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Hello,

My username on 1xBet is 999635643.

On 01/12/2025 at 15:49, I created a withdrawal request with the number 4222453889 for 100,000 TL.

On the website, this withdrawal appears as "successfully completed / paid" in my transaction history. However, no money has ever been credited to my bank account.

I contacted the live support many times, but they only keep telling me that the payment was completed. I checked my bank account statements and confirmed that no such payment has ever arrived.

For proof, I can provide:

My bank account statements showing no incoming payment

Screenshots of the withdrawal request and status on the website

I kindly request an investigation into this issue and assistance in resolving the missing payment.

Thank you.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you requested that the casino send you a payment confirmation with transaction details that you could compare with your bank statement to see whether the payment was successful?
• Could you please forward the communication between you and the casino customer support regarding the lost transaction to veronika.f@casino.guru?
• Have you experienced any similar issues with your withdrawals from this casino before?

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

Best regards

Veronika

Yes, I asked the casino to provide a payment confirmation or transaction details that I can compare with my bank statement. However, they did not provide any valid proof showing that the payment was actually sent to my bank account.

Yes, I can send all communication between me and the casino support regarding the missing transaction to veronika.f@casino.guru. I will include screenshots and all relevant details.

No, I have not experienced a similar problem with withdrawals before. Previously, my withdrawals were processed successfully. However, for this specific withdrawal request dated 01/12/2025 at 15:49, the casino claims it was paid, but no money has ever arrived in my bank account.

Withdrawal request number: 4222453889

Have you forwarded any communications with the casino customer support to me? I have not received any emails from you yet. Please double-check if you typed my email address correctly. It's veronika.f@casino.guru. Thank you for your cooperation.

Unfortunately, I did not record my conversations with the support team, and they are not responsive anyway. The support team is really bad.

Dear mahonas

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you mahonas for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1xBet Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

I trust you, please help me. Thank you. 😊

I know why 1xBet hasn’t paid the money, dear Peter. If you’d like, I can explain.

Dear mahonas, feel free to share any information relevant to the case directly here in the thread. Thank you!

Due to the statute of limitations, it is not possible to verify the payment; this is the response given by the site, dear Peter.

Dear mahonas,

Thank you for contacting us. In order for us to check your payment, please provide the following details:

- your player ID,

- the withdrawal request number and the payment query number created in your personal account, or

- the exact date, time, and amount of the payment you did not receive.

We will get back to you as soon as we receive and review the information regarding your case.

Best regards,

1xBet Team

Dear mahonas,

Thank you for providing all the necessary details.

We would like to inform you that your case is already under review, and we are actively working on resolving the issue with your withdrawal. Our relevant team is currently checking all the information related to your payment.

Please be assured that we are taking your situation seriously. As soon as we receive an update or any additional information, we will inform you immediately.

We kindly ask for your patience while the investigation is ongoing.

Best regards,

1xBet Team

Dear mahonas,

Thank you for your message.

We would like to inform you that your case is still under review by the relevant department. Please be assured that we are actively checking all the details regarding your withdrawal and doing our best to resolve the situation as quickly as possible.

We understand how important this matter is for you and are making every effort to expedite the process. As soon as there is any update or new information, we will immediately inform you here.

We kindly ask for your patience while the investigation is ongoing.

Best regards,

1xBet Team

Dear mahonas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru