1xBet Casino LAT - Player struggles with forced change in withdrawal method.

I submitted a withdrawal request on April 7, and they asked me for verification, which took about 2 weeks. Now they are telling me that I can't make withdrawals through airtm, which is where I previously deposited and withdrew. They asked me to do it in cash, but in my country, I am unsure of how to do that. I asked them for information and they did not provide me with the contacts of any local partners or cashiers (their address or phone number). They normally don't accept this method either, because all the others are blocked for me. Right now, I cannot bet in an effort to leave part of my money, they do not allow me to deposit money either. They proposed that I deposit money and withdraw via that method, but as I explained to them, they are not allowing me to do that either. They advised me to contact their security team, but the security team only tells me to do it in cash. The method of cash or using a cashier whom I used previously, I was informed no longer works for making my withdrawals, and I have sent them proof. Yet they continue to tell me to deposit money, but they do not allow me to deposit. I'm exhausted by this, I can't even place bets anymore, I just feel they are tricking me and stealing my money. My account is approximately 2 years old, perhaps even older than that, I just need my money now!

Hello mibles,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1xBet Casino VET. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you try to check out the payment method available on your own on google or through their app (if they have any)? When was the last time you spoke to the casino and what was it about? Did they provide any alternate way to withdraw your balance?

Looking forward to your answer.

Regards,

Nick

Hello Nick, let me tell you that they told me from customer service that it was already verified about 2 weeks ago or so, but in the email chat they safely told me this (The betting house reserves the right to refuse to accept a bet or deposit from any individual without giving a reason. You can create a withdrawal request to receive the funds remaining in your account.), which was not a concrete verification response, but they did not block the bets saying or I get that my money It is worthless and neither is it worth depositing or withdrawing money.

The payment methods I used were airtm and I tried to do it through binance or skrill, but they didn't let me either, they told me that the only method available would be through cash, which I assume is an agent here in the city of Santa Cruz Bolivia, but I I told them that my ATM that once recharged me was no longer working, and I attached the photos, then they gave me the answer:

(To use alternative methods to withdraw funds. First, you must deposit, using an alternative method (it can be the minimum amount), bet the deposited amount with the minimum fee 1.1. Then go to the Security Department email , add photos of your identification document, proof of payment made to the betting house using the alternative method, indicate that you want to withdraw the winnings using the chosen alternative method. After receiving the response, approval from the department. security, You will be able to withdraw the funds. The email is in the "Contact" section (the bottom of the full version of the website).

Cryptocurrency and PayPal do not work like the alternative methods. The alternative method that you choose must be available in both sections, that is, in the deposit methods section and in the withdrawal methods section.

But currently they won't even let me deposit money to be able to make a withdrawal method.

The last time I spoke with customer service and security was on May 1st, it was to accept my cash withdrawal which they told me was the only way, because the platform did not accept me and also asking for the contact of their agents who They currently have that method.

They told me (You can create a withdrawal request to receive the funds left in your account.), but then they told me only by cash method.

Thank you mibles for all the information provided. To find a solution together with the casino, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, mibles,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 1xBet Casino team,

Could you please explain the player's situation in more detail? What steps should he take to withdraw the disputed funds? Can you provide him with instructions?

If the problem is that the casino cannot issue a withdrawal by the same payment method the user used for deposits, why should he deposit and wager another real money? If it was not his intention to withdraw by an alternative payment method, but it was rather the casino's request, couldn't he only request a withdrawal and verify a new payment method to be able to withdraw his winnings?

Hello, Mibles,

Please provide us with your game account number so that we can check your account situation.

Best regards,

The 1xBet Team

Dear mibles,

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,

No problem, mibles. Thank you. Let's wait for the casino's response and explanation.

Thanks, now I'm paying attention, have a good day.

Hello, Mibles,

Please specify which cache method you mean, I would be very grateful if you could send a screenshot of the method banner from your personal account.

If the old ATM is broken, have you tried using another ATM in the city?

Best regards,

The 1xBet Team

Mibles? Are you with us? Can you look at the casino's last post and provide the requested screenshot or information?

Hello.

The method because the one I was withdrawing was Airtm, but upon verification they told me that I could no longer use that method, and at the end they told me to use the cash method, and the first time they accepted it, but I asked for more information, and they did not They provided it to me, because it did not tell me the location of the office or agent that I should contact to receive my funds, so hours passed and it was canceled, then I tried again and it no longer worked, today 06/13/24 I returned I try both methods, but neither allows me to withdraw, they are directly rejected.

Attached photos

Dear 1xBet Casino team,

Can you please look into the user's last post and the persisting issue and provide him with detailed instructions on what needs to be done on his side to withdraw his winnings?

Looking forward to hearing from you.

Dear Mibles,

Please make a new request for cash withdrawal and send an actual screenshot of the resulting rejection. 

Best regards,

The 1xBet Team

I made two requests today 06/18/2024 which were rejected, in 2 different locations in the city of Santa Cruz de la Sierra, I attach photos.

Dear Mibles,

Can you please provide us with a screenshot of the announcement after opening the "Find out reason for refusal", as shown in your screenshot?

Of course now I make some new requests and take a screenshot

Thanks, mibles.

Dear 1xBet Casino team,

Is it better now? Do you already have enough to review the matter in detail and provide the user with instructions on how he can withdraw his winnings?

Hello, that branch is not on your platform, and when I created my account I first recharged through Airtm but then they opened, another easier way from Bolivia and I did it through 2 rapidpagos services SRL and JotaCash, I have the receipts that I sent at the time.

I explained to security that JotaCash is currently no longer working and RapidPagos never responded to me to be able to withdraw.

Thank you both for your replies.

Dear 1xBet Casino team,

Sure, no problem, your previous post is visible only to the involved parties.

So, other ideas how could the user withdraw his winnings and instructions for the process?

Dear Mibles,

Thank you. We have forwarded this information to the relevant department, and based on the investigation results, you have been advised to make a new request for the available branch provided in the withdrawal application. After this, please immediately contact the support team on our website so they can manually confirm the withdrawal using this method.

Best regards,

The 1xBet Team

Mibles, any news or updates on your side after the casino's last post?

Dear Mibles,

After you made a withdrawal request and received an automatic rejection did you immediately contact the support chat on the site as we wrote earlier to help you confirm the withdrawal to another Branch?

Best regards,

The 1xBet Team

Hello good,

They accepted my withdrawal manually, but I have a problem, I just went to the location or offices for the cash withdrawal, and I couldn't find the house, I went to Av. Roca and Coronado and I can't find the house or office # 100, as described in the recall, and I asked if they could help me with the number, but support told me they didn't have it.

Thank you both for the updates.

Dear 1xBet Casino team,

Any ideas on how we could finally sort this out?

Dear Mibles,

The request has been canceled. Please create a similar withdrawal request to another available branch and immediately contact support for approval of the withdrawal request. After that, you can use electronic maps to familiarize yourself with the convenient route to the destination and receive your funds.

Best regards,

The 1xBet Team

Greetings all,

Mibles, your turn. Can you follow the instructions and inform us about updates?

Dear 1xBet Team,

Would the casino be able to let the user withdraw via an alternative payment method?

If so, what would be the options for him?

hello,

As before, an alternative to agents for the player remains cash withdrawal. Therefore, please make a withdrawal request according to the instructions provided above, and immediately after submitting the request, contact customer support to ask for approval for the alternative branch.

Dear Mibles,

Can you repeat the process and inform us about updates?

The casino was referring to its customer support. It is necessary to do it right after a withdrawal request.

Dear mibles,

Thank you for additional information. However, honestly, I am completely lost now.

What this issue is about now, please? We were talking about an unsuccessful withdrawal before, or the impossibility of requesting a withdrawal so you can withdraw your winnings from the casino successfully. In your last post, you mentioned JotaCash, which should have suspended its service, and we do not know if it will work in the future at all, while you shared a screenshot of a transaction made on April 8, 2024, from one person to another.

Is JotaCash service a part of 1xBet Casino or are we talking about a 3rd party company?

Could you please be more specific regarding your current main issue, what we are solving now and what the status of the issue is? Can you somehow clarify everything in more detail? Feel free to describe everything important because I am not sure what we are waiting for, or, the status of what.

Hello good,

I explain, the problem is that I cannot withdraw the money from my 1xbet account, which I mostly did through the Airtm platform, but now they won't let me and they tell me that the withdrawal method is by cash, which I have to talk to customer service to confirm my withdrawal, there are about 6 locations in my city of Santa Cruz to be able to carry out this method, but the location they send is not well detailed.

Then they confirmed that I spoke with the Cochabamba branch - Avenida Wiracocha, Calle inti raymi, but that branch that they told me to contact is the one that is not working, the problem would be that the branch that they sent me is currently not working , because they didn't answer me.

JotaCash was an ATM with which I made my recharges to deposit money into my 1xbet account.

Alright, now it is much clearer. Thank you for the clarification.

Are you able to somehow find out which ones of the 6 possible locations you mentioned work and it would be possible to withdraw there?

Then, it could be fine to only request a withdrawal again, and repeat the process recommended by the casino representative above, directly on the casino's website - contact their support right after the withdrawal request and ask them to update it to the requested/checked location.

Alternatively, if you do not have the option to find it out on your own or it is impossible for some reason, regarding the right location, please let me know, and I will try to again turn to the casino representative.

Continuation

It would be the chat with 1Xbet Support

Then the agent told me that their service is currently being tested, they were organizing themselves better and that they would let me know when they would return with their service.

Thank you for additional information.

You mentioned that "there are about 6 locations in my city of Santa Cruz to be able to carry out this method" - Are you able to somehow find out which ones of the 6 possible locations you mentioned work and it would be possible to withdraw there?

Do I understand correctly that we are basically waiting for a 3rd party agent to start working again? If so, I am not sure how we or the casino itself could influence the withdrawal process or help you resolve the issue.

Hello good

The problem with the other locations is that they do not have the exact information of the location, the one that had the house number I have been to, but I was not able to find that house number, when they accepted the withdrawal and I asked if they could give me information about the company or more exact address, but they cannot give me that information, they told me customer service

I just saw through my friend's account that the pagofácil company is still working, it was one through which I made my recharges to my 1xbet account

In addition, we saw that there is no cash method for withdrawal, which they ask of me.

Since the company PagoFacil is active, and they did respond to me and I have already worked with them on recharges before, I would like to be able to make the withdrawal with them.

Dear xBet Casino Team,

Is it possible to comply with the user's request and allow him to withdraw via the payment method in question?

If not, can you suggest other solutions or more detailed instructions regarding finding locations where he can withdraw?

Hello,

We have not seen any new requests from the player since the last request on the 21st for the cashout you mentioned you couldn't find. Please, make a new request using cash method correctly according to the instructions and contact support immediately for approval of the request.

Best regards,

The 1xBet Team

Dear mibles,

What do you think? Can we finally somehow finish this?

Hello good,

I tried to withdraw again and the customer asked me to contact the cashier, who recently responded and gave me a positive response to be able to make the withdrawal from my 1Xbet account. I had a question, was my account blocked? Or I can use it to later deposit funds again and continue betting

Great, mibles! I am glad things moved forward, and you will finally withdraw your winnings. Can you please also provide us with an update on the withdrawal? Have you already withdrawn your winnings, or is the withdrawal still pending? Is there any progress?

If you could request a withdrawal in your account yourself, and you are able to access and use your account without any restrictions, I would say there should not be a problem with continuing to deposit/play there.

Anyway, we can ask the casino representative about it to be sure.

Dear 1xBet Casino Team,

Can you inform the user if everything is alright with his casino account and if he can continue using it without issues as before? Were any restrictions imposed on his account or is his account limited somehow?

Dear all,

Yes, we confirm that the user successfully withdrew funds on August 3rd.

Unfortunately, further bets have been declined in accordance with clause 2.7: 'The bookmaker reserves the right to refuse to accept a bet from any individual without giving a reason. All bets shall be settled based on the data provided by the processing center.' Therefore, we kindly ask you to refrain from further use of the site and from creating new accounts.

Thank you very much for cooperating with us.

Best regards,

The 1xBet Team

Thank you very much for the update and confirmation, 1xBet Casino Team.

Dear mibles,

Can you please confirm you successfully withdrew winnings/funds from the casino, and that there is no remaining balance?

Unfortunately, the casino has the right to stop providing its services to any player and at any time, without giving a reason, and/or close any account. So, if the casino fulfilled all the obligations towards you, and there is no remaining balance on your casino account, we have no other option than to accept the casino's decision. At this point, I strongly recommend you stop depositing/playing at the casino. Your account will likely be blocked/closed.

Therefore, once you confirm a successful withdrawal, we can consider the complaint closed/resolved.

Hello good,

If the withdrawal was successful, I would like to thank both parties for providing a solution to my problem.

I understand the situation of not using my account, thanks anyway.

Dear mibles,

Thank you for your response.

However, I am not sure if I understood your last post and/or its English translation correctly.

Although the casino confirmed the withdrawal was successful on August 3, 2024, you are the one who should be able to confirm the successful withdrawal.

Since the situation around using your account was clarified, we would need your confirmation of the successful withdrawal (standard process) to be able to close the case as successfully resolved.

So, can you please confirm you successfully withdrew disputed winnings/funds from the casino? If so, is there anything else we could help you with, or we can consider the matter resolved and close the complaint?

Dear mibles,

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.

Greetings all,

Since the information above indicates the withdrawal was successful, and the player does not require further help or assistance, I consider the matter closed and will mark the complaint as 'resolved' in our system.

Dear mibles,

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Thank you, 1xBet Casino Team, for your help, cooperation, and patience.

Best regards,

Branislav, Casino.guru