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Hello,

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.

• Could you please advise how did you come into contact with the agent?
• Have you made any successful payments through this agent before?
• Have you reached out to the casino in relation to this issue?

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,

Attila

Hello Korakora,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Attila,

I hope you enjoyed your vacation. I am following up on my complaint against 1xBet. Please let me know if there are any updates from the casino's side or if you need any further information from me to proceed. Thank you for your support

Hello Attila,I would like to emphasize that the casino's claim about me receiving the payment via 'Vodafone Cash' is strictly impossible. I live in Mauritania, a country where Vodafone does not operate at all.This suggests that the proof of payment they might be providing belongs to a different user in a different country (like Egypt), and has nothing to do with my account or my local 'Sdad' (Masravi) wallet.Please ask them to provide proof that specifically matches my account details and my location in Mauritania. Thank

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, Stefan (stefan.m@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

"Thank you very much, Attila, for the update. I appreciate your help and I'm looking forward to hearing from Stefan. I remain available if any further information or documentation is needed to resolve this case. Best regards."

Dear Korakora,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from 1xBet Casino to join this conversation and assist in addressing the complaint.

Dear 1xBet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

"Thank you, Stefan. I have already provided all the evidence and bank statements that prove the transaction was never received. I am waiting for the casino's response and I am ready to provide any further information if needed

Hello,

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

We would like to inform you that we have received your complaint and our team is already actively working on reviewing and resolving the situation. The case is currently under investigation, and we are coordinating internally to verify all the details provided.

We appreciate your patience and cooperation. Please rest assured that we will update you as soon as there are any new developments.

Best regards,

1xBet Team

Thank you to the 1xBet team for the response. I would like to emphasize that the case is very clear and does not require lengthy investigations. I was previously provided by your technical support with a fake payment receipt for a service (Vodafone Cash Egypt), which is a service that does not exist in my country, Mauritania. The amount of (40,000 MRU) has never entered my account.

I hope for a swift resolution by either returning the amount to my 1xBet account or processing it through a valid payment method within Mauritania. I look forward to your update."

Thank you to the 1xBet team for the response. I would like to emphasize that the case is very clear and does not require lengthy investigations. I was previously provided by your technical support with a fake payment receipt for a service (Vodafone Cash Egypt), which is a service that does not exist in my country, Mauritania. The amount of (40,000 MRU) has never entered my account.

I hope for a swift resolution by either returning the amount to my 1xBet account or processing it through a valid payment method within Mauritania. I look forward to your update."

Dear 1xBet Casino,

Thank you for your response and continued cooperation.

We would like to kindly ask you to provide us with an update on the current status of the investigation into this case.

We look forward to your response.

Hello,

Thank you for your message.

We have received an update from the payment team — your case is still under investigation, and they are continuing to review all the details regarding your complaint.

At this stage, we kindly ask you to remain patient and wait for the final response from the payment department. As soon as the investigation is completed, you will be informed immediately.

Thank you for your understanding.

Best regards,

1xBet Team

Hello,

I would like to update the complaint thread regarding the status of my case.

My complaint has been open since January 18, 2026, and I have already provided all the requested documents and evidence. It has been over three months now, which is an unreasonable amount of time for a "payment team investigation," especially since no additional documents have been requested from my side.

This continuous delay and repetitive responses without a clear timeline are unacceptable. I kindly ask the 1xBet representative to provide a definitive date for the conclusion of this investigation and the release of my funds.

I also request the Casino Guru mediator to take note of this ongoing delay and assist in pushing for a final resolution, as I have been fully cooperative throughout the process.

Thank you,

Dear Stefan,

Thank you for the update on April 22 regarding complaint #203310.

I want to confirm the current status: 1xBet added a response stating the case is "still under investigation" with no deadline. I replied to them 4 days ago explaining that a delay since January 18, 2026 is unacceptable.

However, there has been no further action from you or 1xBet since then. My complaint regarding the 40,000 MRU withdrawal from January 18, 2026 on account 1530346037 remains completely unresolved.

Could you please review the casino's response and intervene? After more than 3 months of waiting, I need Casino Guru's help to get a concrete resolution date or a final verdict on this case.

Thank you for your continued support.

Best regards,

Korakora

Dear 1xBet Casino,

Thank you for your response.

As this issue has been ongoing for an extended period of time, we kindly ask you to expedite the investigation. Could you also please provide us with an estimated timeframe for its completion?

We look forward to your response.

Hello,

Thank you for your message.

At the moment, we are still waiting for an update from the responsible department regarding your case. As soon as we receive any new information, we will get back to you with the current status and further details.

We kindly ask you to wait for the final response.

Thank you for your patience and understanding.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your response.

We understand that you are still awaiting an update from the responsible department. However, as this matter has already been ongoing for a considerable amount of time, we would kindly ask the relevant department to prioritize the investigation and provide a final resolution as soon as possible.

We look forward to your update.

Complaint filed 18.01.2026:

1xBet contacted me by email today and confirmed the case is under review by their responsible department.

I have already provided my Sedad Bank statement showing the 40,000 MRU withdrawal ID 4408050863 was not received. The receipt 1xBet sent is from Vodafone Cash Egypt in EGP, while my account is in Mauritania in MRU.

Waiting for their final resolution.

Hello,

Thank you for your message.

At the moment, your case is still under review by the responsible department. The investigation and verification process are currently ongoing.

We kindly ask you to wait for further updates in your ticket/personal account. As soon as the review is completed or any new information becomes available, you will be informed immediately.

Thank you for your patience and understanding.

Best regards,

1xBet Team

,

This case has been ongoing for 4 months now, and yet 1xBet keeps providing the exact same automated copy-paste replies without offering any real solution. This is clear procrastination.

The mistake is 100% on the casino's side. I requested a withdrawal of 40,000 MRU to my Mauritanian account. Instead, 1xBet processed the transaction through "Vodafone Cash Egypt" in Egyptian Pounds (EGP)!

It is financially and logically impossible for a Mauritanian bank account to receive a local Egyptian mobile wallet transfer. I have already provided my official bank statement proving that no funds have entered my account.

I kindly ask Stefan to intervene decisively. 1xBet needs to stop making me wait for their internal technical errors and credit my balance or re-send my funds correctly.

Thank you.

Dear 1xBet Casino,

Thank you for your response and continued cooperation.

We understand that the case is still under review by the responsible department. However, as the matter has been ongoing for an extended period of time, we would like to kindly ask you to provide us with the resolution of the review at your earliest convenience.

We appreciate your cooperation and look forward to your response and further updates regarding the investigation.

Hello Stefan,

As you can see, a week ago the casino representative gave the exact same automated reply they have been using for months, claiming the case is "under review."

They have been "reviewing" a clear case of agent fraud for over 4 months now. All the bulletproof evidence is already in your hands: my approved withdrawal of 40,000 MRU to Nouakchott, Mauritania versus the fake 458 EGP Vodafone Cash receipt from Egypt provided by their internal agent.

This is a clear case of stalling to avoid payment. I kindly ask you to set a final, strict deadline for them to return my funds, or to close this dispute as "Unresolved" and decrease their casino rating on Casino Guru due to fraud. Thank you for your support.

Hello,

Unfortunately, the investigation with the payment agent is still ongoing at the moment. As part of the review process, the operation of this cash desk has currently been suspended until the investigation is fully completed.

For now, the issue is still under review. Please continue to wait for further updates regarding your case.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your response and the information provided.

Could you please inform us how long the review is expected to take? As the matter is still ongoing, I will extend the timer by an additional seven days and will await further updates from your side.

We would appreciate any estimated timeframe regarding the completion of the review and resolution of the case.

I look forward to your response.