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.