1xBet Casino - Povlačenje igrača je odloženo zbog problema sa KYC-om.

hi

i just registered on 1xbet.com , i thought it's a no kyc website like most crypto websites but it wasn't the case .

i deposited around 250k USD and won upto 400k USD , i requested withdraw but they rejected .

they asked for kyc information , i sent them all but they are not refusing to answer and pay me my winnings !

stay away from 1xbet at all cost , this is a huge amount and i will pursue this legally if they don't give me my money

Gaming id : 1249464539

Dear alfiandaris,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

Could you please list which documents you have already provided, and when exactly you sent the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Since when have you been playing in this online casino and when have you made the first attempt to withdraw?

When was the last time you were in contact with casino support or live chat and what did you discuss?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

All kind of documents , selfies , different angles , id card , source of funds , videoes of holding id and etc .

My first withdraw reuqest .

2-3 weeks since my registration here .

I contacted support staff as soon as i got blocked

They are not gonna answer , it's been 8 days since i sent them all documents needed .My account is blocked with more than 450,000$ balance in it , it's definitely one of the biggest cases of scam from 1xbet!I submitted an appeal regarding my account to 1xbet and they said it will be answered in 72h , since i saw other people complaints i can guess they will waste 1-2 weeks and then proceed to refund only initial deposit and not winnings (with a double account or any other excuse) , so for saving the time and headache , i request 1xbet to refund my initial deposit and let me go and place bets in a reputable/safe bookmaker !



There has been a security breach in "secur­ity­-en­@1x­bet­-te­am.com" , all the data i sent to 1xbet (selfies , documents , addresses and etc) is being used by malicious employees of 1xbet whom asking me 70,000$ to release my account .I will deal with this security breach through court and i am warning all players here , your private data is not safe with 1xbet , stay away at all cost !

Thnanks for your reply

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your winnings with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to your reply.

Well it's a really long story but i try to make it as short as possible .

I've been a long-time user of 1xBet, registered since 2016, and throughout the years, I've made numerous deposits and withdrawals — sometimes exceeding $1 million. My original account (From Iran) was fully verified.

After about 5–6 years of inactivity, I tried logging back into my old account. Upon entering my username and password, it said an SMS code would be sent, but I never received it. I contacted 1xBet support several times over email and live chat over the next few days, but unfortunately, they kept saying there was nothing they could do.

Eventually, I decided to create a new account — this time using documents from the UAE (I'm a dual citizen). I deposited funds and placed various bets, mainly on Dota 2 and sometimes football. When I tried to withdraw, I was asked to submit verification documents.

Although I’m a dual citizen, I didn't have all my UAE documents ready at the time, so I sent what I had — my driving license — and explained the situation. Unfortunately, support just kept repeating the same scripted replies like a robot.

I was left with no option but to submit my Iranian documents, which I had previously used on my old account. As a result, my account got blocked. It’s now been 14 days since the block, and I’ve submitted an unblocking request — but the process is moving extremely slowly.

Also, worth mentioning: I’ve never used any bonuses during my entire betting history.

Thanks for the detailed explanation of the situation.

If anyone is asking for a payment in advance to resolve similar issues, it might be an indication of a fraudulent attempt. You should not engage with such attempts and report them to the authorities. Stay safe online. Our service is free, and we won't ask for any payments from players.

Please understand that creating multiple accounts in online casinos is almost universally prohibited. If you had an account you couldn't access, and deliberately created another one without permission from the casino support, you are in direct breach of casino rules. The consequences of such a breach range from account closure to balance confiscation. I would recommend that you don't attempt similar practices elsewhere.

Under these circumstances, we unfortunately can't confront the casino about the return of your winnings, and the complaint will be closed. I am sorry we couldn't help you in this situation. Please do not hesitate to contact us if you run into issues with this or any online casino in the future.

We’ve reopened this complaint at the request of alfiandaris. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

First of all , i informed the casino about the issue and the casino merged my account and told me about not paying my winnings .

It's up to casino what they will do not you , so reopen the complaint .

Getting my personal data leaked is not against the casino rules ?

Why don't you confront casino about this?

Who says they can confiscate all amount ?

Which rules?

Open the complaint and let me talk to casino in a public forum , i don't need your interference or your judgment

I apologize for any misunderstanding.

Could you please share the communication in which the casino resolved the issue surrounding the multiple accounts?

If this information is not available to you, could you please explain when the issue was resolved?

Send the information to my email at tomas@casino.guru or post it here.

it's in persian language but i send you no problem !

Thank you very much, alfiandaris, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi alfiandaris,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting 1xBet Casino to join this conversation.

Dear user,

Regarding your accounts:

ID 1262285537 – Playing is not permitted on this account.

ID 1249464539 – You have already been informed of the following steps:

For further verification of your gaming account, please join a video conference via Microsoft Teams. To proceed:

Add our Security Service contact (riskmanagement.1xbet) by using this link: https://teams.live.com/l/invite/FEALdh9wQxErgXfOwI

After adding, provide your gaming account number and wait for further instructions.

You must have the ID document used for registration with you during the conference.

Video conferences are held daily from 14:00 to 20:00 (UTC+3).

Please note:

You must initiate the call yourself.

A PC or laptop with a stable internet connection and webcam is required.

Mobile devices are not supported for this verification process.

Thank you for your cooperation.

1xBet Support Team

I did all instructions 5 days ago (videocall verification) , no new instructions yet (email and website)

Im checking every 1 hour

Hi all,

Thank you for your replies.

Dear 1xBet Casino Team,

Could you please double-check the messages from alfiandaris?

Today they asked for birth certificate document which i provided .

Everything going on a loop , probably next they will ask my name and lastname ...

Dear user,

Thank you for your patience.

We kindly ask you to wait for new instructions to appear in your personal account on the website, as the Security Department is still in the process of verification.

We appreciate your cooperation and understanding.

Best regards,

1xBet Support Team

Dear alfiandaris,

Please follow the instructions and keep me updated.

Im really tired of this process

You can't imagine what they asked during this process!

They are just wasting time , im sure of it .

Asking for certificate of having full mental health

Asking for certificate of not having gambling addiction

This is just too much

Dear 1xBet Casino Team,

Could you please explain these requests? You can send me an email (peter.m@casino.guru).

Dear user and Casino Guru team,

Please be advised that the instructions for completing the process were provided directly to the user. If the user is experiencing any difficulties, they are welcome to share the issue here, or alternatively, they can contact our Live Support Chat for real-time assistance. We’ll be happy to help them complete the required steps as soon as possible.

Best regards,

1xBet Support Team

Dear Casino Guru team,

I’m reaching out in the hope that you can help resolve an ongoing and incredibly frustrating issue with 1xBet. Despite explaining my situation clearly and repeatedly, I feel deliberately ignored by their representatives. Their live chat and email support systems come across as robotic, unhelpful, and far from user-friendly.

Over the past 11 days, I’ve been caught in a senseless loop. I was asked to provide six documents, which I promptly submitted alongside the requested form. The system acknowledged my submission with a "Thank you, we will review it" message. Yet, exactly 24 hours later, I’m asked for the exact same six documents again—without any explanation. This cycle has repeated itself continuously, with no transparency or feedback.

I contacted both their live support and security department by email and explained my situation . All I was told was to "follow the instructions in your account." They refuse to clarify what is wrong with my documents or why they’re allegedly being rejected. Strangely, they are demanding a "mental health capacity certificate" rather than a gambling addiction certificate—an unusual and questionable requirement in this context.

It’s becoming increasingly clear that this process is designed to delay and frustrate the user. 1xBet seems to be stalling until the final day, only to reject winnings and refund the initial deposit. This approach is not only unprofessional but also feels deliberately obstructive.

I sincerely hope Casino Guru can step in and bring some fairness and accountability to this situation.

Dear 1xBet Casino Team,

Is it possible to speed up the process? Why do you need a "mental health capacity certificate"? Is that a standard process?

Dear Mr. alfiandaris, Dear Peter,

Thank you for your message.

As of today, the Security Department has informed us that the documents submitted by the player were not certified by a notary. Unfortunately, self-prepared or uncertified versions cannot be accepted, as they do not meet the verification standards required to ensure document authenticity.

We kindly ask the player to upload all documents strictly according to the list and instructions provided in their personal account. This will allow the verification process to proceed efficiently and without further delays.

Thank you for your understanding and cooperation.

Best regards,

1xBet Support Team

All my documents are correct , they all have signs and signatures from minsitries of my country .

Also right now most places are closed here due to war .

1xbet is refusing to verify and payout my winnings , i provided all necessary documents , i did videocall and sent deposit proof .

I did my part , 1xbet is not going to pay winnings , i ask for my initial deposit amount and i will surely go to another casino from now on

Sent them notarized version of my documents (id card + driver license + birth certificate) .

I will not send any more documents to these russian mafia without license .

Anyone with more than 10k USD money , stay away from 1xbet , it will take you atleast 3 months to see your initial deposit (they won't pay your winnings) , and they ask you for all kind of documents , different angels , diffrent versions (notarized or stamped by police or ...) , video calls , certificates of not having gambling addiction , certificate of mental health , certificate of being taller than 1,80M , certificate of having two eyes , and then you will go in a loop , they ask you to submit these 2-3 times in the whole process , and that's not even enough , they make you send them by post to another country , after all these they barely let you have your own deposits let aside your winnings :) .

I asked CasiniGuru team many times to get involved in this , but they are not doing it (don't know why) .

stay away from 1xbet

Dear User,

Thank you for providing the requested information.

We will now forward it to the responsible department for further review. You will receive a response as soon as we have an update regarding your case.

We appreciate your patience in the meantime.

1XBET support team

Hi all,

Thank you for your replies.

Dear alfiandaris,

You mentioned getting your deposits back a couple of times. Have you asked the casino to give you your deposits back instead of your winnings?

I already know they are not gonna pay winnings at all .

I ask them here to atleast let me withdraw my initial deposit !

I don't think they listen

Dear CasinoGuru , you can clearly notice how they behaved in this case .

I sent them these documents :

1. ID card (Back and front)

2. Driver License (Back and front)

3. Birth Certificate (Back and front)

4. Certificate of not being a gambling addict

5. Certificate of having mental health

6. Proof of all deposits made to account

7. Selfies with all documents at different angels

8. Videocalls with their support department and answering all their questions

9. Utility bills

10. Notarizing my identification documents (id card , driver license , birth certificate)

11. Submitting and answering all their questions (forms of questionnaire)And they are still rejecting to pay me my initial deposit amount (they already deducted my winnings which is totally unacceptable) !

People need to know this , go play somewhere safe , 1xbet should not be in your list of casinos for sure

Update 1 : Today their public relations admin sent me an email of approving my notarized identification documents and told me to send 1xbet directly as well (Like i haven't been doing it for 20 days) , after i sent them the documents through email , they told me you must notarize your deposit proofs as well !!

i had only 2 deposits , both of them crypto (ETH and BTC) , and crypto is forbidden here , also public notary only notarizes the documents which are issued or certified by government !

I cant take screenshots of my trust wallet and go to notary and tell the to notarize this !!!CRYPTO IS FORBIDDEN HERE AND NOTARY ONLY WORKS FOR GOVERNMENT ISSUED DOCUMENTS !

when i sent bitcoin to 1xbet the price was 90k , now its sitting at 120k , 1xbet will pay for financial damages caused by their nonsense KYC System or not ?

Thank you, alfiandaris, for the update.

Dear 1xBet Casino Team,

Could you please explain why you need notarized crypto deposits and how this is supposed to be done? Could you also explain why the player's winnings were confiscated?

Dear all,

We would like to confirm that there is no requirement to notarize payment confirmations. The notarization request only applies to identity documents, and we appreciate that these were correctly submitted and certified.

However, the full set of required documents has not yet been submitted as a single, complete package. Some of the key items, such as the medical certificate and correctly formatted payment confirmations (provided in accordance with the instructions in the player’s account, including visible details of the account holder’s credentials and payment information), are either missing or incomplete.

To move forward with verification and resolution of this case, we kindly ask the player to:

Upload all documents at once in a single, complete package. Ensure that each item follows the format and requirements listed in the personal account.

Once the full and proper documentation has been received, the review process will resume without further delay.

Thank you for your cooperation and understanding.

Best regards,

1xBet Support Team

First of all

Thanks for finally admitting you don't need notarized version of payments .

Your information here is a little bit outdated , i also attached notarized version of all certificates 4 days ago (you need to update your information on my case with the security department) , so that's done by me correctly .

And again a huge mistake on your side , crypto payments are done from personal wallet (not from CEX) , so no information is attached to it (no names no emails) , so i can only give you screenshots of payments alone (from my trust wallet)

Right now the security department didn't reject my documents for 4 days , i suppose that's a good sign ...

Update : they accepted the notarized photos i sent them (and they finally understood crypto payments can't be notarized)

Today they requested video recording of notarized documents which i sent them .

Please expedite the process , I'm going through this kyc process for 3 months already !

Update : After i submitted the video of notarized documents , they rejected and send the previous step again , which is sending notarized documents photos :)Kyc loop is real , they are wasting time 🙂

Update : they rejected the photos i sent without stating a reason .

Someone please explain to 1xbet , Trustwallet (personal crypto wallet) transfers , doesn't show any email or info of the owner !

So the payment document your request (screenshot of payment with full info of owner and email) is not possible !

Dear 1xBet Casino Team,

We seem to be running in circles here. Please make sure there is some progress in this matter.

hello again .

this is what their support staff told me today :

"Your receipts are not detailed enough; the details and information about the wallet owner are not visible. Please try to correct this and resend the documents. If they are still not accepted, please write to us again.

Thank you for your patience!"

first two weeks they rejected my documents cause i didn't notarize them , i told them many times that crypto payments from trustwallet can't be notarized and they rejected again and again until the admitted in this thread :

"We would like to confirm that there is no requirement to notarize payment confirmations. The notarization request only applies to identity documents, and we appreciate that these were correctly submitted and certified."

i sent them again and now they say : "Owner details should be visible in your transaction screenshot" , i will attach the transfer from my trust wallet here , there is no way that any non-custodial crypto wallet shows owner name or details !

How can you provide crypto deposits and not know the basics?

Why are you trying to waste time and make people giveup on their money?

Make this post private cause it has screenshot of my payment

Dear alfiandaris,

We sincerely regret the confusion caused by the evolving requirements during your verification. While we previously indicated that notarization was not required for payment confirmations, we have since received additional clarification from our Security Department, which confirmed that in your specific case, a notarized confirmation of deposit for transaction no. 16052247179 is still required to complete the review process.

We truly apologize for any inconsistency in communication, and we assure you this was not intended to delay the process. Rather, it reflects internal procedural nuances tied to the verification of documents in certain complex cases — especially those involving crypto transactions from non-custodial wallets, which, as you rightly pointed out, do not contain personal identifiers by default.

To move forward, we kindly ask you to provide the set of documents, as per the latest security instructions. Once again, thank you for your patience and cooperation.

Best regards,

1xBet Team

my account is in state of "Block Appeal" , i have only access to my bets .

i provided documents of 4 BTC Deposits + 12 ETH Deposits which is like 99% of total volume of my deposits .

There may be something like 20$-200$ deposit from another wallet of mine which i don't remember (or may not have happened at all) , they rejected documents of 400,000$ deposit because of some 200$ :))

give me access to my deposit history OR give me TXID OR give me wallets involved , then i can findout from which wallet i sent it , and i get you the documents you need :)

@CasinoGuru

1xbet is actively delaying this case on purpose , this is their method of making people giveup on their money , please remove this casino & bookmaker from your reputable website !

Update :

It's mind blowing really , the security department told me :

"Dear customer, all requested documents must be notarized"

After the representative admission here that your crypto payments doesn't need notarization , the security department told me they do :))))

I will attach their response here .

Also the payment they told me about is non-existent

I made only two deposits to my account , one of them BTC , the other one ETH !

You sent a non-sense number here about a transaction which you know i don't have access cause you limited my access to betting history only and not transaction history to delay things :)

All my payment was through crypto so none of them need notarization .

Dear @Casinoguru

Please help me , i don't understand what they are saying at all

Representative here says no need to notarize crypto payments and asks me for a payment which i don't remember or know (cause they limited my access) , they don't provide txid or wallet addresses even for me to check !!

Security department tells me to notarize everything and doesn't tell me why they reject everytime !

Live chat of their websites say your video of showing notarized documents are cutted/edited .

Three total different things from 3 sections of this bookmaker , i believe they are trying to not pay .

Hi all,

Thank you for your replies.

Dear 1xBet Casino Team,

Please provide the requested information about the transaction you want to verify. Let me repeat that no notary will ever notarize a crypto transaction from a non-custodial wallet. Please keep in mind that if this complaint will get closed as unresolved, the casino's safety index will most certainly go very low.

Please also point this out .

I had only two big deposits (4 btc , 12 eth) , i have proof for both of them .

Now after three months they are coming up with a number (16646284726531676) , and they are telling me to provide proof for this .

they are not sending txid or wallets or anything , they don't give me access to my transaction data , this transaction is non-existent and 1xbet is lying

Today, I received extremely incomplete and vague deposit information from the so-called 1xBet "Customer Support."

They’re telling me that I had another transaction with the following details:

Transaction: 08.05.2025 – 3,880,000 IRR

Now, please understand—I have over 20 exchange accounts and more than 10 personal wallets, each holding multiple cryptocurrencies. Even 1xBet itself offers over 50 different crypto deposit methods!

So how on earth am I supposed to identify which crypto I used and from which wallet, when they don’t even provide a destination or sender wallet address, no transaction hash, nothing?

Just to show you how absurd their verification process is:

I’ve deposited around $300,000, and I submitted two deposit proofs covering $299,996 of that total. And guess what?

They’ve been rejecting my documents for 30 days just because of a missing proof for a $4 transaction. :)))

Honestly, it doesn't get more ridiculous than this.

They’re asking for a receipt of a tiny transaction from 3 months ago, yet they won’t tell you which coin it was, where it was sent, no hash, no relevant data at all.

Avoid this site at all costs.

Dear alfiandaris,

We highly appreciate your reply!

We are taking time to check the information with Security Department and will provide you with a reply soon.

Sorry for the waiting! Hope for your understanding!

Best wishes,

1xBet Team

I'm patiently waiting but it's been 3 months and 1xbet obviously has a big problem communicating with user .

Security department sending prepared texts like robot .

Support department doesn't have basic access (access to account deposits or withdrawals)

And personal data being leaked in 1xbet which i explained in the posts i made 3 months ago .

You need to restructure your company otherwise you will be seen as scammers :)

After verification by the support team regarding the deposits to my account, I was informed that there were only two transactions, as listed below:

1- 12,214.00 m.Eth = 12.214 ETH

2- 3,880,000.00 m.Btc = 3.88 BTC

Transactions date: 08.05.2025

I have always submitted the screenshots of both transactions and consistently emphasized that these are the only deposits I have made. However, 1xBet has been rejecting my photos for 30 days with various unjustified excuses.

From now on, I will upload all documents and screenshots directly to this website so that both 1xBet representatives and the site management can view them clearly, in order to prevent further time-wasting.

Please unlock my account immediately.

Hi all,

Thank you for your replies.

Dear 1xBet Casino Team,

We will give it one more week to make some progress here. If the player remains stuck, we will have no other choice but to close the complaint as unresolved, which will significantly affect the casino's safety index.

Dear Casino.Guru Team,

Dear alfiandaris,

Thank you for your continued cooperation and for the opportunity to provide further clarification.

We understand the player’s frustration, and we assure you that we are committed to resolving this matter in a fair and transparent manner. However, as previously communicated, the Security Department requires a complete and notarized set of documents to proceed — including a notarized confirmation of the deposit in question.

We would also like to respectfully note that the reason for these stricter requirements lies in the fact that, during earlier correspondence via email, multiple falsified or highly suspicious documents were submitted. This has significantly complicated the verification process and raised serious concerns about the true ownership of the account.

As a result, the Security Department is following enhanced verification protocols in this specific case to ensure compliance and protect all parties involved. We kindly ask for your understanding — the purpose of these measures is not to delay, but to uphold the integrity of the verification process.

Once the complete notarized documentation is received and verified, we will be able to proceed accordingly.

Thank you again for your patience and for facilitating this discussion.

Best regards,

1xBet Team

Unfortunately, it seems your security team still refuses to acknowledge that I am the rightful owner of the account — despite the following facts:

I am the only person with access to the account email.

I am the only one who has access to the 2FA codes.

During video calls, I clearly and fully explained everything that was requested.

I have full access to all deposit transactions and the source wallets.

I am fully aware of every bet placed on the account.

Yet somehow, this is still "not enough" to prove ownership.

As for the notarization request — please understand that in Iran, cryptocurrency is not officially recognized, and notary offices only notarize documents that are issued or verified by the government. Therefore, it is legally impossible to notarize crypto deposit records here.

Moreover, I had only two deposits — one in ETH and one in BTC — but you only asked for a notarized document for the BTC deposit, completely ignoring the ETH transaction.

This inconsistency in your process shows a clear contradiction and suggests that your protocol is not truly aimed at verification, but rather at deliberately obstructing users.

I sincerely hope this unprofessional and non-transparent process will be revised as soon as possible.

Ok

Despite crypto being illegal and notaries didn't help me with this , i asked from a friend of mine in notary to do this for me , he certified my screenshots of paying crypto to 1xbet .

I upload them here , let's see what is their next excuse to reject :🙂

Dear alfiandaris,

Thank you for your latest submission and for your continued cooperation.

We would like to inform you that, as per the latest update from our Security Department, the documents you provided were received yesterday. They have been accepted and are currently undergoing the verification process.

We kindly ask for your patience while our specialists complete the necessary checks. As soon as the review is concluded, you will be informed accordingly in your personal account or email.

Thank you for your understanding.

Best regards,

1xBet Team

The photos i sent finally got accepted

Now they asked me for a video recording of those documents.

They will review it for 2-3 days and then reject it without saying any reason , just to waste time and make me giveup , just wait and see 🙂

Hi all,

Thank you for your replies.

Hi alfiandaris,

Please keep me updated.

Dear alfiandaris,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

My documents is still under review by them for 7 days .

Whole process took 3 months and is still ongoing .

I have no word to describe this , can't expect more from a russian bookmaker .

Dear 1xBet Casino Team,

What is the current status of the verification?

It's the 10th day of "under review" message 🙂

Dear alfiandaris,

Thank you for your message.

We fully understand your concern and sincerely apologize for the extended delay. Please be assured that your details are still under thorough review by our Security Department. This process is taking longer than expected, but we are doing everything possible to resolve the matter in the shortest possible time.

As soon as we have an update, we will immediately inform you.

We truly appreciate your patience and cooperation.

Best regards,

1xBet Team

Today they did a videocall for me , it lasted 30 minutes and was too rough!!!

I mean they asked for every bets placed (i placed them 5 months ago without accessing to history , so i guessed most of them)

I passed the videocall , waiting for next steps !!!!

Today I received the following message from 1xBet:

> "Please be advised that we have decided to cease our relationship with you and to close your betting account pursuant to the company's Terms and Conditions. Following an investigation, we have reason to believe that bets on sporting events from this betting account were not placed by you, which is in direct violation of our Terms and Conditions. Please do not attempt to create new accounts with our company. Considering that your actions are in gross violation of the company's rules, this decision is final and will not be subject to review. Any queries received from you regarding the blocking of your account will be ignored by our support team. You can request a refund for funds you deposited into your account. This request will be approved."

I want to thank Casinoguru for their efforts in helping me resolve the matter partially. However, I am still left with serious unresolved problems:

---

1️⃣ My Deposits — 4 BTC + 12 ETH Frozen

On 8th of May, I deposited 4 Bitcoins + 12 Ethereums (worth $377,000 at the time, equal to ~330,000,000,000 IRR).

Instead of smooth operations, 1xBet forced me into a 100-day verification journey — for their own mistake, not mine.

I have been a VIP customer since 2017 under my real name. When I tried to log back in 4 months ago, I entered my email & password. They sent a code to my number (I could see my number displayed), but I never received any code.

After endless back-and-forth with support, they themselves instructed me to create a new account and promised to merge it with my old one. I followed their instructions, and suddenly these problems appeared.

✅ I have evidence for every single step.

---

2️⃣ Funds Must Be Returned

I deposited 4 BTC + 12 ETH. If you don’t want to pay out my winnings, that’s your decision — but at the very least, return my deposits.

During these 4 months of KYC delay:

Ethereum’s price increased by 140%

Bitcoin’s price increased by 40%

That means I have lost enormous value only because 1xBet delayed and froze my funds unjustly.

---

3️⃣ Withdrawal Limit Bug in IRR

On the website, the withdrawal limit for IRR currency is written as 380,037,472,940 IRR — which is extremely high (and perfectly fine).

But when I try to withdraw even a fraction of this amount (even 100x less), I get an error:

"Maximum limit exceeded."

Right now I can only withdraw $200 per request, which means I would need to submit tens of thousands of requests to get my balance out.

This is a clear technical bug that needs fixing immediately.

---

🚨 Final Words

1xBet froze my account and my funds unfairly.

They created this mess themselves, forced me through endless verification, and now hide behind Terms & Conditions while holding my crypto hostage.

All I ask:

👉 Return my 4 BTC + 12 ETH deposits.

👉 Fix the IRR withdrawal bug.

👉 Stop punishing long-term VIP customers for your own internal errors.

So in simple words , i deposited 4 btc and 12 eth (in current rates) = 516,000$

But instead they are paying me 3200000000000 IRR = 360,000$

Which is 43% less !

And that's just my initial deposit (they removed all my winnings) !!

This is beyond unfair !!!

They told me to create a new account , cause they couldn't fix the old account sms code , and when i created the new one they make me go through an advanced kyc which took 100 days !

And after all that they are telling me someone else placed bets (or you have had another account) !

If you want to void my bets do it , i have no problem with it , but nor user nor bookmaker should be at loss .

My final demand is to give back my initial deposit in their initial deposited form which is crypto currency

Exactly 4 btc , exactly 12 eth

Otherwise me (as a loyal customer of yours for 8 years) will face drastically huge losses

Please reconsider and i will set this as solved on many forums and trustpilots and everywhere which i commented badly !

I have 317,000,000,000 IRR in my account.

The platform says the max withdrawal is 1,000,000,000,000 IRR, which is way above my balance.

But when I try, I get "Amount exceeds maximum allowed."

Support told me I can only withdraw 500,000,000 IRR per request. That means I need 700+ withdrawals to take out my funds.

Each 500,000,000 IRR ≈ $500 ≈ 0.004 BTC.

So my total balance = 2.5 BTC.

I originally deposited 4 BTC + 12 ETH, but because of their mistake, I only end up with 2.5 BTC!

They deduct 4% fee with each withdrawal as well !!!!!!!!!!!!

It's a theft not a refund !!!

Hello alfiandaris,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Situation is far worse that what I've imagined !

I tried my withdrawal requests from 2 days ago (cause the limit is 500$ per request for IRR currency & i need to make like a 1000 requests to get all my money)

Right now I've been able to receive 0.6BTC from my original 4BTC deposits and guess what , they removed BTC for withdrawal from my dashboard (maybe they don't have BTC or they don't want to return to me)

Screenshot attached .

I'll update here daily

Hi all,

Thank you for your replies.

Dear 1xBet Casino Team,

If I understand the situation correctly, it was agreed that the player would be refunded his deposits. Why does he get his funds back in increments of $500?

Peter , with all respect , what you mentioned is not my main concern .

I have requested nearly 1000 withdrawals (500$) each and it's over (took me 2 full days)

Main concern is , if you want to void my winnings , it's fine , but refunding me doesn't mean i deposit 4 BTC and endup with 2.5 BTC !!!!

I received half of what I've deposited because of their stupid verification system !

I am furious right now

Hello!

Dear all,

We would like to clarify the following:

The amount equal to your deposit, which had not yet been withdrawn at the time of the account closure, was fully returned to your balance.

Please note that the withdrawal limits per transaction are set not by us, but by the payment system you select for your withdrawals. Unfortunately, we have no influence over these limits.

Commissions may also be charged only by the payment systems, and for currency conversion — for example, a 4% fee applies if you withdraw from an account in another currency to Bitcoin or another crypto. These rules and conditions are the same for all users and were also valid on your account during previous withdrawals before verification. To avoid conversion fees, you could have used an account in the same currency as your crypto balance. The choice of payment method and currency always remains with the player.

Best regards,

1xBet Team

What you did was totally unacceptable !

I informed several department of yours of my other verified and vip account .

I told you i cannot login to it because i can't receive sms code (your problem not mine) .

You made me do a kyc that took 100 days and in these 100 days i lost a lot of value of my initial deposit !

This whole situation is bookmaker's fault , if you were licensed or regulated by anywhere , i could've sued you and get my full deposit amount + compensation , but since you are not regulated , you can do whatever you want .

For the private information breach alone i could've got millions from you in a lawsuit 🙂

The insider person in your team is emailing me daily and threatening me with my address and the pictures i sent to you .

He also has a admin control panel which shows all my bettings and activities and i believe that guy is legit from 1xbet official team and this is under your supervision .

If you dare to step into light of regulations i will sue you in the first second for all this but you're too afraid and too small for that 🙂

To people who use 1xbet : please don't use this , i depsoited big and won big , they voided my bets and after 100 days of super hard verification procedure , they told me someone else placed bets for you , imagine how stupid their reason is ... 🙂

A cheap bookmaker with cheap management 🙂

I deposited 4 btc and they refunded me 2.5 BTC

Stay away

Hi all,

Thank you for your replies, and sorry for the delay.

Dear alfiandaris,

Do I understand correctly that your balance was held in IRR? Did the casino refund you the full amount that was deposited in IRR?

Dear alfiandaris,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru