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1xBet has approved to pay out my winnings. But for the FOURTH TIME now they don't pay it to Skrill, they pay it back to my 1xBet account. Please help, I need that money

Dear MaritaZ_101,

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 before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Dear Kristina

They did not ask for further verification, despite that I did submit a photo of me holding my ID card. Verification is done by Skrill. No, my winnings was not from an active bonus or free spins.

I have only deposited using Skrill, they haven't paid winnings out to me yet. I tried to upload documents but was unable to on this site, to show you what's been going on

Thank you so much that you wrote to them. I just checked my Skrill, still no money.

Much appreciated your effort

Regards

Marita

Dear Kristina

I also complained on Hellopeter and Trustpilot. They replied on Hellopeter, saying I must contact customer care. Customer care tells me I have to wait 48 hours. Then after 48 hours they simply return the money back into my 1xBet account. Very frustrating as I genuinely need that money urgently.

I'm so grateful for this site, at least I see on internet reviews that you guys successfully help people. So appreciate the help, I'm so fed up with dealing with them. It's not allot of money but to me it is.

Thank you from the bottom of my heart for helping.

Kind regards

Marita

Dear Kristina

Just to clarify, I was send an email saying that my withdrawal has been APPROVED. That was the fourth time I try to withdraw. And they said it wasn't necessary for additional verification.

Kind regards

Marita

They did it AGAIN. Returned the money to my gaming account. This is the FIFTH TIME

Thank you for your reply, MaritaZ_101. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Then there's these emails, claiming the problem is Skrill. Now, it's not Skrill bcs I've emailed them and was told they don't have any technical issues. And as for the KYC requirements, this is what they say

Hi Kristina

Have you got any response from 1xBet? They haven't returned the money to my gaming account, but also haven't paid it out. I'm absolutely DESPERATE for that money.

Thank you very much, MaritaZ_101, for your cooperation. I will now transfer your complaint to my colleague, Martina (martina.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear MaritaZ_101,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 1xBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawal requests keep being rejected?

Thank you in advance for providing the information.

Dear user,

Thank you for your message.

We have escalated your case to the appropriate department. As soon as we receive any update, we will inform you immediately.

Thank you for your patience and understanding.

Sincerely,

1xBet Support Team

Thank you very much 1xBet Casino Support team for letting us know.

Please let us know as soon as you have some update.

Dear MaritaZ_101, if you receive the withdrawals, please let me know too, so I can close the complaint as resolved. Until then, I keep it opened.

Dear user,

Could you please let us know which support email address you contacted? Ideally, you should have reached out to support-fr@1xbet-team.com.

Also, we kindly ask you to send a full screenshot of the latest reply you received from our support team. This will help us identify which department is handling your case and better understand the situation.

Sincerely,

1xBet Support Team

Dear MaritaZ_101,

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,
Martina
Casino.Guru