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Subject / Complaint Title:

System Glitch & Unsettled "Beat 1xBet" Bonus - Account ID: 18826449

Complaint Details:

Player Account ID:18826449

Casino / Bookmaker: 1xBet

Disputed Amount: €300.00

Date of Event: 27.07.2026 (00:50)

Description of the Issue:

I am submitting a formal complaint against 1xBet regarding an unresolved technical glitch and unfair application of terms on my completed "Beat 1xBet" bonus promotion.

1. Completion of Wagering Requirements:

I activated the "Beat 1xBet" bonus promotion, which required a total wagering target of €9,000. I actively placed bets and successfully fulfilled 100% of the rollover requirement. At the precise moment the €9,000 threshold was reached, my bonus account had a positive balance exceeding €1,000.

2. System Error & UI Delay:

According to Rule 6 of the promotion's Terms & Conditions, the bonus must automatically settle immediately upon reaching the wagering requirement, transferring the remaining funds (up to the maximum €300 bonus limit) to the real balance.

However, 1xBet's user interface suffered a settlement processing delay. Instead of auto-closing the offer at €9,000, the interface kept the promotion open, allowing the progress counter to reach €9,960.77 while continuously absorbing bets.

3. Official Account Records & Proof:

- My Account Transaction History officially registered an entry on 27.07.2026 at 00:50 reading: "300.00 EUR bonus credited to account".

- The active promotion tab officially displays: "9960.77 / 9000 EUR".

4. Unfair Rejection by Support:

When I contacted live support, agents repeatedly dismissed the technical log and argued that the bonus was lost under Rule 8 (balance reaching zero). 

This argument is logically and technically invalid: If the bonus balance had reached zero BEFORE completing the €9,000 wager, the system would have instantly cancelled the promotion and reset the progress bar. The fact that the system registered €9,960.77 / €9,000 proves the target was met while the promotion was fully valid and active. Rule 8 cannot be applied retroactively to a completed offer due to a platform settlement delay.

Desired Outcome:

As a 10-year customer with a high monthly volume (~€50,000), I request that 1xBet perform a manual review of my account logs for timestamp 00:50 on 27.07.2026 and credit the legitimate €300.00 EUR to my real account balance.

Attached Evidence:

1. Screenshot of the completed wagering progress showing €9,960.77 / €9,000.

2. Screenshot of Transaction History showing the "+300.00 EUR credited" entry at 00:50.

3. Live chat transcripts showing support refusal and automated responses.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xbet.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify how much your current balance is in the casino? Would you be able to share a screenshot of your balance?
• Could you please explain how the 1000€ in real money fits into the events of this case?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello. My balance is currently zero. I withdrew the funds

—the €1,000 balance was the bonus amount I had to wager. I deposited €300, and they gave me €300 to meet the €9,000 wagering requirement on 1xbet games. I played Blackjack 21, and when I reached the €9,000 wagering requirement, I had more than €300—close to €1,000, I think. But the wagering progress bar didn’t move, so I thought I hadn’t completed it yet, but from the screenshot, you can see that I had already completed it.

Olá. Atualmente o meu saldo é zero. Eu levantei os fundos

o saldo de 1000€ era o que tinha em bónus a fazer o wager. Eu depositei 300€, e dão me 300€ para fazer o wager de 9000€ nos 1xbet games. Eu fiz no blackjack 21 e quando atingi os 9000€ wager tinha mais de 300€ perto de 1000€ penso que. Mas a barra de wager não mexeu pensei que ainda não tinha completado mas pela foto verifica se que tinha já completado.

To clarify

I’d like to clarify that the €1,000 is not a deposit or real money from my own pocket.

It was the balance in my bonus account at the exact moment when the rollover progress reached the €9,000.00 required by the promotion.

The promotion rules state that:

"After redeeming the bonus, your main account will be credited with the remaining bonus funds upon completion of the bonus, but not exceeding the initial bonus amount [€300]."

The main issue is this:

 At the exact moment the €9,000.00 wagering requirement was met, my bonus balance was approximately €1,000.00 (far exceeding the initial bonus amount of €300).

 As a rule, the system should have closed the bonus session and credited the €300.00 to my main account at that very moment.

 However, due to a processing delay (lag) on the platform, the bonus did not close and continued to accrue improperly up to €9,960.77, depleting the bonus balance through wagers made after the target had been met.

My own Transaction History confirms that the approval transaction was generated on July 27, 2026, at 12:50 a.m. with the message: "300.00 EUR bonus credited to account."

I am available to provide any screenshots or additional proof.

De forma mais esclarecedora

Gostaria de esclarecer que os 1.000€ não se tratam de depósito ou dinheiro real do meu bolso.

Tratava-se do saldo existente na minha conta de bónus no segundo exato em que o progresso do rollover atingiu os 9.000,00€ exigidos pela promoção.

A regra da promoção estabelece que:

"Após o resgate do bônus, sua conta principal será creditada com os fundos de bônus restantes, no momento da finalização do bônus, mas não excedendo o valor do bônus inicial [300€]."

O problema central é este:

 No segundo exato em que os 9.000,00€ de aposta foram atingidos, o saldo do meu bónus era de cerca de 1.000,00€ (muito superior ao valor do bónus inicial de 300€).

 Por regra, o sistema deveria ter encerrado a sessão de bónus e creditado os 300,00€ na minha conta principal nesse preciso instante.

 No entanto, por uma falha de atraso de processamento (lag) da plataforma, o bónus não encerrou e continuou a contar indevidamente até aos 9.960,77€, consumindo o saldo de bónus em jogadas posteriores à conclusão do objetivo.

O meu próprio Histórico de Transações confirma que a transação de aprovação foi gerada no dia 27.07.2026 às 00:50h com a mensagem: "300.00 EUR bonus credited to account".

Fico à disposição para enviar qualquer captura de ecrã ou comprovativo adicional.

Thanks for the explanation.

I am afraid I don't understand the core of the issue, and I am unsure how we may assist you.

From our point of view, the initial bonus amount was applied as indicated in the casino's records initially, and the 1000€ bonus balance stayed on your account. According to the screenshot provided, there was no remaining bonus balance to be credited to your player's real money balance, since it was supposedly spent during bonus wagering. We can't conclude that you are eligible for any extra 300€ based on your description of events.

Please let me know if there is any information I overlooked or misunderstood.

Dear Mediator, 

Thank you for your response. There is a fundamental misunderstanding regarding the TIMELINE and the TECHNICAL CAUSE of this issue. Please allow me to clarify point by point:

1. THE ROLLOVER WAS 100% COMPLETED WITH >€1,000 BALANCE

I did NOT lose the balance while completing the €9,000 wagering requirement. The requirement was fully met, and at the EXACT SECOND the final qualifying bet settled, my bonus account balance was over €1,000.00. 

2. THE CONTRACTUAL CONVERSION RIGHT (POINT 6)

Under Point 6 of the terms, at the "moment of bonus settlement" (when the €9,000 is reached), the remaining bonus balance converts to the main real-money balance, capped at the maximum bonus amount of €300.00. At that exact millisecond, I acquired the absolute right to receive €300.00 in real money.

3. THE CASINO'S OWN TRANSACTION SYSTEM LOGGED IT

On 27/07/2026, 1xBet’s internal database generated and logged an official entry in my Transaction History stating: "300.00 EUR bonus credited to account" / "Bonus Redeemed". I have provided a screenshot of this official server record.

4. THE ADMITTED "TECHNICAL DELAY" BY THE CASINO

The balance only dropped to €0 AFTER the €9,000 requirement was completed. This happened because 1xBet's user interface froze (UI glitch) and their server suffered a "technical delay" (which support rep 'Bradley' explicitly confessed to me in an email). The server failed to automatically freeze and close the bonus session upon completion, allowing subsequent spins/bets to incorrectly draw from the active session after the redemption point had passed.

SUMMARY:

I am not asking for €1,000. I am asking for the contractual max conversion of €300.00, which was officially triggered and logged by the server when the rollover hit 100% with a positive balance. The subsequent drop to zero was caused entirely by 1xBet's system execution lag.

Please review:

- The screenshot showing the 100% completed wagering with >€1,000 balance.

- The screenshot of the officiall transaction log: "300.00 EUR bonus credited".

- The email from support admitting the "technical delay" in progress updating.

Thanks for the explanation.

Since you confirmed your balance was around 1000€, have you requested a payout?

Could you please confirm there are no unfinished bets you initiated during wagering of the bonus?

Please let me know.

Dear Mediator,

Thank you for your follow-up. I would like to address your two questions point by point:

1. REGARDING THE WITHDRAWAL REQUEST:

It is not possible to request a withdrawal while the balance remains in the "Bonus Account." 1xBet’s rules (and those of almost all bookmakers) prohibit any withdrawal of the bonus balance. The platform’s automatic procedure requires that, as soon as the €9,000 rollover is reached, the system close the session and automatically transfer the final amount (limited to the contractual maximum of €300.00) to the "Real Account." Only after this automatic conversion to the Real Account can the player request a withdrawal. My withdrawal request was not processed because the 1xBet system failed to perform this required automatic conversion.

2. REGARDING UNFINISHED/PENDING BETS:

I can confirm with 100% certainty that there were NO pending or unfinished bets when the €9,000 requirement was met. All bets placed during the gaming session were instant-settlement bets (slots/casino games), which were fully completed and settled at the exact moment the rollover reached 100%.

3. REGARDING THE EXACT BALANCE AT THE TIME OF COMPLETION:

As I mentioned, my balance at the exact second the €9,000 rollover was reached was approximately €1,000 (and certainly MUCH HIGHER than the €300 required to receive the maximum payout). I have requested the exact server logs for that second from 1xBet on several occasions, but the company refuses to share them. However, 1xBet’s own system generated and recorded the transaction "300.00 EUR bonus credited to account" in my transaction history, which proves that the requirement was met with a balance sufficient to convert the maximum amount.

SUMMARY:

The rollover requirement was met 100%, with no pending bets and a balance well over 300 €. The conversion to the real account did not occur solely because of a "technical delay" on the 1xBet server (which they have already acknowledged via email), which kept the bonus session open instead of closing it and crediting the 300 € to the real account.

I request that you ask 1xBet for the server log extract from the moment the €9,000 rollover reached 100%, and for the €300 to be credited to the account balance.

Caro Mediador,

Agradeço o acompanhamento. Gostaria de esclarecer as suas duas dúvidas ponto por ponto:

1. SOBRE O PEDIDO DE SAQUE / LEVANTAMENTO:

Não é possível solicitar um saque enquanto o saldo estiver na "Conta de Bónus". As regras da 1xBet (e de quase todas as casas de apostas) impedem qualquer saque do saldo de bónus. O procedimento automático da plataforma exige que, assim que o rollover de 9.000 € é atingido, o sistema feche a sessão e transfira automaticamente o valor final (limitado ao teto máximo contratual de 300,00 €) para a "Conta Real". Só depois dessa conversão automática para a Conta Real é que o jogador pode solicitar o saque. O meu pedido de saque não foi feito porque o sistema da 1xBet falhou em fazer essa conversão automática devida.

2. SOBRE APOSTAS INACABADAS / PENDENTES:

Confirmo a 100% que NÃO existiam quaisquer apostas pendentes ou inacabadas quando o requisito de 9.000 € foi atingido. Todas as apostas efetuadas na sessão de jogo eram apostas de resolução imediata (slots / jogos de casino), tendo sido totalmente concluídas e liquidadas no momento exato em que o rollover atingiu os 100%.

3. SOBRE O SALDO EXATO NO MOMENTO DA CONCLUSÃO:

Como referi, o meu saldo no exato segundo em que o rollover de 9.000 € foi batido era de aproximadamente 1.000 € (e certamente MUITO SUPERIOR aos 300 € necessários para receber o teto máximo). Já solicitei por diversas vezes à 1xBet os registos exatos de servidor (logs) desse segundo, mas a casa recusa-se a partilhar. Contudo, o próprio sistema da 1xBet gerou e registou no meu histórico a transação "300.00 EUR bonus credited to account", o que prova que o requisito foi atingido com saldo suficiente para converter o valor máximo.

RESUMO:

O rollover foi batido a 100%, sem apostas pendentes e com saldo muito superior a 300 €. A conversão para a conta real só não ocorreu por causa do "delay técnico" do servidor da 1xBet (já admitido por eles por e-mail), que manteve a sessão de bónus aberta em vez de a encerrar e creditar os 300 € na conta real.

Solicito que peça à 1xBet o extrato de logs do servidor no momento em que o rollover de 9.000 € atingiu os 100%, e a reposição de 300€ em saldo

Dear Renmore,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Renmore,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the 1xBet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a 1xBet Casino representative to join this conversation and participate in resolving this complaint.

Dear 1xBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Thank you. I'll be here to help with whatever is needed.

Obrigado. Estarei aqui para o que for necessário

Hello,

Thank you for providing the information.

We have taken your complaint into review and forwarded it to the relevant department. Our specialists are currently looking into the situation.

Please allow us some time to complete the review and kindly wait for our response. We will get back to you as soon as we have an update.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Hello,

Regarding the "Beat 1xBet" bonus promotion, the promotion rules clearly state that the bonus remains available for wagering for 24 hours from the moment it is credited to the bonus account. Only bets placed within this 24-hour period are taken into account for the wagering requirement.

Promotion Rules

The promotion rules do not state that the bonus must be immediately and automatically transferred to the main account as soon as the 30x wagering requirement is reached. Therefore, the player’s continued use of the bonus balance after completing the 30x wagering requirement, while still within the 24-hour validity period, was the player’s own decision.

Accordingly, we have found no technical malfunction or violation of the promotion rules in this case.

Best regards,

1xBet Team

Dear 1xBet Casino,

Please provide a timestamped account-level extract showing when the wagering total first reached €9,000, the bonus balance and any unsettled bets at that moment, and all subsequent bonus activity until the balance reached zero. This evidence is necessary to determine whether the remaining funds should have been converted under the promotion rules.

If the records contain private account data, please send them to me at igor.p@casino.guru. Thank you for your cooperation.

Hello,

Due to our security and confidentiality procedures, we are unable to provide internal system materials from our internal software.

However, the requested information regarding the betting history should be available to the player directly in their Personal Account. The player can open the Betting History section and use the filters to select the relevant period and the Bonus Account in order to view the bets placed using the bonus balance.

We therefore kindly ask the player to check whether this betting history is still available and, with their consent, provide the relevant information or screenshots here for further review.

Thank you for your cooperation and understanding.

Best regards,

1xBet Casino Team

Dear Igor,

In response to 1xBet’s latest claim, I would like to outline the following key points that demonstrate the casino’s bad faith and the complete impossibility of obtaining the data through the method they suggest:

1. TECHNICAL INFEASIBILITY IN THE PLAYER DASHBOARD:

The "Bet History" accessible in the user’s account lists only individual bets placed (amount and outcome). It does NOT display the real-time evolution of the bonus balance at the exact moment each bet is placed, does not show the cumulative rollover in real time, nor does it record the exact moment when the €9,000 was reached. This audit data exists solely in the casino’s server logs (backend)—which is precisely the report the mediator requested.

2. LACK OF INSTRUCTIONS AND CHALLENGE TO 1XBET:

I have been requesting these records since the very first day of contact. 1xBet’s support team has consistently refused to provide me with this information and has never shown me any way on the platform where such a report would be available, precisely because this audit feature DOES NOT EXIST for users. I publicly challenge 1xBet to explain here, step by step, how a player can access a report showing the exact balance at the exact moment the €9,000 rollover was completed.

3. VIOLATION OF DATA PROTECTION RIGHTS (GDPR / DSAR):

Citing "security and confidentiality" to refuse to send server logs to the account holder himself is technically and legally absurd. I am the account holder and the owner of all data associated with my activity. I am expressly authorizing the sharing of my audit history with Casino Guru. 1xBet’s refusal to provide the customer (or their authorized representative) with records of their activity constitutes a direct violation of the right of access to personal data.

4. REVERSAL OF THE BURDEN OF PROOF AND THE PRINCIPLE OF GOOD FAITH:

The casino has exclusive control over the technical infrastructure and software. If 1xBet claims that my balance fell below the minimum bet before the bet was settled or that I continued playing by choice, the burden of proving this claim rests entirely with the casino. The deliberate refusal to submit the server logs (timestamped logs) requested by the mediator amounts to a failure by the operator to provide evidence and a tacit admission of fault.

5. CONTRADICTION WITH THE ADMISSION OF A TECHNICAL DELAY:

I would like to point out that I have in my possession an email confirmation from 1xBet support (agent Bradley) in which the company itself expressly admits the existence of a "technical delay" in updating the promotional progress on the server. It is unacceptable that customer support acknowledges the technical failure via email, yet in the mediation forum they claim that the system functioned normally.

In light of the above, I ask Igor to consider 1xBet’s refusal to provide the server logs as a clear refusal to cooperate in the mediation process.

Caro Igor,

Em resposta à última alegação da 1xBet, gostaria de expor os seguintes pontos fundamentais que demonstram a má-fé do casino e a total impossibilidade de obter os dados pela via que sugerem:

1. IMPOSSIBILIDADE TÉCNICA NO PAINEL DO JOGADOR:

O "Histórico de Apostas" acessível na conta do utilizador lista apenas apostas individuais efetuadas (valor e resultado). NÃO exibe a evolução do saldo de bónus em tempo real no segundo exato de cada aposta, não mostra o acumulado de rollover em tempo real, nem regista o momento exato em que os 9.000 € foram atingidos. Esses dados de auditoria existem unicamente nos registos de servidor (backend) do casino — exatamente o relatório que o mediador solicitou.

2. AUSÊNCIA DE INSTRUÇÕES E DESAFIO À 1XBET:

Desde o primeiro dia de contacto que solicito estes registos. O suporte da 1xBet sempre me recusou a informação e nunca me indicou qualquer caminho na plataforma onde tal relatório estivesse disponível, precisamente porque essa funcionalidade de auditoria NÃO EXISTE para o utilizador. Desafio publicamente a 1xBet a indicar aqui, passo a passo, como pode um jogador aceder a um relatório que mostre o saldo exato no segundo em que o rollover de 9.000 € foi concluído.

3. VIOLAÇÃO DE DIREITOS DE PROTEÇÃO DE DADOS (GDPR / DSAR):

Alegar "segurança e confidencialidade" para recusar o envio dos logs de servidor ao próprio titular da conta é um absurdo técnico e jurídico. Eu sou o titular da conta e o dono de todos os dados associados à minha atividade. Estou a autorizar expressamente a partilha do meu histórico de auditoria com o Casino Guru. A recusa da 1xBet em fornecer ao próprio cliente (ou ao seu mediador autorizado) os registos da sua atividade constitui uma violação direta do direito de acesso aos dados pessoais.

4. INVERSÃO DO ÔNUS DA PROVA E PRINCÍPIO DA BOA-FÉ:

O casino detém o controlo exclusivo da infraestrutura técnica e do software. Se a 1xBet alega que o meu saldo ficou abaixo da aposta mínima antes da conclusão ou que continuei a jogar por opção, o ónus de provar essa afirmação cabe inteiramente ao casino. A recusa deliberada em apresentar os registos de servidor (logs com timestamps) exigidos pelo mediador equivale à ausência de prova por parte do operador e à admissão tácita de culpa.

5. CONTRADIÇÃO COM A ADMISSÃO DE FALHA TÉCNICA (TECHNICAL DELAY):

Relembro que tenho em meu poder a confirmação por e-mail do suporte da 1xBet (agente Bradley) onde a própria empresa admite expressamente a existência de um "technical delay" (atraso técnico) na atualização do progresso promocional no servidor. É inaceitável que o suporte reconheça a falha técnica por e-mail, mas no fórum de mediação venham alegar que o sistema funcionou normalmente.

Face ao exposto, solicito ao Igor que considere a recusa da 1xBet em apresentar os registos de servidor como uma clara recusa de cooperação na mediação.

Dear Renmore,

Please provide screenshots or an export of your Bonus Account betting history covering the final wagers before the wagering total reached €9,000 and all subsequent activity until the bonus balance reached zero.

I need this information to reconstruct the balance and determine whether the bonus should have been settled before the later wagers were placed.

Dear Igor,

The statement by the 1xBet representative that the player can access this history in his Personal Account is completely false, as proven by the screenshots from 1xBet’s own official support service that I’ve attached to this message.

I would like to highlight the following key points:

1. 1XBET ITSELF CONFIRMS THAT THIS IS TECHNICALLY IMPOSSIBLE:

In a chat conversation with support (agent Brito), I specifically requested to export and view the betting history for the bonus from July 27, 2026. The official response from support was categorical: "Mr. [redacted by Casino Guru], unfortunately, it will not be possible to verify this information because when the bonus is lost, all bets placed with it disappear."

2. THE BONUS ACCOUNT DISAPPEARS FROM THE DASHBOARD:

The "Bonus Account" is temporary. As soon as the session ends, it is removed from the player’s interface. As shown in the attached screenshot of my account selection menu, only the "Main account" is available. It is impossible to filter or export data from an account that no longer exists on the interface.

3. PUBLIC CHALLENGE TO 1XBET:

1xBet is attempting to mislead the mediator by suggesting that I can extract data that its own support team confirms is inaccessible. I challenge 1xBet to explain here, step by step, how a player can access the report for a closed bonus account.

4. VIOLATION OF DATA PROTECTION RIGHTS (GDPR / DSAR):

Citing "security and confidentiality" to refuse to send server logs to the account holder himself is absurd. I am the owner of my data and expressly authorize the sharing of my history with Casino Guru. The casino’s refusal to provide these logs constitutes a direct violation of the right of access to personal data.

5. REVERSAL OF THE BURDEN OF PROOF AND ADMISSION OF A TECHNICAL FAILURE:

The casino has exclusive control over the backend. If 1xBet alleges any irregularity in compliance, the burden of proof lies with them. I reiterate that 1xBet itself has already admitted in previous email communicationsemail (agents Bradley and Vlad) that the €9,000.00 rollover requirement was fully met, with a balance eligible for the maximum conversion of €300.00, and that there was a "technical delay" in updating the platform.

6. FORMAL COMPLAINT TO THE CURAÇAO REGULATOR:

If 1xBet continues to refuse to provide my account audit records under the pretext of "confidentiality," I will file a formal complaint with the Curaçao Gaming Control Board (GCB) to request a direct audit of my account ID.

In light of the attached evidence, I ask Igor to consider 1xBet’s conduct as a deliberate refusal to cooperate with the mediation.

Sincerely,

[redacted by Casino Guru]

Caro Igor,

A afirmação do representante da 1xBet de que o jogador pode aceder a este histórico na sua Conta Pessoal é completamente falsa, como provam as capturas de ecrã do próprio suporte oficial da 1xBet que anexo a esta mensagem.

Gostaria de expor os seguintes pontos fundamentais:

1. A PRÓPRIA 1XBET CONFIRMA A IMPOSSIBILIDADE TÉCNICA:

Em conversa com o suporte via chat (agente Brito), solicitei expressamente a exportação e consulta do histórico de apostas do bónus do dia 27/07/2026. A resposta oficial do suporte foi categórica: "Senhor [redacted by Casino Guru], infelizmente não será possível verificar essas informações porque quando o bónus é perdido, todas as apostas feitas com ele desaparecem".

2. A CONTA DE BÓNUS DEIXA DE EXISTIR NO PAINEL:

A "Conta de Bónus" é temporária. Assim que a sessão é encerrada, ela é removida da interface do jogador. Conforme anexo na captura de ecrã do meu menu de seleção de contas, apenas a "Main account" está disponível. É impossível filtrar ou exportar dados de uma conta que já não existe na interface.

3. DESAFIO PUBLICO À 1XBET:

A 1xBet está a tentar enganar a mediação ao sugerir que eu posso extrair dados que o seu próprio suporte confirma serem inacessíveis. Desafio a 1xBet a indicar aqui, passo a passo, como pode um jogador aceder ao relatório de uma conta de bónus extinta.

4. VIOLAÇÃO DE DIREITOS DE PROTEÇÃO DE DADOS (GDPR / DSAR):

Alegar "segurança e confidencialidade" para recusar o envio dos registos de servidor ao próprio titular da conta é um absurdo. Eu sou o dono dos meus dados e autorizo expressamente a partilha do meu histórico com o Casino Guru. A recusa do casino em fornecer estes registos constitui uma violação direta do direito de acesso aos dados pessoais.

5. INVERSÃO DO ÓNUS DA PROVA E ADMISSÃO DE FALHA TÉCNICA:

O casino detém o controlo exclusivo do backend. Se a 1xBet alega qualquer irregularidade no cumprimento, o ónus de provar cabe-lhes a eles. Reitero que a própria 1xBet já admitiu em comunicações anteriores por e-mail (agentes Bradley e Vlad) que o rollover de € 9.000,00 foi integralmente cumprido com saldo elegível para a conversão máxima de € 300,00, tendo havido um "technical delay" na atualização da plataforma.

6. DENÚNCIA FORMAL AO REGULADOR DE CURAÇAO:

Caso a 1xBet persista na recusa em fornecer os registos de auditoria da minha conta sob o pretexto de "confidencialidade", apresentarei uma queixa formal perante a Curaçao Gaming Control Board (GCB) para auditoria direta ao ID da minha conta.

Face às provas em anexo, solicito ao Igor que considere a atitude da 1xBet como uma recusa deliberada de cooperação com a mediação.

Atenciosamente,

[redacted by Casino Guru]

Dear 1xBet Casino,

The player has provided evidence that the expired bonus account and its wagering history are no longer available through the Personal Account.

Please therefore provide a timestamped, suitably redacted account-level extract showing the bonus balance, unsettled wagers, and subsequent activity when the wagering total first reached €9,000.

The record may be sent privately to me at igor.p@casino.guru.

Without this evidence, we may have to assess the complaint based on the casino’s inability to substantiate its position.

If no such an evidence is provided, I will have to close this complaint as unresolved.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Igor,

Thank you for your message.

To clarify, the player has not contacted the regulator regarding this matter.

Unfortunately, we are unable to provide the requested betting history, as the relevant activity took place in the Casino section and we are unable to provide this historical data in the requested format.

However, we can provide an extract of the player’s bonus history. This may provide useful additional context, as it shows that this is not the first time the player has used bonuses and played with 1xBet. Based on his previous activity, it would appear that he is already familiar with the applicable bonus terms and wagering requirements.

We would be happy to provide the available bonus history for your review and consideration.

Kind regards,

1xBet Team

Dear Igor,

1xBet’s response is absurdly evasive and only confirms, once again, the casino’s bad faith. I’d like to respond point by point:

1. THE DECAY OF THE CASINO’S ARGUMENTS:

First, they claimed that I could view the history in my personal account. When I proved with screenshots from customer support that this was a lie, they cited "confidentiality." Now, they’re saying that "they have no way of providing the data from the Casino section." Does an operator of 1xBet’s stature really expect us to believe it has no access to the server logs (audit logs) of bets placed on its own platform? This is a clear admission that they are hiding the evidence.

2. BEING A CUSTOMER FOR 10 YEARS ONLY REINFORCES MY POINT:

1xBet mentions my history as if that would discredit me, when in fact the opposite is true: I’ve been a customer of theirs for about 10 years. I know exactly how the bonuses work and am fully familiar with the platform’s terms and conditions. It is precisely because I know the rules and am absolutely certain that I met the €9,000.00 rollover requirement with a positive balance that I am here fighting for my rights. This is not a matter of "ignorance of the terms"; it is about €300.00 that was illegally withheld from me after I met the requirements.

3. IRRELEVANT INFORMATION TO DIVERT ATTENTION:

1xBet’s offer to provide a "generic history of previous bonuses" is an irrelevant diversionary tactic. What is at issue in this complaint is not bonuses from previous years, but rather the timestamps for the promotion on July 27, 2026. If they can retrieve the bonus history, they can also retrieve the backend logs for that specific session—they simply refuse to do so because those logs prove the "technical delay" in their system.

4. APPEAL TO THE REGULATORY BODY:

Regarding the comment about the regulator: my priority has been to resolve this dispute in good faith through this mediation platform. However, if 1xbet fails to provide the requested information and admit fault, I will be forced to file a formal complaint with the Curaçao Gaming Control Board (GCB).

Sincerely,

[redacted by Casino Guru]

Caro Igor,

A resposta da 1xBet atinge um nível absurdo de evasiva e apenas confirma, mais uma vez, a má-fé do casino. Gostaria de responder ponto por ponto:

1. A DECADÊNCIA DOS ARGUMENTOS DO CASINO:

Primeiro alegaram que eu podia ver o histórico na minha conta pessoal. Quando provei com prints do suporte que isso era mentira, alegaram "confidencialidade". Agora, vêm dizer que "não têm como disponibilizar os dados da secção Casino". Um operador do dimensão da 1xBet quer fazer crer que não tem acesso aos registos de servidor (logs de auditoria) das apostas feitas na sua própria plataforma? Isto é uma admissão clara de que estão a ocultar as provas.

2. SER CLIENTE HÁ 10 ANOS SÓ REFORÇA A MINHA RAZÃO:

A 1xBet menciona o meu histórico como se isso me descredibilizasse, quando é exatamente o oposto: sou cliente da casa há cerca de 10 anos. Conheço perfeitamente o funcionamento dos bónus e os termos da plataforma. Precisamente por conhecer as regras e ter a certeza absoluta de que cumpri o rollover de € 9.000,00 com saldo positivo é que estou aqui a lutar pelos meus direitos. Não se trata de "desconhecimento dos termos", trata-se de um valor de € 300,00 que me foi retirado ilegalmente após a conclusão dos requisitos.

3. DADOS IRRELEVANTES PARA DESVIAR A ATENÇÃO:

A oferta da 1xBet em fornecer um "histórico genérico de bónus anteriores" é uma manobra de diversão irrelevante. O que está em causa nesta reclamação não são os bónus de anos anteriores, mas sim a linha do tempo (timestamps) da promoção do dia 27/07/2026. Se eles podem extrair o histórico de bónus, também podem extrair os registos de backend dessa sessão específica — simplesmente recusam-se a fazê-lo porque esses registos provam o "technical delay" do sistema deles.

4. RECURSO AO ÓRGÃO REGULADOR:

Relativamente ao comentário sobre o regulador: a minha prioridade foi resolver o litígio de boa-fé através desta plataforma de mediação. Contudo, caso a 1xbet não forneça o solicitado e assuma a culpabilidade serei obrigado a fazer queixa formal junto da Curaçao Gaming Control Board (GCB).

Atenciosamente,

[redacted by Casino Guru]

Dear Renmore,

Unfortunately, the casino has confirmed that it cannot provide the account-level records needed to determine your bonus balance and activity when the wagering requirement was first reached. Its offer to provide information about your previous bonuses would not resolve this central issue.

As the decisive records are controlled by the casino and cannot be supplied, I am closing the complaint as unresolved. The complaint will negatively affect the casino’s rating.

I am sorry that we could not secure the disputed amount for you. If you later obtain material records from the casino or the relevant authority, you may contact us and we will review whether the complaint should be reopened.

Unfortunately, since the 1xBet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor