Complaint #1082 1xBet Casino

Not receiving the OTP to complete login verification

By AGT

1 year ago

While logging in to the site provided by 1xBet i am now being ask to confirm my identity by entering an OTP sent to my phone number registered with them, however despite numerous attempts over two days i have not received the OTPs.

Their solution that i have pasted below was to make an IDD call to their support hotline in Malaysia which the calls never even connected through. Their whatsapp number shows up as 'not a registered whatsapp number' and their Signal contact just refers me back to their email support.
After my complaint emails they have now resorted to making false statements of having called me and only reaching a voice mail.
This is my second complaint now because neither did i receive a missed call from them nor do i have a voicemail facility.

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Dear User,

If you still did not receive the sms code, you may call our Hotline, the operator will help you with the code.

The Hotline number can be found in the Contacts section at the bottom of the website page. You must contact the hotline using the phone number specified in your account.

Regards,

Customer Support Team

1xBet Malaysia
-------------------------------------------------------------------------------------------------------------------------------------------------------------
Dear User,

Our operator has called you, but only voice mail is available.

Regards,

Customer Support Team

1xBet Malaysia

Disputed Casino 1xBet Casino

Reason Other

Discussion

AskGamblers

• Support Team

9 months ago

Dear @AGT,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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

9 months ago

Dear @AGT,

Since no proceedings were found under your ID with the regulator, we would like to try once again to resolve this matter directly with you.

From our side, we can confirm that your account was blocked following your personal request, and there have been no further attempts to unblock it.

If you decide to restore access to your account, you will need to contact our dedicated department at [email protected]
and follow their instructions.

Best regards,
1xBet Team

AskGamblers

• Support Team

9 months ago

Dear all,

This complaint has been reopened as per 1xBet Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

1 year ago

Dear all,

We regret to inform you that following the submitter's email which we received that the issue, subject to this dispute, has already been raised with the relevant regulatory body, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

1xBet Casino Complaint Stats

Resolved 379 / 412

Avg. Amount $2,835

Avg. Complaint Duration 18 days

Avg. Response Time 2 days

1xBet Casino Complaints

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Submitted all required documents for verification but my withdrawal still declined

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Instead of finalizing the verification, 1xBet is deliberately prolonging the review process. Whenever I check up on the progress, I only receive automated, robotic email templates stating that the case is still under review.
They are using these stall tactics as an impossible loop to hold my balance hostage. I demand that 1xBet immediately reopen my account and allow me to withdraw my full balance. I request AskGamblers to mediate and compel 1xBet to restore my account access and release my total winnings.

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Later, I deposited money using the "Instapay" method and also placed bets using more than the deposited amount.
Now, "Instapay" is not available for me to withdraw; it says, "Withdrawals can only be made using the same payment details as those that were used to deposit funds into your account. If you use various payment methods to make deposits, the withdrawals you make should be proportionate to the amount deposited via each payment method."
If I use the alternative method "MasterCard", the way I deposited before, the payment is always rejected with reason (Declined by operator. (Payment processing error). O
It has been 5 working days since I got these errors with no solution.
I already sent an email to security-en@1xb-et-team.com, but no reply yet.

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Unjustified Account Block and Confiscation of Funds

Complaint Description:

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I immediately contacted their live support, who instructed me to email [email protected]. Following their instructions, I reached out to that department, who then redirected me to [email protected]. I sent my detailed emails to both addresses on 22/04/2026. However, I have received absolutely no response from them for over 10 days.

I have contacted their live support over 100 times since then. Every time, I am given different, contradictory instructions by different operators, which has left me completely confused and frustrated. Instead of resolving the issue, they simply tell me to 'wait,' and today they even blocked my access to the live chat feature entirely.

I am a legitimate player who deposited my own money, and my funds have been frozen for no valid reason. I have provided all required identification, yet the casino remains completely unresponsive. I kindly request the AskGamblers team to intervene and help me recover my balance."

Account ID 1648491937

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Unsettled deposit

I have deposited money into my account 503524997. It's been 4days still not credited. My bank says it was a successful process, but still no progress on their verification process with an amount of 33,000 Philippine pesos and 10 peso fee. I have sent all the files and the customer support always says on process verification pls help me.

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Verification delay and communication failure on withdrawal

I am submitting this complaint regarding an unresolved verification (KYC) delay and subsequent lack of communication from 1xBet support, which is blocking my ability to withdraw my funds.

Upon requesting a withdrawal, 1xBet support requested additional verification documents. I successfully provided a clear copy of my passport.

Following this, the casino requested a bank statement.

After an initial misunderstanding regarding the format, I provided the exact, official bank statement requested by the security team. Despite submitting the correct document via email exactly as requested, I received repetitive automated replies stating, "Please provide the documents required." I have re-sent the correct document three separate times to ensure visibility.

Security/support has now completely stopped responding to my emails, and my withdrawal remains blocked.

I have fully cooperated with the KYC process and provided all requested documentation.

I request that 1xBet review my submitted bank statement, successfully verify my account, and allow me to withdraw my funds.

I have attached my bank statement, my I cash one details, and an email thread between me and the security department of 1xbet.

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Uncredited Bank Transfer Deposit of 235000 TRY 17 Days Delay

Uncredited Bank Transfer Deposit of 235,000 TRY - 17 Days Delay

Dear AskGamblers Team,
I am filing this complaint against 1xBet because a significant deposit I made has not been credited to my account for 17 days.
> On [May 10, 2026], I initiated a bank transfer deposit of 235,000 TRY to the account details provided by 1xBet. The transfer was made via Enpara to the specific recipient name provided by the platform (Uğur Balaman).
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1xbet id:herecashew
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Account email: < sent to the casino >

Withdrawal number: 4859487489

Payment query number: 17115849

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I personally contacted my bank and provided them with the transaction date and time of my bank account ,The bank confirmed that:

no such transaction was ever received or processed on their side,

there is no pending transfer,

and this type of operation normally takes around 15 minutes, which also matches the timeframe stated on your own website for this withdrawal method.

Additionally, on the same day, I successfully made 6 deposits and one withdrawal using the exact same payment method and account. All of those transactions appeared correctly in my banking history. However, this specific withdrawal is completely missing.

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Despite this evidence, my payment query was closed with the simple response:“The withdrawal amount has been sent to the specified account.”

No proper explanation, transaction proof, or investigation details were provided. My evidence was ignored entirely.

At this point, I strongly believe there has either been an internal processing error or fraudulent handling of the transaction, because the withdrawal was marked as completed without the funds ever reaching my account.

I kindly request:

a proper investigation into this withdrawal,

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I have already provided official proof from the bank confirming that the funds were never received.

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Please check and credit my deposit.

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Date: 2/4/2026

Time: 18:26

Receiver account number: 604100050600047

UTR/Transaction ID: 609219970945

Account number last 4 digits: 7419

Username/ID: 896654877

Sender's UPI ID: raiyash661@okaxis

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