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I have been facing a serious withdrawal issue with my 1xBet account for almost a month, and despite providing extensive proof, the problem remains unresolved. On 9 May 2026, I requested a withdrawal of 49,700 INR from my 1xBet account via bank transfer to my Slice Bank account from India. The platform marked this withdrawal as "Successful" and provided a UTR reference number. However, my bank has officially confirmed that this UTR does not exist, is invalid, and is completely untraceable on the National Payments Corporation of India (NPCI) processing network.

To verify this, I contacted Slice Bank, and they clearly stated that the given UTR is not found anywhere in their system or on the NPCI network, and they advised me to contact the sender’s bank because they are unable to trace the transaction. I have already successfully withdrawn 35,500 INR to this same bank account on the previous day, 8 May 2026, which was received without any issue, proving that my bank details are correct and functional.

In order to cooperate fully with 1xBet, I have repeatedly contacted their support for about a month and submitted every document they requested. I provided a full 30‑day PDF bank statement, a video recording from another phone clearly showing my transaction history, and an official email from my bank’s domain confirming that the supplied UTR is untraceable and that no such transaction has reached my account. Despite all this, the 49,700 INR has neither been credited to my bank account nor reversed back to my 1xBet balance, and for the last 48 hours customer support has completely stopped responding to my emails.

Given the combination of a "successful" status on 1xBet, a UTR that my bank and NPCI confirm does not exist, and the refusal of support to move forward despite overwhelming evidence, this situation feels completely fraudulent and unacceptable. I strongly believe that the UTR provided by the operator is spoofed or fake and that this is being used to delay or avoid paying out my legitimate winnings.

I demand an immediate and transparent resolution. I request that 1xBet conduct a manual financial audit of this specific transaction and either provide verifiable proof of a real, traceable transfer on the NPCI network or immediately refund the full amount of 49,700 INR to my 1xBet gaming ID 359341347 without any further delays or impossible documentation demands. I expect a clear written explanation of the final action taken and a prompt correction of this issue.

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.

Dear Shubz45,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals in this casino before?
• Could you please provide a bank statement for the relevant period that indicates the funds have not been received?

You can reach me via email at attila.g@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I've sent you bank statement via email.

Yes, I do have successfull withdrawals from 1xbet in past, but this time it's frustrating because they marked it as successful and funds haven't reached. I provided bank statements, video recording showcasing transaction history and official confirmation mail from my bank

They giving UTR which my bank confirmed is untraceable, operators do give fake utrs and frustrate users to give up. In 2024 same happened with same 1xbet - they were giving utr id but in the end they refunded after one month.

Please ask them to confirm sender's bank statement and provide transaction receipt if it's successful

I've already provided many proofs - I'm not going to entertain them now. 20+ bank statements, 3 videos and confirmation email from my bank still they don't care. This much evidence should be enough that 49700 inr never reached my bank account.

Update:

I would like to provide an important update regarding my complaint.

While my ₹49,700 withdrawal dispute was still unresolved, my 1xBet account suddenly became inaccessible.

Shortly before this happened, I was contacted on Telegram by a person claiming to be from the 1xBet Payments Team. I blocked him because I found him suspicious, The person stated that they had the ability to block my account and later claimed that they were the one who had blocked it. I never shared my password, OTP, email access, or any login credentials with this person.

After my account became inaccessible, I contacted 1xBet support. I have now received an official email from 1xBet stating that my account has been blocked due to "gambling addiction."

I would like to make it clear that:

• I never requested self-exclusion.

• I never requested account closure.

• I never informed 1xBet that I suffer from gambling addiction.

• I never authorized any third party to request restrictions on my account.

I have already contacted both the security team and the block team and requested an explanation, evidence for this restriction, and a review of the decision.

Most importantly, my ₹49,700 withdrawal dispute was already active for more than 30 days before this account restriction was applied. The withdrawal remains unresolved and I still have not received the funds.

I want to ask

What specific evidence was used to classify my account under "gambling addiction"?

Was this restriction requested by me or applied internally by 1xBet?

How does this restriction affect my pending withdrawal of ₹49,700?

I would like to clear this again that -

I never requested self-exclusion. This is completely unbelievable. Anyone can block your account?? And my withdrawal issue, I received stamped letter from my bank. If both issues remains unsolved, I'll take required action. Enough is Enough.

Dear Shubz45,

Thank you for your reply. Could you please forward your complete email correspondence with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru. Please forward the emails directly rather than attaching them as screenshots.

Thank you for your patience and cooperation.

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,

Attila

I would like to inform you that my 1xBet account has now been unblocked.

However, the original issue remains unresolved: the missing ₹49,700 withdrawal.

I have also submitted the bank statement video requested by the payment team covering the period from 06 May 2026 to the present date and am currently awaiting their response. I have official stamped and signed letter from my bank confirming that I haven't received the amount.

1Xbet has started sending one automated response and ignoring all the provided evidences.

I already contacted my bank & gave 1xbet official stamped letter recieved from my bank, My bank made it clear that no funds received with given UTR but still 1xbet customer support is repeatedly asking me to contact bank even after I did

My bank already provided every documentation including stamped letter, bank statements. And advised me to ask sender's bank so that they can raise ticket in their bank and get the refund by showing my statement but 1xbet is not doing that aswell.

They're not giving any proof of the transaction, I have provided everything they asked & when I did they started sending same automated responses. They're not raising ticket in sender's bank, they have started ignoring evidences because they just want to copy paste same template.

This is smart way of scamming people, I request casino guru to ask them :

1. Why after getting stamped letter I was being asked to contact my bank again and again which I already did.

2. Why they're not raising this issue in sender's bank.

3. Why no proof or payment receipt is given.

4. Why all evidences are being ignored

Hello Shubz45,

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

We would like1xBet Casino to join the conversation.

Dear 1xBet Casino,

Could you please clarify why the player has not successfully received the payment that, according to you, was disbursed from your side?

The player has already contacted their bank and provided you with an official stamped letter from their bank confirming that no funds were received under the provided UTR reference. In light of this, I kindly request your detailed clarification regarding the current status of the transaction, along with any relevant supporting evidence confirming that the payment was successfully processed and credited to the intended beneficiary.

If there are any factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru.

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,

- 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

Hello,

Thank you for your message and for providing the detailed information.

We have accepted your case for review and forwarded all the available information to the relevant department for investigation.

At the moment, your case is being processed. We are checking all the details related to both the deposit and the withdrawal requests.

Please allow us some time to complete the review. As soon as we receive an update or the results of the investigation, we will get back to you immediately.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

I need my money as soon as possible ; because I've already waited for more than 50 days.

Even after providing all the proofs, customer care didn't provided any resolution at all.

If there's issue at sender's bank that's not my fault, I've already provided stamped letter and bank statement, my bank completed all the investigation and provide all the requested documentations.

If that's the case then refund the amount in my gaming ID so that I can initiate another withdrawal request.

Don't delay it more and put this in high priority as I've already waited for almost two months. This is very frustrating and disappointing as your regular user for years. Give my money as soon as possible.

Also reply to the questions asked by Mr. Michal (complaint specialist). You completely ignored his questions and started sending same automated copy pasted messages. Reply to questions what he asked earlier and give clarification.

Hello,

Thank you for your message.

After checking the information with the Payment Department, we can confirm that the withdrawal amount of ₹49,700 has already been successfully credited to your bank account.

The transaction was processed under the following UTR number: 612940399451.

We kindly ask you to contact your bank and provide them with this UTR number so they can trace the transaction and confirm its final status on their side.

If your bank requires any additional information during the investigation, please let us know.

Thank you for your cooperation.

Best regards,

1xBet Team

I have already contacted my bank several times using this exact UTR.

My bank completed its investigation and issued an official stamped letter confirming that this UTR cannot be traced on their side and that ₹49,700 was never credited to my account. I have already shared this evidence with 1xBet.

Simply asking me to contact my bank again does not resolve the issue because my bank has already completed its investigation.

If 1xBet maintains that the payment was successful, I kindly request proof that the funds were credited to my account or that a trace has been initiated through the sender's bank/payment provider.

I request the resolver to review this, as my bank's official findings directly contradict 1xBet's claim.

If 1xBet maintains that the payment was successful, I kindly request:

• Proof that ₹49,700 was credited to the intended beneficiary account ( showing my account details)

• The final transaction trace or settlement confirmation from your payment provider or sender's bank.

• If this has not already been done, please initiate a formal trace through your payment provider and share the outcome.

Simply asking me to contact my bank again does not address the official findings already provided by my bank.

Therefore, asking me to contact my bank again serves no purpose.My bank has advised that any further tracing or verification must now be initiated by the sender's bank or payment provider. I kindly request that 1xBet take the next step instead of repeating the same instruction.

Also I want casino guru & michal to join this conversation because

It is already told in This entire thread, that I've already contacted my bank and they investigated from their side and they gave in written that amount 49700 with this UTR is not received even after that

They are repeating same automated reply, I feel they don't even read what is written, they just copy paste same messages without any investigation. They completely ignored questions asked by casino guru, they're not willing to show bank statement of sender or any evidence which shows money credited to beneficiary and didn't returned back to them.

So this is completely ignoring facts &

replying same automated responses

Michal, kindly ask them to raise a ticket in Sender's Bank along with stamped letter from my bank. So that sender's bank can investigate where the funds are and do payment reversal. Sender can raise complaint for payment reversal not beneficiary. I already did everything which is possible. Also please demand for the evidence that money is debited and didn't returned back to them. No bank holds payment for 50 days, they are unable to investigate and their operator is misleading everyone. They're copy pasting same messages, I need genuine response - not automated replies.

Dear 1xBet Casino,

While I acknowledge that your available options may be limited once a transaction is marked as successful on the payment provider’s side. However, the player has provided evidence from their bank confirming that funds in the amount of ₹49,700 under transaction UTR number 612940399451 were not received.

Given this, I am struggling to understand what additional or more conclusive evidence the player could reasonably be expected to provide to establish that the funds have not been received in their bank account. I am therefore unclear on how the player could realistically influence this process any further.

At this stage, it appears that further action must come from you or your payment provider in order to trace the funds and determine their current status, whether that involves completing or resetting the transfer successfully or initiating a new transaction if necessary.

As your payment provider is most likely the last financial entity with visibility over and potential control of these funds, responsibility for resolving this matter would appear to rest primarily on their side.

Therefore, I respectfully request that you promptly escalate this matter with your payment provider, take all necessary steps to investigate and resolve the issue, and provide us with clarification regarding the actions taken.

Hello,

Thank you for your message and provided information.

We are checking the information and will get back to you soon.

Best regards,

1xBet Team

Again they have ignored all the questions asked by michal & casino guru which shows they haven't anything to say or prove- they're just sending same replies .

Throughout this process, I have fully cooperated by providing every document requested, Despite this, my emails have gone unanswered, my support tickets have been closed, and I continue to receive the same instruction to contact my bank even after my bank has completed its investigation.

I sincerely hope this is now a genuine investigation and not another repetition of the same response. If you maintain that the payment was successful, please explain what action has been taken with your payment provider and provide evidence that the funds reached the intended beneficiary. Otherwise, please initiate a proper trace through your payment provider instead of directing me back to my bank again.

One simple payment reversal request in sender's bank with given stamped letter will solve this problem and you'll get the refund if it is deducted actually, or investigate the payment provider properly.

Hello,

Thank you for your message and for your continued cooperation.

We would like to inform you that today we forwarded the official stamped bank letter you provided to the Payment Department for an additional review.

The responsible team has confirmed that they have received the document and are currently checking the information with the payment provider.

At the moment, the investigation is still in progress. We kindly ask you to wait until the Payment Department completes this additional verification. As soon as we receive their official response or any new information regarding your case, we will inform you immediately.

Thank you for your patience and understanding.

Best regards,

1xBet Team

You have sent it today seriously? I've sent the stamped letter almost two weeks ago. The amount of unprofessionalism by your customer support is unbelievable, they stopped replying to my mails and sending automated messages on live support.

I don't need any information or updates - I need my money or evidence that money is sent to intended beneficiary and not reverted back to your payment provider. Stop playing these waiting games, it's been two months. Bank doesn't hold payments for that long.

Also still waiting for you guys to reply to questions asked by Casino Guru

Dear 1xBet Team,

Could you please explain why the official stamped bank letter provided by the player was only forwarded to your Payment Department today, despite the player mentioning that this document was already submitted approximately two weeks ago?

Such a delay raises concerns regarding the effectiveness and efficiency of your internal communication and the handling of player-related payment issues. We would appreciate clarification on why this document was not reviewed and escalated appropriately upon receipt, and whether this reflects the standard level of support and service you intend to provide to your customers.

Please provide your explanation and confirm what steps have been taken to prevent similar delays in the future.

Hello,

Thank you for your message.

We understand your frustration regarding the waiting time. However, your case is currently under review by the Payment Department, and we kindly ask you to wait for the outcome of their investigation.

At this stage, there is no need to send multiple follow-up emails or duplicate requests to the support team. Please note that repeated submissions may be registered by the system as new requests, which can move your inquiry to the end of the processing queue and result in additional delays.

Your case remains active, and the responsible department is reviewing all the information and documents provided. As soon as the investigation is completed or we receive any new information, we will update you immediately.

We appreciate your patience and cooperation and kindly ask you to wait for the official response.

Best regards,

1xBet Team

Today it's been two months completed since the day of withdrawal, I provided everything you guys asked on email. Still no amount is credited neither in my bank nor in my gaming ID. And you're saying you have sent letter yesterday, could you please clarify if it was sent by me approx two weeks ago then why this much delay happened, Also your live customer support is useless. They don't listen to customers and leave the chat after copy pasting same response. Two months delay and you're saying me to avoid sending more emails as it'll count as duplicate requests? I was following up the same email unless your customer support started ignoring evidences. 60 days is already peak amount of waiting time.

I now request that the Payment Department complete its investigation with the payment provider and provide a final resolution supported by evidence, rather than directing me back to my bank or further delaying this case.

I need my money, enough is enough.

Hello,

Please expect a reply soon.

We are doing our best to provide you with a solution.

Best regards,

1xBet Team

I am waiting for my funds to be credited in my gaming ID or Bank account, im not waiting for your reply, provide me solution, two months delay is already too much for any customer care to provide resolution

Hello,

Thank you for your message.

We understand your concerns regarding the handling of your case.

We would like to clarify that, as soon as we received your bank letter via our email, it was forwarded to the responsible department for review. In addition, the Support Team had already escalated the same issue even earlier. However, at that time, the case was still under review by the Payment Department, and no final decision had yet been made.

Please be assured that your case remains active and is receiving attention from the responsible specialists. As soon as the Payment Department completes its investigation and provides a final response, we will immediately inform you.

We kindly ask for your patience while the review is being finalized.

Best regards,

1xBet Team

I am confused by your responses because they contradict each other.

In your previous reply, you stated that the official stamped bank letter was forwarded to the Payment Department today. Now you are saying it was forwarded as soon as you received it. Which statement is correct?

If the case had already been escalated and was under review, why was my email ignored, why was my in-app request repeatedly closed as "withdrawal successful," and why did live support continue to send the same copy-paste response asking me to contact my bank, even after I had already submitted an official stamped bank letter confirming that the funds were never received?

It has now been over 60 days. I have fully cooperated and provided every document requested. Yet I still have no timeframe, no clear explanation, and no final resolution.

Please answer these questions and provide a clear timeline for when the Payment Department will issue its final decision. I need my money now as I've already waited more than enough. Your customer support is very unprofessional & one of the worst I've ever seen - they don't even read what I wrote & close the chat after copy pasting same message. In these 60 days I'm just waiting only. I can't wait more & I need my money.

Hello,

Thank you for your message.

We are checking the information with the team. Soon you will receive a reply.

Sorry for the waiting!

Best regards,

1xBet Team

Your soon isn't getting over since 2 months. This is too much now.

This is in public platform now, how a big company customer is struggling to get withdrawal from two months now and there's been zero clarity from them.

Also i want to mention, they have stopped replying to mails and there public relations guy replies me in two weeks, and thier in live chat just feels like bot operating with human's name, they don't care about customers. Guys, I'm struggling with my withdrawal issue from two months, imagine your hard earned money getting stuck and you have to pay rent, medical bills etc. Here also, I'm getting same automated replies instead of genuine help. Please keep this in mind everyone who's reading this. I'm genuinely frustrated and emotional at the moment.

Mr. michal has asked them many questions but they didn't replied to any one of them. It's clear and transparent They have nothing to say.

I advise this site to fix their customer service because no user deserve to wait for two months for their payment. But I know they don't care about us . If they do I would have received the money.

Dear 1xBet Team,

As I mentioned previously, I acknowledge that your available options may be limited once a transaction has been marked as successful by your payment provider. However, the player has provided official confirmation from their bank that the funds amounting to ₹49,700 under UTR number 612940399451 were not credited to their account.

Furthermore, you have been in possession of this evidence from the player for more than two weeks. Given the circumstances, one would reasonably expect that meaningful action would have already been taken to investigate the matter with your payment provider. Instead, the resolution process appears to be unnecessarily prolonged without sufficient justification.

As your payment provider is most likely the last financial entity with visibility over, and potentially control of, these funds, the primary responsibility for investigating and resolving this matter appears to rest with you and your payment provider.

At this stage, further action is required on your side to trace the funds and determine their current status at your earliest convenience. Whether this involves completing the original transfer, resetting the transaction, or initiating a new payment where appropriate, I want to believe that you will actively and swiftly pursue all reasonable avenues to resolve this issue.

Should no meaningful progress or substantiated explanation be provided within the next few days, I will have little alternative but to conclude that the matter is being unreasonably delayed on your side. In such circumstances, the complaint will have to be closed as Unresolved – Unreasonable excuse from the casino.

I remain hopeful that this outcome can be avoided and look forward to your prompt action in bringing this matter to a fair resolution.

Hello,

Thank you for your message and for sharing your concerns.

We fully understand the importance of this matter and appreciate your patience throughout the investigation.

Please be assured that we have not ignored the information you and the player have provided. The official bank letter and all supporting documents have already been forwarded to the responsible Payment Department, which has confirmed receipt of the documents. The case is currently under an additional review with the payment provider.

At this stage, we are awaiting the payment provider's response regarding the transaction trace and the current status of the funds. Unfortunately, we are unable to finalize the investigation or provide a substantiated conclusion until we receive their official findings.

We understand that the review has taken longer than expected. However, this is not due to an unwillingness to resolve the matter, but because the investigation requires confirmation from the payment provider, whose response time is beyond our direct control.

Please be assured that the case remains active and is being monitored by the responsible department. As soon as we receive the final response from the payment provider, we will immediately provide an update and proceed with the appropriate resolution based on the investigation results.

We sincerely appreciate your patience and understanding.

Best regards,

1xBet Team

What if payment provider is intentionally ignoring response because he's at fault.

If he keeps ignoring will I ever get my money - I don't know what's in your control or not. It was my hard earned money and it is your responsibility to fix this and give me my money if payment provider isn't responding.

I would like to understand what will happen if your payment provider continues not to respond or is unable to provide a final trace of the transaction.

Will I be expected to wait indefinitely, or do you have a procedure to resolve the matter if no response is received from your payment provider?

As the payment was initiated through your system, I believe it remains your responsibility to ensure that I either receive the funds or that the amount is returned in my gaming ID so it can be paid again.

Dear Michal,

I would like to provide an important update.

Today I contacted 1xBet live support again. The support agent stated that they are still waiting for a response from the payment system and advised me to expect a refund from the bank. At the same time, they credited 40,257 bonus points to my account, which can only be used for placing bets.

I do not accept these bonus points as compensation or as a settlement of my ₹49,700 withdrawal dispute. These bonus points are not equivalent to real money and using them involves the risk of losing them. I am only requesting my original ₹49,700 withdrawal.

I ask 1xBet to clarify the following in writing:

1. Were these 40,257 bonus points credited as a settlement or compensation for my missing ₹49,700 withdrawal?

2. Is my withdrawal dispute still fully open, and does accepting or keeping these bonus points have any effect on my claim?

3. If these bonus points are merely a goodwill gesture, please confirm that they do not replace or reduce my claim for ₹49,700.

Dear Michal,

I have received another response from 1xBet, but I believe it raises further contradictions.

They state that their payment provider has confirmed the delay occurred entirely on the bank's side. At the same time, they say their payment provider has not yet sent a response back to their system, and they advise me to wait for the funds to be refunded to my bank account.

My bank has already issued an official stamped letter confirming that the disputed ₹49,700 was never received.

Could 1xBet please clarify:

1. If the payment provider has already confirmed the cause, what response are they still waiting for?

2. On what basis do they state that the funds are expected to be refunded to my bank account?

3.as the transaction already been reversed, or is this only an assumption?

It got sent multiple times by mistake

While my 49700 issue remains unsolved, yesterday I've requested withdrawal requests of INR 11000, INR 10000, INR 8000

they all marked successfully by their operator. But I haven't received anything.

I don't wanted to use this word, but these guys are doing fraud on withdrawal requests. They mark it as successful then ask you for statements then keep demanding stuff for months. When they marked 8000 INR request successful I received 1 INR in my bank account. Their operator will give transaction id of this 1 rupee and they'll keep asking different things from user.

They don't care about their customer currently my 49,700+10000+11000+8000

All of the money is stuck, for checking I tried to withdraw in different bank account of mine. But they aren't sending just marking it as successful and making fool. Not going to invest single rupee in it and I suggest everyone to avoid this app, Deposit is quicker but for withdrawal you have to beg them like I'm begging since last two months and now ending up with more issues.

Latest successful ones which isn't recieved

.

Update : recieved withdrawals of 8000 & 11000 But main 49700 withdrawal is still UNSOLVED, also another 10000 withdrawal is still pending

Michal, it's been more than two months, I don't think their operator will ever respond to them, because he's the one at fault.

Please advice me what legal action I can take against them because I have all the evidences.

I ask ,1xbet ,

If the fault is of your payment provider than why you're letting your customer to suffer from two months. Just refund my money in gaming id and treat him and do whatever you want. How much wait I'm expected to do ?? There's a limit.

It was my hard earned money, I have to pay medical bills, rent, my fees. Do you guys understand what I'm going through. If all this gets ruined 1xbet is responsible for it.

Here I'm putting it in writing for public, 1xbet is not giving my money from two months and just giving excuses. Before playing think twice everyone. If my issues get unresolved for months, you might face this too.

Dear Shubz45,

I completely understand your frustration, and I want you to know that your concerns have not gone unnoticed. While I cannot say for certain that the payment issue will not eventually be resolved, I do want to acknowledge that the way this matter has been handled by both the casino and their payment provider has fallen short of the timely and effective complaint resolution that we – and more importantly, players like you – rightly expect.

Regardless of the final outcome, this will certainly be taken into account when we conclude your case.

If you wish to take this matter further, the standard next step would be to escalate your complaint to the casino's Alternative Dispute Resolution (ADR) service or directly to the licensing authority.

Under the current Curaçao regulatory framework, all licensed operators are required to appoint an ADR body to handle unresolved player disputes. This information should be clearly stated in the casino's Terms and Conditions.

Although there is a Complaints section on the casino webpage:

I am unable to conclude whether this is fully aligned with the independence requirements established by the Curaçao Gaming Authority (CGA).

It might be worth reporting this to the CGA via email at complaints@cga.cw, as this could be considered a breach of the licensing obligations.

Separately, if you are thinking about pursuing legal action, we would recommend consulting a qualified legal professional to discuss the possibilities available to you. This is unfortunately outside the scope of what we can offer as independent mediators, so we are unable to assist with that aspect of your case.

Dear 1xBet Casino,

In addition to requesting an update on the outstanding payment, which has now remained unresolved for over two months, I would kindly ask that you clarify which Alternative Dispute Resolution (ADR) body has been designated to your casino under the Curaçao licensing framework for handling player disputes.

We would appreciate it if you could provide the relevant details so that, should the matter remain unresolved further, the player may exercise their right to escalate the complaint for an independent review by the appropriate ADR entity, in accordance with your licensing obligations regarding the effective handling of player complaints.

I also give them option to settle this with 2 lakh bonus points. Because it's not real money and it involves risk of losing but I don't see any other option. But not less than 2 lakh bonus points.

If payment provider is not responding them and they're stuck , then instead of amount they can credit 2 lakh bonus points in my gaming ID. That's the least I can offer them. I'll try to recover my amount using & plating from those points. If it's not possible then give my 49700 refund in gaming id.

I give 48 hours of time, before starting the legal procedure along with all the evidences. I have 4-5 lies emails of their customer care aswell where they're saying they can see the 49700 amount in my bank statement but when I asked them to highlight and resend to me they denied. I'll make sure to take all the legal action options if they're not ready to settle this. I just need your help & guidance Michal.

Hello,

Thank you for your message.

We would like to inform you that the investigation is still ongoing. We have already submitted an additional request to the payment provider and are currently awaiting further details from their side.

At this stage, we expect to receive an update by next week. As soon as we receive the requested information from the payment provider, we will immediately inform you and provide the next update on your case.

We understand that the waiting time has been longer than expected and sincerely appreciate your patience and understanding.

Best regards,

1xBet Team

Do you guys even read what we reply?

I gave you way to settle this with 2 lakh bonus points & Michal asked you about ADR and dispute related question .

You're not going to get one more week, what's the guarantee that I'll get money after that ? it's been already many weeks, months actually.

Either refund 49700 INR in my gaming id or credit 2 lakh bonus points.

Otherwise I'm going to take all the necessary actions now through Curaçao licensing framework

On 24 June - your public relations guy told me he'll update me next week. He never did, he replied on 7th July that investigation is still going on and today's 17 july. He didn't replied since then.

Now you're saying on 17th July you'll update me next week. Stop this nonsense. Michal I request you to don't give them more than 24 hours to reply.

I only give you two options either refund 49700 inr in my gaming id or settle this with 2 lakh points on my promo account in my gaming id. You already had enough weeks, no more nonsense.

Dear Shubz45,

I understand your request to shorten the response timer for the casino. However, from our experience, we are aware that financial teams – whether at the casino or the payment provider – may not operate at full capacity during weekends. I therefore think it would be more effective to grant the casino just a bit more time to finally resolve the issue or find a consensus, while making sure they are fully aware of the next steps and the consequences if the matter remains unresolved.

Dear 1xBet Team,

I would like to kindly request once more that you confirm which ADR body has been appointed to your casino under the Curaçao licensing framework for player disputes. As a considerable amount of time has already elapsed, I must note that your handling of this matter does not appear to align with the standards reasonably expected under your licensing obligations.

I would also kindly ask that you address the player's settlement offer and respond accordingly.

In the spirit of fairness, I would like to inform you that this will be the final opportunity for a response/resolution. If a reasonable resolution or settlement is not reached within the given timeframe, I will be left with no alternative but to close the case as "Unresolved – Unreasonable excuse from the casino."

Settlement offer is still on refund 49700 inr in my gaming id or settle this with 2 lakh promo points on my promo account in my gaming id.

Getting marked as unresolved and unreasonable excuse from the casino won't look good 1xbet. Also soon you'll be seeing lot of videos of social media showing my issue with evidences. I'm asking content creators to expose this fraudulent behaviour by 1xbet from two months. Submitted the evidences to them.

Also before closing this, I need clearance from them michal, regarding ADR & transaction receipt. Otherwise they'll easily escape without giving anything in two months.

Hello,

Sorry for the waiting.

We are doing our best to speedup the process. Please expect a reply soon.

Appreciate your understanding.

Best regards,

1xBet Team

Man, giving same reply in different words doesn't solve my problem.

I have asked you for settlement offer, you have not replied about it

Michal asked you about ADR dispute channel, you have again ignored it

Are you guys serious? You seriously want to present yourself like this on public platforms???

It's been more than twoo monthsss!!!!!!!

And "Expect a reply" seriously?? Do you think I'm waiting for you guys nonsense after seeing what you're replying from two months

It should be "Expect a refund or resolution" . I don't want your automated reply, I need my hard earned money.

Note For future & present 1Xbet Users

Everyone who's reading this, see how they're treating me from two months, see how they're avoiding the questions asked by me and casino guru. See how there's no accountability, no professionalism, no sense of apology, it's just same automated reply.

They're avoiding giving refund aswell as they don't want to give 2 lakh promo points as settlement offer.

If you still want to play on this app then keep playing, but at your own risk. At some day you'll be in my situation & begging for your own money & they'll keep replying you same message in different words without anything.

This entire experience has caused me significant financial loss, stress, and inconvenience. I have spent countless hours contacting support, responding to emails, obtaining official documents from my bank, and pursuing this issue through various channels, all because of a problem that was never caused by me.

As a gesture of fairness and to restore my confidence in 1xBet, I respectfully request the following:

1. Immediate refund of my pending ₹49,700.

2. A sincere written apology for the inconvenience, stress, and excessive delay caused over the past two months.

3. 100,000 promotional points credited to my gaming account as a goodwill gesture for the time, effort, and patience I have invested while waiting for this issue to be resolved.

I believe this is a reasonable request considering the circumstances. I sincerely hope 1xBet values its customers and resolves this matter promptly and fairly without requiring any further escalation.

Hello,

Thank you for your message.

We have received the payment confirmation/receipt from the Payment Department.

For security and confidentiality reasons, we recommend sharing this document only with the Casino Guru moderation team via email, should they specifically request it during the investigation. This will allow the moderators to review the payment confirmation directly while protecting sensitive payment information.

If the Casino Guru team requests the document, we will provide it to them through the appropriate communication channel.

Thank you for your understanding and cooperation.

Best regards,

1xBet Team

Since this transaction relates to my own withdrawal of ₹49,700, I have the right to understand the evidence you are relying on. A payment receipt alone does not prove that the funds were credited to my bank account or that the transaction was completed successfully without reversal or failure. Payment Receipt won't show the amount is reverted back to your account or not.

If the document contains confidential information, please provide me with a redacted copy showing the transaction details relevant to my withdrawal, including the sender's name (masked if necessary) , beneficiary account (my account number ), UTR/reference number, amount, date, and transaction status. Alternatively, please explain why this information cannot be shared with the account holder whose funds are in dispute.

Please note that I have already submitted an official stamped and signed letter from my bank confirming that no amount of ₹49,700 has been credited to my account under the disputed transaction. This is an official document issued after the bank's investigation.

A payment receipt by itself does not prove that the funds were successfully credited to my bank account or that the transaction was not reversed, failed, or returned. If your payment receipt contradicts my bank's official confirmation, then this discrepancy must be explained with verifiable evidence.

Simply stating that a payment receipt exists is not sufficient when my bank has officially confirmed, in writing, that the funds were never received.

Update: I have received the refund in my gaming ID.

Dear Michal, I want to thank you personally for helping me with this.

Without casino guru it won't be possible to receive this. I raised this issue on other websites as well but they used to give them time of 4 days and there's no moderator involved. You're actively helping me with this. I'm very thankful to casino guru and you.

Dear 1xBet Team,

Feel free to provide me any relevant evidence privately at michal.k@casino.guru

I'm glad that a positive development has finally taken place.

Dear Shubz45,

Thank you for the positive update.

May I consider this case now reasonably resolved, or is there anything further you need assistance with in this regard?

This entire experience has caused me significant financial loss, stress, and inconvenience. I have spent countless hours contacting support, responding to emails, obtaining official documents from my bank, and pursuing this issue through various channels, all because of a problem that was never caused by me.

As a gesture of fairness and to restore my confidence in 1xBet, I respectfully request the following:

1. A sincere written apology for the inconvenience, stress, and excessive delay caused over the past two months.

2. 100,000 promotional points credited to my gaming account as a goodwill gesture for the time, effort, and patience I have invested while waiting for this issue to be resolved.

I believe this is a reasonable request considering the circumstances. I sincerely hope 1xBet values its customers and resolves this matter promptly and fairly without requiring any further escalation.

Hello,

Thank you for your message.

We would like to clarify that the withdrawal request was cancelled, and the funds were automatically returned to your gaming account.

The corresponding information and explanation have already been provided to you through the ticket system.

If you have any additional questions, please continue communication via the existing support ticket.

Best regards,

1xBet Team

Hello Shubz45,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

For waiting for three months, I deserve something as token of apology. But they ignored that. I request 1xbet to provide me requested promo points or something because these three months was hell for me. And it was not my mistake.

Hello,

Thank you for your message.

According to the information available, the withdrawal request was cancelled and the funds were returned to your gaming account.

Could you please confirm whether the funds have now been successfully credited back to your gaming account? If so, we kindly ask you to confirm this here so that both the moderation team and we can proceed accordingly.

We look forward to your confirmation.

Best regards,

1xBet Team

Do you even reading what I'm saying

Im saying the money is credited but because of your mistake I Waited three months and it affected me mentally & I deserve something from 1XBET as token of apology. Like promo points or something. I deserve it