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id 1367112271

i mad a withdraw with 600.19 eur at 7/3/2026 and i submit a conplain to support that i recueved 10.17 eur at my tevau card and i always every day check support to respond no respond

my payment query number №13958537

i want the remaining amount to credit at my 1xbet account 590.02 eur

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your €600.19 winnings? Were they slots, live casino games, or sports betting?
• Could you please clarify the €10.17 transaction that was refunded to you—was this the original deposit you made before winning the €600.19?
• Have you contacted casino customer support to inquire about the status of your €600.19 withdrawal request? If so, what response did they provide?
• Have you completed the full KYC verification at this casino, or at least submitted identity documents for account verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

i play blackjack at evolution

10.17 eur is sent to my card and refund is bank considered any deposit to my card as a refund

i contact 1xbet many times and i opened a ticket at support from 7/3/2026 for about 3 monrhs and nothing happened

yes i submit my id ,my account was need documentation and i submit all documents and the account works properly and last photo as a proof i will send you photos of proof of all things

Thank you for your response.

Please could you send me your bank statements in PDF format covering the period from March up to today to veronika.f@casino.guru?

Before we contact the casino, we need to review your bank statements to verify whether the payment has been received or not.

Thank you in advance for your cooperation.

Dear omar111,

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.

i sent to your email screen video with transaction in banking app

Thank you for your response.

Unfortunately, I have only received one email from you so far, which was sent on 4 June, and it does not contain any PDF files or videos.

Could you please specify when exactly you sent the other email and from which email address it was sent? This will help me locate it and review the missing files.

Thank you for your cooperation.

i have sent to your email video from banking app show all transaction from march untill now that i recieve 10.17 eur not 600.19

my banking app didnt support pdf statement i conta t them and they told me all transactions at app

Dear omar111

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,

Veronika

Hello omar111,

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.

We have accepted your case for review and forwarded the details to the responsible department for investigation.

At the moment, your account is being checked, including the withdrawal issue and the changes to your available balance. Please allow the responsible team some time to complete the review.

As soon as we receive an update or the results of the investigation, we will inform you immediately.

We kindly ask for your patience while the review is in progress.

Best regards,

1xBet Team

Hello,

Thank you for your message.

After checking the available information, we found that chat history older than one month is no longer stored.

For this reason, we are unable to locate the communication you mentioned with the Arabic Support Team.

We also could not find any payment query created regarding this issue. In order for us to investigate your case properly, we kindly ask you to create a Payment Query in your personal account via the "Payment Queries" section and provide us with the ticket number.

Once you share the payment query number, we will be able to identify your case and forward it to the relevant department for review.

If you experience any difficulties creating a payment query, please contact our Arabic Support Team by email at info-ar@1xbet-team.com, and they will assist you with submitting your request.

We look forward to receiving your payment query number so we can continue investigating your case.

Best regards,

1xBet Team

Dear omar111,

I kindly request that you follow the casino's instructions and create a new Payment Query as they have requested. This will assist them in identifying the issue within their system. Please let me know once this has been completed so that we can ensure we have the most current information on the case. Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear omar111,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia