Complaint #393 1xBet Casino

Problems with Refund

By nv17101

5 years ago

So, on December 1st I made a deposit of ( what I think, was 30€), but soon I realised it was 300€, I don't understand why it was that value, probably it was a Software glitch or something, as soon as I realized the deposit was 300€ I called my bank Caixa Geral de Depositos telling them what happened - and they told me right after the bank could refund me, I was relaxed with that information - the day went by and after 6 hours my bank called me telling me they couldn't reverse the payment I did to Bonnal LD (1xbet) because they were holding the money captive until December 9 ( after that date the money is officially theirs), the bank told me I should contact the other side of the payment (1xbet) - which I did - and I didn't got any response, I think they are delaying it until December 9 because then I can't do nothing. I traded emails with info-en@1xbet and they don't tell me anything relevant, just to wait and wait, but I can't wait until December 9 or I definitely lose the money. The bank Caixa geral de depósitos told me i am completely right on this, the whole situation is ridiculous, and I just wish for a " refund "of the 300€ to my bank account. Refund is not the right word because technically the money is still mine, they are just holding it captive, but it still appears on my bank account as captive until December 9. I have emails traded with the website and screenshots of the bank account ( only safe and necessary information) that I can attach here. I just want this situation solved

Disputed Casino 1xBet Casino

Reason Double charge/Refund

Amount €300

Discussion

AskGamblers

• Support Team

5 years ago

After careful review of all details referring to the case, AskGamblers Complaints Team reached the conclusion that unfortunately player played with the made deposit. And while we may completely understand how frustrating it could be waiting to get the refund in question, we would like to remind the player that it is only up to him/her to refrain from playing in similar situations when the wrong deposit amount has been placed in the first place.

Once player played with the deposit in question, it means that there isn’t a valid subject to claim for and therefore in such situation, AskGamblers Complaints Team has no other option, but to reject the case as the main complaints subject is no longer valid.

We would like to thank both sides for their cooperation and understanding.

Inactive user

5 years ago

I just want to expose another lie by 1xbet here.

They sent me an email today ( attached to this response) where they told me the funds were credited on my account - which is a lie, since my account didn't have those funds. I hope you can see by this how this company works, trying to shut up their critics and lies after lies, as it is explicited here

Inactive user

5 years ago

So, after that reply I urge Askgamblers to intervene, as they saw a video Without any cuts or editing of the deposit process and saw how I never receive any code to deposit money, as I said the screenshots are not illustrative enough and I knew I was going to be called a lier so that's why I recorded the video, and Askgamblers have the proof I don't receive any secret code, if necessary Askgamblers give the video to 1xbet, and state here the truth of what you saw in the video - adulteration of the video is an impossible claim as I sent it seconds after your last reply, I could never edit a video in seconds.

I know that probably this is a lost cause of a complaint due to the fact I indeed bet those values ( I said it before) - but only because of your terms and conditions that don't let me withdraw funds if I don't bet them, what was I supposed to do? Was I supposed to stay with my money frozen in your website? Because if I didn't bet I couldn't withdraw it to my bank account, or am I lying?

I think in this thread it's pretty explicit the liers that 1xbet is, and that is why Askgamblers blacklisted them, you can see they lied in this thread a lot of times, saying I was asked for a secret code to deposit, which is a lie, as the video proves it, they also said that I choose the amount to deposit in another page other than the 1xbet app, which with the screenshots you see its another lie.

The worst is that even with evidence in their last response they back their lie and they affirmed once again that I receive codings to confirm deposits - which is untrue as the evidences clearly point that out - me getting the money is not really relevant anymore, what is relevant is the lies this company exposed here, and that this happened, is happening and will continuing happening to other People, and they get rich by having a flawed system with bugs.

I urge Askgamblers to make a comment on the video I sent and expose here the lies 1xbet posted here.

1xBet Casino

• Representative

5 years ago

Dear @NV17101,
we checked the information about the 3DS verification. This service is connected to your account, so you either receive an SMS code or you have a set of codes from your bank. In any case, the service is connected and you entered the code before the successful transaction

As for your screenshots. Please pay attention, that this screenshot (https://prnt.sc/vy6sr2) is the stage before 3DS verification. Exactly after this stage you entered the 3DS code

In any case, the amount of 300 euros was entered by you personally. There can be no error here. Also, taking into account the fact that you have lost these funds (betting on them), there is no reason to return these funds. You played with this money, used these funds in your account. So you knew that you deposit 300 euros and placed bets on this amount

1xBet Casino Complaint Stats

Resolved 402 / 433

Avg. Amount $2,756

Avg. Complaint Duration 18 days

Avg. Response Time 2 days

1xBet Casino Complaints

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Unjust account block and confiscation of 122559 MAD

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.

Rejected

د.م.122,559

Account suspended after deposit 12735 EGP

"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]

37h left

ج.م.‏12,735

1xbet Casino - Stalling and no update on verification process

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,

44h left

Withdrawal rejected problem in 1xbet

Dear 1xBet and AskGamblers Team,

My 1xBet account has a balance of 6,320 BDT. In this situation, when I requested a withdrawal of 3,100 BDT, it was rejected. After that, whenever I try to make a withdrawal from my account, it is automatically refused.

The refusal reason shows: “Request for documents. Please email the security team. Identification document.”

My account had the New User First Deposit 100% Slot Bonus. I followed all of their rules, placed bets legally, and successfully completed the wagering requirement. This is my first and only 1xBet account. I have never opened a 1xBet account before.

I emailed the 1xBet Security Team 5 days ago regarding this issue, and I also sent clear photos of both sides of my original National ID Card.

Even after 5 days have passed, I still have not received any response from the 1xBet Security Team, which is really disappointing.

My ID: 1780681405

I request the 1xBet Security Team to please resolve my issue as soon as possible so that I can play games and withdraw my money.

38h left

৳3,100

Vip cashback unavailable

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:

Why is my Copper VIP Cashback still unavailable?
When will my 7-day cashback cycle start?
Will the cashback I became eligible for after completing Copper be credited automatically once the technical issue is resolved?
Is my JILI Super Ace activity eligible for the Copper VIP Cashback calculation?
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.

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Withdrawal Pending and Account Verification Delayed for Account ID 1004806711

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:

I recently placed standard bets on the platform and accumulated profits (~4,000 USDT).
When I requested to withdraw my remaining balance of ~2000 USDT, my withdrawal was blocked due to a pending identity verification (KYC).
I have already provided all requested identification documents over a week ago.
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 >

37h left

$2,000

Withdrawal problem One X Bet

Account ID: 629972373
Amount: 34,400.78 EGP

1xBet is holding my balance and refusing all withdrawals.
Reason given: "Account linked to agent".

I deposited money to 9 different agents provided by 1xBet live chat support.
ALL agent numbers are FAKE and not on WhatsApp.
Examples: 19810606055, 17173681477, 17740441281, 17012345678, 18773681009

I contacted support. Agent named "Ammar" closed the chat immediately when I mentioned Curacao license and AskGamblers complaint.

This is fraud and scam. I have been playing and winning but cannot withdraw.

Proof attached: Balance screenshot, Deposit history, Rejected withdrawal screenshots, Chat screenshot.

Please force 1xBet to remove the agent link and allow me to withdraw to my wallet: 01018028374

41h left

ج.م.‏34,401

4 Withdrawals Blocked 934 USD 1xbet 3809975

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.

Rejected

$935

VISA Withdrawal Issues

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:

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

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

Resolved

$1,283

Uncredited Aviator winnings 1xBet ID 1411924577

Account ID: 1411924577
Ticket Reference: TPQ-44918
Game Provider: Spribe (Aviator)
Disputed Amount: 663.30 EUR

On August 5, 2026, I experienced a technical currency conversion error while playing Aviator by Spribe on 1xBet.

I contacted the game provider Spribe directly, and they conducted an official investigation. Spribe provided me with detailed technical logs confirming that there were no errors on the game provider’s side, and that the funds (663.30 EUR) were processed correctly in units, but miscalculated by 1xBet’s internal system during currency conversion.

I forwarded all official proofs and technical logs from Spribe to 1xBet support 12 days ago (Ticket TPQ-44918). Despite receiving full proof from the software developer, 1xBet support keeps ignoring the facts, sending automated replies that the issue is "under investigation," and refusing to perform a manual balance adjustment.

It has been 19 days since the incident, and 1xBet is unreasonably withholding my funds. I ask AskGamblers to assist in escalating this issue to 1xBet representatives so they can perform a manual balance credit of 663.30 EUR.

Resolved

€663