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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.

"Dear Stefan,

The 1xBet customer support just contacted me through the live chat. They explicitly admitted that they have lost contact with the payment agent (Maryam Cash - Nouakchott) and cannot reach her. I have attached the screenshot of their official response.

This clearly proves my case: the agent has run away with my money (40,000 MRU) and provided a forged receipt from Egypt to mislead the system. Since 1xBet is responsible for appointing and verifying their official agents, they must bear the responsibility for this fraud and refund my money directly to my account, instead of making me wait for an agent they cannot even contact.

Thank you for your continued support.

Hello,

At the moment, the investigation is still ongoing. Unfortunately, there is no final resolution available yet.

As previously communicated, the case remains under review, and the responsible department is continuing its work regarding the payment agent and the disputed transaction. We understand that the waiting time has been considerable, however the investigation has not yet been completed.

We kindly ask you to continue waiting for further updates. As soon as the review is finalized and we receive the final results, you will be informed immediately.

Thank you for your patience and understanding.

Best regards,

1xBet Team

"Dear Stefan,

I have a major and definitive update regarding my complaint. 1xBet’s official management has just publicly replied to my review on Trustpilot and explicitly admitted that their local payment agent stole my money.

In their official response, they literally stated: 'Most likely you encountered a fraudulent agent who, under the guise of working with us, stole your money.'

This public admission proves that the operator has already concluded that fraud occurred, making their ongoing excuse of 'investigation ongoing' on Casino Guru completely invalid. Since the operator formally recognizes that their official app agent committed a crime and stole my 40,000 MRU, they are fully liable to credit my balance immediately.

I kindly request you, Stefan, to refuse any further extensions or delays from 1xBet and demand they credit my funds immediately, or close this case as 'Unresolved' so I can submit this official admission to the Curaçao Gaming Authority. Thank you

Dear 1xBet Casino,

Thank you for your response.

We would like to kindly ask you to provide us your final standpoint on the situation. The investigation is already taking too long and it appears that you have come to a conclusion as stated in the Trust Pilot review.

We look forward to your response.

Hello,

Thank you for your patience.

At the moment, the investigation with the payment system and the payment agent is still ongoing. The responsible department has not yet completed the review, and therefore no final conclusion can be provided at this stage.

We understand your concerns regarding the duration of the process. However, the case remains under active investigation, and all available information is still being reviewed as part of the ongoing proceedings.

As soon as the investigation is completed and the final results are received, you will be informed immediately.

We kindly ask you to continue waiting for further updates.

Best regards,

1xBet Team

"Dear Stefan,I cannot accept this repetitive response from the 1xBet representative. It is a clear contradiction and an attempt to stall further.While their representative here claims the investigation is 'still ongoing' with no final conclusion, their official corporate management on Trustpilot has already publicly replied to me and explicitly concluded that fraud occurred, stating literally: 'Most likely you encountered a fraudulent agent who, under the guise of working with us, stole your money.'They cannot admit the theft publicly on one platform to protect their reputation and then claim they are still investigating it here to avoid a penalty on Casino Guru. Since 1xBet formally recognizes that their official app agent committed a crime and stole my 40,000 MRU, they are fully liable for their agents' actions and must credit my balance immediately.I kindly request you, Stefan, to reject any further delays, refuse their excuses, and set a final ultimatum for them to credit my account 1530346037, or close this case as 'Unresolved' so I can officially escalate this to the Curaçao Gaming Authority. Thank you

"Dear Stefan,

I need to report an alarming and unethical development that just occurred.

A few hours ago, the 1xBet support team sent me an email completely bypassing our ongoing case, and directly asked me: 'Dear customer, do you suffer from addiction?' (Screenshot attached).

This is a highly malicious tactics and a clear trap. They are trying to manipulate me into saying something they can use as an excuse to permanently close my account (1530346037) under the guise of 'Responsible Gaming' to erase my 40,000 MRU funds and escape Casino Guru's penalty.

I have explicitly rejected this insult internally, but I want to bring this to your attention to show you how far this platform is willing to go to avoid paying my stolen deposit. I rely entirely on your fair judgment to end this 5-month psychological stalling. Thank you."

"Dear Stefan,

Critical Update: 1xBet internal live support just formally admitted in writing that their official app agent is not responding to them (Screenshot attached) [1xBet].

This proves they cannot recover the funds from their fraudulent agent [1xBet]. Since they legally represent him, they must credit my 40,000 MRU balance immediately instead of making me wait 5 months for their internal failures [1xBet]. Please end this stalling [1xBet]

Dear 1xBet Casino,

We would like to inform you that, based on the evidence provided so far, we do not believe the player can be held responsible for the fact that an authorized agent allegedly misappropriated the withdrawn funds.

From our perspective, the player used a payment channel and agent that were authorized and accepted by your platform. Therefore, we believe that the responsibility for resolving this issue lies with the casino and that the player should be compensated in full.

We would like to give you one final week to complete your investigation and provide us with your final position on this matter. We kindly ask that you inform us whether you are willing to compensate the player or propose an alternative resolution.

Should we not receive a satisfactory final response within this timeframe, we will be forced to close the complaint as unresolved. As you are aware, unresolved complaints may negatively affect your Safety Index rating on our website.

We sincerely hope that we can reach a fair and mutually acceptable resolution and that the player will be compensated accordingly.

I look forward to your response.

Hello,

Thank you for your message.

We understand the concerns raised regarding the duration of this investigation and appreciate the patience shown throughout the review process.

Please note that the case remains under active investigation by the responsible department. At this stage, we are still awaiting the final confirmation and official findings regarding the payment agent and the disputed transaction.

As previously communicated, the matter involves additional verification procedures and coordination with the relevant parties. Until the review is fully completed and all necessary information is received, we are unable to provide a final conclusion or compensation decision.

We would like to assure both the player and Casino Guru that the case has not been closed or abandoned. The investigation is ongoing, and we are monitoring its progress closely. As soon as the responsible department provides the final outcome, we will immediately return with an update.

Thank you for your patience and understanding.

Best regards,

1xBet Team

"Dear Stefan,

This response from the 1xBet representative is a complete deception and a clear attempt to bypass your final ultimatum.

While their representative here claims they are 'unable to provide a compensation decision' and still waiting for findings, their official internal live support inside the 1xBet application formally confirmed to me in writing that the investigation is already over!

Just two days ago, their support officially stated: 'The agent has already been blocked due to another customer service case and because he is inactive.' (Please see the attached screenshot). Furthermore, they officially received my PDF bank statement and stated that their technical team is now processing the delay to ensure the funds reach my account.

They cannot block their fraudulent agent internally and tell me they are processing the compensation, while coming to Casino Guru claiming the investigation is still ongoing just to escape your penalty. Since they have officially recognized that their official app agent defrauded me and have already blocked him, I respectfully request you to reject their stalling excuses, hold them to your deadline, and close this case as 'Unresolved' so I can take this official report directly to the Curaçao eGaming Authority. Thank you.