Complaint #1684 1xBet Casino

Unjustified Account Block and Confiscation of Funds

By Lamiaa C.

4 months ago

Complaint Description:

"On 29/04/2026, I deposited 122,559 MAD into my 1xBet gaming account (ID: 1648491937). Only 5 minutes after this deposit, 1xBet blocked all my withdrawal, deposit, and betting functions without any explanation.

I immediately contacted their live support, who instructed me to email security-en@1xbet-team.com. Following their instructions, I reached out to that department, who then redirected me to retail@1xbet-team.com. 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

Disputed Casino 1xBet Casino

Reason Delayed payment

Amount د.م.122559

Discussion

AskGamblers

• Support Team

4 months ago

Dear @Lamiaa10,

Following a careful review of valid information and proof presented by 1xBet Casino management, the AskGamblers Complaint Team confirms that the issue, subject to this dispute, is referring to payment agent activities. The user is not being reviewed as a casino player, and the account is not a standard gaming account used for placing bets or participating in gambling activities. and has nothing to do with casino-related matters. Unfortunately, that means the case has been submitted in violation of the AGCCS Guidelines, section Not a casino-related issue and therefore, this complaint is being rejected.

Please keep in mind that following all AGCCS Guidelines is mandatory.

Inactive user

4 months ago

Stop making excuses and trying to pass the buck! My position is crystal clear, and your transparent delaying tactics will no longer work in a public forum.

1. You claim this is a Retail matter, yet I have already complied: As per your internal directions, I already sent a comprehensive formal complaint with all verified evidence to retail@1xbet-team.com way back on May 22, 2026. It has been nearly a month, and your so-called "Retail Department" has intentionally ignored my emails and provided absolutely zero response. This proves that directing me there is nothing but a calculated strategy to stone-wall my legitimate claim.

2. This is NOT a complex corporate network; this is a Player Account: Stop mischaracterizing my case to evade public accountability. This is a standard, personal player account that I created myself, verified myself, and funded entirely with my own hard-earned personal capital. Forcing a retail/agent protocol onto a direct consumer dispute is a deceptive attempt to delay the payout of my frozen funds totaling 122,559 MAD.

3. 1xBet's Intentional Delays and Deception: It is now painfully obvious to me, to AskGamblers, and to the public that 1xBet is acting in bad faith. You are engaging in deliberate evasion and bureaucratic runarounds solely to avoid paying out my rightful funds. This is a textbook definition of corporate exit-scamming and fraud.

4. Escalation to CADRE ADR and Curaçao Gaming Authorities: Let it be known publicly that I am no longer relying on your unresponsive internal departments. I have officially escalated this entire dispute to the Curaçao Alternative Dispute Resolution Entity (CADRE) under Case No: 3322342750.

Furthermore, a formal regulatory non-compliance case is being filed directly with the Curaçao Gaming Control Board (GCB) against your operator company and corporate license. I have all your official, active regulatory information ready for legal action:
* License Authority: Curaçao Gaming Control Board / Curaçao Gaming Authority
* Operator Company: Caecus N.V. (Company Registration No: 163779)
* Official License Number: OGL/2024/1262/0493 (Active & Issued on November 07, 2024)

Under the strict new GCB regulations, any operator under license OGL/2024/1262/0493 found guilty of unlawfully confiscating direct consumer capital faces immediate regulatory sanctions, public blacklisting, and potential license suspension.

If 1xBet cares even slightly about its global reputation, the compliance team must immediately step in, bypass this dead-end retail loop, and release my 122,559 MAD without further fabricated excuses. I will keep this AskGamblers complaint open and active until every single penny is rightfully returned.

1xBet Casino

• Representative

4 months ago

Hello,

Thank you for your message.

Our position on this matter remains unchanged.

As previously explained, all questions related to this case must be addressed directly to the Retail Department via:

retail@1xbet-team.com

This department is solely responsible for reviewing such cases, conducting the necessary verification procedures, and communicating with account managers regarding these matters.

Unfortunately, we do not have access to the information required to investigate or process requests of this type. Therefore, we are unable to provide any further details or updates regarding your case.

For this reason, we kindly ask you to continue communication with the Retail Department and your responsible manager. They are the only parties authorized to review and resolve this matter.

Best regards,
1xBet Team

Inactive user

4 months ago

Dear AskGamblers Team,

I strongly reject the operator's response. This is a coordinated, malicious attempt to mislead the forum, stall for time, and hold my legitimate funds indefinitely through absolute contradiction.

The operator claims that their 'position remains unchanged' and shamelessly tells me to wait for a reply from retail@1xbet-team.com. However, their internal support team has already given me a definitive, contradictory answer that proves they have no intention of resolving this through email.

I am officially submitting clear proof from a live chat session with their support agent Rhea (verbatim in file 1000142270.jpg). When questioned about my blocked withdrawals, the agent explicitly stated: "Please be informed that the company ended collaboration with you, unfortunately."

Look at the absolute chaos and dishonesty of 1xBet's behavior:
1. The 23-Day Ghosting: I sent my official email to retail@1xbet-team.com on May 22, 2026. Today is June 16, 2026. I have been ghosted with 23 days of total silence.
2. The Internal Verdict: While they tell AskGamblers that my case is under 'review' and I should wait, their live support openly tells me that cooperation has already been permanently terminated (file 1000142270.jpg).
3. Public Deflection: On Trustpilot, they tried to publicly discredit me by claiming I am an 'affiliate' and giving me a fake, bouncing email address (support@partners1xbet.com). Now they excuse it as a 'general recommendation.'

They are talking out of both sides of their mouth. They tell me privately that they have ended collaboration, they ignore my emails for nearly a month, and then they come to AskGamblers asking for more time to 'review' an account they already decided to close. This is a classic exit-scam tactic to confiscate my 122,559 MAD without any contractual justification.

If 1xBet has already 'ended collaboration' with me, they must state the exact, concrete reason right here on this public forum and release my frozen balance immediately. I request the AskGamblers team to refuse their delaying tactics and hold this operator fully accountable for fraud.

1xBet Casino Complaint Stats

Resolved 420 / 452

Avg. Amount $2,654

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

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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.

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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?

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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.

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Verification is taking more than 30 days

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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.

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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

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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.

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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

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