Complaint #1357 1xBet Casino

Urgent request for 1 year account suspension and refund following unprocessed Self Exclusion request

By Luckylarry61

1 year ago

I am submitting this complaint regarding 1xBet’s failure to process my self-exclusion request submitted on May 23, 2025, requesting a one-year account suspension due to serious gambling-related concerns. I have attached a screenshot of this initial request.

1xBet responded the same day, asking for passport verification. At that time, I did not have access to my passport to provide this information. However, I also spoke by telephone with a live support operator, clearly communicating my intention to self-exclude for one year.

Despite my clear and timely request, my account remained active. I was able to continue depositing funds and gambling after May 23, 2025.

I would like to provide the following timeline of my efforts and 1xBet’s failure to act:

May 23, 2025: Submitted a self-exclusion request on 1xBet’s platform, requesting a one-year suspension due to gambling problems.

May 23, 2025: Received a reply requesting passport verification.

May 24, 2025: Contacted live support by telephone to confirm my self-exclusion request and explained my inability to provide passport verification at that time.

May 23 – June 25, 2025: Despite my request, my account remained active, and I was able to deposit over $74,000 CAD during this period.

The continuation of gambling after my exclusion request caused significant financial harm and emotional distress. I reached out proactively to stop gambling and took responsible steps to do so, but 1xBet failed in their duty to enforce the exclusion promptly.

As a licensed operator, 1xBet is responsible for enforcing self-exclusion requests quickly to protect players. Their failure to do so is a breach of responsible gambling practices.

Therefore, I am requesting:

Immediate suspension of my account for one year, or permanent closure if possible, as I have communicated the urgency of my exclusion request despite being unable to provide verification documentation.

A refund of all deposits made after May 23, 2025, minus any withdrawals, as these deposits were made after my explicit request to self-exclude and represent financial harm caused by 1xBet’s failure to act.

Thank you for your attention and assistance in this matter. I am happy to provide any additional information or documentation required to support this complaint.

Disputed Casino 1xBet Casino

Reason Self-exclusion

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that 1xBet Casino management acted in accordance with their Terms and Conditions. The player did not specifically mention a gambling-related issue, but rather focused on the money spent.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

1xBet Casino

• Representative

1 year ago

Dear Luckylarry61,
Dear AskGamblers Team,

Thank you for your continued engagement.

We would like to clarify that the player’s account has now been blocked. However, there are no grounds for a refund in this case.

According to the platform’s rules, in order to block an account, the player must provide specific documentation. Unfortunately, he did not submit the required documents at the time of his initial request, so the blocking process was not completed from his side.

We would also like to note that in his previous communications during that period, the player did not mention gambling addiction. His account was blocked immediately after he brought up this issue recently, in accordance with our Responsible Gambling policy.

As previously mentioned, we are not authorized to share materials from our internal systems. However, the player has access to the same correspondence and, if he wishes, he is free to share the full history of his communication with the Block Department directly with the AskGamblers administration.

Best regards,
1xBet Team

Luckylarry61

• 2 reviews

1 year ago

Dear AskGamblers Team,

I would like to provide an update on my complaint.

1xBet has confirmed that my case remains under review, and I appreciate their continued communication on this matter. However, I am still waiting for a clear timeline on when I can expect a resolution or meaningful next steps.

Given the seriousness of this case and the amount involved, I kindly request that AskGamblers encourage 1xBet to provide a concrete timeline for resolving this complaint.

Thank you for your ongoing assistance in helping to move this process forward.

Luckylarry61

• 2 reviews

1 year ago

Thank you for your update and for confirming that my case is being reviewed by the appropriate department. I appreciate your continued attention to this matter.

Could you please provide me with an estimated timeline for when I can expect the next update or resolution? This will help me plan my next steps and ensure we can bring this matter to a fair conclusion as soon as possible.

Thank you for your cooperation.

1xBet Casino Complaint Stats

Resolved 421 / 454

Avg. Amount $2,643

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

See all complaints for this casino

270000 UZS deducted for Aztec Wheel bonus purchase but bonus spins were not received

I am submitting this complaint regarding missing funds and an unresolved issue with the Aztec Wheel game on 1xBet.

On October 5, 2026, between approximately 16:00 and 16:35 (Uzbekistan time, UTC+5), I entered the Aztec Wheel game.

I clicked the “Buy Bonus” feature, which allows players to purchase a bonus round instead of placing a regular bet. I selected and purchased the bonus worth 270,000 UZS. This purchase was supposed to provide me with 3 bonus spins.

However, immediately after the purchase, my internet connection froze and I received a connection error. The game closed unexpectedly.

When I reopened the game, I discovered that:

* 270,000 UZS had been deducted from my balance.
* I had not received the 3 bonus spins.
* No winnings had been credited.
* There was no record of the bonus purchase in my game history.

My remaining balance after the deduction was 30,000 UZS.

I have contacted 1xBet customer support several times regarding this issue. My complaint reference number is TPQ-57705.

For approximately one month, I have been receiving only generic responses such as “we will expedite the investigation” and “your request is being reviewed in order.” However, I have not received a clear explanation, investigation results, or a refund.

I request that 1xBet investigate this incident by checking the transaction records and the Aztec Wheel game provider’s server logs.

Please either restore the 3 purchased bonus spins or refund the deducted 270,000 UZS to my account.

I would also appreciate a clear and specific explanation of what happened to my purchase.

91h left

UZS270,000

Account solve

Helo..My ID:1818505361

< personal information removed >

My account has been suddenly restricted for a week from 27/10/2026 , I tried mailing to security team from my official email regarding my issue. And I submitted all the Identification documents required. I haven't received any response from the security team, though I received a reply from their general email ID. As it has been a week, please resolve my issue as soon as possible. For clarification, I am submitting all the photo identification required. Please solve my issue on 1 x bet app.

Regards

83h left

My withdrawal money stuck in 1xbet

Subject: Official Complaint Against 1xBet Regarding Unfair Withdrawal Block – Account ID: 517094747

Dear Dispute Resolution Team,

I am writing to formally lodge a complaint against the online bookmaker 1xBet regarding an unresolved financial dispute and the unfair withholding of my legitimate funds.

Despite fully complying with all their platform terms, verification processes, and guidelines, 1xBet has blocked/delayed my withdrawal request without any valid justification. Furthermore, their customer support team has provided repetitive, scripted responses and refused to resolve the matter seriously.

Here are the details of my account and the disputed transaction:

• Player ID / Account Number: 517094747

• Registered Email Address:< removed and sent to the casino >

• Registered Phone Number: < removed >

• Date of Withdrawal Request: October 28, 2026

• Amount of Disputed Funds: 12020 BDT

• Reference No : 5463962647

• Ticket No : 24823183

Description of the Issue:

I requested a withdrawal of the aforementioned amount after successfully generating winnings on the platform. My account is fully verified, and I have previously submitted all required identification documents. However, the withdrawal has been kept in a 'pending' or 'rejected' status indefinitely.

When I contacted 1xBet customer support, they failed to provide any concrete explanation or timeline for the release of my funds. Instead, they ignored the core issue and offered generic delays.

I have attached all necessary evidence to this complaint, including screenshots of my account profile, the pending withdrawal transaction history, and the chat transcripts with their customer support team.

As a consumer, I expect fair treatment and transparency. I kindly request your intervention to investigate this matter and compel 1xBet to release my withheld funds immediately.

Thank you for your time, assistance, and dedication to maintaining fairness in the gaming community.

Sincerely,

83h left

৳12,020

Authorized Agent Alnakdi cash

Complaint Details:
Casino Username / Account ID: 1615875669
Disputed Amount: 10,000 SAR
Withdrawal Reference Number: 5360593911
Date of Incident: October 4, 2026
Description:
I am submitting this formal complaint against 1XBET regarding an unresolved and fraudulent withdrawal issue involving one of their authorized local agents, "Alnakdi cash".
On October 4, 2026, I requested a withdrawal of 10,000 SAR (Withdrawal Ref: 5360593911) through the mentioned agent, who confirmed the transaction. However, after the funds were processed/deducted from my casino balance, the agent refused to transfer the money to my bank account. Instead, the agent engaged in extortion tactics, demanding an additional deposit/transfer under false pretenses, and eventually blocked me on WhatsApp after I refused. This malicious act also caused me severe financial and personal damages, as I missed a critical car reservation payment.

I immediately reported this fraud to 1XBET’s support team via email (attaching all WhatsApp chats, transaction proofs, and details). Unfortunately, for nearly a month, I have received nothing more than automated, dismissive template responses stating that “the request is under processing by the relevant department and no timeframe can be provided”, while the fraudulent agent continues to operate on their platform.

Since 1XBET officially authorizes and partners with these agents for financial operations, the platform bears full responsibility for safeguarding player funds and ensuring secure transactions.
Requested Resolution:
I kindly request AskGamblers to intervene, compel 1XBET to conduct an immediate manual review, hold their agent accountable, and fully refund/credit the 10,000 SAR back to my account or bank.
Attachments Provided:
Official 1XBET withdrawal order and transaction history logs (Ref: 5360593911).

Full email correspondence and initial reports submitted to 1XBET support.

Evidence and chat logs proving the agent’s fraud and blocking action.

45h left

ر.س.‏10,000

1xBet has been blocking my withdrawals of 20650502 FCFA

Good morning,

I would like to file an official complaint against 1xBet regarding the blocking of my withdrawals and the lack of response from their security service.

My 1xBet account has a balance of 20,650,502 FCFA, which I cannot currently withdraw due to a security check.

On October 3, 2026 at 10 p.m., I contacted the 1xBet security service and sent the requested supporting documents, including photographs of my passport, a selfie with my passport and documents relating to my transactions.

Despite my cooperation and my many reminders, I have not received any response to move forward or close this audit.

Today is October 27, 2026, 24 days after my first email.

I have contacted customer service several times. The agents confirm that my account is being verified, but indicate that they cannot intervene or communicate a resolution period.

I specify that I had previously made several withdrawals on this platform without encountering any problems.

I do not dispute the principle of identity verification. On the other hand, I dispute the prolonged absence of processing and communication concerning funds of such a large amount.

I officially request:

1. An intervention by AskGamblers with 1xBet.

2. A precise explanation regarding the extended blocking of my account.

3. The completion of the verification procedure within a reasonable time.

4. The restoration of my right of withdrawal in order to recover my 20,650,502 FCFA.

I have the exchanges with customer service, emails sent to the security service and the necessary supporting documents to support my claim.

I thank the AskGamblers team for their intervention and remain available to provide any additional information.

Sincerely.

58h left

CFA20,650,502

Vip Cashback problem

Hello I have a problem with vip Cashback since 2 weeks and no Cashback is available I talked to them several times and no relvoving issue yet I tried to update the app and no change. Everytime I called them they run out of solving the problem. I sent them an email and no reply. I used to get my Cashback every week now they didnt reflect any amount and my calculations by their rules should reflect a good amount so I need help to get out this issue.

Resolved

$220

Uncredited deposit of 1002734 Colombian Pesos from September 16

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.

Thank you very much for your help

85h left

$1,002,734

My VIP cashback is not available

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?

Thank you for your assistance. I look forward to your response.

Resolved

2000 EGP deposit not credited to my account 30 days without resolution

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.

Thank you very much for your time and assistance.

Kind regards,

Unresolved

ج.م.‏2,000

Verification is taking more than 30 days

Operator: 1xBet

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.

I kindly request that you review the attached evidence file so that the mediation process with the operator (1xBet) can proceed. Thank you very much for your time, assistance, and guidance.

Best regards,

29h left

$12,294,204