1XBET Casino Support and Complaints Thread

Hello Okay6bd0,

Thank you for getting back to us. We are sorry to hear you have not received a reply from the casino. 

Please note that we have followed up with the casino representative in order to get more details regarding your account, and we will reach out to you via this thread as soon as we have more information to share. 

Your patience is highly appreciated. 

Hello Okay6bd0,

Please note that we have reached out to the casino and we are currently waitng for a response. 

We appreciate your patience. 

Hello Rihan Khan, 

Have you had a chance to check our reply above? 

As soon as we receive a response from you with requested details, we will have a clearer picture of the situation you're in and will reach out to the casino representative on the matter.  

Thank you!

Hello Okay6bd0,

We have sent another follow-up to the casino representative regarding your case.

In the meantime, could you please let us know if you have received any updates or responses from the casino?

We will keep you informed as soon as we receive any news from their side.

Hello Rihan Khan,

Any updates? If you would like us to continue assisting you, please send us any recent communication you have had with the casino so we have a complete overview of your case.

Hello njanjam, I would like to inform you that I have not received any response or acknowledgment from 1xBet regarding my issue. They are completely silent despite my attempts to reach them."

Hello! On January 15, 2025, I requested to have my account blocked due to a gambling addiction. Unfortunately, my request was ignored, and I was allowed to continue playing. On January 21, 2025, I made a deposit of 98,700 rubles. Regrettably, the funds were not credited to my account until June 23, 2025 (an act of gross negligence). I withdrew 82,800 rubles. Subsequently, on June 29, 2025, I deposited 77,800 rubles, all of which I lost. The net difference amounts to 93,700 rubles. I request a refund of this amount. I suffer from a gambling addiction, and you ignored my request to block my account.

Hello Okay6bd0,

Thank you for your patience.

We have received confirmation from the casino representative that, since you were registered as one of their agents, you should contact their affiliate support team directly at retail@1xbet-team.com.

As they advised:

"Please ask the user to send an email to the contact details provided above and await a reply."

Since you mentioned that you have already contacted them, we kindly ask you to send another email to the address above. We will also inform the casino representative that you have done so.

Unfortunately, we are unable to assist you further with this complaint because, as previously explained, this is not a standard player dispute. According to the information available, you were registered as a 1xBet agent.

As you also stated in your previous communication with our moderator:

"I was a MobCash Agent for 1xBet. To open my agent account, I personally deposited 146,000 MAD as my business capital."

Although you later converted the account into a personal one in order to withdraw your funds, this matter is still related to your affiliate/agent account rather than a regular player account. The funds in question were not generated through online casino play or sports betting, which is why the casino continues to direct you to their affiliate support team.

Regarding the email address you believe is inactive, we took a closer look and noticed a discrepancy. According to the information provided on Trustpilot, the correct email address is support@partners1xbet.com. However, the email you shared shows that you contacted support@1xbetpartners.com.

We believe this was an honest mistake, but it appears the email was sent to the wrong address. We recommend sending your inquiry again to the correct affiliate support email and awaiting their response.

As this matter falls outside the scope of a standard player complaint, we are unable to provide any further assistance through our complaint system.

Hi syyplay

Thank you for sharing your experience with us.

Please note that the deposit issue you mentioned was previously resolved through our forum. At that time, there was no indication that you had requested self-exclusion. We assisted you with your deposit issue, the matter was resolved, and you continued playing at the casino.

If you did request self-exclusion, based on the information you provided, this would have been approximately a year and a half ago. Since then, you have continued to actively use your casino account, which makes it difficult for us to determine what happened without reviewing additional evidence.

Could you please clarify the following:

• Did you contact the correct email address (block@1xBet-team.com) to request self-exclusion?
• For what period did you request self-exclusion (1 month, 6 months, or 1 year)?
• Please send us all correspondence you have had with the casino regarding your self-exclusion request.

Once we receive this information, we will do our best to contact the casino and request their assistance. However, given the significant amount of time that has passed since your alleged self-exclusion request, we cannot guarantee that the casino will still be able to investigate or reconsider the matter.

Dear lcb Team,

Hello Okay6bd0,

Could you please confirm whether you have sent a new email to the address we previously provided?

As we already mentioned, we recommend sending your inquiry again to the correct affiliate support email and waiting for their response.

As this matter falls outside the scope of a standard player complaint, we are unable to provide any further assistance through our complaint system.

We will inform the casino representative that you have sent the email, but we will not be able to assist you further from our side. This complaint will now be closed, as it does not fall under a player dispute case.

Thank you for your understanding.

check pm please

Hello Rihan Khan,

Since we have not heard back from you, we will consider your case #4413 CLOSED due to inactivity from the submitter.

However, if you still need our assistance, please provide the requested information via private message, and we will reopen your case.

I have sent a new email.

Hi syyplay,

Thank you for sending us an additional email.

Please note that, based on the screenshot you provided, you requested self-exclusion on March 11, 2025, not in January as originally stated in your post.

Could you please clarify this discrepancy and confirm the correct timeline of events?

Also, could you please confirm whether the self-exclusion request was sent from the same email address that is registered on your casino account?

I have sent the screenshot please check.

[Screenshot removed by moderator due to personal information]

Hello Okay6bd0,

Thank you for providing us with the screenshot. We will inform the casino representative that you have sent the email.

We hope you will receive their assistance soon.

I apologize. We are talking about March, not January. The request to block the account was made on March 11, 2025.

Thank you very much... I will wait for your 1xBet Casino answer... If I don't get an answer, I will contact you again.

Dear LCB Team,

Hello Okay6bd0,

As we already mentioned, this matter falls outside the scope of a standard player complaint, we are unable to provide any further assistance through our complaint system.

We have informed the casino representative that you have sent the email, but we will not be able to assist you further from our side. This complaint will now be CLOSED, as it does not fall under a player dispute case.

Thank you for your understanding.

Please help me dear lcb team...I just want an answer from 1xBet....please tell them to answer me

Hello Okay6bd0,

We have informed the casino representative that you have sent the email, but we will not be able to assist you further from our side.

This case is CLOSED, and we are not provied any more assistance!

Hi syyplay,

Thank you for the clarification.

We will contact the casino to find out why your request was not processed and ask them to review your case.

We will keep you updated once we receive a response.

ok, thank you. I will wait 

Hi syyplay,

The casino representative is requesting your user ID. Please provied us via private message so we can forward it to the casino rep.

1 Gaming id-1733272413 2 Trx id Bkash-DGA58DG54J 3 Client :01914188811 4 Agent :01832638281 5 Time :03:26am 6 Date:10/07/26 7 Amount-2000 8 Screen shot+video-

Disputed amount: 2000৳

Casino: 1XBET Casino

Case #: 4481

Fifteen days have passed. I keep getting the same answer from them: "Your request is being processed, and we are awaiting final confirmation of the details. We will notify you of the outcome immediately."

Hello Sufian Khan, 

Welcome to LCB and thank you for sharing your experience with our members. 

Having in mind that the transaction date was on Friday, please note that it's possible that the funds are processed within a time-frame that overlapped with the weekend.

Please allow an additional 24 hours for the transaction to be processed, and get back to us if they are still missing from your account so we can reach out to the casino and request more details regarding the issue. 

Thank you! 

Hi syyplay,

We have sent a follow-up to the casino representative regarding your case, and we will get back to you as soon as we have more information to share. 

Thank you for your patience. 

Hello Sufian Khan, 

Can you please confirm if your funds have been processed, or do you still need any assistance from our side? 

Thank you!

Hi syyplay,

We are still awaiting an update from the casino representative and have sent a follow-up request.

We kindly ask that you keep an eye on this thread and inform us if you hear anything from the casino before we do.

Thank you for your patience and cooperation.

Hello Sufian Khan, 

Since it's been 48 hours and we haven't heard back from the member, we will mark case #4481 as CLOSED due to the submitter's inactivity.

Hi syyplay,

Since we haven't received any further replies from the casino, we will have to mark this case as CLOSED due to the casino's unresponsiveness. 

Thank you for understanding. 

1xBet is withholding my funds after approving my withdrawals

Hello LCB and 1xBet Support,

I am from Argentina and I need assistance with an unresolved payment issue with 1xBet.

My account was verified through the KYC process, and I had approximately 2,900,000 ARS in my balance.

I requested three bank withdrawals, and all three were approved by 1xBet's financial department. However, despite being approved, the withdrawals were kept under review for approximately 12 days.

After those 12 days, 1xBet suddenly cancelled/rejected all three previously approved withdrawals. I was then asked to provide a medical certificate proving that I do not suffer from gambling addiction (ludopathy).

I find this situation very concerning because the withdrawals had already been approved by the financial department, and only after the prolonged review period were they cancelled and this new requirement imposed.

I am asking LCB to help me determine why 1xBet approved my withdrawals and then cancelled them after 12 days, and why my funds are being withheld.

I can provide screenshots of the approved withdrawals, my KYC verification, my balance, and all correspondence with 1xBet if required.

Thank you for your assistance.

Casino: 1xBet Player ID: 1052328631 Registered Email: sabrymahmoud115@gmail.com Disputed Amount: Approximately $45,000 My account has been suspended since August 15, 2026, and my funds have been inaccessible since then. I submitted all requested verification documents on August 16, 2026, including my national ID, passport, selfie, Binance account ownership documents, screenshots/statements, and other information requested by the Security Department. This is not my first verification with 1xBet. I successfully completed the verification process previously in January 2026 and May 2026. Therefore, I do not understand why this verification has become excessively prolonged and why my account has been restricted this time. 1xBet initially stated that the verification could take up to 72 hours. However, more than two weeks have now passed. During the verification process, the Security Department has been asking me additional questions/information approximately every few days. I answer every request immediately, but then I am required to wait another period before receiving the next question or instruction. I have fully cooperated with every request and provided all documents and information requested from me. The latest request was for a selfie with a paper containing the current date and the complaint/reference number, which I submitted as instructed. The latest message I received from the Security Department is: “Your photos are under review. You will get further instructions in your account.” However, I still have no clear information about: The actual status of my verification. Whether all my documents have been received and accepted. Whether anything else is required from me. When the verification will be completed. When my account and funds will become accessible again. I have repeatedly contacted 1xBet Support. However, Support keeps telling me that the matter is exclusively handled by the Security Department, while the Security Department does not provide a clear timeframe or meaningful status update. This has resulted in my account and approximately $45,000 remaining inaccessible for more than two weeks, despite my full cooperation with the verification process. I am not refusing any security or KYC procedure. My complaint is specifically about the excessive delay, repeated requests, lack of transparency, lack of a clear timeframe, and inability to obtain a meaningful answer regarding the status of my account and funds. I am asking LCB to contact 1xBet and request a clear explanation of: Why the verification has taken this long despite all requested information being provided. Whether my documents are complete and accepted. Whether any further documents or information are required. The current status of the Security Department's review. When my account and funds will be released. I can provide screenshots and copies of the correspondence with 1xBet as evidence. I would appreciate LCB's assistance in obtaining a clear and definitive response from 1xBet.

Disputed amount: 45454$

Casino: 1XBET Casino

Case #: 4637

Hello franco dipratto,

Welcome to LCb Thank you for submitting your complaint and for providing the details regarding your withdrawals with 1xBet.

We understand why you are concerned, particularly as you state that all three withdrawals were initially approved by the financial department and remained under review for approximately 12 days before being cancelled and followed by a request for a medical certificate.

We would like to gather some additional information so we can have a better understanding of your situation:

• Your 1xBet username/account ID
• Screenshots showing the subsequent cancellation/rejection of the withdrawals
• The current balance remaining in your account
• The exact reason given by 1xBet for cancelling the withdrawals
• A copy/screenshot of the request for a medical certificate confirming that you do not suffer from gambling addiction
• Any correspondence with 1xBet regarding the withdrawals and this additional requirement
• Confirmation of whether your account is currently accessible and whether any other restrictions have been placed on it
• If available, the relevant withdrawal IDs or transaction/reference numbers

Please also clarify whether 1xBet has specifically stated that the medical certificate is required before they will process your withdrawals, or whether it was requested as part of a separate responsible-gambling/account review.

Once we have this information and the supporting evidence, we can review the timeline more thoroughly and provide further assistance.

Hello Mahmoud Sabry,

Welcome to our forum! Thank you for submitting your complaint and for providing such a detailed explanation of the situation.

We understand your concern, particularly given the amount involved and the fact that you state you have fully cooperated with 1xBet’s Security Department and provided each requested document and piece of information without delay. We also understand that the main issue you are raising is the prolonged verification process and the lack of a clear update regarding your account and funds.

Please provide us with the following so we can have a better understanding of the matter:

• Screenshots showing the account suspension/restriction and current account status
• Screenshots of the correspondence with the Security Department, including their initial 72-hour timeframe
• Any withdrawal requests that were pending at the time the account was suspended, including their amounts and dates
• Confirmation of the exact balance currently inaccessible in the account
• Any reference number or case/ticket ID assigned to the security review
• Screenshots of your conversations with general 1xBet Support where they advised that the matter is being handled exclusively by the Security Department

Please also confirm whether 1xBet has given you any indication that additional documents or information are still required, or whether you are simply waiting for the Security Department to complete its review.

Once we have this information, we can review the timeline and supporting evidence in detail, and provide further assistance. 

The exact current account balance, which is currently unavailable for withdrawal, is 45,454 USD.

Account Number: 1052328631
Case Reference Number: Account verification [#93767053]

Attached are screenshots showing the following:

• The Support Department confirms that the issue is exclusively related to the Security Department.

• Communication with the Security Department and submission of all requested documents since 16/08/2026.

• Confirmation from the Security Department that the documents were received.

• Confirmation from the Security Department that the account is under verification and that I would receive further instructions.

• Confirmation from the Security Department that, according to the Terms and Conditions, the verification process may take a maximum of 72 hours only.

As of today, 16 days have passed without any meaningful progress. I have only received repetitive and irrelevant messages that provide no actual information or resolution.

I have completely lost my trust in this platform.

screenshots part 2 

screenshots part 3

Every three days, a new request appears on the platform, and I respond to it immediately. Then I am asked to wait another three days for yet another request, and the same cycle continues.

At this point, it feels like this process is only being used to delay the matter and waste more time, without any clear reason or transparency.

For example, I have been asked to provide a questionnaire containing my personal information, my preferred sports for betting, the internet networks I use, the devices I use, as well as selfies holding the current date and the verification case number.

Hello franco dipratto,

Have you had a chance to check our reply above? 

Please let us know if you need additional assistance. 

Thank you!

Hello Mahmoud Sabry,

Thank you for providing the additional details regarding your case. Please note that we have reached out to the casino on your behalf, and we kindly ask you to follow this thread for further updates. 

In the meantime, your patience is highly appreciated. 

Please note that although I successfully passed the video verification on August 31, 2026, and more than three days have passed, the account remains restricted.

Hello franco dipratto,

Since it's been 48 hours and we haven't heard back from the member, we will mark this case as CLOSED due to the submitter's inactivity. 

Hello Mahmoud Sabry,

We have received the following reply from the casino representative: 

The user’s account is currently undergoing verification. Today I checked with the managers to see what stage it was at, and I was told that the user’s video conference is being reviewed. The user also sent us an email enquiring about their verification. We provided them with a full and detailed response.

Thank you for your patience. 

Thank you for your efforts and assistance. However, according to the Terms and Conditions, I should receive a response regarding the video call within 5 days of completing it, and 5 days have already passed.

Secondly, I received a result regarding the video call on my account stating that I have successfully passed the video verification. So how can this result be visible on my account while I am simultaneously being told that the video call is still under review?

Hello Mahmoud Sabry,

We have followed up with the casino regarding your case.

In the meantime, please let us know if there have been any new developments on your side. 

Thanks!

No new update. It feels like we have been going in circles for almost a month.
The latest step after the video call was that I was asked to provide utility bills. I submitted an electricity bill in my name, a landline phone bill showing my name and address, and I also supported this with a stamped bank statement cover showing my name and address to further confirm my residential address.
for the past three days, there has been no update other than the message stating that I am supposed to receive the verification result by email.