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Subject: Withdrawal not received – 200,000 JPY – Impossible requirements and no real bank support

Hello,

I would like to file a complaint regarding unresolved withdrawal issues with 1xBet.

I requested two withdrawals:

- 08/03/2026 – 100,000 JPY (Bank Transfer – Community Banking)

- 13/03/2026 – 100,000 JPY (VISA Debit Card)

Total: 200,000 JPY

Both amounts have NOT been received.

However:

- 07/03/2026 – 10,000 JPY (received successfully)

- 12/03/2026 – 10,000 JPY (received successfully)

This proves my bank account and card details are correct.

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I contacted my bank (MUFG – Mitsubishi UFJ Bank) multiple times, including visiting the branch in person.

The bank clearly confirmed:

- They do NOT issue any official "funds not received" certificate (PDF/email)

- They do NOT support tracking via RRN/ARN numbers

- Their chat system does NOT allow personal information

- Transactions cannot be verified via chat

I also tested their official chat system:

- The chatbot only accepts very short keyword-based questions (around 20 characters)

- It does NOT allow transaction-specific inquiries

- It clearly states that personal information must not be entered

- It cannot connect to a real operator in practice

I have screenshots proving all of the above.

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Despite this, 1xBet continuously requests an impossible document and refuses to proceed without it.

Additionally:

- They only provide an internal "ID number" or RRN code

- These are NOT valid bank-side transaction proofs

- No official transfer receipt or SWIFT confirmation has been provided

This means there is NO valid evidence that the payment was actually sent.

---

At this point:

- I have done everything possible on my side

- The requested document is technically impossible to obtain

- The bank has clearly refused such requests

- The funds are still missing

This situation appears to be an intentional delay tactic or unfair practice.

---

I request one of the following immediately:

1. Reprocess the withdrawals (200,000 JPY total) 

OR 

2. Provide valid, bank-verifiable proof of transfer 

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If this issue is not resolved, I will escalate this case further across multiple complaint platforms.

I am ready to provide all screenshots, bank confirmations, and communication records.

Best regards, 

1xbet ID 471524999

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Dear Lacheleva,

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 confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Be sure to include responses from the casino as well.

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,

Tomas