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1xBet Casino - Unreceived withdrawals

RESOLVED
Complaint Info
Disputed casino 1xBet Casino
Reason Other
Amount ₩ 409097
Posted on August 27, 2021

Hello,


There are two withdrawals on 1xbet that I didn't receive but that have been confirmed by an operator for a total amount of 409,097 wons.


I never faced this issue within 5 months (and withdrawn more than 15M wons) I always received the withdrawals immediately (as it's a Korean domestic transfer).


- 30 000 wons made on Aug 21, 2021, 05:12.

- 379 097 wons made on Aug 23, 2021, 11:52.


I contacted info-e­[email protected]­xbe­t-t­eam.com right away with my bank statement after I noticed that the withdrawals have been confirmed by the operator but they keep saying that I have to contact my bank.


I have been to my bank yesterday and sent them an official new bank statement but they just have the same response.


It's been now 5 days that I didn't receive more information from them but I will let you know guys.

Posted on August 29, 2021

Hello,

It's been now 8 days since my first withdrawal that still didn't receive two of your transfers.
- 30 000 wons made on Aug 21, 2021, 05:12.
- 379 097 wons made on Aug 23, 2021, 11:52.

I sent them my bank statement for 29th august 2021 but haven't received an answer since Friday 27th august.
For your information, I have played again on the 1XBET platform and successfully withdrawn yesterday. (28th August 2021)

Please compare the status of the last withdrawals with the unreceived ones.

Cordially,

Posted on August 30, 2021

Dear BYKEVINOUUN,

Thank you for contacting us. To check all the information we need more details. Please specify your client ID, the exact date, time and amount of your transaction and payment system that you used. We will surely check all the necessary information and get back to you with an answer

Best regards,
The 1xBet Support

Posted on August 30, 2021

Hello, here is the requested information.

- Client ID: 286242429
- 30 000 wons made on Aug 21, 2021, 05:12.
- 379 097 wons made on Aug 23, 2021, 11:52.

I have made the withdrawal requests to my Korean Bank account: KEB Hana Bank.

As I said, I have sent you by email my official bank statements from 21st August to now. Please look at it.

Posted on August 30, 2021

As I want to add that I made successfully withdrawn money on 28th August 2021, and received it almost instantly after the operator's confirmation. Please refer to the attached screenshots and my bank statement by email.

Posted on August 31, 2021

Dear BYKEVINOUUN,

Thank you for providing all the necessary data. We have checked all the information on your request with the Security Service. The payments from 21.08. and 23.08 were confirmed and have been credited to you on 23.08 and 24.08. This information is present in your bank statement, which was pointed out to you by the Support Service. If you have any other questions - we are always in touch and ready to help you in any situation

Best regards,
The 1xBet Support

AskGamblers
Posted on August 31, 2021

Dear @Bykevinouun,

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.

Posted on August 31, 2021

Hello,
You are making a big mistake, I haven't received 30,000 wons and 370,097 wons on 23.08 and 24.08.
Here again my bank statement between 21.08 to 31.08.

Posted on August 31, 2021

Also, your specialists didn't mention to me that I received them on that day.

As I said, I made other withdrawal and received them but not the two withdrawals amounts mentioned above.

Posted on September 1, 2021

Dear BYKEVINOUUN,

We have checked all the information on your request. The statement that you provided to the Security Service contains information that both payments were successfully paid to you:
1) Payment of 379 097 was credited to you on 08/23/2021 at 11:56:08
2) A payment of 30,000 was credited to you on 08/24/2021 at 05:10:35

Please check your account.

All the best,
The 1xBet Support

Posted on September 2, 2021

Hello,

I would like that you take me seriously and stop pretending that the funds have been received.
That's a really ashamed and disappointing attitude from customer service, here again, my bank statement on September 2nd, 2021, and have a look again, please.

I have successfully withdrawn money from your platform this yesterday (550.000 wons received from your bank 유한회사)

If you insist, my bank has requested the transaction details (bank account name, bank account number, amount) or I can arrange a phone call with them also.

Please be check it more carefully.

Posted on September 2, 2021

I received the official bank statement with their stamp (page 2) from 21st to 24th august and I didn't receive the two deposits you are referring to. (on 08/23/2021 at 11:56:08 and on 08/24/2021 at 05:10:35)

Please make sure you send it to the correct bank account. I also attached the proof of withdrawal and verify the bank information, and everything looks correct on my side.

Posted on September 6, 2021

Dear Bykevinouun,

Thank you for providing an additional data. We sent an additional request to the appropriate department of the Company regarding your question. As soon as we receive new information on your situation, we will immediately back to you with an answer

Best regards,
The 1xBet Support

Posted on September 6, 2021

After discussing 3 hours with the customer service and provided a bank statement with a stamp, they finally accepting to refund me (by canceling the withdrawals on my 1XBET account).
They canceled the first withdrawal of 30,00 wons, now I am waiting for the second refund then I will ask for a new withdrawal again.

Once the money is received, I will close the ticket here.

Posted on September 6, 2021

[UDPATE]
The second withdrawal will be directly sent to my account within 24 hours.
I will close the ticket once the money will be received.

Thanks again for 1xbet support.

Posted on September 7, 2021

Dear BYKEVINOUUN,

Thank you for waiting. We have checked all the information on your request. The payments from 21.08. and 23.08 were confirmed and have been credited to you. If you have any other questions - we are always in touch and ready to help you in any situation

Best regards,
The 1xBet Support

Posted on September 7, 2021

Hello,

I had discussed with your Korean support yesterday and they refunded me the withdrawal on 21.08.
As the screenshot mentioned, I will be refunded for the 2nd unreceived withdrawal today directly in my bank account. Please be informed.

Posted on September 8, 2021

I still haven't received the transfer of 379,097 wons on my account. I contacted 1XBET support they are now asking me to contact my bank again.

I don't understand the situation anymore.

18 days that I keep fighting for that withdrawal, and they give me different status every day.

Last 6th August, one of their online consultant told me that I will receive the money within 24 hours. Now they are telling me that money on 23rd august has been successfully sent and I need to contact my bank.

I provided my bank statement with a stamp on the bank on 25th August. I am tired of fighting, I will go to the police office and complain against their company and Korea bank account.

Posted on September 8, 2021

Last 6th september* sorry.

Posted on September 8, 2021

Still no answer. I can't understand why it's taking so long.

I have been to the bank, they are asking for the deposit number for the transfer of 379,097 wons made on 23rd August.
As I said, there is nothing I can do with the screenshot you provided to me by email.

Please send me the details of the transaction by email.

Posted on September 9, 2021

17 days in a row that I am fighting for that withdrawal. I sent my bank statement every day by email that they can verify, but they keep saying that the withdrawal has been successfully made on their side.

They provided me a screenshot with a date, my name, and the amount (which is incorrect btw, I withdrew 379,097 wons not 379,597), anyway I asked them to provide me a screenshot that includes the deposit ID that the bank can verify the status of the transaction..

Still waiting.

Posted on September 9, 2021

You don't realize how long is it to wait 17 days for a withdrawal. how tiring is it to go to the bank every day to request a bank statement and receive the same unhelpful screenshot every day.

Please realize the situation you are putting me in and if I am running after you this way means that I am having a hard time financially and you are making it harder.

Please help me by contacting Woori bank about the transaction or send me a more detailed document that will be helpful. I did everything in my position to give you all the proofs you need..

Posted on September 9, 2021

Dear BYKEVINOUUN,

The Support Service has provided you with the correct confirmation that payments from 21.08. and 23.08 have been credited to you. Also, please note that account and bank name information is strictly confidential, therefore not applicable for sharing to third parties. If you have any additional questions, we are always ready to help you

Best regards,
The 1xBet Support

Posted on September 9, 2021

Hello, my concern is why would you ask for my bank statement if you don't have a look at it ?

You don't care if your customer has received it. The information provided is simply a screenshot showing my name, a date and a amount.

You gave me a document which is totally useless for the bank and that doesn't help them to verify the transaction.

As I said I don't need the bank name and account number anymore but the DEPOSIT ID of the transaction requested by the bank.

Best regards.

Posted on September 9, 2021

For those who wonder what are the documents they sent me, you can find here in the attachments.

That shows how serious is the support when you request proof of withdrawals.

My bank account number account doesn't even appear om the documents.

Now I invite any of you to discuss with you bank with those screenshots.
Ridiculous.

Please send me documents that will help a bank to verify the status of the deposit.

AskGamblers
Posted on September 9, 2021

Dear 1xBet Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your claim that the payments from 21.8. and 23.08. were credited to the players account. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

In addition please assist the player to track down the payment in question by providing him with the required information.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Posted on September 13, 2021

Hello.

I have received a screenshot of the deposit from 1XBET, so I went to their bank with the provided document to verify the status of the transaction but they told me the remittance wasn't completed.
I called my bank customer center and they confirmed it too.

So please check it again.

Posted on September 13, 2021

To be more precised, your bank said that the provided document is a screenshot taken before the sending the remittance.

Hana bank requested for the receipt of deposit if you insist that the money has been successfully sent.

Posted on September 13, 2021

Dear BYKEVINOUUN,

Thank you for waiting. We additionally checked the information on your situation with the Security Service. Withdrawals from 21.08 and 23.08 were canceled because their destination was entered incorrectly. At the moment, the withdrawals have been refunded to your game account. You can make a new withdrawal request. We kindly ask you to be extremely careful when you create a new withdrawal request and follow all the instructions.
Please, if you will have any additional questions, we are always in touch and ready to help you in any situation

Best regards,
The 1xBet Support

Posted on September 14, 2021

Hello.

So it took you 20 days to find out that the money has been returned to you?
I wish you can be right, but unfortunately, I have double-checked my withdrawal requests and my bank information was correct. (Here are the attachments)

Anyway, thank you for fixing that issue and gave me my money back.

AND PLEASE, improve the quality of your customer service and CONTACT THE PLAYER directly when the withdrawal has failed.

It was horribly unfair and tiring that the player needs to provide plenty of documents and deal with his bank when the money is not received, while you guys can verify it IMMEDIATELY.

Your support asked my bank statement first without the transaction, then keep saying that the money was successfully transferred and ask me to contact my bank for 18 days in a row.

That was totally disgusting.

Also, I really want thank you so much to @ASKGAMBLERS for your help.

AskGamblers
Posted on September 14, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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