1xBet Casino - Player has been charged high unexpected withdrawal fees.

Good day!

Hope you can help me get back my $ 292.5 that 1xBET casino did not credit to my payment wallet.

On September 22, I received a notification from the casino about the completion of verification and permission to withdraw funds.

After reviewing this message, on the same day I bet $ 2,925 on the withdrawal. But I only received $ 2632.5.

$ 292.5 didn’t reach me.

I immediately drew the attention of the casino to this, for several days I was informed that they were considering my situation.

On September 26, the casino notified me that my funds were successfully credited to my account. But, after checking the balance of my Neteller payment wallet, I still did not find $ 292.5 on it.

On September 27, I sent a screenshot of the withdrawal to the casino.

On September 28, I re-reported the lack of funds, attached to the message an extract from my payment wallet (confirmation of the amount credited to the wallet) and a screenshot of the withdrawal from the casino (confirmation of the withdrawn amount).

After examining the evidence I provided and realizing that it was not possible to mislead me, the casino sent a message that in special cases, for some gaming accounts, they may cancel the commission compensation.

On September 28, I sent a claim to the casino, in response to which the casino reported that all consultations on my appeal had been provided earlier.

Please also note that collecting a commission without prior notice violates my civil rights. I must be properly notified of the collection of the commission, as well as its amount, immediately before the withdrawal of funds. I was able to assume that the commission was charged only when I saw that the deposited amount did not correspond to the withdrawal amount. And the casino assured me for a week that the funds were successfully credited to my wallet.

With the above in mind, I am asking you to help restore justice and return my $ 292.5 to me.

Dear SDabolny,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Was it your first withdrawal in this casino, or you have collected winnings successfully in the past? I have checked the casino payment section, and this is what I found https://lite.ua-1x-bet.com/en/information/payment:

Could you please advise if you have accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Dear Guru! Yes, I know the information on the site that is publicly available. According to this information, the withdrawal of funds to the Neteller payment wallet is carried out without charging a commission.

This was the first and only withdrawal of funds. The bonus has not been used.

Also, I sent screenshots of my communication with the casino to the address petronela.k@casino.guru; screenshots of withdrawal and crediting of funds. You can be sure of the accuracy of the information I have provided.

Thank you very much, Sdabolny, for the forwarded email screenshots. Could you please forward the original payment receipt from the casino?

Good day! I sent a screenshot of the transactions, in this screenshot you can see the information on the withdrawal of funds.

If I need to provide an additional document, please inform me about it.

Dear SDabolny,

Thank you for contacting us. We kindly ask you to specify the exact date, time, the amount of your transaction, payment system and your client ID. We will surely check all the necessary information and get back to you with an answer

All the best,

The 1xBet Support

Yes that's right

Thank you very much, SDabolny, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear SDabolny,

From now on, I’ll be in charge of your complaint. I’m sorry to hear about your negative experience.

Dear 1xBet Casino team,

Can you please advise if SDabolny’s case has been reviewed? Please note that all requested information, including SDabolny’s client ID has already been mentioned in this thread.

Dear SDabolny,

Thank you for providing all the necessary data. We sent a corresponding request to the Security Service. As soon as we receive new information on your situation, we will surely get back to you with an answer

All the best,

The 1xBet Support

Thank you, 1xBet Support Team, for the update. We’ll wait for further updates from you. I’m setting the timer for 7 days.

Dear SDabolny,

We have checked the information on your request with the Security Service. The transaction from 22.09.2021 was successful and the correct amount was credited to your account. According to the T&C of the Company, in certain circumstances and in respect to certain customers 1xBet may decide not to reimburse service charges imposed by payment systems on deposits or withdrawals, which 1xBet usually reimburses.

The Company has fulfilled the obligation to you according to the T&C. If you have additional questions, please feel free to contact us in any convenient way

Best regards,

The 1xBet Support

I would like to ask the casino to advise on what specific circumstances have contributed to the $ 292.5 withholding? Have I violated your Terms and Conditions?

Dear SDabolny,

Please be informed that this matter is being discussed with the casino in a private conversation. Unfortunately, I can’t disclose the details, however, we’re expecting a reply from the casino soon. Therefore, I’m extending the timer.

Dear SDabolny,

We additionally checked the information on your situation with the Security Service. The decision to not reimburse service charges imposed by payment system for the withdrawal of funds was made in accordance with Terms 2.28 and 7.10 after thorough verification of your account.

According to Term 2.28, if the Company detects various types of fraudulent activities that are clearly spelled out in this Term, the Company retains the right to take any reasonable measures at its discretion.

The Security Service has made the decision in accordance with Term 7.10, in which the Company reserves the right to not reimburse service charges imposed by payment system for withdrawal of funds, which it usually reimburse for all players.

You can find out more about all the Terms and Conditions of the Company on the official website — https://ua-1x-bet.com/en/information/rules/

If you have any additional questions, you can contact us in any convenient way

Best regards,

The 1xBet Support

I have studied the points of the rules indicated by you. Clause 2.28 contains a large number of violations. But you did not indicate what specific offense your Security Service accuses me of. Please indicate and provide evidence confirming my guilt.

Dear SDabolny,

Please be informed that the discussion has not yet been concluded. As additional time is required to fully discuss the matter, I’m extending the timer by 7 days.

Thank you all for your patience.

Dear SDabolny,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified.

Considering the type of your gameplay, we believe that the use of rule 7.10, according to which the casino reserves the right to decide not to reimburse service charges imposed by payment systems on deposits or withdrawals, which 1xBet usually reimburses, was justified.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Dear all,

As explained above, we will now close this complaint as ‘Rejected’.