1xBet Casino - Depozit igrača je odložen.

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 problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account or returned to your bank account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Sir,

Its already been 21 days my issue has not been resolved, even i have provided the bank letter where it is mentioned that the funds are successful, i have also contacted Gpay support they have also mentioned that the transaction is successful.

I request you to kindly consider my request and ask 1xbet to resolve the issue.

Thanks for your reply.

• Could you please send me the video that the casino requested, along with the communication between you and the casino on the topic?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation.

Dear sir,

I have mailed the documents and the screenshot obtained from bank where it is clearly evident that the transaction was successful and has successfully reached the beneficiary account.

Kindly check your mail tomas@casino.guru, i anticipate your speedy response and support.

Thanks for your reply.

Based on your description of events, the casino requested a video instead of a static screenshot as evidence to launch an investigation.

Were you able to provide it to the casino?

Please let me know.

Dear sir,

I have provided you the video proof which i shared with the 1xbet team as per their request and i have also attached the screenshot provided by bank official confirming the transaction as successful and credited to beneficiary account.

Hope you will support and escalate the issue and help me in resolving the issue!!

Kindly check the mail i have attached the video and the screenshot there on tomas@casino.guru.

Dear Gamer1994,

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, Matej (matej.l@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

Hello Gamer1994, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the missing deposit. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of 1xBet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details regarding this player’s deposits and possible issues with the deposit in question? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello,

Thank you for contacting us.

To assist you with this deposit, we will need the following information:

- your player ID,

- the payment query number from your personal account (ticket number), and

- the date and time, amount, and a screenshot of this deposit.

Once we receive a response regarding this transaction, we will get back to you right away.

Look forward to your reply!

Best regards,

1xBet Team

Hello,

Thank you for your message.

We have accepted your complaint for review and forwarded all the provided information to the responsible department for investigation.

Your request is currently being processed. We kindly ask you to wait while the responsible team completes the review. As soon as we receive any updates or the final results of the investigation, we will inform you immediately.

Thank you for your patience and understanding.

Best regards,

1xBet Team

Dear matej,

Despite providing all the proofs to you and casino team, they are taking too long to respond, its been almost 2 months but i have not received the money yet. I request your team and casino team to investigate the case and respond quickly as long time has passed and amount has not been received yet.

Regards

Gamer1994

Dear 1xBet Casino, given the prolonged timeframe of this issue, I would like to ask for speedy investigation and let us know of your findings as soon as possible. Any sensitive information that needs to be shared, can be e-mailed to me directly at matej.l@casino.guru. No details will be shared or forwarded, and are intended for internal investigation purposes. Thank you for your understanding and cooperation.

Hello,

Thank you for your message.

To continue the investigation, we kindly ask you to provide an official bank letter regarding this transaction.

The letter must:

-be issued by your bank;

-include the bank's official signature and stamp;

-clearly confirm that the transaction was successfully credited to the following UPI ID: boim-596085434909@boi.

Once you obtain this document, please send it to our Support Team through the official support channels on the website, quoting your payment query number (17068318) so it can be attached to your case and forwarded to the responsible department for further review.

Thank you for your cooperation.

Best regards,

1xBet Team

Dear matej,

Kindly find the attached document consisting of screenshot of the portal provided by bank official where it is clearly evident that transaction was successful.

I am mailing the confirmation letter provided by bank to your official id which i have already shared to 1xbet team earlier also.

Regards

Thank you for the message, dear Gamer1994, I have received it and uploaded amongst the evidence regarding this complaint.

Did you also send the same documents to the Support Team through the official support channels on the website, quoting your payment query number (17068318), as requested above?

Dear matej,

No sir i have shared the documents with you only, kindly share it with the support team of 1xbet for further investigation at your end.

Regards

Gamer1994

Dear Gamer1994, any KYC/personal documentation has to be sent directly from the e-mail connected to the casino account, not by a third party like Casino Guru. Please send it the way casino requested, so the procedure can be finished as soon as possible. Thank you.

Dear matej,

I have shared the required documents with 1xbet team through their official mail info-ind@1xbet-team.com. i have also mentioned the payment query number in the subject.

I request 1xbet support team and casino guru team to kindly review the case on priority as 2 months have passed today and still the issue has not been resolved despite providing all the proofs to 1xbet support team multiple times.

Thanks and regards

Gamer1994

Thank you for the confirmation, dear Gamer1994.

Dear 1xBet Casino, please let us know the results of the KYC review as soon as possible, to expedite the procedure and reach the resolution shortly. Thank you for your cooperation!

Dear matej,

Its a request kindly speed up the process, enough time has been provided alongwith proofs to 1xbet support team still they are taking so long to respond.

This is nothing but harassment. I expect you to kindly consider my request and help me in resolving the issue asap!!

Thanks and regards

Gamer1994

Hello,

Thank you for your message.

Please note that a screenshot from your bank's portal or online banking is not sufficient for this investigation.

As previously requested, we require an official letter issued directly by your bank.

The document must:

-be issued on the bank's official letterhead (or in the bank's official format);

-include the bank's official stamp and authorized signature;

-clearly confirm that the transaction was successfully credited to the beneficiary account/UPI ID.

Once you obtain this official bank letter, please send it to our Support Team via the official support channels, quoting your payment query number so that it can be attached to your case and forwarded to the responsible department for further review.

Thank you for your cooperation.

Best regards,

1xBet Team

Dear matej,

I have sent both the letters alongwith the screenshots on 20.07.2026 at 7:47 PM to 1xbet support team quoting my query number, despite sending it multiples times they are not acknowleding it. I have resent the documents again today, kindly ask 1xbet suppott team to check on their mail id : info-ind@1xbet-team.com.

I anticipate quick response this time as more than 2 months have passed.

Regards

Gamer1994

Dear matej,

I have sent you the screenshots of the mail sent to 1xbet support team on 20.07.2026 and today regarding bank letter and documents required by 1xbet support team for further investigation.

Kindly ask them to check and resolve the issue at the earliest as sufficient timeframe has been provided.

Regards

Gamer1994

Hello,

Thank you for your message.

At the moment, we are verifying the information with the Payment Department and checking the details of your transaction based on the newly submitted documents.

Please allow us some time to complete this additional review. As soon as we receive feedback from the responsible department, we will provide you with an update through the official support channels.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Dear matej,

Its almost two and half months since the payment was made, all the proofs were provided to you and 1xbet team as well, still after providing all the proofs and documents they are asking for more time frame, i urge you to kindly ask 1xbet team to settle the amount at the earliest as sufficient time has passed.

Regards

Gamer1994

Dear 1xBet Casino, as I am unable to keep prolonging the timer indefinitely, a speedier investigation will be much appreciated. Alternatively, if the timer runs out and I am forced to close the complaint as unresolved, you have always the opportunity to request reopening, once the investigation on your end is completed. Thank you for your itme and understanding.

Hello,

Thank you for your patience.

We would like to inform both the player and the moderation team that the updated bank letter has been attached to Payment Query No. 17068318 and forwarded to the responsible Payment Department.

The payment investigation is still ongoing. We are currently awaiting the outcome from the responsible department.

We kindly ask the player to wait for the completion of the review. We will provide an update as soon as we receive further information.

Best regards,

1xBet Team

Dear matej,

I have received one notification on my 1xbet regarding the ongoing payment query no 17068318, they have again sent the same message that kindly contact your bank.

Despite providing all the proofs and payment detail,i have not received a positive response from their team, i have visited bank so many times and also provided confirmation letter to both the parties, i would really appreciate if the beneficiary statement is provided to me from 20.05.2026 to till date so that it can be verified whether money has been received by him or not.

Kindly ask 1xbet department to provide you and me the statement of the beneficiary from the date of transaction to till date so that i can raise a chargeback.

This is a huge amount and i request you to kindly settle me the amount or else provide me the statement.

Regards

Gamer1994

Thank you for the update, Gamer1994.

Dear 1xBet Casino, did the financial department requested the same document as the one player just provided, or did they find it not in order and requested something else? Could you please elaborate on the current situation? Thank you.

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.

Hello,

Thank you for your cooperation.

The user has provided an official bank letter in PDF format. After attaching and updating this document in the payment ticket, we received the following response from the Payment Department:

"Please be advised that despite providing the bank statement and transaction slip, our payments team has confirmed that the transaction failed as the funds were not received. Kindly contact your bank to verify the status of your transaction."

We have forwarded this response/request to the ticket chat again for further review.

Please wait for the responsible department's response. We will provide an update as soon as we receive further information.

Best regards,

1xBet Team

Dear matej,

If their payment team is claiming that the vendor has not received the money, kindly ask them to provide the statement of beneficiary from the date of transaction to till date as my bank has confirmed that the transaction has successfully reached the beneficiary.

Please advise the 1xbet support team to provide the beneficiary statement.

Regards

Gamer1994

Dear 1xBet Casino, since the player has provided signed document from the bank, confirming successful payment, I would like to suggest double-checking with the pyment provider on your end. Alternatively - to speed up the whole process - the player's account can be credited with the missing money and the financial team can continue investigating at their own pace.

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 matej,

Kindly ask the 1xbet support team to either refund me the amount or provide the beneficiary statement.

Amount is huge and more delay will only result in harassment!!

I have faith in you that u will help me in resolving this issue as 1xbet team has not provided positive response so far, they are just borrowing time for no reason.

I would really appreciate if 1xbet team provides me the beneficiary statement from the date to transaction to till date incase they need more time!!

Regards

Gamer1994

Hello,

Thank you for your reply.

We are checking the information and will get back to you soon.

Please expect an update.

Best regards,

1xBet Team

Dear Gamer1994,

As you can see from the casino's communication, we are unable to reach any kind of conclusion, since every response is just further stalling for time. I’m afraid there is not much that can be achieved without cooperation from the casino's side, and I do not believe they are willing to return your deposit. Since all the communication is unsuccessful and I am unable to progress further, I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej