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Dear ZIED_436,

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

To better understand and assist you with the issue regarding your withdrawal from 1xBet, could you please provide more details by answering the following questions:

• When did you first encounter the 'Processing Error' while trying to withdraw your funds?
• Have you attempted to withdraw your funds multiple times, or has it only happened on one occasion?
• Could you provide details about the method you are using for the withdrawal (e.g., bank transfer, e-wallet, etc.)?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Thank you for your reply and for providing the previous details, ZIED_436.

• Have you tried contacting the support team through any other channels besides email, such as live chat or phone support?
• Could you please clarify whether you have made any successful withdrawals in the past? If so, how long did it take for them to be processed?
• Was the withdrawal method the same as the one you used for your deposit?
• Could you also update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you again for your cooperation.

​Dear Petra,

​Thank you for your follow-up. Here are the answers to your questions:

​Other Channels: I have tried contacting them via Live Chat several times, but I only receive automated or generic responses telling me to wait or contact the security department via email, which I have already done without success.

​Previous Withdrawals: Yes, I have made successful withdrawals in the past using the same method. Usually, they were processed within a few hours, but this time the "Processing Error" has been persisting for weeks.

​Deposit/Withdrawal Method: Yes, I used Baridimob for both depositing and my withdrawal attempts. It is the same method.

​Current Status: The status on the casino website shows "Rejected" or "Error" immediately after the attempt. It does not stay "Pending" for long.

​I am attaching a screenshot of my withdrawal history showing the repeated "Processing Error" and the failed attempts as requested.

​Best regards,

ZIED_436

Dear Petra,

​The casino's support team is telling me via phone calls and automated messages to "try again later" because the SMS code is not being generated. This is a technical issue on their end. I have tried the "Callback" feature and multiple SMS requests, but nothing works. Please ask them to verify my withdrawal manually since I am already fully verified

Dear ZIED_436,

Thank you for your reply and for providing the previous details.

I understand that you mentioned the support team has been ignoring your requests. However, could you please provide any additional communication or further attempts you have made to contact the casino? This may include screenshots, emails, chat transcripts, or any other relevant records.

You can send the documents to: petra.h@casino.guru or upload your screenshots directly to the complaint thread.

Thank you again for your cooperation. I look forward to your response.

Dear ZIED_436,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Hadi (hadi.a@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Dear ZIED_436,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 1xBit Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 1xBit Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Thank you, Hadi, for taking up my case. As of now, there are no updates from the casino side, and my withdrawal is still pending. I am waiting for their response here. Best regards.

Update: I received a confirmation from the Arabic customer support (Representative Nader) stating that my account information perfectly matches the ID documents I provided. The verification process is complete and successful. I am now waiting for the withdrawal to be processed immediately.

Dear ZIED_436,

Thank you for your update. We appreciate your communication and kindly ask that you continue to keep us informed.

Hadi, I am facing a technical issue now. The confirmation code (SMS) is not arriving at my phone number. I have informed the support team and asked them to process the withdrawal manually or provide an alternative.

Dear ZIED_436,

Thank you for the update, I appreciate you keeping us informed.

At this moment, since we have not yet established communication with the casino in this thread, the only thing I can do for now is continue attempting to reach them and encourage their participation.

Please continue to update us if there are any new developments on your side.

Kind regards,

Hadi

Hadi, I found the core issue. The 2FA (Two-Factor Authentication) is stuck as 'Enabled' in my account settings even though I deleted the app. This is blocking all withdrawals and preventing SMS codes from being sent. I have contacted the Security Team to manually reset it. Please keep the case open as I work on this technical reset.

Update for Hadi: I have identified a technical conflict in my account. The Two-Factor Authentication (2FA) is stuck as 'Enabled' even though the app was deleted, which is blocking all SMS codes and withdrawals. I have officially sent an email to the Security Team (security-en@1xbet-team.com) requesting a manual reset, and I attached my selfie with my ID and all necessary documents. I am now waiting for their technical intervention to unblock my account.

Dear ZIED_436,

Thank you for your update. We appreciate your communication and kindly ask that you continue to keep us informed.

Hadi, I have successfully sent the proof (video and screenshots) to Luka at the info-en email. The delivery is confirmed. I am now waiting for their technical team to manually reset the security settings.

Dear Hadi, update: I tried to follow the casino's instructions to disable the '1xAuthenticator', but the app gives me an 'Error' every time I try to do so. This confirms that my account is technically restricted by the casino. This error is preventing me from receiving the SMS code for withdrawal. Please ask them to manually disable the authenticator and the security block from their end so I can withdraw my funds (ID: 1509836259).

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you, Hadi, for following up and for the extension. I would like to update you that I followed the casino's instructions to disable the '1xAuthenticator', but the system keeps giving me a 'Technical Error' every time I try. It seems they are providing broken solutions to delay my withdrawal. I have already sent an email to their security team with screenshots of this error, but I have received no fix yet. I appreciate your pressure on them to resolve this technical block.

Update for Hadi: The casino finally replied asking for my app and OS versions for technical escalation. I have provided the details immediately. I am waiting for their technical team to fix the manual block on my account.

Dear Hadi, the casino is now asking me to reinstall the app. I refused because if I log out, I won't be able to log back in since they are not sending the SMS verification codes. This would result in me being permanently locked out of my account and my funds.

​This is a dangerous request from their support. Please ask them to perform a Manual Manual Security Reset on my account ID: 1509836259 so I can receive SMS codes and withdraw.

Dear ZIED_436,

Thank you for sharing the update. As of now, we have not received any communication or response from the casino.

Dear Hadi, thank you for the update. It is clear now that the casino is intentionally ignoring your official inquiries while providing me with 'dangerous' technical instructions that would lock me out of my account (ID: 1509836259).

​Their refusal to communicate with you, combined with their broken SMS gateway and the 'Error' I receive when trying to disable the authenticator, proves this is a deliberate attempt to withhold my funds. I request that you mark this case as 'Unresolved due to Casino's lack of cooperation' and lower their rating immediately. I am a verified player (ID/Selfie/Phone) and they have no legal ground to block my withdrawal.

Dear Hadi, the casino just sent me a private email stating they 'cannot consult third parties' (meaning you) for security reasons. This is a clear attempt to bypass your oversight and isolate me. They are still insisting that I reinstall the app, which I have already explained will lock me out due to their broken SMS system. It is obvious they are not acting in good faith. Please mark this complaint as 'Unresolved' due to their refusal to cooperate with a professional mediator. I will not follow instructions that risk my account access while they ignore you.

Dear ZIED_436,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at hadi.a@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

best regards,

Hadi