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situation, AskGamblers Complaints Team has no other option, but to reject the case as the main complaints subject is no longer valid.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 415 / 447

Avg. Amount $2,677

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, 228 out of 248 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

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

55h left

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

Resolved

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

81h 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]

83h 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

Resolved

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,

Resolved

$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.

Resolved

₱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.

Resolved

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.

Resolved

$160