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Dear 1xBet Support,

I am writing this with extreme disappointment and frustration regarding the current status of my 1xBet account (Account ID: 183925043). My account has been unjustly frozen with a balance of 33,000 LKR, and despite multiple emails and follow-ups, I have received absolutely no response from your team. This kind of negligent and unethical behavior is unacceptable, especially from a platform that claims to value its users.

It is appalling how you can lock a user out without explanation and ignore repeated emails, especially when there is real money involved. My funds have been trapped for days/weeks, and this situation is nothing short of a scam in plain sight. If this is how your company treats its loyal users, it raises serious questions about your credibility and trustworthiness.

I demand an immediate resolution to this matter. Either restore full access to my account or release my funds (33,000 LKR) without delay. If I do not receive a proper response within 72 hours, I will not hesitate to escalate this issue publicly through:

Consumer protection authorities

Financial fraud complaint portals

Social media platforms and forums

Online review sites

This is your final opportunity to resolve this professionally before legal and reputational consequences follow.

here below I sent hudreds of mails for their security email they simply blocked my mails not even receiving. but when I send mails from another email they simply reply LOL

Dear mineth,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was frozen?
• 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 current balance with the help of a bonus?

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,

Tomas

I was player about 3 years or more now!, my account frozen now almost more than a month now

They disabled everything, withdrawals closed, blocked my emails and not even replying for emails from the main security email of: security-en@1xbet-team.com

I played sports betting and live games

NO not any bonus, all from my deposits. I lost over crazy amount of money for them. and today they deducted 270000 LKR nealy $1000 from my account... I'm asking why what am I did for them

Thank you very much, mineth, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello mineth,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the 1xBet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Thank you in advance for providing us with your view of the issue.

Dear user,

Your account has not been blocked, it has only been placed under verification.

To proceed, please send an email from your registered email address to security-en@1xbet-team.com, attaching a photo of the identity document you indicated during registration.

Once sent, kindly wait for further instructions from the Security Department to complete the verification process.

Sincerely,

1xBet Support Team

I sent all the documents more than 100 times to you guys now the security email. They not even checking my email totally blocked by them. Then why I didn’t even get that automatically sending email when I send a email to you guys. This is totally a scam. They blocking users emails and keep saying to mail them. WTF!

Dear parties, thank you both for your updates.

Dear mineth,

please try to send one more e-mail with the documents. I would also like to ask you to send it to martin.l@casino.guru afterwards.

Dear casino representative,

please let us know when the e-mail arrives and verification procedure starts.

I'm sending them messages since 3rd of april. this s total scam no one replying to me

Dear Mineth,

I would like to ask you to send an email with the documents attached, dated 25th of April or later. Subsequently, please screenshot it with the documents and recipient's email address fully visible. You can also send the same email to martin.l@casino.guru, so we can have proof the documents were sent and wait for the next steps, which should in that case be taken by the casino.

Dear parties,

I would like to confirm we received mineth's message with the identity document, as well as a screenshot of the mail he sent to the casino.

Dear casino representative,

please let us know the next steps in the verification process,

Dear user,

We have escalated your case to the relevant department for further review. As soon as we receive any updates regarding your situation, we will inform you immediately.

Thank you for your patience and understanding.

Sincerely,

1xBet Support Team

OK... soon I'm waiting for resolve for my issue.

Dear parties,

are there any developments in the matter? Please keep us updated.

hello

I need a decision

still not a single email I receive also they holding my money tell them to return back my money if can't reply to my emails

Dear casino representative,

the case has been ongoing for quite some time now, yet I believe we have only managed to make small steps in the resolution process. What is the exact issue with the verification documents? I am here to assist and I would appreciate a more detailed answer. In case the information is confidential, please send it to martin.l@casino.guru.

Dear user and Casino Guru Team,

We have already responded to the user’s case through multiple channels and would like to clarify the following:

The user’s account has not been blocked, but is currently under verification.

To proceed, the user must send an email from their registered email address to the Security Department at security-en@1xbet-team.com, including a photo of the identification document that matches the one entered during registration.

We also kindly ask the user to stop sending multiple emails. Spamming delays the verification process — each new message pushes the request to the end of the queue. If the user continues to flood the inbox, the messages may be ignored until a single email is sent correctly, with the required documentation, and the user waits for a reply within the same thread.

Thank you for your cooperation and understanding.

Sincerely,

1xBet Support Team

Dear parties,

I believe we should make an agreement as the issue is currently not progressing.

Dear mineth,

please send one mail, containing all of the required documentation, from the email address used to register in the casino. You can afterwards screenshot it and send it to martin.l@casino.guru again, so we know the steps have been taken. It is also necessary to stop messaging the casino any further, as it only delays the process.

Dear casino representative,

please let us know when you receive this email and keep us informed about the process.

ok hold on I'll send details again by adding martin.l@casino.guru

Dear casino representative,

I can confirm we have received an email from mineth. Please give us an update when the verification process progresses.

Dear mineth,

thank you for your timely response. I also understand you might be frustrated with the process, but I ask you to be patient now.

Still they not send me a single reply regarding it.

Dear Mineth,

I understand your frustration, but I advise you to be patient and not message the casino at this point in time. Verification process will take time.

Still not a single reply regarding the email I put.

Verification process usually takes a couple of days. Let's keep waiting for now.

I'm really frustrated with this because my money on the account. they should give me access to withdraw them because that's my money not them

This is really crazy situation right now. even I put all my documents and everything they holding my funds like this. really awkward situation I'm having. please if this not gonna solve don't anyone trust this casino any more. if you hugely win in this site they definetly cut you off or block your account there. really carefull guys

Dear user and Casino Guru Team,

We have requested an update on the user’s case from the relevant department.

As rightly pointed out by Martin (Casino Guru representative), such cases can take time, especially when there has been a history of repeated messages or email spamming, which unfortunately pushes the request to the end of the queue each time and significantly delays the process.

We kindly reiterate the importance of patience, and we assure you that we will notify you immediately once there are any new developments or updates regarding this case.

Thank you for your understanding and cooperation.

Sincerely,

1xBet Support Team

I don't wanna start talking about this with you again. this is really awkward and time wasting. refund back my money that's all what I want

Dear parties,

as more time has passed, can you give us an update on the current proceedings? What is the status of the verification process?

Dear user,

Please note that this case has been actively monitored across multiple platforms, and for that reason, we will only provide the most up-to-date information, regardless of where the complaint is posted.

As of now, we confirm that you have submitted screenshots from your email showing the requested documentation. This information has been forwarded to the relevant department, and we have requested an update on your case.

At this moment, we are still waiting for their response. We will inform you immediately once we receive any updates.

Sincerely,

1xBet Support Team

I'm actively waiting here for their thoughts and decision this time. I hope this would be the last time. thank you

Dear casino representative,

thank you for confirming the status of the verification process,

Dear mineth,

thank you for being patient. The best course of action right now is to wait.

Ok I'm waiting, thank you casino guru

Dear mineth,

Thank you for your patience and continued cooperation.

We would like to inform you that the Security Department is currently waiting for the requested document — a bank statement — in accordance with the instructions previously provided. Unfortunately, the files submitted so far do not meet the verification requirements, as they lack the necessary signatures and official stamps.

To proceed, we kindly ask you to re-submit the correct version of the bank statement, ensuring it includes all necessary elements — such as signatures and official stamps — that confirm the authenticity of the document and its data.

Once we receive the proper document, the verification process will continue without further delay.

Thank you again.

Sincerely,

The 1xBet Team

what 🙄, how it can't be confirmed. just tell me how my bank account can't verify here. wait I'll submit those here again I'll upload here as well as to your emails. tell me what's the problem here definetly real and legit statement everyone get from commercial bank every people getting this as statement. check in anywhere internet.

most the scammiest gambling site I ever used my entire life

what now?

Dear parties,

as more time has passed, we would like to ask the casino to update us about the current verification proceedings. In case the issue with the bank statement persists, please contact me at martin.l@casino.guru, so we can gain a better understanding of the exact issues.

Dear user,

The updated bank statement is still pending. Please note that all previous documents you sent were missing official signatures and stamps.

Kindly provide a proper bank statement with the required signatures and official stamp to proceed with your request.

Thank you for your understanding.

Best regards,

1xBet Support Team

Dear casino representative,

I would like to expand and reiterate my last question. What exactly is wrong with the bank statement? Which signatures and stamps are missing? Are you requesting the player to visit his local bank branch and get the document signed?

If you have suspicions of the bank statement being fraudulent, please send me the proof and all relevant details to martin.l@casino.guru. Alternatively, are you willing to accept the statement as a file downloaded from the user's bank - in case mineth is willing to provide it?

I have much far provided all the documents they asked from me but still they asking for stamp thing that my commercial bank never provides me. I even called combank hotline today. They saying the bank statement that they issuing the only statement they providing for passbook account holders.. in case if need pdf they saying me to open a new account type called statement account.

what else this 1xbet asking from me It’s really suspicious, even I verified in skrill.com with these documents previously . This is a bank statement casino what else bank statement commercial bank having??….

Dear All

Thank you for your follow-up question.

To clarify the requirements: when a bank statement is requested by our team, we are referring to a standard official document issued directly by the user’s bank. The document must meet the following criteria:

Format: It must be in PDF format, as issued by the bank — not a screenshot or manually compiled document.

Contents:

The account holder’s full name must be visible.

The bank account details (e.g., IBAN or account number) should be clearly shown.

It must display all transactions, particularly those made to 1xBet, so we can verify the source of the deposits.

Authentication:

The statement must include the official bank signature and stamp, confirming its authenticity.

If the player is unable to download such a file online, they may need to visit their local bank branch to request a stamped and signed version.

This process ensures compliance with security standards and helps verify that the bank account used for transactions indeed belongs to the account holder.

Thank you for your understanding and cooperation.

Best regards,

1xBet Support Team

casino guru I have provided all they want so far in this chat also please get a decision. your team also can understand how crural of this people right. They holding my funds in the balance and theft those and scammed my money. please give a decision. I have provided all soft copies and hard copies that I can provide 🥺

Dear Casino Representative,

As Mineth has explained, it is not possible for him to provide a PDF version of the bank statement. Therefore, the only available option appears to be submitting a signed physical statement.

Given that this is not a straightforward request, we kindly ask the casino to confirm whether the statement provided is acceptable, and whether adding a stamp would be sufficient to verify its authenticity and complete the ongoing verification process.

If a different time period needs to be shown on the statement, please let us know. Likewise, if there are any additional verification steps the casino intends to carry out, we would appreciate it if you could inform us now, so we can help bring this matter to a swift resolution.

Best regards,

Martin

Dear Casino Guru representative,

Thank you for your message. We have escalated your request to the relevant department. As soon as we receive an update, we will make sure to inform you accordingly.

Best regards,

1xBet Support Team

Dear casino representative,

thank you for your response. We will be awaiting the new information.

Dear user,

We kindly recommend that you download the original PDF files directly from your banking app and send them to the Security Department (SB).

Please note that we cannot guarantee whether these documents alone will be sufficient to complete the verification process. The decision to request additional documents or not is made individually after each submitted document is reviewed, based on the contents and account ownership details.

Thank you for your understanding and cooperation.

1xBet Support Team

Dear Mineth,

I would kindly ask you to recheck your banking application and the availability of the PDF version of the statement. Try to find the "statements" under the account section. In case this is truly not possible, I believe going to the bank and getting an official stamp is the only remaining option.

Dear mineth,

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.

I have provided everything I can prove even every proof nothing left to show now. You can ask commercial bank email main email which working and replying 24 hour and ask for is this a valid and legal statement and they will say whether it’s legal or not

Dear mineth,

have you now provided the signed bank statement? I am afraid we can not really move forward without it.

Dear mineth,

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.

I can’t get signed bank statement I have tried multiple times they not providing it. Why this much difficult I can show my bank full video even with my face even my bank account live transaction doing by me like that. Please help me

Dear parties,

As the case has been dragging for far too long, I would like to propose a clear way forward.

Dear Mineth,

I kindly ask that you contact your bank—Commercial Bank of Ceylon—and request a written confirmation (either in the form of a signed letter or an official email) stating that for your type of account (passbook), the bank cannot issue PDF statements along the stamps or signatures. This document should clearly confirm that the statement you have already submitted is the only format your bank provides. If this confirmation can be obtained and submitted, it will serve as a formal explanation for why the specific document requested by the casino cannot be produced.

Dear casino representative,

in the event that the player provides this written confirmation from their bank, and it aligns with the previously submitted documents, we believe it would be reasonable to accept the player’s documentation as sufficient for verification. Alternatively, in case there are any other details that need to be verified, a verification call seems like the best alternative.

Since the player is cooperative, we expect the casino to show flexibility in situations where official documents cannot be issued due to external limitations beyond the player’s control.

We will await the bank’s written response to proceed accordingly.

I can't get a sign confirmation?

Dear parties,

to update you on the current proceedings, since there has been no new initiative from either side, I've been in contact with the player's bank in order to familiarize myself with the situation. I will update the thread when I receive any relevant news.

Dear parties,

I have contacted the bank in question and received a written confirmation, that players using the passbook account indeed cannot receive a PDF statement. I therefore believe verification should proceed by different means, a verification call seems to be the best bet in this situation.

Dear casino representative,

I will be awaiting your response. In case you have any different proposals, please let me know.

Dear Mineth,

We kindly ask you to send an official response from your bank confirming that it is not possible to provide:

• An original bank statement in PDF format;
• A printed version of the statement with an official stamp and the signature of the bank.

If the bank’s reply also specifies what kind of official confirmation or documentation they are able to provide n place of a stamped or signed statement, that would be very helpful and acceptable for review as well.

Please send this confirmation (as a clear screenshot or photo) to our Security Department at security-en@1xbet-team.com. If possible, you may also share it here for faster coordination.

Once we receive this confirmation, we will be able to review your case and advise on the next steps.

Thank you for your understanding.

Sincerely,

1xBet Team

here

Dear Casino representative,

I am sending you the response we have received from the player’s bank.

To clarify the whole situation again: we are not trying to dismiss your attempts at verifying the user, but we believe it is time to move on to a different method of verification.

Dear Mineth,

Dear Martin,

Thank you for the continued coordination. We highly appreciate the time and energy invested by all parties.

Having reviewed the latest materials received, our Security Department would like to clarify the following:

Unfortunately, the files submitted so far do not meet our verification criteria. These files, in their current form, do not differ from any other that could be printed from a regular inkjet printer and therefore cannot serve as proof of authenticity.

However, we understand the limitations the player may be facing, and we remain open to alternative verification methods. The player has several options:

• Visit a bank branch and kindly request that a bank officer stamps and signs the printed document. As indicated in the bank’s own response, the bank confirms it can issue printed or electronic statements and advises customers to contact branch staff for further assistance. The player can visit the branch and try to request a stamp and signature on the document from a bank officer. While one reply states that a stamp or signature is "not required," this does not mean it cannot be provided—it simply isn’t mandatory in all cases. For third-party verification, such confirmations are typically issued upon request.

• Alternatively, the player may provide clear and unedited screenshots of his online banking interface, taken from a PC or laptop (not a mobile device). These screenshots must display the following details:

1. Full account number;
2. Account holder’s name;
3. The relevant transactions to/from the company.

We are eager to move forward with the verification and resolve this matter, but it is important that all documents submitted can be reasonably authenticated.

Best regards,

1xBet Team

Dear casino representative,

thank you for your response. The second option seems like a very viable alternative.

Dear mineth,

can you please proceed as asked?

Dear mineth,

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,
Martin
Casino.Guru