Complaint #1856 1xBet Casino

VIP CashBack Unavailable

By Aung Pyae P.

3 weeks ago

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.

Disputed Casino 1xBet Casino

Reason Bonus not given

Discussion

AskGamblers

• Support Team

1 week ago

Dear @Aung_Pyae_Phyo,

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.

1xBet Casino

• Representative

2 weeks ago

Hello!

VIP Cashback is a return of part of the amount based on the results of your gaming activity in the casino sections. The cashback amount depends on your VIP level, from Level 1 to Level 8.

For Levels 1–7 (Copper–Diamond), cashback is calculated based on your overall gaming result since your last cashback payment:

(Total amount wagered − total winnings) × cashback percentage.

For example, if you have wagered €1,000 and received €700 in winnings since your last cashback payment, the difference is €300. If your cashback rate is 5%, your calculated cashback will be €15.

It is important to understand that cashback is not simply awarded for every bet you place. It is calculated based on your overall gaming result. If your total winnings are equal to or higher than your total bets, there is no positive difference, so no cashback will be credited for that period.

To receive cashback on the last day of the calculation period, your balance must be €2 or less. Bets placed within 24 hours before requesting cashback are not included in the calculation.

Cashback is available for slot games, excluding table games. However, in the Live Casino section, only selected games are included. To check whether a particular game contributes to VIP Cashback, open the game and look for the “VIP Cashback XX%” label.

For Level 8 (VIP), a different calculation method applies: cashback is calculated separately from each bet, regardless of whether the bet is winning or losing. The percentage depends on the game category:
• Slots — 0.25%;
• Live Casino — 0.1%;
• Lotteries — 0.2%;
• Table games — 0.05%.

These are the main conditions of the program. You can find the full rules in your account under “VIP Cashback → Rules”.

In the same section, you can also check your current VIP level, the amount of cashback you have accumulated, and the amount currently available to claim. To request your cashback, click “Get”. Please note that the cashback may not be credited immediately, as all requests are subject to review and are processed in order.

Best regards,
1xBet Team

AskGamblers

• Support Team

2 weeks ago

Dear 1xBet Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

1xBet Casino

• Representative

3 weeks ago

Hello,

Please provide your account ID, so we can help you.

Waiting for your reply.

Best regards,
1xBet Team

1xBet Casino Complaint Stats

Resolved 416 / 448

Avg. Amount $2,671

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, 230 out of 250 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

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

72h left

$1,002,734

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,

48h left

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,

70h left

$12,294,204

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

35h left

$1,000

Account blocked after a win

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

35h left

$40,000

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

Resolved

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

41h 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]

Rejected

৳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