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I wish to lodge a formal complaint against 1xBet regarding the prolonged and unreasonable delay in the verification of my gaming account.

I have been attempting to verify my account since October 2025. Throughout this period, I have made every effort to comply with the verification process and have repeatedly contacted the company’s customer support for assistance. Despite my cooperation, my account remains unverified almost a year later.

The last direct communication I received from 1xBet’s Security Team was on 30th of October 2025. Since that date, I have not received any further emails from the Security Team, despite numerous follow-ups.

At one point, I contacted customer support to inquire about the status of my verification. I was informed that the Security Team had sent an email containing a verification code and that I was required to take a selfie while holding the code and reply to that email. I immediately explained that I had not received any emails from the Security Team since October 2025, making it impossible for me to comply with those instructions.

Rather than investigating the issue or providing an alternative means of verification, customer support has consistently advised me to "wait for a response" whenever I follow up. This has been the only response provided for almost a year, with no meaningful update, explanation, or resolution.

The lack of communication and failure to progress my verification despite my repeated attempts to cooperate have caused significant frustration and inconvenience. I believe I have acted in good faith by complying with every instruction given to me and by persistently seeking assistance through the appropriate support channels.

I appreciate your attention to this complaint and trust that appropriate action will be taken to ensure a fair and timely resolution.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino NG.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Could you please share a screenshot of the verification status of your account?
• Have you provided a selfie to the casino without a code on a piece of paper?
• When was the last time you were in contact with casino support?

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

Best regards,

Tomas

•I have access to my gaming account.

•I haven’t sent a selfie with the code to the security department because I haven’t received any email from them since 30th October 2025 so I can confidently say that the security department claims about sending me a code are false. The back and forth emails I have been getting after October 30th 2025 are from support emails/chat and not the security department.

•The last time I was in touch with support was on the 4th of July 2026 via support chat and it was still the same issue I have been complaining about not getting any response and they are still insisting I should wait for an email that I haven’t received since October 2025.

Thanks for your reply.

• Could you please share a recent screenshot from your player's account showing that the balance is still on your player's account, and the verification status of your account, if available?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Post screenshots here or send the information to my email at tomas@casino.guru

Looking forward to your reply.

•How do I check the status of my verification??

because I have looked countless times and I can’t find any information like that.

•I only bet on sports to accumulate my winnings.

Dear Tonayam,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Tonayam,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1xBet Casino NG,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello,

Thank you for providing information.

We are currently checking the information with the responsible department regarding your case. Please allow us some time to complete the review.

As soon as we receive an update or clarification regarding the status of your balance and the next steps, we will inform you.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Hello,

We would like to clarify that there has been no change in the verification requirements since last year.

A verification email containing a code has already been sent to the email address used for the correspondence with our Security Department. Please check the same email thread and, as instructed, take a selfie clearly showing your face while holding the code. Then reply to the same email thread and send the requested selfie to the Security Department.

After the required selfie is received, the responsible specialists will be able to continue the verification process.

Best regards,

1xBet Team

Kindly note that I haven’t received any email containing a code.

The last email I received from the security department was on the 30th of October 2025.

I have checked

the thread countless times and also my spam folder and even thrash but I still cannot find any response.

I have attached a screenshot again.

you can send attach evidence the email has been sent or kindly send the code here for transparency purposes.

It has been the same situation since last year October for me… I haven’t received any email from your security department but I get emails from the support department.

I will also attach the response I got from support

Dear 1xBet Casino Team,

Could you please confirm the exact email address to which the verification/code email was sent?

Since Tonayam has advised that he have not received any emails from the Security Department since October 30, 2025, despite continuing to receive emails from the Support Department, could you also please check whether it is possible that the Support and Security teams have different email addresses associated with the player’s account, and whether the Security Department may therefore be sending the verification emails to an incorrect or outdated address?

Please verify the email address currently registered with the Security Department and let us know whether this could be the reason the player has not received the verification code.

If possible, please also provide confirmation that the verification email was successfully sent, or advise whether the code can be provided through another secure method.

Thank you for your cooperation, and we look forward to your clarification.