.

I would appreciate your continued assistance in resolving this matter with 1xBet and obtaining a clear explanation as to when my withdrawal will be released.

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?
• Have you accumulated your winnings with or without an active bonus?

Thank you in advance for your reply.

Hello,

Thank you for your response. Please see my answers below.

1. Which documents have I already provided and when did I send the last one?

I have provided the following documents/information to 1xBet:

1. 28 August 2026: Colour photograph of my national ID.
2. 28 August 2026: Screenshots/information from my cryptocurrency account, including the requested transaction history.
3. 28 August 2026: Photograph of myself holding my identification document next to the device used for making bets, with my personal profile open.
4. 2 September 2026: Utility bill for the place of my registration.
5. 5 September 2026: Driving licence, both sides.
6. The last documents were sent on 5 September 2026. After receiving them, 1xBet confirmed that my data was under verification.

2. Have I provided all the required documents as soon as possible and in the correct format?

Yes. I have provided every document requested by 1xBet as soon as possible and followed the specific requirements they gave me.

1. For example, on 28 August, after I provided the requested ID, cryptocurrency information and photograph, 1xBet confirmed that the requested data had been received and that my data was under verification.
2. On 2 September, they requested a utility bill, which I provided the same day.
3. On 5 September, they requested my driving licence from both sides, which I also provided immediately. They then confirmed receipt and again stated that my data was under verification.
4. 3. Could I provide a screenshot of my verification page?
5. Yes. I have attached the screenshot of my current verification page for your review.

4. Have I accumulated my winnings with or without an active bonus?

I did not receive or use any bonus. My winnings were accumulated entirely using my own real funds.

Thank you for your assistance. I have fully cooperated with the verification process and provided each document requested by 1xBet promptly.

Thank you very much for your reply, BbM2722.

Could you please forward all relevant correspondence between you and the casino to [email protected] regarding your KYC verification, especially whether the document was approved and whether there were any issues with it?

Additionally, for an independent review, please forward the same documents and a selfie that you sent to the casino to my email.

I appreciate your assistance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear BbM2722,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean