1xBet Casino - Povlačenje igrača je odloženo i delimično zadržano.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.

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

• Could you please explain whether you are the owner of a player's account in the casino? Have you registered for an account on the website directly?
• What is the verification status of your player's account?
• Could you please explain the context of the screenshot you submitted in your first post?
• Is the telegram account you mentioned an official 1xBet telegram account?
• What games have you played in the casino? (slots, table games, betting on sports)
• Could you please share the evidence you submitted in your complaint to the casino?
• Could you please share with me your communication with the casino regarding the issue and your communication with the agent made via telegram?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

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Stay safe.

My problem is in a company and if I won fraud during the withdrawal process

Withdrawal Request Number

3877258499

Amount 5324

withdrawals an amount of 2342

Minus for me

The amount of 3000 and the company has not returned this amount to me since 25/8/2025

I made a complaint to 1xbet customer service on 26/8/2025 without reaching a solution so far, with their refusal to give me the complaint number.

The amount of 3000 and the company has not returned this amount to me since 25/8/2025

Knowing that all the proofs have been sent to tomas@casino.guru

Please help

Thanks for the detailed explanation of the incident.

• Has the casino explained the mismatch of the paid amount?
• Was the video you provided to the casino sufficient to resolve the issue?

Please let me know

I gave all the proofs from recording a video inside the payment application, successfully delivering the payment, a chat conversation between me and the AsixPay wallet through which the transaction was made, and also a voice call between me and the AsixPay customer service explaining the success of the transaction, all of this was presented without any result, unfortunately

Thanks for your reply.

Could you please share a confirmation of a transaction from your bank application for a payout that was successful, such as this one:

Send the information to my email at tomas@casino.guru

I apologize for the inconvenience.

Thank you very much, you already sent

Thanks for your reply. I apologize for any misunderstanding.

The screenshot you shared with me here and via email appears to be from the transaction history of the casino.

Kindly provide a confirmation available to you in your bank transaction history.

Looking forward to your reply.

I sent a video on this email

‏‪tomas@casino.guru‬‏

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello alaaeldi,

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,

We are following up with you on behalf of your customer concerning their recent withdrawal, which has not yet been sufficiently addressed by you. They requested 5,324 EGP but have only received 2,342 EGP.

Could you please clarify why 3,000 EGP was withheld from this transaction and confirm when the player can expect to receive the outstanding amount?

We appreciate your assistance in resolving this matter.

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

Dear alaaeldi, Dear Michal,

Thank you for your follow-up. We kindly ask for a bit more time to complete the internal review of this case. The player’s complaint has been registered and is currently under review by our Payment Department.

At this stage, we are still awaiting detailed feedback from the payment department regarding the status. As soon as we receive their confirmation, we will be able to provide an update.

We sincerely appreciate your patience and understanding.

Best regards,

1xBet Team

Please take into account that more than 39 days have passed since the complaint was made in 1xbet customer service until now please help

Dear Michal and alaaeldi,

Thank you for your continued patience regarding this case.

We would like to provide an update based on the latest information from our Payment Department and the agent involved. According to the data available:

• The player initially contacted the agent via one Telegram account and requested the withdrawal to be processed in parts. The agent sent the first amount of 3,000 EGP.
• Later, the player reached out from a second Telegram account, requesting the remaining 2,342 EGP to be sent to a different account.
• After this, the player claimed that the first part had not been received and requested it again. When the agent attempted to provide proof of the initial payment, the chat history had already been deleted, and the complaint was then submitted.
• 
  

Currently, the agent is trying to contact the player directly to clarify the situation, but no response has been received so far. Additionally, to properly verify the transaction, our Customer Support team has requested additional evidence from the player through the official channels and is awaiting the reply.

We kindly ask the player to cooperate by providing any further proof regarding the transaction and to respond to both the agent and our support team. This will allow us to review the case fully and resolve it transparently. Thank you in advance.

Best regards,

1xBet Team

Dear 1xBet Team,

Thank you for the response.

Dear alaaeldi,

Can you please comment on the above? Additionally, I kindly ask you to cooperate with the casino team at your earliest convenience to resolve the situation.

The withdrawal process from the site was at 11:51am

I received the amount of 2342 at 11:58 am

Unfortunately all this talk is a lie with proof if you are able to clear the chat of Telegram the agent claims to send the amount in installments where are the links ?

Is it possible and very easy to get receipts for payment through the bank wallet record?

The 1xbet agent claims to send the amount in installments where is the payment received if it is honest?

Am I also able to clear the bank wallet history of the 1xbet agent

Please send 1xbet a transfer receipt worth 3000 Egyptian pounds

Please kindly send the payment receipt 3000 Egyptian pounds

I am very sorry but all this talk from the payments section of 1xbet company is not true 

And I challenge the payments department of 1xbet 

Send a withdrawal receipt for EGP 3000

And this is a reply to the agent on the Telegram channel

Dear alaaeldi,

Thank you for your message.

Our specialists are currently conducting a thorough investigation regarding this case. Evidence has been requested both from the payment provider and from you to ensure a full verification from both sides.

Please follow the instructions provided by our support team via the email address you contacted and send all the required supporting materials.

It is important to include a bank or wallet statement from the date of your withdrawal request up to the current date, showing the account number, account holder’s name, and the complete transaction history confirming that the amount of 3,000 EGP has not been received during this period.

Your cooperation will help us finalize the verification and resolve your case as soon as possible.

Best regards,

1xBet Team

I have submitted to 1xbet customer service

On 5/9/2025 at 12:32 AM

1. A video of the conversation between you and the agent regarding previous deposits and withdrawals.

2- Account statement from 23/8/2025 to 25/8/2025

3- A video from your phone shows receipts for the same period

And this picture proves the validity of my words

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear alaaeldi,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru