I know that it is not easy, but technical issues can happen, actually. 🤷♀️
It is very important to inform players about it, and the casino has to do everything possible to fix it, of course.
So, hopefully they will do so soon. 🤞
Now i am using 4 online casinos.
But there are no casino having a problem like this with $500.
It is not a $50,000 withdrawal query!!
1xbet are boasting themselves, We are the major site of Gambling!!
In The casinos like Sportpesa, Sportybet, I can make a big money withdrawal in every minute
and there were no problems NEVER!!
I am sure that "1xbet is not a Major site". They don't deserve call like this.
Hello,
I'd say that your experiences are the best inspiration for the whole community. I mean, the most important qualities for the players may be very different from how the casino view itself. 😀
Do not hesitate to complain when you feel like you could use some help or that things are not going well.
Both Romi and I are here to support you during this situation.
Thank you for your concern and sincere advice.
What I ask of you is that, as soon as the waiting period set by Guru Casino is over, you will work with me to resolve this issue.
I have complete confidence in all the staff
at Guru Casino. Please help me, a weak person like me, fight against the power of this massive online casino and get my money back.
They're cliche to the end. They lie to the end. They insist it's not their fault to the end. They're not ashamed of having such a stupid withdrawal system.
This is exactly what I’m dealing with at 1xBet. I asked them to exclude me back in May, but they kept my account open and took over CAD $74,000 in deposits. Later they admitted gambling harm was involved — but instead of offering ADR or repayment, they closed my case and now just copy-paste the same responses.
No accountability, no independent review, just delay and avoidance. If they can ignore their own policies and still refuse ADR, then players’ money and wellbeing are never protected. It’s so important for mediators like Casino Guru to hold them accountable.
Thank you for your concern and sincere advice.
What I ask of you is that, as soon as the waiting period set by Guru Casino is over, you will work with me to resolve this issue.
I have complete confidence in all the staff
at Guru Casino. Please help me, a weak person like me, fight against the power of this massive online casino and get my money back.
Don't worry, the complaint feature was designed just for this purpose. Through careful examination of all associated events and close cooperation, the mediators are trying to find the best solution to every situation both the players and casinos may face.
I know that a lot of stress is involved when interacting with the casino thus far. Try to take a break, and reach out if you need to talk. Ok?
This is exactly what I’m dealing with at 1xBet. I asked them to exclude me back in May, but they kept my account open and took over CAD $74,000 in deposits. Later they admitted gambling harm was involved — but instead of offering ADR or repayment, they closed my case and now just copy-paste the same responses.
No accountability, no independent review, just delay and avoidance. If they can ignore their own policies and still refuse ADR, then players’ money and wellbeing are never protected. It’s so important for mediators like Casino Guru to hold them accountable.
Hello, sounds like another quite wild experience. Hope you are doing well after such a situation.
If there is anything you would like to add or perhaps share a few tips with the players, you are very welcome to do so.
Today is the promised withdrawal payment date. Even though today is the last day, they still say this.
Even today, the 15th day since my withdrawal request, they say, "We can't promise a date. Just wait quietly."
This is clearly abnormal, arrogant, haughty, and authoritarian.
1xBet is a casino I never want to look at again.
I understand it feels so unfair. Well, hang in there; the complaint is still in process, and once it gets closed, you may say farewell to that site, if you wish.
Waiting is the most difficult part, if you ask me; however, I find it unfriendly to say "wait patiently, we do not know the exact date." This is so frustrating...
Thank you for your response. To clarify my situation with 1xBet:
On May 23, 2025, I submitted a self-exclusion request after experiencing gambling harm.
Despite this, my account remained open and I deposited over CAD $74,000 between May 23 and June 25.
On multiple occasions, I reminded 1xBet of my exclusion request and the gambling harm involved. Instead of closing the account promptly, they continued to accept deposits.
Later, they acknowledged that gambling harm was a factor. Yet, instead of offering ADR (Alternative Dispute Resolution) or a proper independent review, they closed my case internally and continue to send copy-paste responses.
According to their own published dispute resolution policy, customers should be entitled to escalate to an independent ADR body when the internal complaint process is unsatisfactory. That has not been offered to me.
At this point, my case has been marked "closed" by 1xBet without repayment or ADR, leaving me with no meaningful resolution.
I am respectfully asking Casino Guru to assist in holding 1xBet accountable to their obligations by ensuring this case is reopened and referred to independent ADR for proper review. Without this, there is no accountability for players who raise responsible gambling issues in good faith.
I would greatly appreciate Casino Guru’s direct involvement here, as I feel stuck without your support.
Dear Radka, i have a question. Now my complaint is processing i believe. But why my replies are all pending in my complaint? There is nothing harmful or weird thing. Would you please check it?
Hello,
I’m reaching out not to discuss the outcome of my complaint, but to raise a serious procedural concern.
1xBet closed my case without offering access to an independent ADR body, despite this being a clear requirement under their own published dispute resolution policy. This isn’t just about my individual situation — it’s about ensuring that operators follow fair process and customers are not denied their right to escalation.
I respect Casino.Guru’s work in mediation, but this aspect goes beyond mediation. It speaks to accountability, transparency, and whether operators can ignore ADR obligations with no consequence.
Could someone please clarify why this matter has not been revisited or escalated? It’s critical for player trust that 1xBet is held to the same procedural standard as all other casinos.
Dear Radka, i have a question. Now my complaint is processing i believe. But why my replies are all pending in my complaint? There is nothing harmful or weird thing. Would you please check it?
Hello, you can see the explanation in the complaint thread. Those replies are not pending; they are just not publicly visible yet because the mediator has not approved them. It is a safety measure to ensure no private information will be publicly visible.:
Does this mean the expert is reading all my posts? I asked because I was worried he might miss them. Thanks for the heads-up. By the way, I'm worried I won't get my money. They keep telling me to wait again today, for no reason.
Hello,
I’m reaching out not to discuss the outcome of my complaint, but to raise a serious procedural concern.
1xBet closed my case without offering access to an independent ADR body, despite this being a clear requirement under their own published dispute resolution policy. This isn’t just about my individual situation — it’s about ensuring that operators follow fair process and customers are not denied their right to escalation.
I respect Casino.Guru’s work in mediation, but this aspect goes beyond mediation. It speaks to accountability, transparency, and whether operators can ignore ADR obligations with no consequence.
Could someone please clarify why this matter has not been revisited or escalated? It’s critical for player trust that 1xBet is held to the same procedural standard as all other casinos.
Hello,
I'm not familiar with the complaint itself. To ensure the player understands the outcome, each complaint ends with the final resume.
That's the official complaint ending provided by the complaint mediator.
I guess your second attempt to complain about an already closed complaint was therefore rejected immediately. The last one was closed as follows:
"After reviewing the information you provided, there is not enough evidence for us to conclude that the casino should have protected you before July 24th. The evidence you provided of the communication between you and the casino doesn't make you eligible for a refund, since you didn't clearly communicate suffering from any gambling problems to the casino beforehand, nor did you provide evidence of the contrary."
https://casino.guru/complaints/1xbet-casino-player-s-requests-for-self-exclusion
In this case, you requested a refund, but we are unable to support your request to the casino.
I understand it is sometimes hard to accept a different approach. Yet when you mentioned procedural standards, I would like to say there are no such standards yet. That's why each self-exclusion failure situation is mainly bound to the specific casino rules and associated players' and casinos' actions.
You may learn more about our quest to set up real standards:https://casino.guru/global-self-exclusion-initiative#top-panel
Does this mean the expert is reading all my posts? I asked because I was worried he might miss them. Thanks for the heads-up. By the way, I'm worried I won't get my money. They keep telling me to wait again today, for no reason.
Of course the mediator reads every post you posted in your complaint thread. That's basically the difference between the complaint thread and the forum thread.
Once the mediator proceeds with the next step, you will be notified again. I know the waiting is frustrating, but try not to stress yourself too much. When they say you should wait, you should. It would be different if they told you you won't be paid ever, right? 🙂
Make the best of Sunday, instead.
Hello,
Your response is deeply concerning and demonstrates a complete misunderstanding of the nature of my complaint. This was never about refunding gambling losses. My complaint concerns 1xBet’s unlawful acceptance of deposits after a self-exclusion request, its failure to provide ADR access, and its refusal to disclose its licensing authority when asked directly.
Your mediator’s statement that "there are no procedural standards yet" is factually incorrect. Responsible gambling and dispute resolution standards exist across all major jurisdictions, including Curaçao and Anjouan, and require operators to act on exclusion requests and to provide ADR access to players. Suggesting otherwise undermines the very purpose of your mediation platform.
Furthermore, 1xBet’s refusal to disclose its licensing authority is a clear breach of transparency and accountability. Any legitimate operator must identify its regulator to customers. That refusal alone is evidence of non-compliance and deserves regulatory scrutiny.
Given Casino.Guru’s failure to address these violations, I am now submitting this complaint directly to the Curaçao Gaming Control Board, and if necessary, to the Anjouan Gaming Authority. Both bodies have jurisdiction over 1xBet’s operating entities and will receive full documentation, including my correspondence with Casino.Guru, as part of the record.
Your platform presents itself as an independent and credible mediator, yet your handling of this case reflects neither independence nor an understanding of regulatory obligations. This situation will also be cited in my regulatory submission as evidence that players who seek mediation through your platform are not receiving fair or accurate consideration.
Please confirm that my response and attached complaint history will be included in the record of my case.
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Una plataforma creada para mostrar el trabajo que llevamos a cabo para hacer realidad una industria del juego online más transparente y segura.
Un proyecto ambicioso cuyo objetivo es celebrar el trabajo de las empresas más responsables del mundo del iGaming y ofrecerles el reconocimiento que merecen.
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