Complaint #777 1xBet Casino

Documents send 4 days ago but no reply

By Tawhid71

2 years ago

Hello @Askgamblers,

I am seeking your help. I am <full name removed>. I am from Bangladesh.

I have been using 1xbet since 2021. During this time I have lost a lot of money.I never faced any problems. But in these two days 24/09/23 and 25/09/23 I deposited a total amount of 255 thousand BDT taka [around 2300$ ] in my account. After losing some bets my account balance was 205070 BDT [Around 1800$]. When I went to withdraw some money they rejected my withdrawal request and showed me a request for documents. Then I contacted them via email on 25th September. Then they want my National ID card picture. Then they asked me for my identity documents in my face. Then they asked me if I have any relations with Md Morsalin and Al Areifin Ropuk. These two are totally unknown to me. Then they asked me to send my utility bill. I gave them every document they wanted from me. After that, they told me - Dear customer, your request has been sent to our specialists, please wait for notification to your e-mail. As per their rules, they reply within 24 hours. But 3 working days have passed already 4 working days running. But they didn’t give any reply to me.

Please note that I made my first deposit in my account on 11/10/2021 and my last deposit was on 25/09/2023. At this time the total amount of my deposit is 648252 BDT [Around 6000$] and the total withdrawal amount is only 246085 BDT [Around 2300$]. That means the total loss of my account is 402167 BDT [3700$].Now I have only 206K BDT [Around 1800$] in my account. I have made a screen record of my entire transaction history. This is a big file. That's why I couldn’t attach it here. If they want I will send it via askgamblers email.

I just want my funds back. I never violate any rules.I never use multiple accounts. Even if they show this reason according to their Terms & Conditions 2.27, 2.28, and 2.31

2. 27. Each registered customer may have only one account. Customers may register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet, or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website.

2. 28. No registered customer may be re-registered as a new customer (under a new name, with a new email address, etc.).

According to the Terms and Conditions, user can withdraw the amount of their deposits.

2.31. 1xBet Bookmaker Company has the right to cancel all winnings and refund the balance from your main and duplicate accounts.

According to their T&C, I don't have any problem withdrawing my funds. Because my total deposit amount (648252 BDT) 6000$ is greater than the sum of my withdrawn balance (246085) 2300$ + my Current balance (206000) 1800$. If I withdraw my current balance still I will have a loss of around 1900$.

But I am 100% sure I didn’t use any multiple accounts. Even their security department didn’t tell me about multiple account issues. But I don't know why they don't reply to me.

@1xbet_support_team I have always been a well-wisher of your company. Please just help me to withdraw my money. If you like, keep me as your company user. If you don't want just allow me to withdraw my money and then block my account. I don't have any problem. But please allow me to withdraw my funds as soon as possible. I hope I will get a quick response from you.

My account number is: 337281249

Security service email reference code: [#44766167]

Thank You.

Disputed Casino 1xBet Casino

Reason Verification issues

Amount $1800

Discussion

AskGamblers

• Support Team

2 years ago

Dear @Tawhid71,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note 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 and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

1xBet Casino

• Representative

2 years ago

Dear AskGamblers Team,

At the moment, we can confirm that the latest instructions were not followed by the user.

Tawhid71

2 years ago

Askgamblers Team,

30th October 1xbet team replied here that i received new instructions from their security team. But I didn't received any new mail from their security team yet.

@1xbet team please solve my problem asap.

AskGamblers

• Support Team

2 years ago

Dear @Tawhid71,

Thanks in advance for your cooperation.

1xBet Casino Complaint Stats

Resolved 409 / 440

Avg. Amount $2,717

Avg. Complaint Duration 18 days

Avg. Response Time 2 days

1xBet Casino Complaint Summary

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

So far, 225 out of 244 complaints in this category have been resolved.

This operator's average complaint duration is 18 days, while the average duration across all operators is 8 days.

1xBet Casino Complaints

See all complaints for this casino

Complaint against 1xBet 450 MAD deposit not credited after more than 69 hours

I am submitting this complaint regarding a 450 MAD deposit made to my 1xBet casino account on September 22, 2026 at 22:08 (Morocco time) using Al Barid Bank.

As of September 25, 2026, the deposit has still not been credited to my casino account, despite the fact that I have contacted 1xBet repeatedly and provided all the evidence requested.

What happened

On September 22, 2026 at 22:08, I initiated a deposit of 450 MAD through the deposit method offered to me on the 1xBet platform.

Before making the payment, I took a screenshot of the 1xBet deposit page showing the payment details and the account information provided for the transaction.

I then transferred exactly 450 MAD via Al Barid Bank to the payment account/agent indicated for the deposit.

The bank transfer was successfully completed, and I have the official payment receipt confirming the transaction.

I also have screenshots showing the deposit information displayed by 1xBet before the transfer and the relevant information after the transaction.

Numerous contacts with 1xBet

When the money was not credited, I contacted 1xBet several times through different channels, including:

* Email support;
* Live chat;
* Payment queries opened through their system.

I provided all the requested evidence, including the bank transfer receipt, transaction date and time, amount, payment/agent details, screenshots of the 1xBet deposit page and other information concerning the transaction.

Despite all this documentation and my repeated follow-ups, the deposit has still not been credited and the matter has not been resolved.

Initially, I waited more than 31 hours before sending a formal complaint. After more than 55 hours, I contacted them again and explicitly requested that they either credit the 450 MAD to my casino account or return the money to the bank account from which it was sent.

As of the time I am submitting this complaint, more than 69 hours have passed since the transfer, and I still do not have access to my money.

Active 50% bonus and wagering requirements

There is another important aspect of this complaint.

At the time of this incident, I had an active 50% bonus on my 1xBet account, and I made this deposit specifically because I was trying to continue and complete the wagering requirements associated with that bonus.

The delay therefore does not only concern the missing 450 MAD. It may also affect my ability to complete the wagering requirements within the applicable time limit.

I have asked 1xBet to ensure that a delay on their/payment provider’s side does not negatively affect my active bonus or my ability to complete its wagering requirements.

I am particularly concerned because this is not the first time I have experienced deposit-related difficulties when I have had an active bonus.

I cannot prove that the current delay is intentionally connected to my bonus, and I do not want to make an unsupported accusation. However, the recurrence and timing of these issues are concerning enough that I believe they should be documented and reviewed.

Why I am submitting this complaint

I want to emphasize that this complaint is not really about the monetary value of 450 MAD.

The amount itself is relatively small. My concern is about the handling of a financial transaction and the fact that, despite providing proof that the transfer was made using the payment information supplied for the deposit, I have been waiting for days without a resolution.

A customer should not have to repeatedly submit the same evidence and contact multiple support channels simply to establish what happened to a documented deposit.

I have tried to resolve this matter directly with 1xBet before bringing it to AskGamblers, but after more than 69 hours and numerous contacts, I believe independent assistance is now justified.

Resolution requested

I respectfully ask AskGamblers to assist me in obtaining a clear and final resolution from 1xBet.

I request that 1xBet:

1. Immediately credit the missing 450 MAD deposit to my casino account; OR, if they are unable to do so, refund the full 450 MAD to the bank account from which the transfer was made.
2. Confirm what happened to the funds and explain why a successfully executed and documented deposit has remained unresolved for several days.
3. Confirm that the delay will not negatively affect my active 50% bonus, its validity period, or my ability to complete the applicable wagering requirements, since the deposit was made for that purpose.
4. Review the history of this transaction and my previous contacts with support so that the matter can be properly investigated rather than simply requesting the same documentation again.

I am prepared to provide AskGamblers with the supporting evidence, including the bank transfer receipt, screenshots of the 1xBet deposit instructions/payment details, screenshots relating to the transaction, payment-query information, and my correspondence with 1xBet support.

I hope 1xBet will resolve this matter promptly and transparently.

Thank you to the AskGamblers Complaints Team for reviewing my case.

Casino: 1xBet
Disputed amount: 450 MAD
Deposit date: September 22, 2026
Deposit time: 22:08 (Morocco time)
Payment method: Al Barid Bank
Current status: Deposit not credited / refund not received

29h left

د.م.450

Missing cashback due to technical issue

Dear AskGamblers Complaint Team,

Hello,

I am submitting my complaint for the second time because I believe that the main point of my first complaint may not have been fully understood.

Player ID: 1592742195
VIP Level: SAPPHIRE (Level 6)

I would like to clearly explain what happened.

On September 10, my VIP Cashback level was SAPPHIRE, and my points balance was 7,346,565 points. The Cashback section showed that I had 935.01 GEL available to claim.

However, when I tried to claim the cashback, I received the following message:

“Maintenance underway, please try later.”

From September 10 until September 23, I contacted the casino’s live chat several times regarding this issue. The operators repeatedly confirmed that there was a technical problem with the Cashback section and assured me that my cashback was safe and that I would receive the amount I was entitled to once the technical issue was resolved.

During this entire period, I continued to play on the casino and deposited, wagered, and lost significant amounts of money.

At the same time, my points continued to accumulate. My current points balance is now 16,489,524 points.

According to my SAPPHIRE VIP level, I was entitled to 10% cashback every two days. However, because of the technical issue, I was unable to claim my cashback during this entire period.

Therefore, I would like to ask you to clarify the following:

1. Where did the 935.01 GEL cashback go? I have a screenshot clearly showing that this amount was available in my account, but I was unable to claim it because of the technical issue, and the amount subsequently disappeared.
2. What happened to the cashback that continued to accumulate during the period when the Cashback section was unavailable? I continued to play, deposit, wager, and lose money during this period, while my points continued to increase.
3. If the casino’s technical issue prevented me from claiming my cashback, I would like to know how the cashback that I was entitled to during this period was calculated and where it was recorded.

I have screenshots proving that the 935.01 GEL cashback was displayed in my account, as well as screenshots of the casino’s support agents confirming that there was a technical issue with the Cashback section.

I kindly ask you to review the complaint based on the actual issue described above and the evidence I am providing.

If my complaint is not properly reviewed and my request for the return of the cashback amount to which I am entitled is not addressed, I will have no choice but to escalate this matter to the relevant licensing and regulatory authority responsible for supervising the casino.

I will provide them with all available evidence, including screenshots of my cashback balance, my conversations with the casino’s support team, and the information confirming the technical issue.

I hope this matter can be resolved directly and fairly without the need for further escalation

Thank you for your time and assistance.

Kind regards,
Nino Kavelashvili
Player ID: 1592742195

27h left

GEL935

Formal Fraud Complaint

Subject

Formal Fraud Complaint – Withdrawal Blocked After Full Verification (BDT 13,100)

Dear 1xBet Management / Complaints Department,

I am writing to file a formal complaint regarding the refusal and blocking of my withdrawal from my 1xBet account.

The total balance involved is only BDT 13,100, consisting of:

BDT 4,000 — my deposited funds

BDT 9,100 — balance accumulated from my account activity

Total amount requested/held: BDT 13,100

I completed the verification process and provided all documents and information requested by 1xBet. I fully cooperated with your verification requirements and had no intention of withholding any information.

However, after I submitted the requested documents and completed the required verification, my withdrawal was ultimately refused and/or my account was blocked. This is extremely concerning because I cooperated with the verification process in good faith and expected my legitimate balance to remain accessible.

I therefore request that 1xBet management urgently investigate this matter and provide me with a clear written explanation for:

The exact reason my withdrawal was refused.

The exact reason my account was blocked or restricted.

Which specific term or condition of 1xBet you believe I violated, if any.

Why my documents were requested and reviewed if the account was subsequently blocked.

What will happen to my BDT 4,000 deposited funds.

When and how the remaining BDT 9,100 balance will be paid to me, if it is considered valid.

I want to emphasize that BDT 13,100 is not a large amount, but the principle of the matter is important. A customer should not be asked to provide verification documents, fully cooperate with the verification process, and then have their withdrawal blocked without a specific and transparent explanation.

If 1xBet believes there is a legitimate reason to refuse the withdrawal, please provide the relevant evidence and identify the precise account rule or Terms & Conditions applicable to my case.

I request that this complaint be escalated to a senior compliance or management team member for independent review.

Please do not provide a generic response. I am requesting a specific explanation of the decision and a clear resolution regarding my BDT 13,100 balance.

I have retained records of my deposits, account balance, withdrawal request, correspondence with 1xBet, and all documents submitted during verification. I am prepared to provide these records again if required.

I hope 1xBet will resolve this matter fairly and promptly.

Sincerely,

1xBet Account/Username: [1810973863]

Withdrawal Amount: BDT 13,100

Deposit Amount: BDT 4,000

Account Balance/Income: BDT 9,100

Withdrawal Request Date: [21/09/2026]

36h left

৳13,100

Deposit not credited for 2 months

Hello AskGamblers Team,

I am submitting a complaint against 1xBet Casino for a deposit not credited.

User ID: 1738661065
Ticket: 19435086
Date: 14/07/2026
Amount: 3000 MAD via CIH Bank

I deposited 3000 MAD via CIH Bank, money was deducted from my CIH account but never added to my 1xBet balance. I contacted 1xBet support many times for over 2 months, they only say wait.

I have attached all proofs: CIH receipt, 1xBet ticket screenshot, and support chat.

Please help me recover my 3000 MAD.

Thank you,
Yahya

82h left

د.م.3,000

VIP Cashback blocked behind persistent maintenance and unavailable error

Casino Name: 1xBet
Account ID: 491791885

Complaint Description:
Dear AskGamblers Complaint Team,
I am submitting this complaint regarding unresolved and withheld VIP Cashback on my 1xBet account.

Account ID: 491791885
VIP Tier: Silver
Disputed Amount: 10,437.4 BDT(roughly 80$)
Summary of the Issue:
My Silver level loyalty cashback accumulated to 10,437.4 BDT and was unlocked for collection. However, every time I attempted to press "Collect," the system generated an error stating: "Maintenance underway, please try later."

When I contacted in-app customer support, the agent confirmed that the section was suspended for technical maintenance, but could not provide any resolution timeframe or manual override.

Shortly after, the "Collect" option became completely greyed out and marked as "Unavailable," while my main balance remained at 0 BDT. Other players have publicly reported that this cashback maintenance error has persisted indefinitely without resolution. I have also emailed formal escalation notices to support with no manual credit provided.

Resolution Demanded:

Because this is a backend technical failure on 1xBet's side and the cashback is rightfully calculated and earned, I request that 1xBet manually credit the 10,437.4 BDT directly into my main account balance so it is accessible.

I have attached timestamped evidence including:
. Unlocked cashback claim screen (10,437.4 BDT)
. The recurring "Maintenance underway" popup
. Live chat conversation acknowledging technical maintenance
. Subsequent "Unavailable" status with a 0 BDT balance

Resolved

$80

Missing withdrawal and no explanation

Date of Withdrawal: 11/09/2026

Amount: $66,300 ARS

Withdrawal Method: Mercado Pago

Disputed Transaction ID: "-"

On 11/09/2026, I requested a withdrawal of $66,300 ARS via Mercado Pago from my 1xBet account (ID: 1699442433).

The transaction history shows the status as successtul, but the Transfer Number is displayed as "-" instead of a valid transaction reference / ARN.

I have NOT received the funds in my Mercado Pago account. I checked my statement and there is no incoming payment of that amount.

I contacted 1xBet support multiple times.

They only provide generic answers such as "wait" or "the payment was successful" but they fail to provide any valid proof of transfer (no transaction ID, no ARN, no receipt from Mercado Pago).

This appears to be a fake successful status.

I kindly ask 1xBet to either:

a) Provide a valid and traceable proof of transfer for this payment, or

b) Return the $66,300 ARS to my player balance and allow me to withdraw again, or re-process the withdrawal.

Attached Evidence:

1. Screenshot of my 1xBet transaction history showing the withdrawal on 11/09/2026 for $66,300 ARS with "-* as transfer number.

2. Screenshots of my correspondence with 1xBet support regarding this dispute.

All details (date, time, email) are visible in the screenshots.

Thank you for your assistance.

Kind regards,

76h left

$66,300

Cashback Issue

I've been a VIP Golden at 1xbet I've lost a significant amount of money, and I've been trying to claim a cashback bonus but instead when I try to claim it, it says "Maintenance underway" everytime I try to claim it.

It's been 4 weeks since i haven't received my bonus and I'm pissed about it. I do really hope you will fix this issue.

32h left

₱2,146

VIP CashBack Unavailable

My rank is Sapphire. I get cashback once every 2 days but I didn't get any cashback from Sep 12 until now.

The last time I claimed on Sep 10. There is no officially explanation I find from 1xbet.

When the users ask about it, their customer services response that they're updating or maintenance their server system. Not only me but also all the users facing this problem.

72h left

My account has not been verified and I still cannot withdraw

Good afternoon,

About one month ago, I tried to make a withdrawal, but I was asked to send my personal information to the Security Department’s email address.

I sent photos of my ID, a selfie, and all the other documents and information they requested.

I was told that they would get back to me, but no one ever contacted me. Therefore, I have not received any response for more than two weeks.

I am requesting an urgent solution to this issue, as I still cannot make withdrawals from my account.

My User ID: 1414577189

My verification ticket number: 93843391

I would appreciate a prompt solution to this matter.

Thank you.

32h left

$160

Cashback not given

ID 917902527

I lost thousand of dollars, still zero cashback still unavailable, for weeks already. Still not given. They should have credited it to me tons of time. I played casino games millions time. I still received no cashback at diamond tier. They keep saying they are fixing, fixing, fixing and let me wait. Do I have to wait forever?

Resolved