1XBET Casino Support and Complaints Thread

Please urgently make a final decision regarding my account and allow me to withdraw my funds.

I have fully and promptly cooperated with every request for documents and proof, and I successfully completed the video verification, as confirmed by the result displayed after the video call.

However, despite nearly a month having passed, I still cannot access my account, and I have not received any outcome of the verification process from the Security team.

I have been patient and cooperative throughout this entire process, but the continued lack of a clear decision or timeline is becoming increasingly concerning. I sincerely hope you can understand that this situation may raise questions regarding the transparency and fairness of the process, as well as your commitment to your customer.

I kindly ask you to finalize the review of my account as soon as possible and allow me to access my funds and withdraw them without any further delay.

Hello Mahmoud Sabry, 

As stated in our previous post, we have followed up with the casino representative and asked for an update regarding your case. 

Rest assured that we will get back to you as soon as we have more information to share with you. 

Thank you.

Title: Unjust Account Block and Confiscation of 122,559 MAD - Infinite Departmental Redirection (Player ID: 1648491937) Complaint Details: I am filing this formal complaint against 1xBet regarding my blocked account (Player ID: 1648491937) and the unlawful withholding of my legitimate funds totaling 122,559 MAD. For over three months, 1xBet has trapped me in an endless circular loop between various support departments (Support, Security, Retail, and Block teams), refusing to process my payout or provide a clear path to resolution: 1. Security Team repeatedly instructed me to contact retail@1xbet-team.com. However, the Retail team has completely ignored all correspondence since May 22, 2026. 2. Support Team (info-en) subsequently redirected me to block@1xbet-team.com, claiming my account was blocked under a pretext of "mental health protection." 3. I have explicitly confirmed my sound mental health and willingness to complete any formal KYC verification required. Despite this, block@1xbet-team.com informed me on July 2, 2026, that "specialists are working on it," but has remained completely silent ever since. 4. When I request assistance from Security, they simply claim "consulting was provided earlier" and send me back to the non-responsive Retail or Block teams. 1xBet is using cross-departmental stall tactics to prevent me from withdrawing my balance of 122,559 MAD. I have fully abided by all terms of service and hold complete proof of all contradictory email threads from their official domain. Desired Outcome: I request 1xBet management to immediately unblock my account and process the full withdrawal of my 122,559 MAD balance without further delay or deflection.

Disputed amount: 12000$

Casino: 1XBET Casino

Case #: 4670

Hello Lamiaa22,

Welcome to LCB, and thank you for sharing your experience with our members. We understand that you have been attempting to resolve this matter with 1xBet for several months and that you have received conflicting instructions from different departments.

Before we can properly assess the case, we need supporting documentation showing the current status of the account, the balance in dispute, and the reason given for the restriction.

Please reach out to us via private message and provide:

• Screenshots/copies of the correspondence with 1xBet’s Security, Retail, Support and Block departments, particularly the emails from May 22 and July 2, 2026.
• The exact notification or correspondence in which 1xBet explained that the account was blocked for “mental health protection.”
• Confirmation of whether you currently have an active withdrawal request, including the amount and date of the request.
• A screenshot of your account balance, if you have access to the account.
• Any correspondence confirming that your account was previously verified or that additional KYC documents were requested.
• Any final response from 1xBet regarding the account block, withdrawal, or your attempts to resolve the matter.

Please also clarify whether 1xBet has specifically refused to pay your balance, or whether the funds remain inaccessible because the account is currently blocked.

Once we have this information, we can review the evidence in more detail and provide further assistance. 

After the clear message I received four days ago stated that I would receive the verification result by email, I was surprised today to find that additional documents were being requested through my account, with one of the following required: passport, driver’s license, or birth certificate.

Although I had already submitted my passport previously, I submitted all three documents again. The system then confirmed that the photos had been received and were under review, and that I should expect to receive the verification result by email.

Frankly, I am tired of waiting and of the endless requests for documents that keep being repeated and duplicated. There is also a lack of transparency regarding the verification process, with no clear indication of how long the verification is expected to take.

Hello Mahmoud Sabry, 

We understand how you feel. Unfortunately, we still haven't received an update from the casino regarding your case, so we sent another follow-up. 

Keep you posted on any news we receive! 

Hello, Lamiaa22! This account is registered as a payment agent account, not a player account. So no bets have been placed from this account.

Our department does not have access to review or process complaints related to payment agent accounts. Such matters are handled by a dedicated department. 

Please contact the relevant team directly at retail@1xbet-team.com, support@partners1xbet.com or support@1xpartners.com for further assistance.

Hello Mahmoud Sabry, 

The latest information we received is that your video conference is currently undergoing a thorough check. You will therefore need to wait for the results of the check and a reply from the security team via email. Please wait and follow Security Departmenr instructions. I understand that this can take a long time.

This is completely unacceptable, and it appears to be a continued attempt to gain more time!

How can the video conference still be under verification when, according to your own stated procedure, the verification is supposed to be completed within 5 working days? More than 12 days have now passed, not just 5 working days!

Furthermore, additional documents were requested from me after the video conference — first, a birth certificate, driving license, or passport, and then a utility bill.

Please resolve my issue as soon as possible. I have fully cooperated with all of your requests, and after more than a month, there is no reasonable justification for failing to provide a final verification result and restore access to my account.

Dear LCB Complaints and Support Team, I am officially submitting a formal dispute against 1xBet regarding the arbitrary, unjustified freeze and complete block of my player account. My sole objective is to have my account access fully restored. Account Details: - Player ID: 948212133 - Country: Algeria Case Description: On Friday, September 4th, I proactively contacted the 1xBet Security Department via email to make a routine administrative inquiry regarding updating secure withdrawal methods. To ensure absolute compliance, I immediately attached high-quality copies of my official biometric identity card along with a clear verification selfie. Immediately after submitting my documents via email, my account was completely frozen, resulting in an "Account Not Found" error upon login. I subsequently received an email notification from Customer Support stating that my account is under investigation. More than 6 days (over 140 hours) have passed since I fully complied with all verification procedures, yet the platform has failed to provide any formal response, justification, or update, completely violating their stated 72-hour review protocol. When I attempted to follow up on this freeze through the live support chat, the agents failed to provide any assistance, repeatedly giving generic automated responses to wait indefinitely, and they abruptly terminated the chat multiple times. All my historic withdrawals have been strictly and exclusively made using payment methods fully matching the official legal name registered on the account profile. There is zero compliance ground to block my access. Requested Outcome: I demand that 1xBet immediately lift the precautionary freeze on my Account ID 948212133 and restore full access to my profile. Sincerely, Verified Player

Disputed amount: 119$

Casino: 1XBET Casino

Case #: 4684

Hello ABDELLAH NEZZARI,

Welcome to LCB! Thank you for reaching out and sharing your experience with our members.

We understand that your main concern is the account freeze and the lack of a clear update from 1xBet. However we would appreciate if you could provide us with additional details so we can have a better understanding of your situation: 

Please provide the following information:

• Confirmation of the exact date and time you contacted the Security Department
• Screenshots showing the “Account Not Found” message, if available
• Copies/screenshots of your live chat conversations regarding the restriction
• Confirmation of whether there was an active withdrawal or any funds pending in the account when it was frozen
• The current balance of the account, including the disputed $119
• Confirmation of whether 1xBet requested any additional documents or information after you submitted the initial verification documents

Please note that submitting verification documents does not necessarily mean that an account cannot subsequently be placed under a security review. 

Once we have the additional information, we can review the case more thoroughly and provide further assistance.

Dear LCB Complaints Team,

ADDITIONAL CRUCIAL CLARIFICATION FOR LCB AND 1XBET COMPLIANCE:

I want to officially emphasize to the LCB investigators that the 1xBet Security Department has maintained total radio silence and has NEVER contacted me since my account was frozen. 

The official email I received from Customer Support clearly states that the security review takes "less than 72 hours." Let's analyze their excuse logically: If a routine verification for a single customer takes more than 140+ hours, and we assume there are thousands of users waiting in the same queue daily, then under this failed administrative system, players will have to wait for months or even years without a single reply! This is statistically and contractually unacceptable for a regulated platform.

Therefore, to protect my user rights and consumer dignity, I have officially escalated this dispute and filed a formal legal complaint directly with the Curacao eGaming Regulatory Authority under Account ID: 948212133.

However, to demonstrate my full cooperative spirit, I am stating here that I am completely ready for an amicable, direct resolution with 1xBet Management. The moment the platform shows good faith, reviews my pending biometric documentation, and completely lifts this arbitrary precautionary freeze on my profile, I will immediately contact the Curacao Regulatory Authority to officially update my dispute status to "Resolved." 

The ball is now in 1xBet's court to conclude this matter constructively.

Hello ABDELLAH NEZZARI,

Thank you for taking the time to share your experience with us, and we’re very sorry to hear about the negative experience you had with the casino.

However, please note that once a case has been escalated to the licence authority or game provider for investigation, we are unfortunately not able to mediate or handle the complaint further while those investigations are ongoing.

We still appreciate you sharing your experience publicly with the community, and we are sorry to hear that you had such a negative experience with this casino.

Please keep us updated if you receive any new information or final resolution regarding your case. 

Thank you for your understanding.

CRITICAL REGULATORY UPDATE REGARDING CASE #4684:

I want to officially inform the LCB Complaints Team about a massive and definitive development in my dispute with 1xBet. 

Following my formal legal escalation to the supreme regulatory body, the Curacao eGaming Authority has officially generated a high-priority formal case against 1xBet's master license, under Legal Ticket Number: [Ticket#2026090933000125] FORMAL DISPUTE.

As a direct consequence of this severe regulatory pressure and our active case here on LCB, the 1xBet Senior Complaints Management (complaints@1xpartner.com) broke their silence and officially contacted me via email. In their message, they acknowledged this open legal ticket and instructed me to resubmit my official biometric documents directly to their Security Department to finalize the account verification and close this dispute.

I have strictly complied with their directive. I have resubmitted my high-quality biometric identity card, my verification selfie, and the official Curacao legal ticket reference directly to security-en@1xbet-team.com. 

Furthermore, I have offered 1xBet a conditional settlement agreement: the exact moment their Security Department manually reviews these files, completely lifts this arbitrary precautionary freeze, and restores full access to my Profile ID: 948212133, I will immediately contact both LCB and the Curacao Regulatory Authority to officially update the status of this case to "Successfully Resolved."

I am posting this official update so that LCB investigators can hold 1xBet accountable to their own compliance promises. I demand the immediate release of my $119 USD balance.

PUBLIC COMPLIANCE AND PLAYER AWARENESS UPDATE:

I want to officially update my case file to show that due to 1xBet's ongoing administrative delays and bad-faith practices, other victimized players are now reaching out to me directly for strategic guidance. 

As a community-minded user, I am actively educating global and regional players on exactly how to bypass 1xBet's dead support lines. I am formally instructing them to submit direct, legal complaints to the Curacao Gaming Authority to audit and challenge the platform's operating license. 

I will continue to advocate for player rights, lead this awareness initiative, and expose this platform's corporate arrogance until 1xBet Management manually reviews my pending biometric documents and completely restores full access to my Account ID: 948212133.

@1xbet

I see your public compliance replies to other players, and I demand an immediate official response on my active case file here. 

Do not attempt to use your generic template replies or bureaucratic stall-tactics on my profile. My account ID is 948212133, and my case is completely distinct and fully compliant. I have proactively submitted all high-quality biometric identification documents and verification selfies days ago. 

Furthermore, you are fully aware that your Senior Complaints Management team (complaints@1xpartner.com) formally contacted me regarding Curacao Supreme Regulatory Ticket: [Ticket#2026090933000125] FORMAL DISPUTE. 

The supreme regulatory board is actively monitoring this dispute. I have strictly resubmitted all compliance files to security-en@1xbet-team.com as requested by your executive management. I demand that you coordinate internally with your Security Department right now to manually review my attachments and completely lift this arbitrary precautionary freeze today. 

The global gaming community is watching this ticket. Resolve this matter constructively and unlock Account ID 948212133 immediately.

📢 PUBLIC WARNING TO ALL 1xBet USERS: Corporate Contradictions & Unjustified Account Freezing Exposed!

Dear Fellow Players and Customers of 1xBet,

Today, I am placing before you a deeply disappointing and alarming reality to expose the systematic manipulation protocols deployed by this operator. I want you to be the ultimate judges of these facts so you can protect your hard-earned funds and avoid facing the same hazard in the future.

Ask yourselves this fundamental question: Is it logical, professional, or legally justified for a global betting platform to freeze a customer's account for "UNKNOWN REASONS"? Especially after years of loyal and fully compliant activity? 

The structural dishonesty and internal contradictions of 1xBet are now fully documented:
1. When my account was initially locked, I received automated emails stating my profile was "under investigation."
2. Whenever I inquired through their live chat, agents claimed it was "under investigation for security or cyber-breaches."
3. Their Executive Complaints Management formally emailed me, reaffirming this ongoing "investigation" pretext.

Yet, today the mask has completely fallen. When inquiring again via the official live chat, their authorized support agent explicitly confessed and documented a completely contradictory reality in writing, stating: "Your account has been frozen by the Security Department for UNKNOWN REASONS. We have no authority here."

This absolute breakdown of internal compliance proves that 1xBet does not possess a single technical or contractual basis to lock my profile; they are simply inventing fake pretexts on the fly to withhold my legitimate funds ($119 USD balance under Account ID 948212133). 

As a long-term customer, this proves that at any given moment, their corporate arrogance can override contractual agreements, and your account could be frozen instantly without a single valid justification. I have officially appended this forensic live chat screenshot to Curacao Supreme Regulatory Ticket [#2026090933000125] FORMAL DISPUTE. 

Be the judges of this platform's integrity. Think twice before placing your funds in a network that treats its verified users with this level of evasion. Share your experiences below, and let us hold this operator accountable before international regulators!

Account ID: 948212133
Curacao Case Reference: #2026090933000125

These complexities even exceed the requirements for opening major investment bank accounts.

​These details clearly show the strategy being used: imposing financial costs and administrative hurdles that outweigh the value of the client’s profits or balance, ultimately pushing the user to give up on claiming their money.

Let everyone see the consequences of dealing with 1xBet—it is pure professional scamming and fraud. This is a general warning to all users: do not put your money on this platform. Look at the unreasonable procedures demanded from Mahmoud Sabry; even the world's largest investment banks would be ashamed to ask for such requirements.

Dear Curacao eGaming Authority and 1xBet Senior Management,

I am formally submitting this critical regulatory update to be appended immediately as a permanent enforcement document to Curacao Supreme Regulatory Ticket [#2026090933000125] FORMAL DISPUTE.

As the Curacao Gaming Sector undergoes its historic legal transition, shifting entire regulatory oversight from the old Master License framework (1668/JAZ) directly to the supreme government-controlled Curacao Gaming Control Board (GCB), the corporate compliance record of operators is under strict, central evaluation. Under these new strict standards, systemic non-compliance, bad-faith retention of player balances, and unresolved consumer disputes are direct grounds for the denial of new permanent operational licenses.

I am placing this official document before the regulatory inspectors to prove that 1xBet is maintaining an active, severe breach of compliance regarding my Player ID: 948212133. My fully verified account has been hit with an arbitrary precautionary freeze, holding my legitimate $119 USD funds under shifting, fabricated pretexts. Your administrative desk has failed to resolve this for over 140+ hours, while your live customer support explicitly confessed in writing that my profile is blocked for "UNKNOWN REASONS."

This structural breakdown of compliance, combined with documented player leaks on WhatsApp, proves that 1xBet is failing to maintain basic consumer safety standards. I am formally instructing the Curacao Gaming Control Board (GCB) and current inspectors to register this active dispute under Ticket #2026090933000125 as a formal objection against 1xBet’s transition to the new centralized licensing system.

I demand that 1xBet Senior Management immediately execute a manual security override and completely restore full, unrestricted operational access to my Account ID 948212133. If you fail to release my funds and resolve this open dispute before the upcoming business week, I will pursue maximum non-compliance sanctions through the GCB to block your regulatory transition and protect international consumer rights.

Sincerely,
ABDELLAH NEZZARI
Account ID: 948212133
Curacao Case Reference: #2026090933000125

I am submitting this formal complaint regarding the handling of my account and the repeated failure of 1xBet to process the documents I have submitted.

For more than one month, I have fully cooperated with every request made by the Security Department. I have provided identification documents, selfies, information and screenshots, completed the requested verification procedures, and participated in a video verification call.

Most recently, I was asked to provide several documents that I had already submitted previously, but this time they were required to be notarized and translated into English. Despite the fact that these documents had already been provided, I fully cooperated once again and went through the additional time, effort, and expense required to have the documents properly translated and notarized by a notary public.

I then uploaded all of the requested notarized and translated documents through the website. On every occasion, the website displayed a message confirming that the documents had been successfully submitted.

However, when I check my account again, I find that the exact same documents are being requested again.

I have repeatedly attempted to upload the same documents using different file formats, including JPG, JPEG, PNG, and PDF, yet the same requests continue to reappear.

This situation has become extremely frustrating and unacceptable. I have made every possible effort to comply with the Security Department's requirements, including providing documents multiple times and incurring additional costs to have them notarized and translated.

I have also sent the requested documents directly to the Security Department's email address. Nevertheless, the Security Department refuses to clearly confirm whether the documents have actually been received and are being reviewed.

The situation is even more concerning because:

• The Security Department does not provide clear answers regarding the status or receipt of my documents.
• Customer Support is unable to provide any meaningful assistance or clarification.
• The website repeatedly requests documents that I have already submitted.
• I receive confirmation that my documents were successfully uploaded, yet the same requests subsequently appear again.
• I have fully cooperated with the verification process for more than a month, without receiving a clear explanation of what remains outstanding.

At this stage, I am seriously concerned that this is no longer a genuine document verification issue, but rather an unreasonable and potentially systematic process that is preventing me from completing verification and accessing my funds despite my continuous cooperation.

I therefore formally request:

1. Immediate confirmation of whether the notarized and translated documents I submitted have actually been received by the Security Department.
2. A clear explanation of why the same documents continue to be requested after successful submission.
3. Confirmation of exactly which documents, if any, are still outstanding.
4. Confirmation that my submitted documents are actually being reviewed by the Security Department rather than being repeatedly requested due to a technical or procedural issue.
5. A clear and specific update regarding the current status of my verification and account.
6. Immediate resolution of this matter and restoration of access to my funds once the verification requirements have been satisfied.

I have complied with every request made by 1xBet and have gone far beyond what would reasonably be expected from a customer attempting to complete verification.

I respectfully request that this complaint be escalated to a responsible member of the Security/Compliance Department who can provide a clear and definitive response rather than another generic instruction to wait or resubmit the same documents.

I expect a transparent explanation and a genuine resolution to this matter.

Hello Mahmoud Sabry, 

We have followed up once again with the casino regarding your complaint, as we still haven't received a reply. 

Rest assured, we will get back to you as soon as we have more information to share. 

Keep you posted! 

Dear LCB Complaints Team and Community Moderators,

I am writing to officially inform your professional arbitration department that the dispute regarding my 1xBet Account ID: 948212133 has been successfully resolved in full cooperation with the operator. 

Following a comprehensive manual review by their security and compliance desks, my physical biometric documents and financial eWallet ownership (MiFinity) were completely validated. The operator has effectively executed a manual security override, completely unlocked my account gateway, and restored full structural functionality to my profile. Furthermore, all active security configurations have been successfully maximized to 6/6 compliance under my personal management.

Since a mutually agreeable, fair, and transparent settlement has been officially achieved between both parties, I kindly request that the LCB team formally updates the status of this complaint thread to "RESOLVED" and closes the official file. 

Thank you to the LCB mediation team for your invaluable time, dedication, and professional platform in ensuring consumer asset protection throughout this process.

Player I

D: 948212133

Hello ABDELLAH NEZZARI,

Thank you for getting back to us and confirming that everything has been sorted out. 

Per your request, we will close case #4684 and mark it as resolved. 

1xBet Systematic Consumer Extortion - Proof of Conflicting Loops on User ID 416571949" Hello Community,I am posting this as a permanent global warning against 1xBet. They are currently withholding my legitimate winnings of 1,645,000 INR on User ID: 416571949 by using predatory and conflicting verification loops [Lawyers Club India].Their security desk claims a permanent closure based on fabricated 'Multi-Account' violations. Simultaneously, their chat support agent (Nilesh) explicitly demands an official 'Medical Report' with a psychiatrist's stamp to prove gambling fitness [Lawyers Club India].They happily accepted all my deposits when I was losing money, but the moment I won 1,645,000 INR, their security team suddenly woke up to manufacture these lies [Lawyers Club India].This systematic fraud has already been escalated to 24 global cyber-intelligence cells, including the US IRS, UK NCSC, Spanish Guardia Civil, Argentine Cyber Crime Unit (UFECI), and the Presidency of Cyprus [CSIRT Cyprus, Contact Us - National Gambling Board, report@cirt.gov.bd].I have attached the raw screenshots of their contradictory scripts. Avoid this rogue operator at all costs!"

Disputed amount: 1645000₹

Casino: 1XBET Casino

Case #: 4711

I am fed up with the systematic stalling by the Security Department. Every time I submit the required documents and receive a confirmation message stating they have been sent and I should await the outcome, I am suddenly asked to provide the exact same documents again—without any explanation! 
I have contacted the security team multiple times to understand the nature of this issue, yet I have received no response from them. 
A week has passed with this systematic stalling, and still, there has been no clarification.

Hello Rahul Sharma29a9,

Thank you for taking the time to share your experience with us, and we’re very sorry to hear about the negative experience you had with the casino.

However, please note that once a case has been escalated through legal channels or submitted to the licence authority/game provider for investigation, we are unfortunately not able to mediate or handle the complaint further while those investigations are ongoing.

We still appreciate you sharing your experience publicly with the community, and we are sorry to hear that you had such a negative experience with this casino. Please keep us updated if you receive any new information or final resolution regarding your case. 

Thank you for your understanding.

Hello Mahmoud Sabry, 

We have once again followed up with the casino regarding your case. 

As soon as we have any updates, we'll share them with you. 

Thank you for your patience. 

I have uploaded all the documents again, along with my most recent issued tax return. All documents have been translated into English and duly certified by a sworn translator and a notary public.

Therefore, given that I have cooperated fully and seriously with all of their requests, whether reasonable or otherwise, and have also successfully completed the video verification call, I kindly request that access to my account and the ability to withdraw my funds be restored.

More than 32 days have now passed since the verification process began, and I have provided all the documents and evidence requested. There is nothing further that I can reasonably provide or prove at this stage.

I therefore respectfully request that my account be reinstated and that I be allowed to withdraw my funds without any further delay.

I am extremely frustrated with the deliberate delays being caused by the Security Department repeatedly requesting the same documents. I have submitted all the required documents through my account on the website, and each time I receive a message confirming that the documents were successfully uploaded. However, several hours later, I am asked to submit the exact same documents again, creating what appears to be an endless cycle.

From my perspective, this appears to be a persistent attempt to delay the process, with the apparent aim of making the customer eventually give up and abandon their funds.

All submitted documents have been notarized by a notary public.

Each document originally issued in Arabic is accompanied by an English translation prepared by a sworn translator and duly notarized by a notary public.

My issue has still not been resolved, and I have not received any response from the operator yet.

 1xBet seems to be taking advantage of the idea that customers are vulnerable and isolated. Why not exploit them, delay matters, create endless problems, and keep doing so until the customer gives up and leaves their money behind as easy prey for us?

no response till now

Hello Mahmoud Sabry, 

We are sorry, but we still haven’t received a response from the casino representative. We will send them another follow up and ask for an update on your case.

In the meantime, please follow all the instructions provided by the casino for completing your verification successfully, and keep us posted if you receive any response or update from them.

Hello Mahmoud Sabry, 

The security department has updated the verification requirements as of September 20, 2026. Please review the details and follow the instructions in your personal account.

I understand that the verification process can take time and requires patience, but it is a mandatory step.

@1xbet I have sent the requested video in the required format. 

30-second video containing a continuous recording (single shot ) of the notarized documents that were previously submitted.

Please review it as soon as possible and inform me of the outcome.

I urgently request the LCB representatives and the 1xBet representative to intervene immediately and decisively to stop the excessive, unreasonable, and continuously escalating verification procedures being imposed on me by 1xBet.

For approximately one and a half months, I have been subjected to an unprecedented series of verification procedures. I have fully cooperated with every request and provided every document and piece of information requested from me. Despite this, I have still received no clear resolution, final decision, or meaningful explanation.

What makes this situation particularly concerning is that I had already successfully passed verification on 28 May 2026. Yet only approximately two months later, 1xBet initiated another extensive verification process, which has now continued for approximately one and a half months without reaching a conclusion.

During this process, I provided:

• National ID card;
• Passport;
• Birth certificate;
• Driving licence;
• Bank statements;
• Cryptocurrency account statements and transaction records;
• Selfies associated with the submitted documents;
• Three separate questionnaires completed over approximately two weeks;
• A video verification call;
• Utility bills and proof of address;
• Selfies holding my case/reference number and sent through my Gmail account;
• Source of Wealth and Source of Funds declarations;
• Income and financial documentation;
• PEP and sanctions declarations;
• And subsequently, notarized and certified versions of the requested documents.

I have gone to considerable effort and expense to comply with these requirements, including obtaining official translations, notarizations and certifications of the requested documents.

At every stage, I cooperated fully and expected that, after completing such an extensive verification process and submitting notarized documentation, the matter would finally be concluded.

Instead, rather than receiving a final verification decision, I was presented with yet another requirement: to record a continuous video of no more than 30 seconds showing the previously submitted documents, including their notarizations and certifications.

I have already submitted more than ten different videos in an attempt to comply with this requirement. Each time, the system indicates that the video has been successfully uploaded, only for the same request to appear again later.

I would like both the LCB representatives and the 1xBet representative to consider the practicality of this requirement.

How can more than ten documents containing stamps, notarizations, certifications and other details realistically be displayed clearly and sufficiently within a single 30-second continuous video?

I am not refusing to cooperate. Quite the opposite: I have repeatedly demonstrated my willingness to comply with every reasonable verification requirement. The issue is that every time I believe the verification process is approaching its conclusion, another requirement is introduced, further extending the process without any clear explanation of what remains outstanding or what specific issue is allegedly preventing the verification from being completed.

I therefore respectfully ask the LCB representatives and the 1xBet representative to intervene urgently and work together toward a clear and definitive resolution of this matter.

Specifically, I ask 1xBet to clarify:

1. What specific verification issue, if any, remains outstanding?
2. Why was another full verification initiated only approximately two months after I successfully passed verification on 28 May 2026?
3. Why have all the identification, financial, cryptocurrency, address, video-call, notarized and certified documents already provided not been sufficient?
4. What exactly is considered deficient in the latest 30-second document video submissions?
5. Whether there is any additional requirement remaining after this video request.
6. Most importantly, when will the verification process finally be concluded and a definitive decision made regarding my account and funds?

I have cooperated extensively and provided everything requested, including documents that required significant time, effort and financial expense to obtain and certify.

I am therefore asking the LCB representatives to closely follow this case and the 1xBet representative to provide a clear explanation and a definitive resolution, rather than simply asking me to continue waiting.

After approximately one and a half months of continuous verification procedures, repeated document submissions, questionnaires, a video verification call, additional evidence, notarized documents and now repeated 30-second videos, I believe it is reasonable to expect a clear explanation and a final decision rather than another open-ended verification request.

I respectfully request the LCB representatives and the 1xBet representative to intervene urgently and bring this matter to a definitive conclusion.

Hello Mahmoud Sabry, 

Please note that we are mediators, so unfortunately, we do not have any influence over whether the casino accepts your verification or not.

It is important that you follow the casino’s instructions and submit the requested verification exactly as they have asked.

We understand that this process can be frustrating, but we kindly ask you to be patient while the casino reviews your documents.

Could you please confirm whether you submitted the new video on September 20th, following the casino’s instructions?

Please also remain patient while the casino reviews your latest submission.

I have submitted the video more than 20 times during the past 48 hours.

Each video was recorded in full accordance with the rules and requirements provided by the Security Department. However, after every upload, I receive a message confirming that the video has been successfully submitted, only for the system to request the video again approximately one hour later.

I have submitted more than 20 different videos, yet all of them have been rejected and requested again without any explanation whatsoever.

Please clearly explain what specific issue is causing the videos to be rejected so that I can correct it and complete the verification process.

Please try to contact them and help expedite the verification process and have my account reopened. I kindly ask you to intervene, as approximately one and a half months have now passed. During this entire period, I have provided every document and piece of information requested from me, yet I am still stuck at this stage with no clear outcome.

Hello Mahmoud Sabry, 

Rest assured, we are regularly following up with the casino regarding your case; however, we have received the same replies as you did. 

Please keep in mind that we are not able to speed up the process or influence the outcome of your verification. 

We will reach out to you as soon as we receive any new information from the casino. 

And what does it mean when casino representatives dodge the question?
Should I give up on my money? Does
their stance imply that they have stolen my money?

Please note that the last update I received from the casino representative was over a week ago, and there has been no update regarding my account status since then!
1xBet treats us with arrogance and a lack of respect, even though it is our own money.

Hello Mahmoud Sabry, 

We have sent a final follow-up to the casino representative, since we still haven't received an update.

We'll get back to you as soon as we have any news.

Hello Mahmoud Sabry, 

We still haven’t heard back from the casino representative, so we’ll send them a follow-up now.

Please keep in mind that due to the ongoing conference, there may be some delays in receiving a response from the casino representative.

Thank you for your patience, and please let us know if there are any updates on your side as well.

Hello Mahmoud Sabry,

We still haven’t received a response from the casino representative, so we’ll send them another reminder.

Could you please let us know if there have been any updates on your side in the meantime?

Thank you.

till now , no update since i uploaded the last video of natarized documents on 23 sep