1xBet Casino - Player’s deposit has never been credited to his casino account.

Deposit 100 usd to the wallet that they gave me, they passed the confirmations and they did not credit me, so I contacted support and they told me to send an email and that within 24 hours it was resolved. 35 hours have passed and they still have not credited me, I contacted support again and they tell me that my payment is in the hands of the specialists without telling me what the problem is, since I sent them the hash of the transfer with the confirmations, I was also able to take a photo of the wallet that they gave me where it should be and later I made the payment.

In this hash it can be confirmed that the shipping wallet corresponds to the one they gave me, as well as the amount and the confirmations already mentioned.

Dear Joaquin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or you have been provided a unique one when opening the account? Was it your first deposit in this casino?

Additionally, could you please advise the correct disputed amount and forward a screenshot of the payment to petronela.k@casino.guru?

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

Best regards,

Petronela 

I have everything you ask of me. What if I would like to clarify, that the transaction was made with bitcoin, then everything is registered with the hash, with which they can verify the time, the amount and that the wallet matches the one they gave me (I also took a picture of that ). Do I charge everything right here?

Thank you, Joaquin, for your reply. Could you please advise the correct disputed amount and forward a screenshot of the payment to petronela.k@casino.guru?

Dear Joaquin,

Thank you for contacting us.

We kindly ask you to specify your client ID, the exact date, time, amount of your transaction and the payment system that you used. Also, please clarify the date and time of your contact with the Support Service. We will surely check all the information on your request and get back to you with an answer

Best regards,

1xBet Casino

Dear Joaquin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.