1xBet Casino - Se han denegado las ganancias por ascenso del jugador.

I am filing a complaint against 1xBet regarding an unfair and misleading promotion result.

I participated in the Winfinity Series promotion and was clearly shown Rank 100 on the leaderboard, which falls within the top 150 reward positions. I have screenshot proof of this ranking.

After the promotion ended, I was told to wait 72 hours for the reward. However, even after waiting more than 72 hours, my reward was not credited.

Later, the support team claimed that there was a "technical synchronization error" and that my actual rank was outside the top 150. They did not provide any valid proof of this claim.

Additionally, the compensation provided (promo code) is misleading and practically unusable, as it requires unrealistic wagering conditions and does not work properly.

This situation is unfair and misleading, as I relied on the ranking shown in the system. I have full evidence, including screenshots and chat records.

I request Casino Guru to investigate this case and help ensure a fair resolution.

Username: Venom_123

Ticket ID: TPQ-24865

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.

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.

• Could you please forward me the communication between you and the casino’s customer support regarding the discrepancy in your rank to veronika.f@casino.guru?
• What types of games did you play to improve your rank during the promotion?
• Could you kindly send me the exact link to the promotion you participated in, including the final leaderboard if it is publicly available?
• Have you passed the full KYC verification at this casino?
• Could you also provide the exact link to the casino you use to log into your account?

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

Hello,

Thank you for your response.

I have already contacted the casino support multiple times. They initially told me to wait 72 hours for the reward. After waiting more than 10+ days, they claimed there was a "technical error" and said my rank was outside the top 150, which is incorrect. I have screenshot proof showing my rank was 100.

I played slot games during the Winfinity Series promotion to improve my rank.

Unfortunately, I do not have the direct link to the promotion anymore, but it was clearly showing leaderboard rankings, and I have a screenshot of my position (Rank 100).

Yes, my account is fully verified (KYC completed).

I am using the official 1xBet website to log in.

I can provide screenshots as proof of my rank and communication with support. Please let me know where I can upload or send them.

This situation is unfair as I qualified for the reward but did not receive it even after waiting for many days.

Thank you for your help.

Thank you for your reply and for your email. However, I have not yet received your communication with the casino's customer support. Please forward me all the screenshots or chat transcripts regarding your rank in the promotion.

Also, please send me the link to the casino directly here to the thread, so that we can assign it to the correct website.

Dear Shery,

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.

Hello Guru Team,

I am still waiting for my 1xBet reward. It has already been a long time almost 27 days and I have provided all required details. Please do not close or reject my complaint, as my issue has not been resolved yet.

I kindly request you to process my pending reward as soon as possible and provide me with a proper update regarding the delay.

Thank you.

Thank you for your response.

I have not yet received any chat transcripts, screenshots, or email correspondence between you and the casino customer support regarding your reward.

Also, please make sure to contact me from the same email address you used for the Casino.Guru website, so that your messages can be properly identified and processed.

Thank you for your cooperation.

Dear Shery,

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,
Veronika
Casino.Guru