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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.

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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.

I'm attaching the latest email I received from 1xbet, in which they acknowledge that I met the rollover requirements and that there was an error in crediting the €300.

Anexo o último e-mail recebido da 1xbet onde eles admitem que cumpri o rollover e uma falha na atribuição dos 300€

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.