Complaint #535 1xBet Sportsbook

Locked my 5200 USD balance for 9 days through endless KYC document requests

By OGUZHAN K.

2 months ago

Player ID: < sent to casino >

Ticket Number: #93370959

Verification process started: May 17, 2026, 12:20 PM

Current status: Day 9, account locked, full balance of $5,200 inaccessible

CASE SUMMARY:

On May 17, 2026, I attempted to withdraw funds from my 1xBet account,

where my total balance is $5,200. The withdrawal request triggered a

"Data Change" verification process (ticket #93370959). Since then, my

account has been locked and I cannot access any of my own funds.

IMPORTANT: Deposits via Polymarket cryptocurrency wallet were processed

without any verification requirement. The KYC process was initiated

ONLY upon withdrawal request.

DOCUMENTS PROVIDED (all submitted in full):

1. Turkish national ID card (front and back)

2. Selfie holding ID card with security email correspondence visible

on screen (in the exact format requested)

3. Driver's license

4. Official residence certificate from Turkish e-Government system

(QR-verifiable)

5. Natural gas, water, electricity, and internet bills

6. Polymarket cryptocurrency wallet screenshots

7. Polygonscan blockchain transaction hashes (publicly verifiable):

- 0xe5e419568e9727fe1306a5340d5ed214fb070a33fb61b0e6d243e1918000d806

- 0x0c432c30f84ebd689d8280e1a7321ce8b0f6f58c2b27754461e7f60faa6a405c

8. 1xBet deposit receipts: 21629228987 and 21629161081

9. Handwritten verification code with selfie (today, day 9)

TIMELINE OF DELAY TACTICS:

The verification process has been deliberately extended through

sequential document requests. Each time I provide a requested document,

a new one is requested instead of completing the verification. The

72-hour clock effectively resets with each new document request,

making the "maximum 72 hours" clause in 1xBet's Terms and Conditions

meaningless.

CONFLICTING TIME COMMITMENTS:

1. 1xBet Terms and Conditions: "Verification can take up to 72 hours

from receipt of documents"

2. Live support agent Kerem (May 18): "Security team responds within

72 hours"

3. Brand representative on Şikayetvar (Turkish complaint platform):

"Process can take up to 11 days"

4. Live support today: "We cannot provide a definite timeframe"

These four statements directly contradict each other. The operator

is now at Day 9 (216 hours), nearly 3x the original Terms and

Conditions commitment.

PATTERN OF EVASION:

- Security email (security-tr@1xbet-team.com) sent identical

copy-paste responses 5+ times: "Documents under review, please wait."

- Live support agents (Kerem, Birol, Mine, Sarp) all gave identical

templated responses and refused to escalate the case.

- Telegram official channel admin acknowledged "I cannot contribute

to your case but I will forward it" — no result followed.

VIOLATION CLAIMS:

1. Breach of 1xBet's own Terms and Conditions (72-hour maximum

verification clause)

2. Discriminatory KYC enforcement (deposits not verified, only

withdrawals)

3. Inconsistent verification process (no upfront document list,

indefinite expansion of requirements)

4. Failure to provide reasonable customer service or escalation

path despite multiple requests

EXPECTED RESOLUTION:

1. Immediate completion of the verification process

2. Release of my full account balance of $5,200, which I have been

unable to access for 9 days

3. Written confirmation that no further documents will be requested

4. Acknowledgment of the time commitment violation

PERSONAL IMPACT:

I have been financially harmed by this delay. I had to borrow money

to cover obligations during this period while my own funds remain

locked. The verification process has crossed the line from due

diligence into systematic obstruction.

All correspondence, email records, live chat screenshots, and

blockchain proof are available and will be attached or provided

upon request.

Thank you for your mediation.

Disputed sportsbook 1xBet Sportsbook

Reason Verification issues

Amount $5200

Discussion

AskGamblers

• Support Team

2 months ago

Dear @oguzhankose,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required information has already been sent to the 1xBet Sportsbook team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required infromation or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

1xBet Sportsbook

• Representative

2 months ago

Hello,

Thank you for your message.

Please provide your account ID and email you used for registration.

We are waiting for your reply.

Best regards,
1xBet Team

AskGamblers

• Support Team

2 months ago

Dear 1xBet Sportsbook,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

1xBet Sportsbook Complaint Stats

Resolved 128 / 133

Avg. Amount $19,847

Avg. Complaint Duration 18 days

Avg. Response Time 2 days

1xBet Sportsbook Complaints

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Withholding my verified withdrawal for over 20 days

I am submitting this complaint regarding my unresolved withdrawal issue with 1xBet.

I requested a withdrawal of LKR 1,000,000 from my fully verified 1xBet account. After submitting my withdrawal request, 1xBet asked me to complete KYC verification. I fully cooperated and provided all requested documents, including proof of identity and any additional verification requested.

Despite successfully completing the verification process, my withdrawal has remained pending for more than 20 days. I have contacted customer support several times, but I have not received any meaningful explanation, estimated processing time, or resolution.

My account is verified, and I have complied with every request made by the operator. There is no valid reason for such an excessive delay in processing my legitimate withdrawal.

I respectfully request that AskGamblers mediate this dispute and ask 1xBet to process my withdrawal immediately or provide a clear and justified explanation for the delay.

Requested Resolution:

Process and pay my withdrawal of LKR 1,000,000 without any further unnecessary delay.

If there is a legitimate issue, provide a detailed written explanation together with a realistic timeframe for resolution.

41h left

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Withdrawal delayed since January 2025 declined by operator

Hello AskGamblers Team,

I am submitting a complaint against 1xBet regarding a withdrawal that has been pending since January 2025. Although 1xBet informed me that my withdrawal was approved, the funds have never been deposited into my Visa card.

When I contacted support, they told me to “open a payment query” to resolve the issue. However, when I attempted to do this, the Visa option was not supported, meaning I could not submit the payment query they instructed me to use. This left me with no way to follow their process or escalate the issue through their system.

Additionally, I emailed [email protected] twice in the last two months, but I never received any reply.

Despite completing all requirements and repeatedly contacting customer support, my funds have still not been released.

Details:

• Operator: 1xBet

• Account ID / Username: №878789321 traktor1974

• Withdrawal Amount: $4443.45 (I tried withdrawing in smaller increments)

• Withdrawal Method: Visa

• Date of First Withdrawal Request: January 2025

• Current Status: Still pending with no clear explanation

I have contacted 1xBet support many times, but I only receive generic replies and no real progress. The delay is unreasonable, and I am requesting AskGamblers’ assistance to ensure that 1xBet processes my withdrawal.

I have made multiple attempts to resolve this issue, yet I continue to receive generic replies and no real progress.

If AskGamblers requires any more supporting documents, including screenshots or pictures of my communication with 1xBet, I am fully prepared to provide them.

Thank you for your help.

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Request to Void a Late Pre Match Bet Bet Slip 84661345607

Dear AskGamblers Team,
I am submitting this complaint to request the manual recalculation of a pre-match bet that was accepted by the bookmaker's system after the event had already started, due to a technical delay in their data feed.
Account ID: 1512179907
Bet Slip Number: 84661345607
Event: Henan Wanxianshan (Women) vs. Zhejiang Hangzhou II (Women) - CFA Women's League One (July 20).
The Facts:
The actual physical kick-off time for this match was 09:00 (GMT+3) / 14:00 (Beijing Time). However, due to a system delay, the pre-match markets remained open, and my pre-match bet was placed at 11:14 (GMT+3), which is after the match had concluded.
According to 1xBet's own Terms and Conditions, specifically Section 7 (Match Results, Dates and Starting Times), Rule 6: "Bets placed after the starting time of the event shall be settled at odds of 1 (except for live bets)".
Evidence Provided:
1xBet's Internal System: The bookmaker has already corrected the kick-off time for this match to 09:00 on their own platform. However, my bet slip remains incorrectly settled as a "Loss" instead of being manually voided.
Global Independent Data Providers: The correct kick-off time (09:00 GMT+3) is confirmed by major global sports platforms:
Flashscore: https://www.flashscore.com/match/football/henan-songshan-longmen-4UwNoTQ0/zhejiang-YusCxApI/?mid=OxiX787s
Sofascore: https://www.sofascore.com/football/match/henan-jianye-zhejiang-hangzhou/WRNjsbTNj#id:16358479
Official Chinese Sports Portal: 163.com confirms the kick-off was at 14:00 Beijing Time (09:00 GMT+3): https://sports.163.com/caipiao/match/5457225
Resolution Requested:
Since the pre-match bet was undeniably placed after the actual starting time, I kindly request that 1xBet applies their own Terms & Conditions (Section 7, Rule 6) and recalculates Bet Slip #84661345607 to odds of 1.00 (Void)

Resolved

1xbet withdrawal not received for more than 10 days

I have made two withdrawal requests on the 12th of July for 44,116 INR and 1,000 INR with reference to transaction numbers 5050535835 and 5050535027. It's been more than 10 days, and I still haven't received it. I am facing this issue always and I am not satisfied with 1xbet. Kindly check and transfer my winning amount.

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My deposit unsuccessful 1xbet

My 1xbet ID is 610248801

I made a deposit of 20000 baht on 12 july 2026, and it's been more than 9 days, and I haven't received my deposit in my ID.

I've already provided the information to customer service. They requested proof from the originating bank that the transfer had been received, which I provided completely. The bank confirmed that the transfer was made to the website's bank account. However, customer service keeps saying they haven't received it and will instead give me a bonus.

Details

Query number 19335603

Date and time of query 12/07/2026 / 17:34

Method Super Promptpay QR

Transaction date and time 12/07/2026 / 15:15

Amount 20 000,00

Currency THB

Your player ID 610248801

Your payment details 06****12

Agent's payment details xxxxxx8726

Unique transfer number 1112062926071215154780127

The customer service department kept rejecting me, even though I provided all the necessary evidence.

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Withdrawal problem in 1xbet

Dear Askgamblers,

I have been a 1xBet customer for quite some time, and before this incident I had completed several deposits and withdrawals without any issues.

On 12 July 2026, I requested a withdrawal of IDR 2,952,000. Shortly afterward, the transaction was marked as "Withdrawal Successful" in my account. However, the money never arrived in my BCA bank account.

From that moment, I cooperated fully with every request made by 1xBet.

First, I was instructed to open a Payment Inquiry. The status of that inquiry repeatedly changed without any explanation. It was opened, then closed, then reopened, and eventually closed again, while my withdrawal remained unresolved.

Later, I was contacted by a representative from the Global Customer Care Team (Blair). Unlike the automated replies, Blair requested additional documents for a proper investigation, including:

My official BCA bank statement (PDF);
Photos of my passport;
Mobile operator verification.

I submitted every document immediately.

After that, Blair completely stopped responding.

Instead, every subsequent reply came only from 1xBet Indonesia Customer Support.

Unfortunately, almost every reply contained the same template response:

"Your withdrawal was successful."
"Please contact your bank."
The same payment document attached repeatedly.

No one ever addressed the evidence I had submitted.

My official BCA bank statement clearly shows that no incoming transaction of IDR 2,952,000 was received, yet none of the replies explained this discrepancy.

Even more frustrating, I was repeatedly instructed to contact my bank, but 1xBet never provided a verifiable bank transaction reference that my bank could actually use to trace the transfer.

Without such a reference, my bank cannot investigate anything.

After several days, the discussion suddenly shifted to an entirely different issue.

I was informed that I allegedly had multiple accounts.

This was surprising because I have previously made deposits and withdrawals without any problems. No one explained why this issue was only raised after I reported my missing withdrawal, nor how it related to the withdrawal itself.

To this day, I have received:

repeated template replies;
repeated copies of the same payment document;
repeated instructions to contact my bank;

but no actual resolution.

I am not asking for special treatment.

I simply ask 1xBet to do one of one things:

Pay my outstanding withdrawal of IDR 2,952,000 immediately. I have fulfilled all of my obligations, and I expect 1xBet to do the same.

After more than a week of full cooperation, I am extremely disappointed with the way this complaint has been handled.

I hope this review encourages 1xBet to conduct a genuine review of my case rather than continuing to send standard template responses.

Best,
HS
Customer ID: 185306407
Ticket: #19361084

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I am writing this complaint to urgently request the resolution of a severe issue regarding my 1xBet account. My account withdrawals have been blocked since December 24, 2025, and despite my continuous efforts to contact customer support, I have not received any solution or official response from the Security Department for over 7 months.

Currently, a balance of over 580,000 LKR is stuck in my account, and I am completely unable to access my funds.

Here are my account details for your verification:

User ID: 896572643

Registered Email: <removed>

Account Status: Active for over 2 years, fully verified with all genuine personal details provided since day one.

I would like to state very clearly that I have strictly followed all terms and conditions. I operate only this single, legitimate account and have never engaged in any fraudulent or suspicious activities.

Previously, local customer support directed me to email the Security Department with my identification documents from my registered email address. I did exactly as instructed, but I have received absolutely no reply. Every time I contact customer care now, they repeatedly tell me to "wait for a reply" or "send another email," offering no real assistance or explanation.

As a loyal customer of over two years, being ignored while my substantial funds are withheld without any justification is deeply frustrating and unfair.

I request that you immediately review my case, unblock my withdrawals, and release my funds.

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I am writing this review because 1xBet customer support has completely stopped responding to my emails regarding a missing withdrawal. On July 12,2026, I requested a withdrawal of 12539 INR via Bank Transfer. My 1xBet Account ID is 950637659. Inside my transaction dashboard, this withdrawal is marked as 'Approved/Successful,' but the funds have NOT arrived in my bank account after 6 business days. I have checked with my bank, and there is no pending inbound transfer. 1xBet support, please look into this immediately and provide the UTR (Unique Transaction Reference) or transaction network routing number so my bank can trace it, or return the funds to my account wallet.

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Deposit of 700 MAD via Cash Plus not by for 13 days Player ID 1435424559

Hello AskGamblers Team,

I am submitting this official complaint against 1xBet due to a missing deposit that has been withheld for 13 days without any valid reason, despite providing all the official proofs.

Here are the exact details of the transaction as shown in my account panel:

- Player ID: 1435424559

- Complaint/Demand Number: 19018818

- Payment Method: Cash Plus

- Transaction Date & Time: 05/07/2026 at 03:46

- Deposit Amount: 700.00 MAD

- Agent Payment Information: 0605707113

- Unique Transfer Number: 41e585b

- Current Status: Pending (En cours)

According to 1xBet's internal terms and regulations, payment processing and verification should take a maximum of 11 days. This timeframe has now been exceeded.

I have repeatedly contacted the support team (including operators Khalifa and Vine). They keep sending me the exact same automated copy-paste templates, promising resolutions within 24 to 48 hours, but absolutely nothing has been fixed. They are clearly stalling to avoid crediting my funds.

I have attached the official receipt and a full screenshot of the transaction request registered in their system. I request 1xBet to credit my 700.00 MAD immediately or return the funds to the agent.

Thank you for your assistance.

Best regards,

< full name removed >

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Unresolved withdrawal payment inquiry request 18994156 account id 1664443285

1xBet Account ID: 1664443285
Payment Inquiry Request Number: 18994156

I am submitting this complaint regarding my unresolved withdrawal issue with 1xBet.

My Payment Inquiry Request (No. 18994156) has been under review for more than one month without any resolution.

I have contacted customer support countless times. Every time I receive the same generic response asking me to wait, without any meaningful update regarding my case. I was also promised on several occasions that the issue would be resolved within 4 days, but those promises were never fulfilled.

This ongoing delay and the repeated generic responses, without any actual progress or explanation, are unacceptable. I have waited patiently for over a month and still have not received a clear answer or a final resolution.

I have fully cooperated with the investigation and submitted all the documents requested by 1xBet. Despite this, my request remains under review with no clear explanation for the excessive delay.

I respectfully request AskGamblers to contact 1xBet, obtain a clear update regarding my payment inquiry, and help resolve this matter as soon as possible.

Thank you for your assistance.

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