1xBet Casino - Player hasn't received all of his funds.

Dear Sir//Madam! I ask you to help me return my 195 dollars, which 1xbet casino withheld.

I draw your attention to the fact that the casino did not give me the opportunity to play, having informed on December 20 about the restriction in the game at its discretion. Nevertheless, taking into account the successfully passed verification, the casino gave me the opportunity to withdraw funds.

But since I did not have the opportunity to play, then finding my funds in the account became meaningless, I decided to withdraw them. But not all the funds came to my wallet - the casino kept $ 195.

I believe that the casino's actions to withhold funds were illegal, because I did not even play !!! I ask you to help return them.

Dear Elzinio,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Do I understand correctly that your withdrawal has been successfully credited to you, however, a fee of $195 was deducted in the process?

Have you tried contacting the casino directly regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Elzinio,

Thank you for contacting us!

In order for us to understand all the situation and send a corresponding request to the Security Service, we need more information. Please provide the exact date, time, amount, the screenshot of your transaction and your client ID number

We will check all the information and do our best to help you

All the best,

The 1xBet Support

Dear Elzinio,

Thank you for providing an additional data!

We sent a corresponding request to the Security Service regarding your question. As soon as we receive new information on your situation, we'll surely get back to you with an answer

All the best,

The 1xBet Support

Dear Elzinio,

Thank you for waiting a response. We have checked the information on your request with the Security Service.

The decision not to reimburse service charges imposed by payment systems was made after thoroughly checking your account during the verification procedure by the Security Service. The transaction from 20.12.2021 was successful and the correct amount was credited to your account according to the Term:

7.10 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

Considering that clause 7.10 of the Rules, in accordance with the rules of law, is a conditional transaction, I ask the casino to disclose information "under certain circumstances and in relation to certain clients". By what criteria are circumstances and clients classified as certain.

Also in the specified paragraph there is an indication of the payment system service fee. I ask the casino to provide evidence that the Neteller payment system that I used was withheld 10% of the withdrawn funds; that the withheld funds were used specifically to reimburse the Neteller fee, and not to make a profit for the casino.

We have received an email from the casino providing more details about what happened.

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 the casino 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.