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Dear CasinoGuru Resolution Team,

I am bringing this case to your attention to report a clear violation of fair play and transparency principles by 1xBet. They are currently holding 84 PEN from my account through unauthorized withdrawals.

The Facts:

Legitimate Winnings: After a series of successful sports bets, fully compliant with the platform's terms and conditions, my balance reached 84 PEN.

Failure to meet deadlines: The casino established a maximum and official deadline of 5 days to process my withdrawal of funds

The Wear-Out Tactic: Since the deadline passed, 1xBet's behavior has gone from negligent to openly evasive regarding my claims.

I have sent multiple emails requesting an update; all of them are ignored by the security team.

Live customer service lacks the tools to help. In my last interaction, the trader himself literally confessed that the finance team doesn't respond to them either, and asked me to "come back later."

Attachments for Mediation: I have uploaded to this complaint all the evidence that destroys any excuse from the casino:

According to the betting site, my withdrawal was approved and was supposed to be deposited by August 25th at the latest.

Betting history that demonstrates fair play.

The original email with the submission of my document.

The screenshot of the chat where support admits the ineffectiveness of its own security department after the 5-day period expired

I request your immediate intervention to compel 1xBet to cease these delaying tactics, finalize the verification of my document, and release my funds. The money was earned fairly, and I demand that the same integrity be applied.

Estimado equipo de resolución de CasinoGuru,

Presento este caso ante ustedes para denunciar una clara violación a los principios de juego justo y transparencia por parte de 1xBet. Actualmente mantienen secuestrados 84 PEN de mi cuenta mediante el uso de retiro de fondos

Los Hechos:

Ganancias Legítimas: Tras una serie de apuestas deportivas exitosas y completamente apegadas a los términos y condiciones de la plataforma, mi saldo alcanzó los 84 PEN.

Incumplimiento de Plazos: El casino estableció un plazo máximo y oficial de 5 dias para procesar mi retiro de fondos

La Táctica de Desgaste: Desde el vencimiento del plazo, el comportamiento de 1xBet ha pasado de ser negligente a ser abiertamente evasivo con mis reclamos

He enviado múltiples correos solicitando actualización; todos son ignorados por el equipo de seguridad.

El servicio de atención al cliente en vivo carece de herramientas para ayudar. En mi última interacción, el propio operador confesó literalmente que el equipo de finanzas no les responde a ellos tampoco, y me pidió que "regresara más tarde".

Archivos Adjuntos para la Mediación: He subido a esta queja toda la evidencia que destruye cualquier excusa del casino:

mi retiro según la casa de apuestas fue aprobada y se me tenía que depositar el 25 de agosto como plazo máximo

Historial de apuestas que demuestra un juego limpio.

El correo original con el envío de mi documento.

La captura del chat donde el soporte admite la inoperancia de su propio departamento de seguridad tras el vencimiento de los 5 días

Solicito su intervención inmediata para obligar a 1xBet a cesar estas prácticas dilatorias, finalizar la verificación de mi documento y liberar mis fondos. El dinero fue ganado limpiamente y exijo que se actúe con la misma rectitud.

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 negative experience with 1xBet Casino PE.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Have you made any previous successful payouts?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Do you have access to your player account? Can you log in?

-If I have access to the account

Did you achieve your current balance with the help of a bonus?

- No, all the money went from the account balance

Have you made any successful payments before?

-Not on retreats

-Deposits if

Could you share with me your communication with the casino regarding this matter?

Why do I have to keep waiting, because the financial system is still processing the transaction? But it's been more than 15 days and I still haven't received the money.

¿Tienes acceso a tu cuenta de jugador? ¿Puedes iniciar sesión?

-Si tengo acceso a la cuenta

¿Lograste tu saldo actual con la ayuda de una bonificación?

- No, todo el dinero fue con el saldo de la cuenta

¿Has realizado algún pago exitoso anteriormente?

-En retiros no

-Depósitos si

¿Podría compartir conmigo su comunicación con el casino sobre este asunto?

-Qué tengo que seguir esperando, porque el sistema de finanzas sigue buscando el proceso. Pero ya pasaron más de 15 días y todavía no recibo el dinero

I completely understand your frustration.

To proceed further with your complaint, we will still need to review your communication with the casino regarding the delay. Please forward the relevant communication to my email at tomas@casino.guru. We appreciate your cooperation in the matter.

Dear Neftali.

Before we begin, I hope you are doing well. This is Jonas from the Spanish support team.

I completely understand that waiting for your funds is incredibly frustrating, especially when the days go by and you're staring at the calendar waiting to see your money reflected! But don't worry, Neftali, we're going to review your case in detail.

We sincerely apologize for the delay with your transaction. After checking the current status of your request in the system, we inform you that your ticket is still under manual review and is under direct audit within the payments department.

To allow our technical team to expedite the release of your funds as quickly as possible, the procedure requires that your case complete this mandatory internal validation. You do not need to share any additional information with us at this time, as we already have the relevant tracking identifiers.

Once the specialists in the payments department complete the verification of the transaction, they will immediately proceed to release the funds so that they are credited to your account as soon as possible.

I sincerely apologize again for the inconvenience and delay caused with the payment functions on the page, hoping that we can resolve this very soon.

I remain completely at your disposal and await any further questions or inquiries you may have.

Have a great day.

Sincerely,

Jonah

Spanish Support Team

It's been 23 days since the withdrawal date, and that's what they told me yesterday.

Estimado Neftali.

Antes de comenzar, espero que se encuentre muy bien. Le saluda Jonás del equipo de soporte en español.

Entiendo perfectamente que la espera por sus fondos genera una frustración enorme, ¡y más cuando los días pasan y uno se queda mirando el calendario esperando ver reflejado su dinero!, pero no se preocupe, Neftali, que vamos a revisar su caso detalladamente.

Lamentamos mucho la demora presentada con su transacción. Tras verificar el estado actual de su solicitud en el sistema, le informamos que su ticket sigue en proceso de revisión manual y se encuentra bajo auditoría directa dentro del departamento de pagos.

Para que nuestro equipo técnico pueda agilizar la liberación de sus fondos de la forma más rápida posible, el procedimiento requiere que el caso complete esta validación interna obligatoria. No es necesario que nos comparta ninguna información adicional en este momento, ya que contamos con los identificadores correspondientes para el seguimiento.

Una vez que los especialistas del departamento de pagos concluyan la verificación de la transacción, procederán de inmediato a liberar los fondos para que se acrediten en su cuenta lo antes posible.

Nuevamente le pido disculpas sinceras por los contratiempos y el retraso ocasionado con las funciones de pago en la página, esperando que podamos resolver esto muy pronto.

Quedo completamente a su entera disposición y a la espera de cualquier otra duda o consulta adicional que le pueda surgir.

Que tenga un excelente día.

Atentamente,

Jonás

Equipo de Soporte en Español

Ya son 23 días desde la fecha de retiro y eso me dijeron ayer

Dear Neftali10N,

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, Jana (jana.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,

Tomas

Dear Neftali10N,

My name is Jana, and I will be assisting you in addressing your complaint moving forward. I sincerely apologize for the inconvenience caused by the delay in processing your withdrawal. Please be assured that I will reach out to the casino and do my utmost to resolve this issue as promptly as possible.

I would now like to invite a representative from 1xBet Casino PE to join this conversation and participate in finding a resolution to your complaint.

Dear casino, could you kindly provide the reason for the delay in processing the player's withdrawal?

Thank you in advance for your cooperation in this matter.

Hello,

Thank you for contacting us. In order for us to check your payment, please provide the following details:

- your player ID,

- the withdrawal request number and the payment query number created in your personal account, and

- the exact date, time, and amount of the payment you did not receive.

We will get back to you as soon as we receive and review the information regarding your case.

Best regards,

1xBet Team

Dear Neftali10N,

I would appreciate it if you could share the details with the casino as indicated in the previous message. Please let us know once you have completed this task. Thank you for your continued support and collaboration throughout this process.