Problems with loyalty platform and cashback

I am filing this formal complaint against 1xBet regarding my blocked account (Player ID: 1648491937) and the unlawful withholding of my legitimate funds totaling 122,559 MAD.

For over three months, 1xBet has trapped me in an endless circular loop between various support departments (Support, Security, Retail, and Block teams), refusing to process my payout or provide a clear path to resolution:

1. The Security Team repeatedly instructed me to contact [email protected]. However, the Retail team has completely ignored all correspondence since May 22, 2026.

2. Support Team (info-en) subsequently redirected me to [email protected], claiming my account was blocked under a pretext of "mental health protection."

3. I have explicitly confirmed my sound mental health and willingness to complete any formal KYC verification required. Despite this, [email protected] informed me on July 2, 2026, that "specialists are working on it," but has remained completely silent ever since.

4. When I request assistance from Security, they simply claim "consulting was provided earlier" and send me back to the non-responsive Retail or Block teams.

1xBet is using cross-departmental stall tactics to prevent me from withdrawing my balance of 122,559 MAD. I have fully abided by all terms of service and have complete proof of all contradictory email threads from their official domain.

Desired Outcome:

I request that 1xBet management immediately unblock my account and process the full withdrawal of my 122,559 MAD balance without further delay or deflection.

"On September 1st, I made a deposit via Vodafone Cash for 12,735 EGP. Shortly after the deposit, my account was suspended. I have contacted the casino support multiple times by email but have received no reply, which is consistent with my previous experience with this operator. This deposit has not been used for any bets — I did not win or lose anything from it, since the account was suspended before I could use it. I am requesting a full refund of the deposited funds, as no service was provided after payment was taken. My account has a verified, long-standing history with this operator, and no clear reason for the suspension has been given.

User ID: [1225939559]

Dear 1xBet Support Team,

I am contacting you again to submit a FORMAL COMPLAINT regarding the restriction/blocking of my account, which has now remained unresolved for approximately two months.

I have fully cooperated with the Security Department and have provided the documents and verification materials requested from me. However, after all this time, the only response I continue to receive is that requests are processed “in the order they are received.”

I want to make it absolutely clear that this response is no longer acceptable after approximately two months of waiting.

I understand that 1xBet may have internal security and verification procedures. However, this does not justify keeping an account restricted indefinitely without providing the customer with a specific explanation of the current status of the case, an estimated resolution date, or information regarding whether there is any specific issue with the documents I have submitted.

Therefore, I formally request the following:

1. That my case be individually reviewed and escalated due to the excessive amount of time that has already passed.

2. That I be informed of the exact current status of my security verification.

3. That you clearly confirm whether any additional document, information, or verification is still required from me.

4. If no further documentation is required, I request a specific timeframe or reasonable deadline for the resolution of my case.

5. If 1xBet has determined that my account cannot be reinstated, I request that you provide the specific reason for that decision and the procedure for withdrawing any legitimate remaining balance from my account.

6. I also request the case/reference number or identifier of my review, together with confirmation that this complaint has been formally registered.

I want to formally record that I have fully cooperated with the verification process and that my case should not remain indefinitely pending while I continue receiving generic automated responses.

I have also found publicly available reports from other users describing similar situations, including cases where customers were repeatedly told that requests were processed “in the order they were received” for extended periods of time. For this reason, I am specifically requesting that my case not be answered with another generic response, but with a specific and verifiable update regarding my account.

I am not requesting unjustified preferential treatment. I am simply requesting that, after approximately two months, I receive a clear and definitive resolution.

Please forward this complaint to the responsible Security/Verification Department and provide me with a substantive response rather than another automated message asking me to wait.

I expect a concrete response regarding my case, not another generic request for patience.

Sincerely,

Hello 1xBet Support,

I would like to submit a formal complaint regarding my VIP Cashback.

My id:1212941985

I completed my Copper VIP level at 300,000 XP on August 22, 2026, at approximately 2:34 AM. According to the VIP Cashback terms, Copper provides 5% cashback once every 7 days.

More than 7 days have now passed, but my VIP Cashback still shows “Unavailable”, and the new 7-day cashback countdown has not started.

I have already contacted support and was informed that there is currently a technical issue causing a delay in opening the VIP Cashback. However, I would like to know specifically:

1. Why is my Copper VIP Cashback still unavailable?
2. When will my 7-day cashback cycle start?
3. Will the cashback I became eligible for after completing Copper be credited automatically once the technical issue is resolved?
4. Is my JILI Super Ace activity eligible for the Copper VIP Cashback calculation?
5. Please confirm my VIP level and the exact cashback percentage applicable to my account.

I have attached screenshots showing my Copper level as completed (300,000/300,000 XP) and the VIP Cashback showing “Unavailable”.

Please check my account specifically and provide a clear explanation and expected resolution time.

Thank you.

Dear AskGamblers Support Team,

I am submitting this formal complaint regarding 1xBet withholding my withdrawal and unnecessarily delaying my identity verification (KYC) process.

Account Details:

• Account ID: 1004806711
• Registered Email: < email removed >
• Pending Balance: ~2000 USDT

Timeline & Details of the Issue:

1. I recently placed standard bets on the platform and accumulated profits (~4,000 USDT).
2. When I requested to withdraw my remaining balance of ~2000 USDT, my withdrawal was blocked due to a pending identity verification (KYC).
3. I have already provided all requested identification documents over a week ago.
4. Despite waiting for over 7 days, my account verification remains incomplete. I have repeatedly contacted customer support and emailed the security department (⁠[email protected]⁠), but I only receive generic replies stating that the verification is still in progress.

Conclusion:

My submitted documents are 100% genuine and fully accurate. I have strictly abided by all platform rules and terms of service. I request 1xBet to complete my account verification immediately and release my withdrawal of ~2000 USDT.

Thank you for your prompt assistance in resolving this issue.

Sincerely,

< full name removed >

Hello AskGamblers Team,

I have 4 withdrawals blocked at 1xbet since 02/08/2026. Total amount: $934.57

Withdrawal details:

1. 23.08.2026 - $232.06 - Status: In Progress

2. 16.08.2026 - $233.34 - Status: Transferred to next period

3. 09.08.2026 - $241.65 - Status: Transferred to next period

4. 02.08.2026 - $227.52 - Status: Transferred to next period

I have contacted 1xbet support 4 times by email and 1 time by live chat.

The live chat agent "Sabrina" lied to me and said "cancelled by client" which is FALSE. I have screenshots proving this.

No payment received. No explanation given for 26 days.

My account details:

Player ID: 3809975

< full name removed >

I demand immediate payment of $934.57.

Thank you.

I am an existing 1xBet customer and have successfully withdrawn funds via my Visa card in the past without issue. Since 24 August 2026, all withdrawal attempts to my Visa card have failed. When I contacted 1xBet support, I was told this is due to a "technical issue" affecting Visa withdrawals, but no timeframe for resolution was provided.

I do not have an alternative withdrawal method linked to my account, and 1xBet's stated policy requires withdrawing via the same method used to deposit. I requested that support either provide a resolution timeframe or authorize withdrawal via an alternative method (e-wallet, bank transfer, or crypto) given the fault is on their end, but I have not received a satisfactory response.

My funds remain in my account balance and have not been paid out.

What I Am Requesting:

1. Confirmation that my balance is secure and unaffected.
2. A clear timeframe for resolution of the Visa withdrawal issue.

I would appreciate AskGamblers' assistance in resolving this matter with 1xBet.