Complaint #93 1xBet Casino

No player protection, delaying tactics and promised refunds not yet effected

By Fikoabi47

8 years ago

I've been being led around by the nose here for a year now. I'm addicted to gambling and the casino hasn't reacted yet. Despite the fact that they know that i'm addicted to gambling, my account hasn't been blocked yet. I've asked for a refund of 600 euro deposit and the secuurity team asked me to submit all the documents. I've also submitted a medical report by university hospital mayence by postal mail, as requested by the secuirty team. Then i got a message, that they will investigate my case further, but due to the world championship they will not be able to contact me again until the beginning of august. Until today, I have not received any satisfactory feedback by this casino. No player protection. No serivce. nothing.

Disputed Casino 1xBet Casino

Reason Other

Amount €600

Discussion

Inactive user

8 years ago

First of all, you don't take any real responsibility for this very sensitive issue regarding gamblig addiction, and again: this case is beeing handled absolulty unprofessionell. I wonder where is your corporate responsibility? With this, you will never achieve a relevant position in online gaming market. You cannot have emails with a customer over a year now, asking documents after documtents and finally come with such an reply. Right?

Actually, I could invest my time in more important things. But you do not want to understand the whole case here.

1. I am gambling addicted and I informed you on: 2017-09-25 regarding this problem You answerd me on the same day with:

"Dear user,

You should apply to [email protected]

Regards"

So you first comment regarding "October 28th" is false.

2. If you do not promise me a refund: Why do you asked me to send you an medical report by university hospital, proving my gambling disease? I guess, at least you have this e-mail, right?

WHY DO YOU ASK FOR THIS DOCUMENT? IS THIS MADATORY FOR A SELF EXCLUSION? NO! This document was requested by you, after I described my whole issue to all relevant persons.

So, please do your reserach again and dont ask me such questions again. I am totaly pissed off now.

3. This has absolutely nothing to do with my complaint but in your general terms and conditions, you state:

"Vor der Nutzung der Webseite soll sich der Spieler darüber vergewissern, dass er innerhalb seines Aufenthaltslandes gegen keine mit der Glückspiel-Industrie zusammenhängenden Gesetze oder Verordnungen verstößt. Internet-Glücksspiele sind in einigen Ländern verboten, deshalb können die mit den Gllückspiel-Geschäften verbundenen Zahlungen und Überweisungen auch unter Verbot stehen. In diesem Fall empfehelen wir, sich vor der Anmeldung auf unserer Webseite bei einem Anwalt beraten zu lassen.
Gemäß unserer Politik verweigern wir die Anmeldung der Benutzer aus folgenden Ländern: ..................................... Deutschland, ................................. Die Liste wird ständig aktualisiert. Falls Ihr Land darin auftaucht, werden Sie demgemäß darüber informiert."

I will translate the relevant part for all:

"According to our policy we refuse the registration of users from the following countries: Germany"

here you go: https://de.1xbet.com/de/information/rules/2

So I am from germany and you do not even have valid and correct General Terms and Conditions. Your General Terms and Conditions on your Website is an offense against every german player. Ask-Gambler Team should notice that.

If you ask me further things, I will let you know about what I thing went false with this casino.

1xbet should do its homework and should use this as an exercise case. If you do want more details, I would be happy to speak with you in GERMAN with someone of you and I could explain everything even much better than in English.

Thank you.

1xBet Casino

• Representative

8 years ago

Hi,

I went through the email exchange that you have provided and there is absolutely no mention that the refund would be provided.

Perhaps you have additional emails that you can provide with an explicit promise of a refund?

Inactive user

8 years ago

Sorry, but your last comment is blaming this issue in whole. Please do all participants a favor and bring this case to end. I wont comment on such Details anymore. See the date, when requesting all the documents ( e.g. report by Hospital mayence). See the fact, that this case is takes more than a year so all in all this issue is taken very unprofessionell. Are you agree whit that? I wont comment on further Details and just want the Promised refund in case I will submit all relevant documents. Otherwise I would not senden you by postal all the documents (which by the way was very expensive). Sorry, I have no unterstanding for this unprofessionell handling.

1xBet Casino

• Representative

8 years ago

Hi,

I've been informed that you have deposited and lost while playing with us that 623 EUR you're requesting during the period from September 19th to September 26th. However, you've decided to request self-exclusion on October 28th, just a bit more than a month after you've lost the money.

Can you comment on that?

1xBet Casino Complaint Stats

Resolved 421 / 454

Avg. Amount $2,643

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, 231 out of 251 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

Authorized Agent Alnakdi cash

Complaint Details:
Casino Username / Account ID: 1615875669
Disputed Amount: 10,000 SAR
Withdrawal Reference Number: 5360593911
Date of Incident: October 4, 2026
Description:
I am submitting this formal complaint against 1XBET regarding an unresolved and fraudulent withdrawal issue involving one of their authorized local agents, "Alnakdi cash".
On October 4, 2026, I requested a withdrawal of 10,000 SAR (Withdrawal Ref: 5360593911) through the mentioned agent, who confirmed the transaction. However, after the funds were processed/deducted from my casino balance, the agent refused to transfer the money to my bank account. Instead, the agent engaged in extortion tactics, demanding an additional deposit/transfer under false pretenses, and eventually blocked me on WhatsApp after I refused. This malicious act also caused me severe financial and personal damages, as I missed a critical car reservation payment.

I immediately reported this fraud to 1XBET’s support team via email (attaching all WhatsApp chats, transaction proofs, and details). Unfortunately, for nearly a month, I have received nothing more than automated, dismissive template responses stating that “the request is under processing by the relevant department and no timeframe can be provided”, while the fraudulent agent continues to operate on their platform.

Since 1XBET officially authorizes and partners with these agents for financial operations, the platform bears full responsibility for safeguarding player funds and ensuring secure transactions.
Requested Resolution:
I kindly request AskGamblers to intervene, compel 1XBET to conduct an immediate manual review, hold their agent accountable, and fully refund/credit the 10,000 SAR back to my account or bank.
Attachments Provided:
Official 1XBET withdrawal order and transaction history logs (Ref: 5360593911).

Full email correspondence and initial reports submitted to 1XBET support.

Evidence and chat logs proving the agent’s fraud and blocking action.

37h left

ر.س.‏10,000

1xBet has been blocking my withdrawals of 20650502 FCFA

Good morning,

I would like to file an official complaint against 1xBet regarding the blocking of my withdrawals and the lack of response from their security service.

My 1xBet account has a balance of 20,650,502 FCFA, which I cannot currently withdraw due to a security check.

On October 3, 2026 at 10 p.m., I contacted the 1xBet security service and sent the requested supporting documents, including photographs of my passport, a selfie with my passport and documents relating to my transactions.

Despite my cooperation and my many reminders, I have not received any response to move forward or close this audit.

Today is October 27, 2026, 24 days after my first email.

I have contacted customer service several times. The agents confirm that my account is being verified, but indicate that they cannot intervene or communicate a resolution period.

I specify that I had previously made several withdrawals on this platform without encountering any problems.

I do not dispute the principle of identity verification. On the other hand, I dispute the prolonged absence of processing and communication concerning funds of such a large amount.

I officially request:

1. An intervention by AskGamblers with 1xBet.

2. A precise explanation regarding the extended blocking of my account.

3. The completion of the verification procedure within a reasonable time.

4. The restoration of my right of withdrawal in order to recover my 20,650,502 FCFA.

I have the exchanges with customer service, emails sent to the security service and the necessary supporting documents to support my claim.

I thank the AskGamblers team for their intervention and remain available to provide any additional information.

Sincerely.

78h left

CFA20,650,502

Vip Cashback problem

Hello I have a problem with vip Cashback since 2 weeks and no Cashback is available I talked to them several times and no relvoving issue yet I tried to update the app and no change. Everytime I called them they run out of solving the problem. I sent them an email and no reply. I used to get my Cashback every week now they didnt reflect any amount and my calculations by their rules should reflect a good amount so I need help to get out this issue.

Resolved

$220

Uncredited deposit of 1002734 Colombian Pesos from September 16

Dear AskGamblers Team and 1xBet Representative,

On September 16, 2026, I made a deposit into my 1xBet account from Colombia using the local payment system Bre-B, processed through 1xBet's integrated payment provider Latam Flash Payment.

My 1xBet account is in US Dollars, while my local bank operates in Colombian Pesos. Due to the currency conversion, the payment gateway requested an exact transfer of 1,002,733.88 Colombian Pesos (approx. 316 US Dollars). Because the local banking system via Bre-B does not allow entering decimals for transfers in Colombian Pesos, I rounded the amount by 12 cents and sent 1,002,734 Colombian Pesos.

The 1,002,734 Colombian Pesos were immediately debited from my bank account and received by Latam Flash Payment. However, likely due to the 0.12 peso difference between the requested amount (1,002,733.88) and the sent amount (1,002,734), the automated system did not match the transaction, and the deposit was never credited to my 1xBet balance.

I reported the case and uploaded all payment proofs to 1xBet right away. Almost a full month has passed since September 16, and the only response I receive from 1xBet is that they are still working on the case with the payment provider. I have also contacted Latam Flash Payment directly, and I have received no response at all.

I am attaching the official Bre-B transfer receipt for 1,002,734 Colombian Pesos dated September 16, my official bank statement showing the debit and confirming no refund has been issued, and screenshots of my support inquiries.

I kindly ask AskGamblers to help me resolve this issue as soon as possible so that 1xBet manually reconciles and credits this deposit into my US Dollar account or refunds the 1,002,734 Colombian Pesos to my bank account.

Thank you very much for your help

40h left

$1,002,734

My VIP cashback is not available

Hello 1xBet Support,
My Id : 1137985663

I’m contacting you regarding my VIP Cashback refund.

It has now been a while , and I still haven’t received my cashback. I have been waiting patiently, but whenever I check the VIP Cashback section, it shows “Unavailable”, and I am unable to claim or receive the cashback.

Could you please check what is causing this issue and let me know when my cashback will be credited to my account?

Thank you for your assistance. I look forward to your response.

Resolved

2000 EGP deposit not credited to my account 30 days without resolution

Hello AskGamblers Complaint Team,

I sincerely hope you are doing well.

First of all, I would like to thank AskGamblers for providing players with an independent platform where they can seek assistance when they are unable to resolve a dispute directly with an online gambling operator.

I am respectfully submitting this complaint regarding a 2,000 EGP deposit made to my 1xBet account, which has still not been credited to my account balance.

1xBet Account Number: 534582335

1xBet Complaint/Inquiry Number: 21867422

Deposit Amount: 2,000 EGP

Deposit Date: 06/09/2026

Deposit Time: 10:30 AM

The transfer was successfully completed from my side, and the transaction history clearly shows the date, time, amount, transaction details, and recipient information.

I contacted 1xBet support regarding the missing deposit. My request was initially acknowledged and stated to be under review and forwarded to the relevant department. I also provided all the information and evidence requested by 1xBet, including the relevant support communication, complaint number, transfer confirmation, transaction history documents, operation/transfer PDF, and the additional proof requested during the investigation.

Despite providing the requested information and evidence, the 2,000 EGP has still not been credited to my 1xBet balance.

As of today, 07/10/2026, 30 days have passed since my complaint was submitted to 1xBet on 07/09/2026, without a clear resolution or credit of my funds.

I respectfully ask AskGamblers to assist me in resolving this matter and to request a clear and final response from 1xBet regarding my missing deposit.

Since I have already provided the requested evidence and information, I kindly ask that the 1xBet representative be contacted directly regarding the status and resolution of this case, rather than requesting the same information again.

I am ready to provide any additional evidence if it is genuinely necessary.

Thank you very much for your time and assistance.

Kind regards,

Unresolved

ج.م.‏2,000

Verification is taking more than 30 days

Operator: 1xBet

Account ID: 1750932489

Ticket Number: #93745262

Issue: Ongoing account verification process and withdrawal/funds freeze imposed by 1xBet lasting over 38 days. My funds are completely locked inside my 1xBet account, leaving me unable to play, use the platform, or access my money. Furthermore, 1xBet has vastly exceeded their standard 72-hour verification and processing windows by a massive margin, despite my full cooperation and timely submission of all requested KYC documents since August 22, 2026. Subsequent follow-ups have been met only with generic automated responses from 1xBet requesting indefinite additional time without any resolution.

I kindly request that you review the attached evidence file so that the mediation process with the operator (1xBet) can proceed. Thank you very much for your time, assistance, and guidance.

Best regards,

43h left

$12,294,204

Account Closed Under Responsible Gaming

I am lodging this complaint against 1xBet due to the withholding of my remaining real-money balance following an account closure under Responsible Gaming measures.

Account Details:

Player ID: 146274969
Registered Email: < email removed >
Withheld Real Balance: 1000 usd
Date of Closure: 02/10/2026

Summary of the Issue:

My 1xBet account was closed/blocked in accordance with Responsible Gaming policy. Under international gambling standards, closing an account or self-excluding for responsible gaming reasons must never serve as a pretext to confiscate or hold a player's real-money balance.

I have already submitted all required KYC verification documents (copy of ID card and payment method details) to [email protected] and [email protected], alongside the official player complaint form. However, the 1xBet team has completely stopped communicating with me and has not transferred my remaining real funds.

Requested Outcome:

I request 1xBet to process a full refund of my remaining real balance 1000 USD to my original payment method

Resolved

$1,000

Account blocked after a win

After winning on 1xBet, my account was blocked, and despite providing all the requested verification documents—including my government ID, deposit screenshots, and even a medical mental health certificate—my account remains restricted for almost a month. No email update from the block team.
Account ID: 1796659583

Resolved

$40,000

Withdrawal delayed for 3 Weeks on 1xbet account id 714771039

Hello AskGamblers Team,

I am writing to file an official complaint against 1xBet regarding a severe delay in processing my withdrawal. This issue has been ongoing for more than two weeks, and despite my full cooperation, it remains completely unresolved.

I have provided all the necessary documents and information requested by the casino. However, the security/accounts department keeps repeatedly asking for the exact same information and documents that I have already submitted.

On several occasions, customer support assured me that my issue would be resolved within a few hours or a very short period. Unfortunately, right after these promises, they transferred my case back to the accounts/security department, and after that, I received no further response or updates from them.

I have complied with every single request and provided all requested proof, but the casino is now completely ignoring my messages and delaying my payout without any valid reason.

I kindly request AskGamblers to intervene and help me resolve this issue so I can receive my funds.

Thank you

Resolved