Verification is taking more than 30 days

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.

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

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.

After winning on 1xBet, my account was blocked, and despite providing all the requested verification documents—including my government ID, deposit screenshots, and even a medical mental health certificate—my account remains restricted for almost a month. No email update from the block team.
Account ID: 1796659583

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

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