1xBet Casino - El jugador cree que el reintegro se ha retrasado.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Asqar88,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Asqar88,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, Karla. No, the 30,000 rubles have not yet arrived on my card. It's been 14 days. In the 1xBet app, my payment request #17099113 is still listed as "In Progress," and they haven't responded to my request. I've already provided them with all my bank statements confirming the funds haven't arrived. Please help me figure this out.

Здравствуйте, Карла. Нет, деньги в размере 30 000 рублей на мою карту так и не поступили. Прошло уже 14 дней. В самом приложении 1xBet мое платежное обращение №17099113 до сих пор находится в статусе "В работе", и никакого решения от них нет. Я уже предоставил им все банковские выписки, подтверждающие, что денег нет. Пожалуйста, помогите разобраться.

Dear Asqar88, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hello, Carla. Thank you for your help. Here are my precise answers to your questions:

1. Yes, I have had successful withdrawals from this account before.

2. Yes, I have successfully completed KYC verification by providing my passport. My profile has been confirmed.

3. The winnings were received without any active bonuses. I deposited my own funds, played with them, and won.

4. I mainly bet on sports and also occasionally played slots at the casino.

5. I contacted the casino's support team about the delay, but they responded very briefly. Unfortunately, due to my phone being wiped, I didn't save any screenshots of that conversation.

I hope for your help in resolving this problem as soon as possible.

Thank you!

Здравствуйте, Карла. Спасибо за помощь. Вот мои точные ответы на ваши вопросы:

1. Да, раньше у меня уже были успешные снятия средств с этого аккаунта.

2. Да, я успешно прошёл верификацию KYC, предоставив паспорт. Мой профиль подтверждён.

3. Выигрыш был получен без активных бонусов. Я вносил личные средства (депозит), играл на них и выиграл.

4. В основном я делал ставки на спорт, а также иногда играл в слоты в казино.

5. Я писал в техподдержку казино по поводу задержки, но они ответили мне очень кратко. К сожалению, из-за очистки телефона скриншоты этого разговора не сохранились.

Надеюсь на вашу помощь в скорейшем решении этой проблемы.

Спасибо!

Hello, Carla. Thank you for your help. Here are my precise answers to your questions:

1. Yes, I have had successful withdrawals from this account before.

2. Yes, I have successfully completed KYC verification by providing my passport. My profile has been confirmed.

3. The winnings were received without any active bonuses. I deposited my own funds, played with them, and won.

4. I mainly bet on sports and also occasionally played slots at the casino.

5. I contacted the casino's support team about the delay, but they responded very briefly. Unfortunately, due to my phone being wiped, I didn't save any screenshots of that conversation.

I hope you can help resolve this issue as soon as possible. Thank you!

Здравствуйте, Карла. Спасибо за помощь. Вот мои точные ответы на ваши вопросы:

1. Да, раньше у меня уже были успешные снятия средств с этого аккаунта.

2. Да, я успешно прошёл верификацию KYC, предоставив паспорт. Мой профиль подтверждён.

3. Выигрыш был получен без активных бонусов. Я вносил личные средства (депозит), играл на них и выиграл.

4. В основном я делал ставки на спорт, а также иногда играл в слоты в казино.

5. Я писал в техподдержку казино по поводу задержки, но они ответили мне очень кратко. К сожалению, из-за очистки телефона скриншоты этого разговора не сохранились.

Надеюсь на вашу помощь в скорейшем решении этой проблемы. Спасибо!

Dear Asqar88,

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, Lucia, (lucia.s@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,

Karla Mayfly

Hello Asqar88,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1xBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello,

Thank you for providing the requested information.

Your complaint has been accepted and forwarded to the relevant department for review. We are currently investigating the issue with your withdraw and working on resolving it.

Please allow some time for the verification process. As soon as we receive an update regarding your transaction, we will inform you immediately.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Hello,

Thank you for your message and for your patience throughout this process.

Please note that your case is still under review by the relevant department. The investigation regarding your withdrawal request remains ongoing, and the specialists are continuing to verify all information related to the transaction.

At the moment, there are no final results available yet. However, we would like to assure both the player and Casino Guru that the case remains active and is being worked on. It has not been closed or forgotten.

As soon as we receive the outcome of the investigation or any new information regarding your withdrawal, we will immediately provide an update in this complaint.

We appreciate your patience and cooperation while the review is being completed.

Best regards,

1xBet Team

Hello, dear mediator and the Casino Guru team.

Today I received another response from 1xBet, a screenshot of which I'm attaching to this message. As you can see, the casino officially addressed both me and you (Casino Guru), stating that "the investigation is still ongoing."

A month has passed since May 21st, when I withdrew my 30,000 rubles. I haven't contacted them in all these weeks, haven't pressured them, and have simply waited. This response is an obvious and deliberate attempt by the casino to stall for time and shirk its responsibility to your platform. A routine transaction review can't take an entire month without any progress.

I kindly ask Casino Guru not to extend the timers for further idle waiting. Please demand that 1xBet representatives provide specific facts and evidence of the exact reason for the delay, or oblige them to pay my 30,000 rubles. I'm completely exhausted; this situation has been going on for far too long.

for a long time.

Здравствуйте, уважаемый медиатор и команда Casino Guru.

Сегодня я получил очередной ответ от 1xBet, скриншот которого прикрепляю к этому сообщению. Как вы можете видеть, казино официально обращается и ко мне, и к вам (Casino Guru), заявляя, что «расследование всё еще продолжается».

Прошел уже месяц с 21 мая, когда я поставил на вывод свои 30 000 рублей. Все эти недели я не писал им, не оказывал давления и просто ждал. Данный ответ — это очевидная и преднамеренная попытка казино в очередной раз затянуть время и уйти от ответственности перед вашей платформой. Обычная проверка транзакции не может длиться целый месяц без каких-либо промежуточных результатов.

Убедительно прошу Casino Guru не продлевать больше таймеры на пустые ожидания. Пожалуйста, потребуйте от представителей 1xBet предоставить конкретные факты и доказательства того, в чем именно заключается задержка, либо обязать их выплатить мои 30 000 рублей. Моё терпение полностью исчерпано, эта ситуация длится слишком

долго.

Dear Asqar88,

I understand that waiting for updates and responses during the complaint process can be frustrating, especially when the matter involves delayed payments or unresolved account issues.

I would like to clarify that the timers displayed on the Casino Guru complaint page are not intended to force casinos to take action or to guarantee that payments will be processed within a specific timeframe. Their purpose is to keep the complaint process fair and organized for all involved parties by ensuring that both the player and the casino are given the same amount of time to respond to inquiries and provide relevant information.

Since Casino Guru is neither a legal authority nor a gambling regulator, we do not have the power to force casinos to make payments or take specific actions. Our role is to act as an independent mediator, help maintain communication between both sides, and keep the process moving forward so that the case does not become stagnant.

The timers mainly serve as a transparent framework that helps structure the communication process, ensures fairness, and allows both parties reasonable time to react and address any outstanding issues that may need clarification or resolution.

Please also understand that if we significantly shorten the response timers for the casino, this could ultimately force us to close the complaint as unresolved due to lack of communication from the casino’s side. In some cases, this may reduce the chances of reaching a successful resolution and could potentially affect the possibility of you receiving your funds.

I understand that the waiting periods may feel lengthy at times, but please keep in mind that these timelines are designed to maintain a fair resolution process for everyone involved.

Thank you for your patience and understanding.

Here is the official screenshot from my 1xBet account. As you can see, my payment appeal for 30,000 RUB has been stuck 'In progress' (В работе) since May 21, 2026. It has been over a month, and they are still delaying it."

Hello,

Thank you for your message.

Please note that your case is still under review. At the moment, we are still awaiting the final response from the payment system regarding your transaction.

Unfortunately, until we receive the necessary confirmation from the payment provider, we are unable to complete the investigation or provide a final resolution.

Please be assured that your case remains active and has not been forgotten. As soon as we receive an official response from the payment system, we will immediately inform you of the outcome.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Dear 1xBet Casino Team,

I would appreciate it if you could provide an update regarding the current status of this case. Are there any new developments that you could share?

Hello,

Thank you for your message.

At the moment, we are still awaiting the final response from the payment system regarding your transaction. Unfortunately, the investigation cannot be completed until we receive the necessary confirmation from the payment provider.

Please be assured that we are doing everything possible from our side to help move the process forward. However, even we are unable to accelerate the payment system's internal review.

Your case remains active and has not been forgotten. As soon as we receive any update or the final response from the payment system, we will inform both you and the Casino Guru team immediately.

Thank you for your patience and understanding.

Best regards,

1xBet Team

Hello. It's been almost two months since the withdrawal was processed (May 21, 2026). I provided you with all the necessary documents and statements long ago. Now the casino is artificially delaying the process again, adding another 7-day wait. This is completely unacceptable. Waiting two months for a response from the payment system is unacceptable. Please, Casino Guru team, take action and help expedite this process. I demand my 30,000 rubles be paid back.

Здравствуйте. Прошло уже почти два месяца с момента оформления вывода (21.05.2026). Все необходимые документы и выписки я предоставил вам в полном объёме очень давно. Сейчас казино снова искусственно затягивает процесс и добавляет ещё 7 дней ожидания. Это абсолютно неприемлемо. Ожидание ответа от платёжной системы в течение двух месяцев — это ненормально. Пожалуйста, команда Casino Guru, примите меры и помогите ускорить этот процесс. Я требую выплаты моих 30 000 рублей.

Dear Asqar88,

I completely understand your frustration, especially given that the withdrawal was processed in May, and that you have already provided all the requested documents. Waiting for nearly two months without a clear resolution is understandably very upsetting.

Please note that Casino Guru is neither a legal authority nor a gambling regulator, so we do not have the power to force the casino to make a payment or complete its investigation within a specific timeframe. Our role is to assist with the complaint, facilitate communication between you and the casino, and encourage both parties to work toward a fair resolution.

Unfortunately, the only available course of action at the moment is to allow the casino the additional time requested to complete their investigation. We understand that another seven-day delay is disappointing, and we will continue to follow up and request updates on your behalf.

Thank you for your patience and understanding. We sincerely hope the matter will be resolved as soon as possible.

Hello,

Thank you for your message.

We would like to inform you that we have contacted the payment provider once again and requested that they expedite the review of your case.

Unfortunately, we have been informed that, at this stage, we still need to wait for their final decision and official response before the investigation can be completed.

Please be assured that we are closely monitoring your case and will do everything possible from our side to help move the process forward. As soon as we receive any new information or the final response from the payment provider, we will inform both you and the Casino Guru team immediately.

We sincerely appreciate your patience and understanding.

Best regards,

1xBet Team

Dear 1xBet Casino Team,

Please keep us informed as soon as you receive any further information or the final response from the payment provider.

1xBet representatives are telling me that I allegedly "violated the rules," and therefore the payment provider only paid out 8,330 rubles, while the remaining 21,670 rubles will not be paid. I categorically disagree with this. I have not violated any rules, and my account is fully verified. I request that the Casino Guru team request official proof of my "violation" and the payment provider's logs from 1xBet. This is a clear attempt to withhold my honestly won funds.

Представители 1xBet заявляют мне, что я якобы «нарушил правила», и поэтому платежный провайдер выплатил только 8330 рублей, а оставшиеся 21 670 рублей выплачены не будут. Я категорически не согласен с этим. Никаких правил я не нарушал, аккаунт полностью верифицирован. Прошу команду Casino Guru запросить у 1xBet официальные доказательства моего «нарушения» и логи платежного провайдера. Это явная попытка удержать мои честно выигранные средства.

Hello,

Thank you for your message.

At the moment, we are consulting with the Payment Department regarding your case and are awaiting their final response.

We kindly ask you to please wait until the investigation is completed. As soon as we receive the information from the responsible specialists, we will immediately inform you of the outcome through the official support channels.

Thank you for your patience and understanding.

Best regards,

1xBet Team

21,670 didn't show up, 1 xbet scammed them.

Не пришли 21670 обманули 1 хбет

Hello Asqar88,

We would like to update you that due to Lucia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Lucia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Lucia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 1xBet Casino Team,

Could you please clarify the situation regarding this case?

Specifically, we would appreciate it if you could explain which casino rules or Terms and Conditions the player has allegedly violated.

We would also kindly ask you to provide any supporting documents or evidence that confirm your allegations, together with a clear explanation of why the amount of 21,670 RUB was not paid to the player and whether these funds were confiscated.

This information will help us assess the situation properly and determine whether the casino’s actions were justified. At the current stage, we have received very limited information from your side, which makes it difficult for us to evaluate the case fairly.

You may send any relevant documents, evidence, or additional information directly to me at lucia.s@casino.guru.

Thank you in advance for your cooperation.

Hello,

Thank you for your reply.

We are currently checking the information with the responsible department regarding your case. Please allow us some time to complete the review.

As soon as we receive an update or clarification regarding the status of your balance and the next steps, we will inform you.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Dear 1xBet Team,

Thank you for your response.

Unfortunately, this is now the sixth time we have been informed that the matter is being "checked with the responsible department" and that further information will be provided at a later stage.

At this point, we must stress that repeating the same general response without providing any substantive information is becoming increasingly concerning. Despite the considerable amount of time that has passed, we have still not received a clear explanation of what the actual issue with the Asqar88’s account is, whether the player is alleged to have breached any specific casino rule, or what evidence supports any such allegation.

Meanwhile, the player’s funds remain unavailable, with no clear explanation as to their current status. Given the continued absence of concrete information, it is difficult not to find the handling of this matter highly unusual and concerning.

We therefore ask that this case now be treated with the urgency it requires. Please provide a substantive response addressing the following:

• What exactly is the issue currently affecting the player’s account and balance?
• Has the player been found to have breached any specific term or casino rule? If so, please identify the exact provision and explain the alleged breach.
• What evidence or account activity supports this conclusion?
• What is the current status of the player’s funds? Have they been withheld, confiscated, or otherwise restricted?
• When can we expect a final decision and resolution of this case?

After six responses stating that the matter is still under review, simply advising us once again to wait for an unspecified update is no longer sufficient.

We would appreciate a concrete and transparent response from the responsible department as soon as possible.

Hello, Lucia. I'd like to clarify a situation. On May 21, 2026, I placed a withdrawal request for 30,000 rubles. The money didn't arrive on my card, but I accidentally clicked the "Received" button in the app (confirming receipt). Due to this technical error, 1xBet accused me of breaking the terms. Two months later, they only refunded me 8,330 rubles, and annulled the remaining 21,670 rubles of my winnings, stating they wouldn't pay them out. I maintain that I committed no fraud; it was an accidental interface error. I ask for your help in returning the remaining money I won fairly, as the bank didn't register the receipt of the 30,000 rubles.

Здравствуйте, Люсия. Я хочу прояснить ситуацию. 21.05.2026 я поставил на вывод 30 000 рублей. Деньги на карту не пришли, но я случайно нажал в приложении кнопку «Поступил» (подтверждение получения). Из-за этой технической ошибки 1xBet обвинил меня в нарушении правил. Через 2 месяца они вернули мне только 8 330 рублей, а оставшиеся 21 670 рублей выигрыша аннулировали, заявив, что выплачивать их не будут. Я утверждаю, что не совершал никакого мошенничества, это была случайная ошибка интерфейса. Прошу помочь мне вернуть оставшиеся честно выигранные деньги, так как банк не зафиксировал поступления тех 30 000 рублей.

Hello,

Thank you for your patience.

We have now received a response from the payment system regarding your case.

According to the payment provider, the payment rules were not followed. Due to the specifics of this payment method, the customer must independently confirm the receipt of each payment. In this case, the withdrawal was confirmed as received, even though the funds had not actually been credited to the bank account.

Because the transaction was already technically confirmed by the user as received, unfortunately, it was no longer possible to recover the full amount. However, the payment system was able to credit part of the amount to your account. The relevant recommendations and instructions have also been provided to you in your payment ticket.

Unfortunately, due to the technical status of the transaction after it was confirmed as received, the remaining amount could not be recovered.

We understand that this situation is disappointing and apologize for the inconvenience. Please follow the recommendations provided in the payment ticket to avoid similar situations in the future.

Best regards,

1xBet Team

Dear Lucia, I categorically disagree with 1xBet's response. Accidentally clicking the "Received" button is simply an interface error and cannot be legally grounds for confiscating my 21,670 rubles.

Since the bank confirms that the full amount of 30,000 rubles never arrived (I provided a statement earlier), this means the money physically remained within the 1xBet payment system or with their P2P merchant. The casino's claim that the funds "cannot be returned due to technical issues" is an attempt to appropriate my honestly won money. A player's technical error does not cancel the casino's financial obligations.

I ask Casino Guru not to close the complaint and demand that 1xBet return the remaining balance, as I have fully proven the fact that I did not receive the money.

Уважаемая Люсия, я категорически не согласен с ответом 1xBet. Случайное нажатие кнопки «Поступил» — это лишь ошибка интерфейса, которая не может быть законным основанием для конфискации моих 21 670 рублей. 

Поскольку банк подтверждает, что полная сумма в 30 000 рублей мне никогда не поступала (выписку я предоставлял ранее), это означает, что деньги физически остались внутри платежной системы 1xBet или у их P2P-мерчанта. Заявление казино о том, что средства «не подлежат возврату из-за технических проблем» — это попытка присвоить мои честно выигранные деньги. Техническая ошибка игрока не аннулирует финансовые обязательства казино.

Прошу Casino Guru не закрывать жалобу и потребовать от 1xBet вернуть оставшуюся часть моего баланса, так как факт неполучения денег мной полностью доказан.

Dear 1xBet Casino Team,

Thank you for the update and for explaining the situation.

Before we consider the case fully reviewed, I would like to make sure that we have exhausted all reasonable possibilities to recover the remaining amount.

Could you please clarify the following:

• Which payment method/provider was used for this withdrawal?
• What was the original withdrawal amount, how much was successfully recovered, and how much remains unrecovered?
• Could you please explain how the partial amount was recovered if the transaction had already been confirmed as received?
• Has the payment provider attempted all available options to recover the remaining funds?
• Is there any possibility, even through an additional escalation or appeal, to recover the remaining amount in full?
• If full recovery is no longer possible, could you please explain specifically why and confirm that all available recovery options have been exhausted?
• If available, could you also provide a statement or confirmation from the payment provider regarding the final status of the transaction and the reason why the remaining amount cannot be recovered? (please sent it to lucia.s@casino.guru)

I understand that the player's accidental confirmation may have significantly affected the possibility of recovering the funds. We would simply like to make sure that every available option has been explored and that there is genuinely no further possibility of recovering the remaining amount before we close the matter.

Thank you for your cooperation.

Dear Lucia, thank you for your detailed inquiry. I want to emphasize that 1xBet is a major company, and a technical error in their app shouldn't result in my losing money. If their third-party payment provider can't refund my money, then 1xBet, as a responsible casino, should pay me my honestly won 21,670 rubles directly from their account as compensation. The money shouldn't simply disappear because of one accidental click. I eagerly await the official proof and documents from the provider you requested.

Уважаемая Люсия, спасибо за детальный запрос. Я хочу подчеркнуть, что 1xBet — это крупная компания, и техническая ошибка в их приложении не должна приводить к потере моих денег. Если их сторонний платежный провайдер не может вернуть деньги, то 1xBet, как ответственное казино, должно выплатить мне мои честно выигранные 21 670 рублей напрямую со своего баланса в качестве компенсации. Деньги не должны просто исчезнуть из-за одного случайного клика. Очень жду их официальных доказательств и документов от провайдера, о которых вы просили.

Hello,

Please let us take some more time for investigation.

We are checking the information and will get back to you soon.

Best regards,

1xBet Team

Hello,

Thank you for your patience while we investigated the situation.

We would like to provide the following clarification regarding your withdrawal:

-The withdrawal was made via a P2P matching method. Unfortunately, we are unable to disclose additional information about the payment provider or partner involved in this process.

-The original withdrawal amount was 30,000 RUB. Following our review and actions taken through the payment system, we were able to recover and return 8,330.84 RUB to your 1xBet account balance.

-We understand your question regarding the partial recovery of funds despite the transaction being confirmed as received. According to the information available to us, the user had confirmed receipt of the withdrawal, and our specialists were only able to recover part of the funds based on the relevant request.

-All available methods and options within our capabilities were used in an attempt to recover the remaining amount.

-Unfortunately, it is no longer possible to recover the remaining funds, even through further escalation.

-We are also unable to provide internal information or statements from the payment provider to third-party resources. However, we confirm that all available measures on our side were taken to return the funds to the player's balance.

We understand that this situation may be disappointing. Nevertheless, we would like to emphasize that our specialists made every available effort to recover the funds and successfully returned 8,330.84 RUB to the player's account balance.

Best regards,

1xBet Team

Dear 1xBet Casino Team,

Thank you for the clarification.

We understand your position, however, at the moment, we only have your written statement confirming that the full withdrawal amount of 30,000 RUB was sent from your side.

To help us assess the case fairly, we would appreciate it if you could provide any available supporting evidence or documentation confirming that the full amount was indeed processed and sent. This could include, for example, a transaction confirmation, payment record, transaction ID, processing log, or any other document showing the amount, date, status, and destination of the withdrawal.

We fully understand that some information may be confidential, so any sensitive details can be redacted.

You may send any supporting documents directly to lucia.s@casino.guru.

Providing supporting documentation would help us verify the circumstances of the withdrawal and review the complaint as objectively and fairly as possible.

Thank you for your cooperation.

I fully support Lucia's position. 1xBet provides no facts other than empty words. The money never arrived on my card, and the bank confirms this. If the casino truly has proof that the entire 30,000 rubles were transferred, they should at least provide a transaction ID or a receipt with the personal information redacted, as Lucia requested. Otherwise, they're simply withholding my honestly won money.

Полностью поддерживаю позицию Люсии. БК 1xBet не предоставляет никаких фактов, кроме пустых слов. На мою карту деньги не поступали, и банк это подтверждает. Если у казино действительно есть доказательства перевода всей суммы в 30 000 рублей, пусть они предоставят хотя бы ID транзакции или чек с замазанными личными данными, как просит Люсия. В противном случае, это просто удержание моих честно выигранных денег.

Dear Lucia, first of all, I would like to express my deep gratitude to you for your honesty, professionalism, and strong support in my case!

I want to openly state that 1xBet is blatantly deceiving us and committing fraud. They simply pocketed my honestly won 21,670 rubles, blaming fictitious "technical problems" with the payment system. My bank officially confirmed that this money never existed. An interface error in the app is no reason to rob a player. If 1xBet refuses to pay my rightful amount, I will not stop there and will file a formal complaint for fraud directly with the regulator and in all international arbitration courts. I will demand justice to the end. Lucia, thank you again for standing up for the truth!

Уважаемая Люсия, прежде всего, хочу выразить вам огромную благодарность за вашу честность, профессионализм и сильную поддержку в моем деле! 

При этом я хочу открыто заявить, что БК 1xBet откровенно обманывает нас и занимается мошенничеством. Они просто присвоили мои честно выигранные 21 670 рублей себе в карман, прикрываясь вымышленными "техническими проблемами" платежной системы. Мой банк официально подтвердил, что этих денег не было. Ошибка интерфейса в приложении — это не повод грабить игрока. Если 1xBet откажется выплатить мою законную сумму, я не остановлюсь на этом и буду подавать официальную жалобу за мошенничество напрямую регулятору и во все международные арбитражи. Я буду требовать справедливости до конца. Люсия, еще раз спасибо, что вы на стороне правды!

Dear Lucia, I am providing you with a screenshot of the transaction history FROM MY 1XBET ACCOUNT, which they are trying to pass off as proof of payment.

Please review carefully: on July 27, 2026, at 12:19 PM, only "Withdrawal Request #4858125863" was recorded for -21,670 RUB. This is an internal debit from the casino itself, NOT a bank receipt confirming the funds have been credited to my card!

1xBet is cynically deceiving you by misrepresenting the fact that money was debited from my gaming account as a cash payment. The money never arrived on my actual bank card, which is fully confirmed by my official bank statement, which I sent you earlier. This is direct evidence of fraud by the casino, aimed at misleading investigators and embezzling my 21,670 rubles. I request that you provide a legal assessment of these actions.

Уважаемая Люсия, я предоставляю вам скриншот истории транзакций ИЗ МОЕГО ЛИЧНОГО КАБИНЕТА 1XBET, который они пытаются выдать за доказательство выплаты. 

Пожалуйста, посмотрите внимательно: 27.07.2026 в 12:19 зафиксирован лишь «Запрос на вывод средств №4858125863» на сумму -21670 RUB. Это внутреннее списание баланса самим казино, а НЕ банковская квитанция о зачислении денег на мою карту!

1xBet цинично обманывает вас, выдавая факт списания денег с моего игрового счета за факт выплаты мне на руки. На мою реальную банковскую карту эти деньги так и не поступили, что полностью подтверждается моей официальной банковской выпиской, которую я отправлял вам ранее. Это прямое доказательство мошенничества со стороны казино с целью ввести следствие в заблуждение и присвоить мои 21 670 рублей. Прошу вас дать правовую оценку этим действиям.

Hello,

We would like to clarify that we do not have a receipt or other confirmation showing that the full amount of 30,000 RUB was successfully received by the player.

The withdrawal was not actually received by the customer. However, the transaction was marked as received by the user in the payment interface, which affected the further processing and recovery of the transaction.

Therefore, the fact that the withdrawal was marked as "Received" does not mean that the funds were actually credited to the player’s bank account.

Best regards,

1xBet Team

Dear 1xBet Team,

Thank you for your clarification.

We understand that the player made a mistake by erroneously confirming in the payment interface that the funds had been received, even though the withdrawal was not actually credited to their bank account.

However, despite this mistake, we believe that responsibility for the funds remains with the casino until the withdrawal has been fully and successfully completed and the entire amount has been credited to the player.

At present, the statements provided by the 1xBet Casino are not supported by sufficient documentation. You have confirmed that the player did not receive the full amount of 30,000 RUB, but no substantial evidence has been provided showing where the funds are currently held, whether they were successfully transferred through the payment provider, or whether recovery of the funds is genuinely no longer possible.

In addition, no meaningful information or documentation has been provided regarding the payment provider involved in this transaction. Without such information, we are unable to independently assess what happened to the missing funds or confirm whether they may still be held by the payment provider.

For this reason, we do not believe that the player's incorrect confirmation of receipt should, by itself, release the casino from responsibility for the missing funds. Since both sides acknowledge that the player did not receive the full 30,000 RUB, we believe the casino should reimburse the player for the entire missing amount.

If you decide not to refund the player, and no further substantial evidence can be provided demonstrating what happened to the funds and why they cannot be recovered, we will have to close the complaint as unresolved due to insufficient evidence.

We kindly ask you to reconsider the matter and provide either a full refund of 30,000 RUB or clear documentary evidence supporting your position.

Dear Lucia, I am incredibly grateful to you personally for your honesty, protection of my rights, and absolutely fair verdict! My gratitude goes exclusively to you and the Casino Guru team.

I'd also like to point out that 1xBet is deliberately stalling for time. They keep sending meaningless, undocumented replies just to extend the timer for another week and delay the payout. Please don't let them endlessly play with time. Since they've already officially acknowledged that I haven't received the money, any further attempts to dispute this are just dragging things out. I sincerely hope they'll immediately pay me my 21,670 rubles, or that the complaint will be finally closed in my favor. Thank you for your firm stand!

Уважаемая Люсия, я безмерно благодарен лично вам за вашу честность, защиту моих прав и абсолютно справедливый вердикт! Моя благодарность адресована исключительно вам и команде Casino Guru. 

При этом я хочу обратить ваше внимание на то, что БК 1xBet сейчас просто намеренно затягивает время. Каждый раз они пишут бессмысленные ответы без документов только для того, чтобы продлить таймер ещё на неделю и оттянуть выплату. Пожалуйста, не позволяйте им бесконечно играть со временем. Поскольку они уже официально признали, что деньги мне не поступали, любые их дальнейшие попытки спорить — это лишь затягивание процесса. Очень надеюсь, что они немедленно выплатят мне мои 21 670 рублей, либо жалоба будет окончательно закрыта в мою пользу. Спасибо вам за вашу твёрдую позицию!

Hello,

We would like to clarify that, due to security and confidentiality requirements, we are not authorized to share internal payment-system records, transaction logs, or other materials from the payment provider's internal software with third parties. Therefore, we have provided all information that can be disclosed in this case.

The player is responsible for following the applicable withdrawal instructions and procedures, which are accepted upon registration and use of our services. In this case, the withdrawal was incorrectly marked as received in the payment interface.

Nevertheless, our payment specialists made every available effort to investigate the situation and recover the funds. As a result, 8,330.84 RUB was successfully recovered and returned to the player's balance. Unfortunately, no further recovery is possible.

Unfortunately, we are unable to provide any additional internal documentation due to the applicable security restrictions. All available measures on our side have already been taken.

Best regards,

1xBet Team

Dear Asqar88 and 1xBet Team,

Thank you both for your cooperation and for providing your respective positions regarding this matter.

After reviewing the information available to us, we have decided to close this complaint as unresolved due to insufficient evidence.

We acknowledge the casino's explanation that the player incorrectly confirmed receipt of the withdrawal in the payment interface and that, following an investigation, 8,330.84 RUB was successfully recovered and returned to the player's balance.

However, the casino has also confirmed that the player did not receive the full withdrawal amount of 30,000 RUB. At the same time, no documentary evidence or sufficiently verifiable information has been provided to demonstrate what happened to the remaining funds, where they ultimately ended up, or why further recovery is no longer possible.

We understand the casino's position that internal payment-system records and payment-provider documentation cannot be disclosed to third parties due to security and confidentiality requirements. Nevertheless, without sufficient supporting evidence, we are unable to independently verify the casino's conclusions regarding the missing funds.

While we acknowledge that the player made an error by confirming receipt of funds that had not actually been credited, we do not consider this fact alone sufficient to establish that responsibility for the missing amount should be transferred entirely to the player, particularly when it is undisputed that the full withdrawal was never received.

As no further evidence can be provided and the remaining amount has not been reimbursed, we are unable to reach a satisfactory resolution through mediation.

Therefore, the complaint will be closed as unresolved due to insufficient evidence, reflecting the fact that the available information does not allow us to verify what happened to the remaining funds or conclude that the matter was appropriately resolved.

Thank you both for your cooperation throughout the complaint process.