1xBet Casino EC - Stanje igrača je nepravedno oduzeto.

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Dear falexanderbd,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

1. Could you please confirm if the casino is alleging that you have initiated a chargeback?
2. Have you previously made any successful deposits at this casino?
3. Could you kindly specify the payment method you used for your deposits?

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,

Attila

Dear Attila,

Thank you for taking my case. Here are the answers to your questions:

1. Regarding the chargeback: No, I have NOT initiated any chargeback with my bank. The casino (1xBet) is the one that manually deducted the funds from my balance on February 19th, claiming they did not receive the money, even though the deposits were successfully processed weeks prior.

2. Successful deposits: Yes, I have made several successful deposits before and even after that specific date (Feb 2nd). All of them were credited and played without any issues, which proves that my bank and my payment method are working correctly. These three specific deposits totaling $1,000 are the only ones the casino has unfairly retracted.

3. Payment method: I used Bank Transfer via the local processor PagoSeguro / PagoEfectivo (Do-payment Ecuador).

I am attaching the official bank receipts from Banco Pichincha for the three missing deposits ($500, $300, and $200) including their "Biller Authorization" codes, and a screenshot of the formal inquiry I sent to the payment processor.

Best regards.

Falexanderbd.

Dear falexanderbd,

Thank you for your response. I would greatly appreciate it if you could forward your bank statement covering the relevant period directly to my email at attila.g@casino.guru. Additionally, if possible, could you also attach a screenshot of your transaction history from your casino account?

Thank you for your cooperation.

Attila, I have just sent the corrected bank statement for February 2025 to your email. Please note a key technical detail: the transactions were originally initiated on January 31st, but they were officially settled and reflected in my bank statement on February 2nd.

The statement clearly shows all the deposits from that period, including the $500 one that was successful and the three others ($500, $300, and $200) that 1xBet removed manually on February 19th. As I mentioned, the casino did this without any notification or record in my transaction history, which is a complete lack of transparency.

Attila, I need to make a vital correction regarding the date in my previous messages. The deposits and the manual balance removal occurred in 2026, not 2025. My bank statement correctly reflects February 2026.

I apologize for this clerical error in my previous posts. All evidence provided (bank receipts and statements) corresponds to the year 2026. This confirms the timeline: transactions initiated on January 31st, 2026, settled on February 2nd, 2026, and removed by the casino on February 19th, 2026.

Dear Player,

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, Stefan (stefan.m@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,

Attila

Dear falexanderbd,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from 1xBet Casino EC to join this conversation and assist in addressing the complaint.

Dear 1xBet Casino EC,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear falexanderbd,

Thank you for bringing this matter to our attention.

We would like to inform you that your complaint has been accepted and is currently under review. Our team is carefully examining all the details provided, including the information related to your transactions and the supporting evidence.

Please be assured that we are conducting a thorough investigation in order to clarify the situation and reach an appropriate resolution. Should any additional information be required, we will contact you accordingly.

We appreciate your patience and cooperation.

Kind regards,

1xBet Team

Subject: CRITICAL EVIDENCE: 1xBet claims a non-existent refund to avoid payment

Hi Stefan,

I am providing new evidence of 1xBet's fraudulent claims. Their support agent "Javier" now claims that my bank has already refunded the funds for my tickets (specifically mentioning the $300 transaction).

This is a blatant lie because:

No Refund Exists: My bank (Pichincha) confirms no funds have been returned to my account.

Gateway Contradiction: SafetyPay's official resolution (Ticket #2240479) explicitly states the transactions are 'COMPLETED' and funds were delivered to 1xBet. A gateway never confirms delivery if a refund has been processed.

Refusal to Provide Proof: When I requested the legal proof or the ARN number of this supposed refund, the agent was unable to provide it.

Stefan, please intervene. 1xBet has shifted from "technical delay" to "KYC loops", then to "Chargeback" excuses, and now to "Fake Refunds". This is a textbook example of a casino trying to withhold a player's capital. I demand that 1xBet provides the official transaction log from SafetyPay showing the refund status. If they cannot provide it, they must credit my $1,000.00 immediately.

Dear falexanderbd,

Thank you for the information provided.

Based on the results of our investigation, please note the following:

-One of the transactions was successfully credited to the recipient.

-The other two transactions were declined: the funds were returned by the bank, and the transactions were marked as "chargebacks" and rejected.

Therefore, these amounts cannot be considered as successfully received by the operator.

Kind regards,

1xBet Team

REBUTTAL & DOCUMENT CORRECTION: 1xBet is providing false information regarding "Refunds"

Hi Stefan,

I am writing to categorically deny the latest response from 1xBet and to provide a necessary correction to the evidence.

DOCUMENT CORRECTION ($500 Transaction): I mistakenly uploaded a receipt for a different, successful $500 deposit from the same day. I am now attaching the correct receipt for the $500 transaction that was debited/removed by 1xBet. This completes the evidence for the full $1,000.00.

FALSE REFUND CLAIMS: 1xBet claims that the funds were "returned by the bank." This is absolutely false. I have my official bank statements from Banco Pichincha up to March 6th, and I can confirm there is NO refund or credit from the merchant or SafetyPay. 3. EVIDENCE OF DELIVERY: As previously stated, SafetyPay (Ticket #2240479) confirmed on March 19th that the funds were successfully delivered to 1xBet. A payment gateway never confirms a transaction as "Completed" if a refund has occurred.

Stefan, I have my bank statements ready to be reviewed to prove that no money has returned to my account. I demand that 1xBet provides the ARN (Acquirer Reference Number) or the official settlement report of the supposed refund. If they cannot provide this technical proof, they must credit my $1,000.00 immediately.

Best regards,

Falexanderbd

CRITICAL UPDATE: 1xBet support avoids evidence and closes chat when proof is provided

Hi Stefan,

I am adding another piece of evidence regarding 1xBet's bad faith. Today, I provided the support agent (Esteban) with the specific receipt they requested, clearly showing the date and time of the $500 transaction.

As soon as I uploaded the proof, the agent refused to continue the conversation and closed the chat (see attached screenshot). This confirms that their internal support is not looking for a resolution, but rather avoiding the technical reality: they have my funds.

Summary for the case:

Document Correction: I have now uploaded the correct receipt for the missing $500.

False Claims: 1xBet claims a "refund" exists, yet I have my bank statements ready to prove no money has returned.

Gateway Proof: SafetyPay Ticket #2240479 remains the ultimate proof that the funds were delivered to them.

Stefan, I am ready to provide my full bank statements to you to prove that 1xBet is lying about the refund. They are simply trying to exhaust me.

Best regards,

Falexanderbd

Hello falexanderbd,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear falexanderbd,

Could you please provide us with a bank statement covering the entire period from the initial deposit up to today? This will help us review the transaction history more thoroughly.

You can send the document directly to my email address at stefan.m@casino.guru.

I look forward to your response.

Hi Stefan,

I have just uploaded all the requested documents to the thread, covering my bank statements from January 31st up to today, April 13th. The evidence is complete and ready for your review.

Best regards,

Falexanderb

Hi Stefan,

I need to report a new development. 1xBet has now restricted my account from placing bets, claiming it is 'under verification.' This happened exactly after I provided the bank statements proving their 'refund' was false.

Additionally, they claim to have sent a verification form that I have never received. It is clear they are using account restriction as a stalling tactic or retaliation for this complaint. I am still waiting for the form to be sent to my email or attached here.

Subject: Evidence of Bad Faith and Intentional Obstruction by 1xBet

Hi Stefan,

I am writing to provide a detailed update on the systematic obstruction I have faced from 1xBet support over the last few hours. Despite my full cooperation, the casino is using revolving-door tactics to avoid resolving my $1,000 deposit issue.

Chronology of Events:

New Requirements: Support Agent "Sabrina" conditioned the delivery of the claim form on two new requirements: changing my registered email to a Gmail account and providing a "selfie with a handwritten note" containing specific account details.

Intentional Disconnection: As soon as I prepared the information to comply, the agent terminated the chat session without warning, forcing me to start a new interaction.

The "30-Minute" Stall: After starting a new chat, I was told to "wait 30 minutes" for their specialists to "authorize" the delivery of a standard document.

Deadlock with New Agent: After waiting the requested time, a new agent ("Gabriel") informed me that there is still "no response from specialists." They refuse to accept the verification selfie I have ready and continue to withhold the claim form.

Conclusion:

The casino is intentionally stalling. They set high-level KYC requirements (biometric data/selfie) and then remove the technical means to submit them or claim they are "waiting for specialists."

I have followed every instruction to the letter, yet I am being met with scripted excuses and session terminations. I request that this behavior be factored into the case merits, as 1xBet is clearly not acting in good faith to resolve this dispute. I am attaching screenshots of these contradictory interactions.

Best regards,

Flexanderbd

Update Monday: I have just sent a formal email to security-en@1xbet-team.com with you (Stefan) in CC.

In this email, I provided the 3 official bank PDFs from Banco Pichincha that confirm the total deposit of $1,000.00 (broken down into transactions of $200, $300, and $500). I also attached the requested verification selfie.

As shown in the attached screenshots, the live support agent 'Flor' asked for these documents again and then abruptly closed the chat session while I was attempting to provide them. This confirms a systematic pattern of obstruction by 1xBet.

I have now provided all legal and technical proof required. I am waiting for the casino to acknowledge receipt of these documents and credit my account (ID 481062953).

Dear 1xBet Casino EC,

The player has provided bank statements which do not show any chargebacks for the transactions of $500, $300, and $200.

Could you please provide us with evidence of the two transactions that were allegedly chargebacked? You may send this information directly to my email address at stefan.m@casino.guru.

I look forward to your response.

Update: The payment processor (SafetyPay) has just contacted me (Ticket N°2254439) offering to formally re-notify 1xBet about these three payments due to the merchant's lack of cooperation.

I have accepted their assistance and provided them with the evidence of chat obstruction. It is clear that even the processor sees an issue with how the casino is handling my $1,000.00

Stefan, I have an update. The payment processor SafetyPay has formally escalated my case. They confirmed they are now in direct contact with 1xBet's responsible team to resolve the non-credit of the $1,000.00 USD. This proves that the issue is not on the processor's side or my documentation, but a direct failure of the merchant (1xBet) to credit the funds they have already received.

Update for the mediator: The payment processor (SafetyPay) has officially confirmed that the case has been escalated to 1xBet’s responsible team. They have validated my payment instructions and the bank receipts. Despite the processor's confirmation and direct contact with the merchant, 1xBet remains silent and has not credited the $1,000.00 USD to my account. Additionally, my account is now showing a 'Document Request' error, preventing me from withdrawing my remaining balance."

Dear falexanderbd,

Thank you for your message and for the detailed information provided.

Please note that during ongoing investigations with the payment system, certain account functions, including betting activity or withdrawals, may be temporarily restricted. This is a standard procedure while the case is being reviewed.

At the moment, your case is still under investigation in cooperation with the payment provider. We are working together to verify all transaction details and reach a resolution.

Additionally, our Security Department has requested a selfie from you via email as part of the verification process. We kindly ask you to check your email inbox (including spam/junk folders) and provide the requested information as soon as possible.

Your cooperation is essential for further processing and resolution of your case.

Thank you for your understanding.

Best regards,

1xBet Team

I must emphasize that I have already provided all the requested documentation, including the original PDF bank statements, transaction receipts, and the selfie as requested. This information was sent via email, and I included the mediator (Stefan) as a CC recipient of that communication. Therefore, both the casino and the mediator already have all the evidence in their possession.

It is completely illogical to claim that an investigation is 'ongoing' regarding the deposit when the payment processor (SafetyPay) has already officially confirmed that the funds for all three transactions (683242, 634713, 653548) were delivered to 1xBet. Furthermore, I have not received any new email from the casino with further instructions, which proves this is a delay tactic.

I request the mediator to check the email I sent (where he is copied) and take note that the casino is providing false information to this forum. I am fully cooperative, but the casino is ignoring the documents already submitted. My funds ($1,000 USD) must be credited immediately.

Dear falexanderbd,

Thank you for your responses and initiative to resolve the case with the payment provider.

Dear 1xBet Casino EC,

I would like to kindly ask you to resolve the matter at your earliest convenience and credit the funds to the player's account as the payment provider confirmed that you have received the funds from the player and payment provider. I look forward to your response.

Dear Stefan, I would like to provide a critical update regarding my case.

I have received official confirmation from the payment provider (SafetyPay) stating that the issue has been escalated directly to the merchant (1xBet) for final crediting, confirming that the funds are already in the casino's possession.

Paradoxically, 1xBet continues to block my ability to place bets with my remaining balance, yet I continue to receive daily marketing notifications from them (the most recent ones on May 6th and 7th) encouraging me to bet on live events.

This proves that the 'security investigation' is a pretext, as their marketing system treats me as an active user while their financial department withholds my $1,000 deposit. I am attaching the confirmation from SafetyPay and the contradictory marketing notifications.

Hello,

Thank you for your message.

At the moment, there are no new updates regarding your case. Please note that the relevant department is still waiting for the requested selfie verification from your side, as it has not yet been successfully provided.

We kindly ask you to submit the requested selfie according to the instructions previously sent by the Security Department. Once it is received, the review of your case will continue.

Thank you for your cooperation and understanding.

Best regards,

1xBet Team

Dear Stefan and 1xBet representative,

I have just uploaded the requested selfie with my ID as a private attachment for your review.

I must clarify for the record that, contrary to the casino's claim, I have never received any official email or notification through my account requesting this documentation until it was mentioned in this forum.

Now that the 'identity verification' has been provided, I expect the immediate crediting of my $1,000 deposit, which has already been confirmed as delivered to the merchant by SafetyPay. There are no longer any technical or security grounds to delay this further.