1xBet Casino - O depósito do jogador será retido por 19 dias.

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The deposit has been pending for 19 days. This is negligence.

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Dear Yo.M,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Hello Casino Guru Team and 1xBet Support,

I would like to provide a quick update regarding my complaint.

I made a deposit 19 days ago, and the amount has still not been credited to my 1xBet account. I have already checked all payment details and confirmed that the transaction was completed correctly on my side. I also contacted 1xBet support several times, but I still have no clear explanation or solution.

I have attached all proof of payment, including screenshots and the transaction IDs.

I kindly ask 1xBet to:

Recheck this transaction urgently

Credit the deposit or refund it if it cannot be processed

Provide a clear written update on the status

This delay is unacceptable, and it is causing unnecessary stress. I am a legitimate player and only expect fair handling of my case.

I appreciate Casino Guru’s assistance and look forward to a quick resolution.

Thank you.

I would like to add an important point regarding my complaint.

During my attempts to resolve this issue through the 1xBet live chat, the support agents repeatedly left the conversation in an unprofessional manner whenever I asked to speak with a supervisor. In one instance, I was even threatened with an account ban simply for requesting an update about my delayed deposit. This behavior is unacceptable and makes it impossible to resolve the issue directly with support.

Thank you.

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear Yo.M,

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.

Thank you for your email. Unfortunately, the screenshots of your payment method do not show any personal information or account details that would confirm that you are the owner of the account or that the document is official.

We need an official statement showing your account details, your name, and the specific transaction to 1xBet, including the current balance.

Alternatively, you may provide a video recording from the wallet application, clearly showing your account number and the transaction history, including the relevant deposit.

Hello Casino Guru Team,

I would like to state clearly that 1xBet is acting fraudulently.

I have provided every possible document and piece of evidence required to resolve this issue — payment proof, transaction screenshots, support chat logs, and a fully stamped account statement. This is more than enough for any legitimate investigation.

Despite this, the casino keeps changing their requirements and requesting new documents without any logical reason. This is nothing but a tactic to delay the process and avoid paying a legitimate deposit.

I am extremely frustrated and angry with 1xBet’s behavior. What is happening is no longer a simple delay — it is a clear attempt to avoid paying my rightful funds.

I am asking Casino Guru to take strict and immediate action against 1xBet.

Either they credit the deposit immediately, or the casino should face warnings or other penalties.

If this situation continues, I will begin formal legal action and seek full compensation for the withheld amount and the damages caused by this prolonged delay.

Thank you.

Dear Yo.M

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Yo.M for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1xBet Casino for their help in resolving this complaint. We would like to know what the issue is with the deposit and what we can do to help the player receive their funds.

Thank you!

Hello,

Thank you for reaching out to us.

To be able to assist you better with this deposit we'll need the following details:

- your gaming ID

- date and time

- deposit amount

- payment system

- screenshot of this transaction

As soon as we receive any information regarding this deposit, we'll get back to you quickly!

Looking forward to your email!

Dear Yo.M,

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 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.

Hello,

Thank you for your message and for your continued cooperation.

We would like to inform you that your complaint is currently under review by the relevant department. The information you provided has been received, and your case is being carefully checked.

Please be assured that once the review is completed or if any additional documents are required from your side, you will be informed promptly. We kindly ask you to wait for our official update, which will be provided as soon as possible.

Thank you for your patience and understanding.

Kind regards,

1xBet Team

This response is purely generic and confirms that no concrete action has actually been taken so far.

To clarify everything in advance and prevent further delay tactics:

There is no video available for this transaction, as the transaction does not appear in the wallet application itself.

This was officially confirmed by the Vodafone branch, which is exactly why an official stamped account statement was issued instead.

That statement already includes:

The transaction reference

Exact date and time (day, date, and second)

Amount and transaction status

All of this is clearly visible and verifiable within the statement itself.

Moreover, I strictly followed the exact statement format that was previously provided and approved by the casino’s own live chat support.

Based on their instructions, I visited the Vodafone branch three separate times until the final version fully matched the requested format — which it does, exactly.

Therefore, any future attempt to:

Request a "video" that does not and cannot exist,

Ask for the same information in a different wording,

Or restart the verification process from the beginning,

should be considered unjustified delay, not legitimate verification.

At this point, I have provided the maximum possible level of cooperation and evidence available in reality.

I do not expect a genuine resolution if the same pattern of vague "reviews" and unspecified departments continues, especially without the casino providing a single piece of evidence from their own side.

I am submitting this clarification now specifically to prevent repeated delays and to ensure that this case is handled based on facts already provided, not endless procedural resets.

Dear Yo.M,

We understand your concerns and appreciate your cooperation.

At this time, we are reviewing the situation with our payment partner. Based on the account statement provided, we note that while the deposit amounts and dates are clear, there are no official stamps or identifying marks confirming that the document was issued directly by the BANK. This makes it more complex to verify and resolve the matter unilaterally.

To help us speed up the verification process, we kindly ask you to provide a video recording from your wallet application showing your account number along with the full transaction history for the relevant deposits. This will allow us to cross-check the information directly and move toward a solution as quickly as possible.

We appreciate your patience while we continue investigating this with our partner and remain committed to resolving this issue fairly.

Kind regards,

1xBet Team

I would like to clearly clarify the following points once and for all:

The account statement I provided is official and stamped, issued directly by Vodafone Cash. This is the maximum and only official document available from the payment provider.

This statement fully matches the exact format confirmed and provided by Vodafone Cash direct support, and no additional stamps, marks, or customized formats can be issued upon request.

The casino itself has already acknowledged that the deposit amounts and dates are clear and correct. Therefore, the existence of the deposits is not in dispute.

The requested video recording from the wallet application cannot be provided, simply because the transaction does not appear in the Vodafone Cash app due to a confirmed technical issue.

This issue has been explicitly confirmed by both:

Vodafone Cash branch staff

Vodafone Cash customer support

This situation is completely outside the player’s control, and it is unreasonable to request a video of a transaction that is not visible in the application.

Given the above, insisting on a video that cannot technically exist constitutes unnecessary delay and does not contribute to resolving the case. The official stamped account statement should be considered sufficient and final evidence.

At this point, I request that:

The casino accept the official stamped statement already provided

The case be resolved without any further repetitive or unrealistic requests

I will now wait only for a message confirming the resolution of this issue.

I do not wish to receive any further messages containing new or redundant evidence requests, as this situation has caused significant stress and exhaustion.

Finally, I would like to note that I am a high-value player who previously made large deposits, and I have completely stopped depositing due to this unresolved issue.

The way this case has been handled has seriously damaged my trust in the casino and raises concerns about its reliability.

I expect this matter to be resolved immediately and fairly.

Dear Yo.M,

Thank you for your message.

We would like to inform you that the case is still under investigation by our payment department in cooperation with the payment agent. At this stage, the review has not yet been completed, as additional verification is being carried out on the provider’s side.

Please note that once the payment department receives a final response from the payment agent, you will be informed directly via email. We kindly ask you to wait for the official update, as this process depends not only on our internal checks but also on feedback from the payment provider.

We appreciate your patience and understanding while the investigation is ongoing.

Kind regards,

1xBet Team

Dear Yo.M,

Thank you for your message and for the information you have already provided.

We would like to clarify that, unfortunately, our payment provider has also shared materials indicating that the disputed transaction was not successfully completed to our side. Due to this discrepancy between the information provided by your payment system and the data received from our payment partner, additional verification is required to proceed with the investigation.

For this reason, we kindly ask you once again to provide a video recording from your wallet application showing your account number and the full transaction history for the relevant period. This will help confirm the actual execution of the payment and allow us to continue the investigation with more indirect but objective supporting evidence from your side.

We understand that this may be inconvenient; however, given the conflicting information, such additional confirmation is necessary in order to reach a fair and final resolution.

We appreciate your cooperation and look forward to your response so we can move forward with the case.

Kind regards,

1xBet Team

Dear Yo.M,

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