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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:

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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