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Hello, esteemed Ask Casino Guru Team. I am filing a formal complaint against 1xbet Casino.

Date of complaint: January 30, 2026

Operator: 1xbet

User ID: 1303119287

Total waiting time: Over 100 hours

To the Dispute Resolution Team,

I am filing this formal complaint against 1xbet for failing to credit a deposit I made on January 25, 2026, despite my full cooperation and submission of all required documentation.

Sequence of events:

January 25, 11:20 PM: I deposited 9.95 Jordanian Dinars via Zain Cash (UWallet).

January 26, 12:07 AM: The finance team officially responded via email, stating, "The required information is complete," and confirmed that the request had been submitted for processing.

January 26, 10:19 PM: A support representative named "Majd" claimed that processing could take up to 11 days, contradicting their previous promise of a maximum processing time of two hours.

January 28, 1:12 PM: After 48 hours of silence, I received a generic apology attributing the delay to "a high volume of requests."

January 30, 1:58 AM: I sent a final warning because my balance was still 0.00 Jordanian Dinars.

The core issue and evidence of misconduct:

Contradictory statements: On January 26, they confirmed that the information was "complete." However, support staff later provided conflicting timeframes: 2 hours and 11 days.

Evasive support: The live chat staff ("Abd" and "Majd") refused to provide a specific timeframe, offering generic and unhelpful answers and ignoring the screenshots provided.

Delayed processing of funds: Five days have passed since a simple transaction in my mobile wallet. This is a clear violation of fair play and financial transparency practices.

Evidence provided:

I have attached a comprehensive PDF file containing:

The original transaction receipt (ID: 3922885286038).

An email from 1xbet confirms that all data is complete.

Screenshots from live chat sessions show the support team's refusal to resolve the issue.

Proof of a balance of 0.00 Jordanian Dinars dated January 30th.

I request your immediate assistance in investigating this case, ensuring my funds are credited to my account, and holding the operator accountable for this unacceptable delay.

Complaint Date: January 30, 2026

Operator: 1xbet

User ID: 1303119287

Total Waiting Time: Over 100 hours

To the Dispute Resolution Team,

I am filing this formal complaint against 1xbet for failing to credit a deposit I made on January 25, 2026, despite my full cooperation and provision of all required documentation.

Sequence of Events:

January 25, 11:20 PM: I deposited 9.95 Jordanian Dinars via Zain Cash (UWallet).

January 26, 12:07 AM: The finance team officially responded via email, stating, "The required information is complete," and confirmed that the request had been submitted for processing.

January 26, 10:19 PM: A support employee named "Majd" claimed that processing could take up to 11 days, contradicting previous promises of a maximum of two hours.

January 28, 1:12 PM: After 48 hours of silence, I received a general apology attributing the delay to "the high volume of requests."

January 30, 1:58 AM: I sent a final warning because my balance remained at 0.00 Jordanian Dinars.

The core issue and evidence of misconduct:

Contradictory statements: On January 26, they confirmed that the information was "complete," yet support staff later provided conflicting timeframes: two hours and 11 days.

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.

Dear sazmrli38,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Tomas

Dear Thomas,

With all due respect, your suggestion to wait a month is completely unacceptable given the evidence I have already provided. When submitting this complaint, I attached a comprehensive PDF containing all the required documentation:

Official confirmation from Zain Cash that the transfer was successful and reached my casino wallet on January 25th.

Direct email correspondence from 1xBet support confirming receipt of all the requested data, yet they are still refusing to credit my account.

This is not a "technical delay" on the part of the service provider; it is clear financial negligence on the part of 1xBet. They are currently facing pressure on AskGamblers (username: Shaker00) regarding the same issue.

I expect Casino Guru to act as an impartial mediator and hold the casino accountable immediately, instead of asking me to wait a month when my funds are already in their possession. If this issue is not resolved, I will file a formal legal complaint with the casino's regulatory body.

Thanks for your reply.

I fully understand your frustration, sazmrli38. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 15 days to allow a full month for the transactions to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear Tomas,

​With all due respect, I cannot accept waiting for a full month. Today is February 13th, and my deposit was made on January 25th—that is 19 days of inexcusable delay.

​This is not a case of 'funds being found'; I have already provided the casino and AskGamblers with an OFFICIAL statement from Zain Cash proving the money reached 1xBet’s wallet on the same day. The casino is lying when they say they are 'checking with the provider' because I have already provided the final confirmation from that provider.

​I have already requested a permanent account deletion and reported this as a scam on other platforms. I expect Casino Guru to hold the casino accountable for this blatant stalling instead of giving them more time to withhold my funds. I have provided all the evidence you need to close this in my favor."

Thanks for your reply.

Was your deposit either credited or returned since your last post?

Please let me know.

Dear sazmrli38,

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,
Tomas
Casino.Guru