1xBet Casino - Player is extremely dissatisfied with high withdrawal fees.

Good day! I am writing to you in the hope that you can help me with the 1xbet casino (hereinafter referred to as the casino). On September 16, the casino asked me for an ID, I immediately sent it.

Also, on September 17, at the casino's request, I sent a photo of my passport in jpg format. On September 20, I sent screenshots of the Skrill payment wallet (there was a deposit from it).

On September 23, he sent a selfie with an ID in the background of correspondence with the casino security department.

On September 28, I posted a selfie in the best quality (as indicated by the casino).

On September 28, the casino asked me about relationships with certain individuals. Since they are unfamiliar to me, this is what I indicated in the answer.

On September 30, I received a notification that I can withdraw my funds.

I sent for withdrawal all the money from my account ($ 2480), but the casino transferred only $ 2212.2 to my wallet. I repeatedly contacted the casino, informing that the money was not received in full, that $ 245.8 was missing, asked the casino to justify their actions.

The casino only pointed to clause 7.10 In certain circumstances and for certain customers, 1xBet may decide not to refund service fees imposed by payment systems on deposits or withdrawals that 1xBet normally refunds.

But the casino did not provide an answer to the question, were there any violations of the rules of the casino in my actions? I guess not. In this case, what circumstances are we talking about? I was deducted 10% of the withdrawn funds, and I have the right to know what caused this!

Please help me get my $ 245.8 back.

Dear TovarCh,

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? Were your winnings accumulated with or without an active bonus? Have you tried to communicate this issue with the casino? 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

This was not the first withdrawal of funds. And before the casino transferred funds without any deductions, i.e. in full. The winnings have been accumulated without a bonus. I contacted the casino, but I was unable to get any information. I also send you my correspondence with the casino to your e-mail for your study.

Dear TovarCh,

Thank you very much for forwarding all the relevant communication. Could you please send me a screenshot of your requested withdrawal and one of the received payment?

Dear TovarCh,

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

Dear TovarCh,

Could you please provide all the necessary information? Thank you very much in advance.

Thank you very much, TovarCh, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello TovarCh,

I looked at your complaint and will do my best to help you. I would like to invite 1xBet Casino into this conversation. Casino, can you please bring some light to this situation?

Dear TovarCh,

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 30.09.2021 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

Dear Casino,

please, be more specific, this is a very diplomatic answer which didn't give us an explanation.

During the check, I submitted all the requested documents to the casino, I did not receive any messages from the casino about any violations in my gaming activities. Why did the casino decide to keep 10% of the withdrawn funds? Why hasn't the casino informed me about the retention in advance?

Thank you all for your patience.

Dear TovarCh,

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.