Complaint #339 1xBet Sportsbook

Casino Refuses Withdrawal Due to Impossible Trust Wallet Verification Requirements

By rahmachaouch

8 months ago

The casino is refusing to process my case and withdrawal due to an impossible and incorrect verification request related to my cryptocurrency wallet.

I have successfully completed all standard identity verification requirements, including:
- Submission and approval of my identity document
- Selfie verification
- All requested personal and account verification steps

The only remaining issue is related to my cryptocurrency wallet verification.

I am using Trust Wallet, which is a non-custodial cryptocurrency wallet. Such wallets do not have an e-wallet number or a registered email address. The only identifier is the public blockchain address.

I have provided original, unedited screenshots clearly showing:
- The wallet owner’s name
- The public USDT BEP20 address
- The complete transaction history

Despite this, the casino continues to request an e-wallet number and email, which do not exist for non-custodial wallets, and has stated that no further actions are possible and that my messages will be ignored.

I have fully cooperated and submitted all technically possible documentation. The casino is blocking my account solely at the Trust Wallet verification stage and refuses to escalate the case to a technical or compliance department.

I am requesting AskGamblers’ assistance to have this matter reviewed properly and resolved.

Disputed sportsbook 1xBet Sportsbook

Reason Verification issues

Amount $375.22

Discussion

AskGamblers

• Support Team

8 months ago

Dear @rahmachaouch,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required info has already been sent to the 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 info 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

8 months ago

Dear rahmachaouch,

Please provide a screenshot of the issue you see when trying to deposit or withdraw funds.

Waiting for your reply!

Kind regards,
1xBet Team

1xBet Sportsbook

• Representative

8 months ago

Dear rahmachaouch,

Thank you for your message.

We are checking the information that you've provided and will get back to you soon.

Kind regards,
1xBet Team

rahmachaouch

8 months ago

Hello,

I have not received any new instructions from the Security Department.

My account is closed and inaccessible, so I cannot submit a withdrawal request myself.

The bookmaker stated that withdrawals are allowed, therefore I am requesting a manual withdrawal of my remaining balance to the original deposit method.

Please note that all identity verification (ID + selfie) was already completed successfully.

Kindly ask the casino to provide clear instructions or process the withdrawal directly.

Thank you.

1xBet Sportsbook Complaint Stats

Resolved 159 / 167

Avg. Amount $15,919

Avg. Complaint Duration 20 days

Avg. Response Time 2 days

1xBet Sportsbook Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 108 out of 111 complaints in this category have been resolved.

This operator's average complaint duration is 20 days, while the average duration across all operators is 7 days.

1xBet Sportsbook Complaints

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Two Missing Deposits of 10000 MAD Over One Month Without Resolution from 1xBet Morocco

I am submitting this complaint against 1xBet regarding two deposits of 5,000 MAD each, made on 18 September 2026 at 19:42 and 23:59, for a total of 10,000 MAD.

The funds were deducted from my bank account, but they were not properly credited to my 1xBet account. For the first transaction, the application reflected only 100 MAD instead of the 5,000 MAD deposited.

I have been pursuing this issue for over one month through multiple support channels, including email, Telegram, live chat, and international telephone support. I have provided the requested evidence, including banking-app screenshots and videos, as well as an official bank statement bearing the bank’s stamp confirming the transactions.

My cases include tickets 22610401 and 22519133. Despite repeated follow-ups and submission of the requested documents, I continue to receive generic responses stating that my case is being processed, without a concrete explanation, a final decision, or a clear resolution date.

I am requesting AskGamblers’ assistance in obtaining a formal response from 1xBet and ensuring that both transactions are properly investigated. I expect the missing 10,000 MAD to be credited to my account or refunded, with a clear written explanation of the outcome.

I am providing the available evidence to support my claim and request a fair, transparent, and timely resolution.

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Unjustified delay in verifying my account and releasing my pending withdrawal funds.

Dear AskGamblers Team,

I am writing to formally submit a complaint against 1xBet regarding an unjustified delay in verifying my account and releasing my pending withdrawal funds.

- Account ID: 1825653579
- Issue: Account verification and merged accounts under review, with severe payment delays and a complete lack of proper communication from the 1xBet security team.

I have fully cooperated with all security procedures and provided necessary identification, but my withdrawal remains stuck and support has failed to provide a resolution. I kindly request your mediation to help compel 1xBet to resolve this issue and process my payout.

Thank you for your assistance.

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1800 EGP Deposit Deducted Never Credited Account Closed

Account ID: 629193127
Transaction Date: 04/10/2025
Transaction ID: 024354392379
My Wallet: 01100559857
Merchant Number from 1xBet: 01106424158
Amount: 1800 EGP via e& Money Egypt

On 04/10/2025, I deposited 1800 EGP to my 1xBet account 629193127. I transferred 1800 EGP from my wallet 01100559857 to merchant number 01106424158 provided by 1xBet app. Transaction ID 024354392379 was successful and deducted.

Funds were never credited. Immediately after deposit, my account 629193127 was closed/blocked and I cannot log in.

I contacted live support and emailed [email protected] with receipt. No refund received.

Since my gaming account is closed, I request refund of 1800 EGP to my original wallet 01100559857.

Proof attached.

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Prolonged verification

I am unable to withdraw funds from sportsbook as my verification is in process since 10 days now and security department keep asking for different documents every 2 days which i have provided everytime but still they have not completed my verification. So I kindly ask them to complete it asap and process my withdrawal at earliest convenience.

Not a good customer experience at all with this type of verification process so if anyone is playing on their platform think twice before depositing the money.

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Unpaid 10000INR 20 days

I won 10000 INR from football betting on 1xBet. Withdrawal Ticket 22557356 pending for 20 days. Status shows approved but money not received.

Support says payment sent but no UTR/Reference Number provided. Emailed [email protected] multiple times but no response.

Account fully verified, no bonus used. Please help to get my payment.

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Deposit not credit my account

Dear 1xBet Payment Support Team,

I am writing to formally complain regarding my unsuccessful deposit of BDT 19,000, which has still not been credited to my 1xBet account.

Query Number: 23322890

Transaction Date & Time: 05/10/2026, 14:46

Amount: BDT 19,000

Payment Method: LightSpeed bKash

Unique Transfer Number: DJ50FXM456

Query Created: 05/10/2026, 11:52

My payment query has remained “In Progress” for several days, but I have not received the deposited amount or any clear update regarding the investigation.

I have already provided the necessary transaction information and proof. I kindly request you to urgently investigate this transaction and either credit the BDT 19,000 to my 1xBet account or provide a clear explanation of the current status and expected resolution time.

Please escalate this case to the relevant Payment/Technical Department if necessary.

I would appreciate an urgent response and resolution.

Kind regards,

< full name removed >

Player ID: 1714389609

Query No.: 23322890

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Delayed deposit of 300 DH

1xBet deposit not credited – 300 MAD via CIH Mobile

Hello,

I am having a problem with a 1xBet deposit made through CIH Mobile.

1xBet account ID: 1791223137

On September 21, 2026, I deposited 300 MAD into my 1xBet account using CIH Mobile. The money was successfully deducted from my CIH account, but it has still not been credited to my 1xBet balance.

Payment details:

Sender CIH account: 6975400211001700
Receiver/account: 230330725267722500580067
Amount: 300 MAD
Date: September 21, 2026

I contacted 1xBet support and they opened a case under ticket №22664661. I provided the requested transaction screenshot/proof of payment.

1xBet initially gave me a timeframe, but that timeframe has already passed. They are now telling me that the case is with the payment provider and that they are waiting for a response. They have not given me a new estimated resolution date.

I also contacted CIH about the transaction and I am currently waiting for their response.

I would like 1xBet to investigate the transaction and either credit the 300 MAD to my account or return the money to my CIH account, and provide me with a clear explanation of what is causing the delay.

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Withdrawal Method Still Unavailable

Dear AskGamblers Support,

I am submitting a new complaint regarding an ongoing withdrawal issue with 1xBet.

My name is < full name removed >

1xBet User ID: 504475939

I have been trying to withdraw my available balance from my 1xBet account. I originally attempted to withdraw using the same payment method that I had previously used successfully for both deposits and withdrawals. However, the withdrawal option was blank and greyed out, and I received the following message:

“Withdrawal can only be made using the same payment method.”

I contacted 1xBet Customer Support regarding this issue. Initially, they informed me that there was a technical problem with this withdrawal option. They then instructed me to use an alternative method by making a minimum deposit with a different payment method, placing a bet with the deposited amount at minimum odds of 1.10, and sending the required information for approval to [email protected].

These instructions were given to me directly by 1xBet Customer Support, and I followed them exactly. I made the required deposit using the new payment method, placed the required bet at minimum odds of 1.10, and sent all the requested information to the Security team as instructed.

However, I never received any approval or response from the Security team at all.

Despite not receiving any response or approval, I proceeded according to the instructions provided by Customer Support and submitted a withdrawal request using the new payment method but the withdrawal request was declined.

Unfortunately, 1xBet has not responded to either email, and I have not received any clear explanation or solution from customer support regarding my withdrawal.

I have attached all relevant evidence, including the original withdrawal error showing that the withdrawal option was blank and greyed out, my previous successful transactions, the new deposit, the required bet at minimum odds of 1.10, the information sent to the Security team, the new withdrawal request showing as declined, and the emails I sent to 1xBet.

I have followed the instructions provided directly by 1xBet Customer Support and completed everything requested from my side. I am simply trying to withdraw my existing available balance.

I therefore ask AskGamblers to contact 1xBet and assist in resolving this matter. I have followed their instructions, provided the requested information, and contacted them multiple times, but I have received no response or clear solution.

I would appreciate it if 1xBet could review my account, confirm the new payment method, and provide a clear solution so I can withdraw my funds without further delay.

Thank you for your assistance.

Resolved

ر.س.‏3,500

1xbet wrong settlement slip 87909268323

> Hello AskGamblers team,
>
> Account ID: 1618631553
> Bet Slip No: 87909268323
> Date: 27.09.2025
> Market: Victory in Interval (3-Way) 1-3 - Neither (Tidak Keduanya)
> Stake: 10,000 IDR, Potential Win: 14,639,180 IDR
>
> I bet on NO GOAL in minute 1-3 for 8 matches. 4 legs were settled as LOST but should be WON.
> Evidence from http://mlssoccer.com shows first goal in those 4 matches was after minute 3:
> - Atlanta 2-2 NYC: first goal 5' OG
> - Montreal 3-1 Cincinnati: first goal 25'
> - Austin 3-3 San Diego: first goal 50'
> - Seattle 3-1 Minnesota: first goal 16'
> All intervals 1-3 were 0-0, so "Neither" should win. Please review attached screenshots.
>
> Thank you.

Resolved

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Withdrawal Marked as Processed but Funds Not Received

Dear AskGamblers Complaints Team,

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

On 09.09.2026 at 11:09 PM, I submitted a withdrawal request of 5,000 TRY via Bank Transfer. My account is fully verified (KYC completed), and I have satisfied all required terms and conditions.

In the system and transaction query logs, the status of this withdrawal shows as "Processed". However, the funds have NEVER been credited to my bank account.

I have contacted 1xBet local customer support dozens of times via live chat and email. Every single time, I receive the same repetitive and vague response: "We are working on it" / "İşlem üzerinde çalışıyoruz". No concrete solution, proof of transfer (RRN/bank receipt), or timeframe has been provided.

Even today, I received another generic email response from them stating they are still working on it, without providing any real update or resolving the issue.

To date, I have not received my payout. I kindly ask the AskGamblers team to assist me in mediating this dispute and requesting official proof of transfer or the release of my funds.

Summary Details:

Player ID: 231500185
Withdrawal Amount: 5,000 TRY
Date & Time of Request: 09.09.2026 / 11:09 PM
Transaction / E-Transfer ID: 5265542843
Payment Method: Bank Transfer
Current Status in System: Processed (but funds missing)

I am attaching all relevant proof, including screenshots of the "Processed" status, my bank statement showing the money was never received, my chat logs, and the latest email response I received today.

Thank you for your assistance.

Sincerely,

< first name removed >

54h left

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