1xBet Casino - Igračev nalog je zaključan.

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 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.

• Could you please forward me the conversation between you and the casino customer support that led to the closure of your account?
• Have you played any games with your 200 USDT balance?
• Have you passed the full KYC verification, or was your account closed before the casino reviewed your documents?
• Have you made any successful 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

Hello Veronika, thank you for your follow-up. Since my account is currently locked, I cannot access the live chat history, but here is the factual summary of my situation:

​1. The Conversation: I was inquiring with support whether I could block "High-frequency betting" (Casino/Slots) while keeping only "Sports betting." This was a responsible gaming inquiry. However, they suddenly locked my account without any explanation.

2. Gaming History: Yes, I have been a loyal customer of 1xBet for several years. I have a long history of placing regular sports bets with both wins and losses. My betting behavior has always been compliant.

3. KYC Status: They blocked my account first without explanation. After I emailed them to protest, they requested extensive documents, including identity verification and proof of phone number ownership. I have provided all requested documents over a month ago, but 1xBet has been stalling and ignoring my case since then.

4. Withdrawal History: Yes, as a long-term customer, I have made numerous deposits and several successful withdrawals in the past.

​The core issue is that they are withholding my current 200 USDT deposit after I made a responsible gaming inquiry, and they are ignoring the KYC documents I already submitted.

Hello Veronika, thank you for your patience. I have uploaded the screenshots of my email correspondence with the 1xBet Security Team as evidence of their stalling tactics:

​Stalling despite full cooperation: Since January 28th, I have provided all requested documents, including high-quality ID photos, full transaction hashes (TxID), and proof of phone number ownership (China Mobile invoice provided on Jan 31st).

​Unjustified lock: The support representative 'Mary' tried to claim I reported an addiction, which was a complete misinterpretation of my simple inquiry about blocking high-frequency games.

​Over 2 weeks of silence: Despite my full compliance with their KYC demands, 1xBet has stopped responding for over 15 days.

​I have fulfilled all my obligations as a player. Please use these screenshots to press the casino for the immediate release of my 200 USDT.

Adding missing evidence screenshots for clarity

It's been 9 days since I filed this complaint (ID: 197375). I have provided all the evidence, including TxID and deposit screenshots, proving my account (ID: 304279519) was unfairly locked with a 200 USDT balance. I understand Veronika is away, but the delay is becoming unacceptable. Please escalate this and officially notify 1xBet immediately. I'm waiting for a fair resolution

Hello feifeiramone,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

​Thank you for the update. I understand the situation regarding Veronika's vacation and I am willing to wait for her return.

​I trust that Casino Guru will continue to provide professional assistance in resolving this dispute and help me protect my legitimate rights. I look forward to a fair resolution once Veronika is back.

​Thank you for your hard work and understanding.

​Best regards,

feifeiramone

Dear feifeiramone

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, Michal (michal.k@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

Thank you, Veronika. I appreciate the update and look forward to hearing from Michal. Best regards, feifeiramone.

Hello feifeiramone,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite 1xBet Casino to join the conversation.

Dear 1xBet Casino,

Can you please provide clarity on this situation? As the player mentioned, I was inquiring with support whether I could block "High-frequency betting" (Casino/Slots) while keeping only "Sports betting." I would like to understand why their entire account was blocked.

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru for a independet review.

Dear Michal,

Dear feifeiramone,

Thank you for bringing this matter to our attention.

We would like to inform you that we have received the request and the information provided in this complaint. At the moment, the case related to account ID 304279519 is being reviewed by the relevant department.

Our specialists are currently checking the details of the situation, including the account status and the actions that led to the restriction. Once the verification is completed and we receive the results of the internal review, we will provide a detailed response and clarification.

We kindly ask for a little additional time while the necessary checks are being carried out.

Thank you for your patience and cooperation.

Kind regards,

1xBet Team

Thank you, Michal, for your mediation.

​It has been a full month since this issue began, and I find it disappointing that 1xBet has only now provided a generic response without any concrete findings. I would like to reiterate that my account (ID: 304279519) was locked immediately after I inquired about "Category Exclusion"—a standard responsible gaming feature.

​This delay is unacceptable. I request 1xBet to provide a definitive conclusion and a clear explanation within the next 3 business days. My goal remains the same: the immediate restoration of my account or the withdrawal of my remaining balance (200 USDT).

Dear feifeiramone,

Thank you for your message.

After reviewing your case, we would like to clarify that your account was blocked due to responsible gaming measures. During communication with the support team, your statements were interpreted as indicating potential gambling addiction. In accordance with our responsible gaming policies, this results in an immediate restriction of the account to protect the player.

Please note that at this stage, the account has not passed the required verification, which is also necessary for any further actions.

If you wish to fully restore access to your account, you need to contact our Security Department via email at block@1xbet-team.com and provide:

A valid identity document

A medical certificate confirming the absence of gambling addiction

If you wish to withdraw only the remaining balance (200 USDT) without restoring full access, you should also contact the same email address and:

Clearly state the reason for your request

Provide identity verification documents only

Once your request is reviewed by the relevant department, you will receive further instructions.

Thank you for your understanding.

Kind regards,

1xBet Team

Dear 1xBet Team,

Thank you for the clarification of your actions and outlining the steps necessary for taking this case further.

Dear feifeiramone,

I trust that the reply from the casino team has provided you with greater clarity regarding the situation. The account verification in situations like this is a standard practice within the industry. Kindly inform me of your preferred option from those mentioned above.

Hi Michal,

​I want to be very clear about my position and my demands. I have already provided all necessary identification, real-name registration, and deposit records. I have a long history of multiple successful deposits and withdrawals on this platform, proving I am a legitimate and verified user.

​The demand for a "medical certificate" is not only an extreme invasion of privacy but also an utterly absurd and impossible requirement. There is no medical institution or authority that issues such a certificate for a casino dispute. This is a bad-faith tactic used by 1xBet to hold my funds hostage.

​My demands are as follows:

​Immediate Account Restoration: I demand that 1xBet restore full access to my account immediately. I should be allowed to log in and process the withdrawal of my 200 USDT balance myself.

​No More Delays: This matter has already been dragged out for far too long. Since 1xBet chose to lock my account based on a simple inquiry about rules, they have a regulatory obligation to return my principal funds without further harassment.

​Michal, I ask you to reject their ridiculous request for medical proof and urge 1xBet to reopen my account so I can withdraw my money and resolve this case.

Hi Michal,

​I have new, irrefutable evidence that 1xBet is lying and intentionally stalling this process.

​Please see the attached screenshot of my email correspondence with block@1xbet-team.com dated January 22, 2026.

​As you can see:

​Verification Completed Long Ago: I already provided the high-quality ID photos (over 300KB as requested) and official payment confirmation with TxID, date, and amount directly to their security team.

​False Accusations: The casino's representative (Mary) claimed I "reported gambling addiction." This is a blatant lie. I only inquired about "Category Exclusion" rules. They are twisting my words to justify an unlawful account freeze and to avoid returning my 200 USDT balance.

​Abuse of Process: After I provided everything they asked for in January, they are now introducing this "medical certificate" requirement—a document that does not exist in the medical world—simply to create an impossible barrier.

​My Final Demands:

​Reject the Medical Certificate: This is an absurd, non-standard demand used as a delay tactic.

​Account Access: I demand the immediate restoration of my account (ID: 304279519) so I can manually withdraw my 200 USDT principal balance.

​Enforce the Refund: Based on the proof that they already received my KYC documents months ago, there is no legitimate reason to hold my funds.

​Michal, I have done my part. 1xBet is acting in bad faith. I trust Casino Guru will hold them accountable for this clear harassment.！

Hi Michal,

​I want to state clearly for the record: over a month ago, on January 22nd, I had already contacted 1xBet’s security department (block@1xbet-team.com) multiple times. As shown in the attached screenshot, I provided every single document they requested at that time—including high-quality ID photos, official proof of my phone number registration, and detailed Binance deposit records.

​The only reason I brought this case to Casino Guru is that their security team completely ignored my evidence and emails for weeks.

​Furthermore, their new demand for a 'medical certificate' is an absolute absurdity. This is not a standard verification procedure; it is a bad-faith tactic designed to be impossible to fulfill. No medical institution issues such a 'non-addiction' certificate for a gambling dispute.

​I have already fulfilled all legitimate KYC requirements. I demand that 1xBet stop these delay tactics, reject this ridiculous medical requirement, and restore my account access so I can withdraw my 200 USDT balance immediately."

Dear feifeiramone,

Thank you for your responses. I can agree with you that "medical certificate confirming the absence of gambling addiction" request from the casino is not justified.

Dear 1xBet Casino,

I acknowledge that the KYC and AML verification process necessitates players to submit specific documents, which is a standard practice in the industry. However, the player has stated that they have never claimed to have a gambling addiction, making your request appear rather Unjustified.

We fully respect your responsible gaming policies and, as Casino Guru, strongly support the importance of addressing any responsible gambling concerns that may arise. We must respectfully note that the current requirement imposed on the player appears disproportionate. To the best of our knowledge, within the player’s jurisdiction, there is no practical or appropriate medical certificate issued specifically for online gambling purposes. Furthermore, unless explicitly required by local legislation, online casinos generally do not have the authority to request official medical documentation confirming the absence of a gambling addiction.

As your casino operates under a license issued by the Curaçao Gaming Authority (CGA), we kindly ask you to provide any official regulatory provisions or requirements issued by the CGA that authorize the request for medical certificates from players, particularly those residing in the player's jurisdiction.

Based on the information currently available, the actions taken appear to lack sufficient justification and give the impression of an unreasonable barrier to the withdrawal of the player’s legitimate winnings.

We therefore respectfully request that you conclude the player’s verification process and, once successfully completed, proceed with the transfer of the player’s winnings without further undue delay.

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 feifeiramone,

Thank you for your message and for providing detailed information regarding your case.

We would like to inform you that your request dated January 27, 2026, was reviewed by our security team. In your communication, you stated:

"我不希望自己沉迷高频博彩游戏 我只需要足球博彩", which translates to: "I do not want to become addicted to high-frequency gambling; I only need football betting."

Based on this statement, our system and specialists interpreted it as a potential indication of gambling-related risk. In accordance with our Responsible Gaming policy, your account was restricted as a preventive measure to protect you from possible harm.

Please note that such actions are applied in line with responsible gaming standards and are intended solely for player protection.

At this time, your case is still under review, and all relevant details are being carefully examined. Once the review is completed, you will receive a final decision along with further instructions.

Thank you for your understanding and patience.

Best regards,

1xBet Team

Dear 1xBet Team,

Thank you for your clarification—it does provide some additional context. However, it still does not justify withholding the player’s winnings.

While the decision to close or block the account may be considered somewhat strict, we understand that actions related to potential gambling addiction should be treated seriously, and we can accept this as a preventive measure. That said, this should not impact the player’s right to receive their legitimate winnings.

There is no reasonable basis for requiring a medical certificate in order to process a withdrawal. Provided the player has successfully completed KYC, which appears to be the case, the funds should be released accordingly.

Please let us know how and when the funds will be disbursed to the player.

Dear Michal and 1xBet Team,

​Thank you for your response. However, I must formally express my deep dissatisfaction with how this case has been handled.

​Questioning Integrity: This case has been dragged out for far too long. Using "Responsible Gaming" as a pretext to freeze legitimate funds is a clear violation of fair play and raises serious questions about the casino's integrity. If the goal is truly to "protect" the player, the correct action is to return the balance immediately, not to withhold it indefinitely.

​Acceptance of Account Closure: I accept the closure of my account as a preventive measure. However, as Michal stated, this is no justification for withholding my 200 USDT.

​Demand for Refund: I have already completed all necessary KYC procedures. I demand the immediate release of my 200 USDT balance to my original deposit address.

​The delay is no longer acceptable. I look forward to a definitive response regarding the refund timeline.

​Regards,

feifeiramone

Dear feifeiramone,

Thank you for your message.

We are checking what can be done in your case. Please wait for a reply.

Best regards,

1xBet Team

To the 1xBet Team and Casino Guru Moderators,

​I have noted the casino’s recent response, which appears to be a deliberate stalling tactic specifically designed to reset the countdown timer. This is a clear demonstration of bad faith. My position remains firm: I have completed all KYC requirements, I have accepted the account closure as a preventive measure, and there is absolutely no legal or regulatory basis to withhold my 200 USDT balance.

​I will not be dragged into an endless cycle of timer resets. Consider this my final formal notice:

​If my 200 USDT is not released to my original deposit address within the next 24 hours, I will proceed with the following:

​Regulatory Escalation: I will file a formal dispute with your licensing body (Curacao eGaming) regarding the illegal seizure of player funds.

​Public Exposure: I will post the full transcript of this "Category Exclusion" trap on major industry forums (AskGamblers, LCB) and social media to warn the community that 1xBet uses "protection" as a pretext to misappropriating small balances.

​Rating Impact: I request Casino Guru to mark this case as "Unresolved due to Casino's Bad Faith" and adjust their safety index to reflect this predatory behavior.

​Stop the excuses. The "protection" argument is invalid once the account is closed. Release my funds immediately.

​Regards,

feifeiramone

Dear 1xBet Team,

Given that this matter has persisted for a considerable amount of time, we feel it is necessary to advocate for the player's position. I respectfully request that you process the player’s withdrawal without further delay. If this is not addressed within the next couple of days, we will have to classify this case as Unresolved - intentional delays in processing the withdrawal on the casino's part, directly contravening the Fair Gaming principles we strive to promote.

I look forward to your prompt action.

Dear feifeiramone,

Thank you for your patience.

We would like to clarify that you may proceed with the withdrawal of your remaining balance without providing a medical certificate.

To do so, please contact our Security Department at block@1xbet-team.com with a request to withdraw your funds. Upon your request, temporary access to your account will be granted solely for the purpose of completing the withdrawal. After the withdrawal is processed, the account will be restricted again.

Please note that a medical certificate would only be required in case you wish to fully restore access to your account with all functionalities.

Thank you for your understanding.

Kind regards,

1xBet Team

Dear Investigator and 1xBet Representative,

​I want to clarify that this issue is NOT resolved yet.

​To the 1xBet Representative:

I have already sent the required email to block@1xbet-team.com regarding my account 304279519. However, my account is still locked and I have no access to withdraw my 200 USDT.

​To the Casino Guru Investigator:

Please keep this complaint OPEN. While 1xBet has stated that a medical certificate is no longer needed for withdrawal, I still cannot log in to my account. I am currently waiting for the "temporary access" they promised. I will only consider this matter resolved once the 200 USDT is successfully withdrawn and confirmed in my wallet.

​I will update this thread as soon as there is any actual progress.

​Kind regards,

feifeiramone

Dear feifeiramone,

Please clarify when have you sent an email to our Security Department at block@1xbet-team.com with a request to withdraw your funds?

If you sent it yesterday - please expect a reply soon.

Thank you for your understanding.

Kind regards,

1xBet Team

Dear 1xBet Representative,

​I sent the email to block@1xbet-team.com yesterday, March 31st, at 17:26 (UTC+8). I even attached a screenshot of the official reply you gave me on this thread.

​My account ID is 304279519.

​To the Investigator:

I have provided all the information they requested immediately. It has been nearly 24 hours and my account is still locked. Please notice that 1xBet is asking questions I have already answered instead of granting the "temporary access" they promised. This looks like a clear stalling tactic.

​I am still waiting for the access to withdraw my 200 USDT.

​Kind regards,

feifeiramone

Dear Investigator,

​Please note that 1xBet is using stalling tactics by asking questions I have already addressed. By doing this, they are resetting the timer without actually providing any solution.

​I sent the email to block@1xbet-team.com on March 31st at 17:27 (UTC+8). I even provided my account ID (304279519) and the screenshot of their own promise on this thread. It has been over 20 hours and they still haven't granted the "temporary access" they promised.

​To the 1xBet Representative:

Stop asking redundant questions. My email is in your inbox. Grant me access immediately so I can withdraw my 200 USDT and we can close this case.

​I am attaching the screenshot of my sent email here again as proof.

​Kind regards,

feifeiramone

Dear feifeiramone,

Thank you for your reply.

We kindly asking you to wait for a reply from a Security Team.

Thank you for your understanding.

Kind regards,

1xBet Team

Dear Investigator (Michal),

​This is exactly what I warned you about. 1xBet is once again providing a non-answer ("Wait for Security Team") just to stop the timer and avoid their responsibility.

​They promised "temporary access" on this thread days ago.

​They have confirmed no medical certificate is needed.

​They have had my email for over 72 hours now.

​There is NOTHING left for them to review. This is a clear case of Bad Faith and systematic stalling. If "waiting" was the solution, we wouldn't need this mediation.

​Michal, I request you to stop this endless cycle now. Please close this case as "Unresolved - Casino Uncooperative" and apply the permanent penalty to their rating. I am done with their lies and I will take this evidence to the Curacao Gaming Control Board and AskGamblers immediately.

​Kind regards,

feifeiramone

Dear 1xBet Team,

I respectfully request that this matter be addressed without further delay, in accordance with timely and transparent resolution.

I look forward to your immediate attention and compliance with the relevant standards.

Dear feifeiramone,

Thank you for your message.

At this moment, we are unable to locate your previous email in our system. To ensure your request is processed as quickly as possible, we kindly ask you to resend your email directly to block@1xbet-team.com

Please include the following in your message:

A clear request to withdraw your balance.

A photo of your identity document that matches the information provided in your account registration.

Once we receive this information, the Security Team will be able to proceed with your request without further delay.

We appreciate your understanding and cooperation.

Kind regards,

1xBet Team

Dear Investigator (Michal),

​I am absolutely outraged. 1xBet is now claiming they "cannot locate" my email. This is a blatant, documented lie.

​Email Proof: I have already posted screenshots in this thread clearly showing the sent email, the recipient address, and the timestamp.

​Identity Documents: I have already sent my identity verification documents multiple times through various channels as requested. They have everything they need.

​Bad Faith Stalling: Claiming they can't find an email that is clearly proven to be sent is their 5th attempt to reset the timer and avoid paying my 200 USDT balance.

​Michal, I refuse to play this "resend and wait" game anymore. If 1xBet’s "Security Team" is so incompetent that they cannot find an email in their own system, they should not be operating.

​I officially request you to stop granting extensions and close this case as "Unresolved - Casino Uncooperative" now. I am taking these screenshots of their lies to the Curacao Gaming Control Board and AskGamblers immediately to expose this systematic fraud.

​Kind regards,

feifeiramone

Dear Investigator (Michal),

​I am beyond disappointed. 1xBet is now using the most amateurish excuse possible—claiming they "cannot locate" an email that has been proven sent with screenshots and timestamps in this very thread.

​This is the 5th time the timer has been reset for a blatant lie. 1. KYC Documents: I have sent my identity verification documents multiple times through every requested channel. They have had everything for weeks.

2. Email Proof: The proof of the sent email is right here in front of you. There is no "missing email," only a casino that refuses to pay.

​Michal, if you allow this 24-hour cycle to continue, you are effectively helping 1xBet stall. I refuse to resend any documents or emails that have already been provided.

​I request that you close this case as "Unresolved - Casino Uncooperative" IMMEDIATELY. If this is not done, I will take the entire record of this failed mediation to the Curacao Gaming Control Board and AskGamblers to file a formal complaint against both 1xBet and the lack of effective mediation from Casino Guru.

​Enough is enough. I am done with this circus.

​Kind regards,

feifeiramone

Dear Michal,

​As requested by the 1xBet team, I have just resent the email with all required KYC documents to block@1xbet-team.com for the ABSOLUTE LAST TIME. I have also CC'd you on this email for full transparency.

​Please see the attached screenshot of the sent email as proof.

​I have a firm condition for this mediation: Since I have already proven multiple times that these documents were sent previously, I will NOT accept any further 24-hour or 7-day extensions. 1xBet’s claim of "missing emails" is a documented stall tactic, and I have now neutralized that excuse.

​If my account is not restored and the balance is not released within the CURRENT countdown, I request you to close this case as "Unresolved - Casino Uncooperative" immediately. I am ready to take this evidence of systematic stalling to the Curacao Gaming Control Board and AskGamblers.

​The ball is in their court. No more excuses.

​Kind regards,

feifeiramone

Dear 1xBet Team,

I kindly urge that this issue be resolved promptly, adhering to the principles of timely and transparent resolution.

I anticipate your swift attention and adherence to the applicable standards.

Dear feifeiramone,

Thank you for your message.

Checking the information provided by you. Will get back to you shortly.

Appreciate your cooperation.

Kind regards,

1xBet Team

The casino's response is a textbook example of the stalling tactics I previously warned about. They claim to be 'checking the information,' yet these exact documents have been provided multiple times and were CC'd to the mediator for full transparency. There is absolutely nothing new to check. I stand by my firm condition: I will not accept any further extensions. If the account is not restored immediately, I request Michal to close this case as 'Unresolved' so I can proceed with the Curacao Gaming Control Board

Dear 1xBet Team,

We are looking forward to your prompt addressing of this matter and processing the payment to the player.

Dear feifeiramone,

Thank you for your message.

We sincerely apologize for the waiting time and understand your frustration regarding the current situation.

At the moment, we are still reviewing all the information and materials related to your case. In order to provide you with a complete and accurate response, we kindly ask for a bit more time.

Please be assured that your case is being handled, and we will get back to you with a full update as soon as possible.

Thank you for your patience and understanding.

Kind regards,

1xBet Team

The casino's response is a textbook example of the systematic stalling I warned about. All KYC documents were resent to the correct department, and I CC'd the mediator for full transparency. There is absolutely nothing new left to 'check.'

​I will not accept any further extensions. If my account is not restored within the current countdown, I request Michal to close this case as 'Unresolved' so I can immediately escalate this evidence of bad faith to the Curacao Gaming Control Board.

The casino's response is a textbook example of systematic stalling and a complete lack of integrity. They have had every opportunity to resolve this, yet they continue to use the same 'checking information' excuse despite all documents being provided and CC'd to the mediator.

​I am no longer willing to endure these endless, bad-faith delays. I have reached my limit and am exhausted by this process. I would rather take this as an expensive lesson than continue this pointless game.

​Michal, I sincerely apologize for the extra trouble this has caused you, and I thank you for your efforts. However, since the mediation cannot deter their tactics, I officially request you to close this case as 'Unresolved - Casino Uncooperative'. I want this record to remain public as a permanent warning to all other players about how 1xBet operates. I am done waiting.

Dear feifeiramone,

Thank you for your message.

We would like to inform you that we have received your email. However, the identity document (ID) required for verification was not included in the provided materials.

Kindly resend your ID document so that we can proceed with the verification process and assist you further.

We appreciate your cooperation.

Kind regards,

1xBet Team

Dear 1xBet Team and Casino Guru Mediator,

​I am writing to clarify that I have already submitted various verification documents multiple times, including my ID card, deposit/withdrawal records, and even phone bills containing my full identity and phone number.

​Despite this, I am now re-uploading clear and complete copies of both the front and back of my ID card as requested. I kindly ask the Casino Guru mediator to supervise this submission and ensure that these materials are properly reviewed to avoid further repetitive requests.

​Additionally, I am attaching screenshots of my previous emails as evidence of my consistent cooperation and to ensure full transparency. I would like the mediator to review these records to understand the history of my submissions.

​Best regards,

Dear feifeiramone,

Thank you for your prompt action in resending the documents to the casino team.

Dear 1xBet Team,

We anticipate your swift evaluation of the documents and the subsequent processing of the payment to the player.

Dear feifeiramone,

Thank you for your reply.

We are checking the information you provided. It may take some time.

Appreciate your patience and cooperation.

Kind regards,

1xBet Team

Dear Michal, thank you for your support. However, we have been through several rounds of the same response from 1xBet. They keep stating they are 'checking the information' without providing any substantive progress or results. This is clearly a delay tactic. I kindly ask Casino Guru to set a firm deadline for the casino to complete their investigation and reach a final conclusion, rather than allowing this cycle to continue indefinitely.

Dear feifeiramone,

I completely appreciate your eagerness to have this resolved promptly. However, in accordance with the standard procedures of the industry, the review process by the relevant department may require some time. I recognize that this case has been pending for nearly 2 months, yet I remain optimistic that we will reach a favorable conclusion shortly.

Thank you for your patience.

Dear 1xBet Team,

Thank you for your response. We anticipate your swift evaluation of the documents and the subsequent processing of the payment to the player.

Dear Michal,

​I fully respect your mediation process, but we have to face the fact that this case has been "under review" for two months. Since all the necessary supporting documents and evidence were provided weeks ago, I fail to see what technical reason could justify such a long delay.

​Could you please clarify what the standard timeframe is for a casino to conclude an "investigation"? I believe we should have a final resolution in the near future—perhaps within the next week—rather than allowing this to drag on indefinitely. If 1xBet cannot provide a substantive update shortly, I request that we move toward a final ruling.

Dear feifeiramone,

At the moment, according to our records, we have not received the requested verification documents from you in the past couple of weeks. To help us proceed with your case as quickly as possible, we kindly ask you to provide a screenshot confirming that the documents were sent in accordance with the instructions, specifically to the email address block@1xbet-team.com. Please ensure that the screenshot clearly shows:

• The recipient email address (block@1xbet-team.com)
• The date and time of sending
• The attached files (your documents)

This will allow us to verify the situation on our side and avoid any further delays in the review process.

We appreciate your cooperation and look forward to your response.

Kind regards,

1xBet Team

Dear 1xBet Team,,

The player has provided me with proof of their email to your address block@1xbet-team.com, which is expected to contain the documents you requested. This email appears to have been sent on the 3rd of April already.

Are you suggesting that you have not received this email? It seems that the player has sent you several emails over the past few weeks. Could you kindly confirm the most recent email you received from the player and its contents?

Dear Michal,

​I am writing to express my absolute frustration and to expose 1xBet's persistent bad faith. As soon as you intervened, they sent me another private email demanding "new" documents—specifically proof of phone number ownership and the transaction hash—claiming again that they "could not verify" previous ones.

​This is a blatant lie and a classic delay tactic. I have provided all of these supporting documents multiple times over the past two months. Every time I comply, they invent a new requirement or claim they didn't receive it. To prove my point, I am uploading screenshots of my previous emails here to show that I have already provided everything they are now asking for.

​I have done everything possible to cooperate for months. 1xBet is simply acting in bad faith to avoid payment. At this stage, since the evidence is clear and the casino continues to play games, I must ask: Is this enough for Casino Guru to reach a final conclusion and rule in my favor? I refuse to be part of this endless loop of harassment.

Dear Michal,

​I have attached the screenshots of my emails from TWO MONTHS AGO as absolute proof of 1xBet's bad faith. These documents clearly show that I have already provided the phone number verification and deposit confirmations multiple times.

​I have reached my breaking point. I hereby refuse to provide any further "new" documents because this is nothing but a malicious delay tactic. Every time I comply, they invent a new requirement. This is not a verification process; it is harassment and a blatant attempt to avoid paying a legitimate balance.

​I have done everything possible to cooperate. If these proofs are not enough to rule in my favor and mark this casino as "unresolved" or "dishonest," then I have nothing left to say. I will keep this thread public so every player can see the true face of 1xBet. I am staying until the end—I want a final judgment now.

Dear Michal,

​I am attaching the evidence regarding my deposit as requested. Please note the timestamp—this was sent to 1xBet TWO MONTHS AGO. I have provided the transaction hash, screenshots, and all relevant details multiple times, yet they continue to claim they "cannot verify" it or ask for it again in a different format.

​This is a clear act of bad faith and a deliberate stalling tactic. I have already provided every possible document. I am officially refusing to participate in this endless cycle of redundant requests. If 1xBet is allowed to ignore clear evidence for months without consequence, then the mediation process is being exploited.

​I have fulfilled my obligations. I now request a final ruling based on the evidence provided. Let this thread stand as a warning to all players about how this casino operates.

To 1xBet Team,

​My demand is simple and final: Restore account 304279519 access immediately. I want to log in, withdraw my balance of 200 USDT, and leave for good. I have provided every piece of evidence multiple times over the last two months and I refuse to engage in any more of your delay tactics. Stop the games and let me take my money and go.

Dear Michal,

Dear feifeiramone,

Thank you for provided information. We are checking it and will get back shortly.

Sorry for the prolonged time of the waiting.

Kind regards,

1xBet Team

Dear Michal,

​I need to point out a ridiculous pattern here: Every time the 24-hour timer is about to expire, 1xBet comes back with a generic "we are checking" or asks for a document I already provided months ago. Then, the timer is reset, and the cycle repeats.

​This is not an investigation; it is a deliberate abuse of the Casino Guru mediation system. By allowing this "infinite loop" of 24-hour extensions, you are effectively helping 1xBet stall indefinitely. They are not looking for "evidence"—they are looking for my breaking point.

​I have already uploaded the text-form hashes and the email history from February. There is NOTHING left to verify. I ask you, Michal: How many more "24-hour" excuses are you going to accept before you admit they are acting in bad faith? If they do not restore my account by the next countdown, I request that you close this case immediately as UNRESOLVED. Stop letting them turn this platform into a joke.

Dear 1xBet Team,

I appreciate the necessity of reviewing the documents provided. However, it appears that you may already have these documents on file. Rather than prioritizing the prompt resolution of this issue, your focus seems to be on identifying possible hindrances. This conduct does suggest a tendency towards intentional delays, which we cannot regard as equitable. I respectfully and kindly urge you to complete the verification process and proceed with the payment to the player without any additional delays.

Dear feifeiramone,

Thank you for your message.

We would like to clarify the situation regarding your account verification. During the review, it was identified that the document number in your profile was a random set of digits entered by you. Due to this, the security team was unable to verify your identity using the provided ID document.

Since identity verification is a mandatory step before processing any withdrawals, we need to confirm that you are the actual owner of the account. Therefore, you were asked to complete verification using an alternative method.

Please provide one of the following:

-A contract/agreement with your mobile operator for the phone number linked to your account,

or

-A screenshot from your mobile provider’s personal account.

In both cases, the document must clearly show:

-Your full phone number,

-The full name of the owner of the number.

Please note:

-Scans, copies, and edited files are not accepted,

-All information must be clearly visible and readable,

-The image size must be more than 1 MB.

Once valid documents are provided, the verification process can be completed, and we will be able to proceed further with your request.

Kind regards,

1xBet Team

Dear feifeiramone,

Thank you for your prompt response and for providing the requested document. As independent dispute mediators, we are not forensic experts, nor do we have the legal authority to approve the validity of documents that the casino "must" accept. Our assessment is based on our extensive experience in the industry and publicly available resources. While the China Mobile invoice you provided appears to be legitimate, we cannot offer an official or legally binding assessment of it. I felt it was important to clarify our position and capabilities in this regard.

That said, I completely understand your frustration with this situation and the time it has required thus far. However, I would like to suggest that reiterating the same points repeatedly does not help expedite the resolution process. Please rest assured that I am actively following up with the casino team, who are cooperating with us.

While the level of cooperation may not meet your expectations, please understand that the Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures are critical for any licensed operator and must be taken seriously. If you believe that closing this case will lead the casino to overlook these important policies, I must respectfully inform you that this assumption may be mistaken.

In fact, prematurely closing the case may undermine the prospects for a positive resolution.

Our goal remains to reach a fair outcome, even if it requires more time than anticipated. I remain hopeful that we will see a positive result soon.

Thank you for your patience while we continue to work through this matter.

Dear 1xBet Team,

We anticipate your swift evaluation of the documents and the subsequent processing of the payment to the player.

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 feifeiramone,

Thank you for providing the invoice. However, this document cannot be accepted as full proof of ownership of the phone number, as it is only a billing document and does not clearly confirm that the number is registered under your name.

Please provide the exact confirmation requested in the verification instructions, without any substitutions or deviations. The simplest way to do this is to log in to the mobile operator’s app, go to the personal account, and send a screenshot where the full phone number and the account holder’s full name are clearly visible.

Once our block team receives the requested proof, they will review it accordingly.

Best regards,

1xBet Team

I have checked every corner of the mobile app; the privacy masking is a mandatory system-level security feature in China that cannot be disabled. However, the official tax invoice I provided already contains both my full name and full number. Rejecting the invoice while demanding an unmasked app screenshot is asking for the impossible.

Dear Michal,

​I have provided the ID, the official tax invoices (which you recognized as legitimate), and the App screenshot showing a 15-year usage history. Furthermore, I have already submitted the complete deposit evidence, including the Binance screenshot and the transaction hash (TxID), proving the 200 USDT balance came from my own verified source.

​As explained, Chinese law strictly prohibits mobile apps from displaying unmasked personal names. It is now crystal clear that 1xBet is not "verifying" my account; they are intentionally requesting legally impossible documents to avoid paying. This is a classic bad-faith tactic.

​I am disappointed that this mediation has turned into an endless cycle of timers. By allowing the operator to restart the clock with these unreasonable demands, Casino Guru is inadvertently helping them delay the process.

​I formally request that you set a FINAL DEADLINE for 1xBet. If they cannot accept the combination of an official ID, 15 years of account history, tax invoices, and verified deposit records, then this is a Refusal to Pay. Please stop the extensions and proceed with the final assessment.

Dear feifeiramone,

Thank you for providing the additional evidence and clarification.

I would like to express my understanding of your frustration regarding this situation and the time it has taken so far. While the level of cooperation from the casino may fall short of your expectations, the casino team is actively engaged in the resolution process. It is important to recognize that Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures are essential for any licensed operator and must be handled with utmost diligence. I understand that these rules and policies may feel frustrating or unfavorable from your perspective; however, this does not affect their validity or enforceability. I sincerely hope we will be able to find a way to meet the regulatory requirements based on the documentation you are able to provide.

Our objective is to achieve a fair resolution, even if it necessitates more time than initially anticipated. Should you feel that another entity might be more suited to address your concerns, you are certainly welcome to explore that option. If our complaint resolution process and company policies do not align with your expectations, you may choose to reach out to the appropriate licensing authority or consider alternative dispute resolution services. I remain committed to managing your case with objectivity and thoroughness within our established framework.

Dear 1xBet Team,

In light of the above, we kindly request your prompt guidance on how you wish to proceed with the verification process and the subsequent payout of the player’s winnings, so that we may ensure a swift resolution of the case.

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 Michal,

​I’ve provided all possible legal evidence: ID, Tax Invoices, Transaction Hashes, and Phone Records.

​My demand is simple: Restore my account access immediately so I can withdraw my balance and leave.

​I am done with their stalling tactics. Given the exhaustive proof I’ve submitted, I request that:

​This be my final submission.

​If 1xBet fails to provide a payout solution in their next reply, close the case as "Unresolved" without further extensions.

​I have fulfilled my burden of proof. It's time for a final decision.

​Best regards,

feifeiramone

Dear Michal,

Thank you for granting this final 7-day deadline.

After two full months of repeated bad faith delays, the entire situation is now completely clear:

1. My account was locked simply for asking a standard responsible gaming category exclusion question, with no rule violations on my part.

​

2. I have submitted every single legally valid document available to a Chinese resident: full government ID, official carrier tax invoice with my full legal name and phone number, 15+ years of account usage history, complete verified deposit and on-chain source of funds proof.

​

3. 1xBet is intentionally demanding a fully unredacted, plain-text full name and phone screenshot. This is permanently and legally impossible to obtain in China, due to mandatory national Personal Information Protection Law requirements that apply to every telecom operator website and application.

This is no longer a legitimate verification process. It is a deliberate, documented tactic to invent unattainable requirements, endlessly reset timers, and unjustly withhold player funds.

I will NOT provide any further additional documentation, nor will I participate in any more fabricated delay cycles. I have fully exhausted every reasonable possible form of cooperation.

This is my absolute final submission.

At the end of this 7-day final window, if 1xBet still refuses to complete verification and release my 200 USDT balance, I formally request you:

1. Rule fully in my favour.

​

2. Officially close this case as Unresolved - Casino Bad Faith & Intentional Non-Cooperation.

​

3. Permanently update 1xBet’s safety index and publicly document this predatory behaviour for all future players to see.

I trust you will deliver a fair, final and uncompromised ruling at the conclusion of this period.

Regards,

feifeiramone

Account ID: 3*********9

Complaint Final Statement:

​I am confirming that my funds have finally been recovered. However, let this be a warning to everyone: this only happened because of the persistent pressure from Casino Guru.

​If you rely on 1xBet’s own customer service, you will NEVER see your money again. They are experts at ignoring you and making excuses. It took two months of fighting and third-party intervention to force this shady platform to do what is right. They didn't return the money out of honesty; they did it because they were caught and publicly shamed.

​This site is a nightmare for players. I am closing this case, taking my money, and I strongly advise everyone to stay far away. Don't trust their "support"—trust only the evidence you keep.

Great news, Feifeiramone. I’m pleased that we have played an important role in bringing this matter to a resolution and that you have now received the funds.

I completely understand your frustration with how the situation was handled. There is certainly room for these processes to be more professional, efficient, and user-friendly. That said, procedures related to Know Your Customer (KYC) and Anti-Money Laundering (AML) can sometimes be quite complex. I’m glad, however, that our joint efforts in this case have reached a positive outcome.

I will now proceed to mark the complaint as "resolved" in our records. Thank you to both parties for your cooperation.

Should you face any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Centre. We are here to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru