1xBet Casino - Player's withdrawal has not been received despite the casino's claim of completion.

On the 28th, I requested a withdrawal of 40,000 rubles. The following day, I saw a notification that the operation was complete, so I checked my bank account, only to find that the funds hadn't been received. I reached out to the support team and was told that the notification meant the request had been fully approved on their end and could take anywhere from one minute to seven business days. Fair enough, I waited, but the money never came. I contacted support again and was asked to provide my transaction report, which I did. However, afterwards, my messages started to be ignored by the support team. This went on for a month until I decided to e-mail them. The reply I got was that the money had successfully been sent, along with a RRN code and another code for my bank to check the transaction. Contacting my bank, they assured me that they couldn't see any such transfer. Going back to the casino support, they asked for a formal reply from my bank stating that the payment was nowhere to be found, so I sent it. They then requested my card statement, which I forwarded, but all I've received since are template messages asking me to wait. It's been almost 5 months of this back-and-forth, pleading for a check, and always receiving the same response to just wait. Each and every time it's the same canned replies.

Dear Khaaar, 

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Please forward any relevant communication between you and the casino regarding the issue to veronika.l@casino.guru.

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

Best regards, 

Veronika

Hello Veronica, there were successful conclusions earlier, I would like to note that once I encountered the same problem and within a month and a half, support solved my problem. But in this case, the casino is in no hurry. I sent you all the documents by email, as well as a response and support.

Hello, has this casino responded to this complaint in any way?

Thank you very much, Khaaar, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Khaaar,

I've just reviewed your case and am sorry to hear about this issue with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when it replies.

Dear 1xBet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Based on the player's words, you have processed the withdrawal request, however, the money wasn't received. Would you please provide us with any screenshots where we can see that the payment was indeed processed? Please, feel free to send it to my email natalia.b@casino.guru alongside any other supporting evidence relevant to the case.

I'm looking forward to hearing from you.

Kind regards,

Natalia

Dear Natalia,

At the moment, we are waiting for the Payment System's feedback regarding this payment. As soon as there's more, we will update the case

All the best,

The 1xBet Team

How can you wait almost 6 months for a response from the payment system? What are you doing there? Is your own payment system ignoring you? I think enough time has passed to understand this situation. As for me, this is a complete lie, any bank answers any question within 24 hours, but you cannot contact the payment system for months? I think this is just an excuse to stall for time.

Thank you for the reply, 1xBet team. I'll set the timer for another week for you, I hope you'll manage to get a response from your payment system in this timeframe, since it's already been several months after the player requested a withdrawal, and we'd like to see any progress here.

Hello Natalia.

I would like to notify you that the casino gave me an answer, in this answer they sent me an rrn code and said that the funds were sent, but 1) they already sent me this code a couple of months ago and I sent them the bank’s official response, which states that it was not found. 2) They refuse to provide me with transfer data, the date the payment was made and through which bank the transfer was made, and they also cannot provide me with a receipt for the transfer.

I once again sent them the bank’s response that this transfer was not found, but as for me, they are simply delaying time, since I already provided them with all this information 3 months ago. They assured me all the time that the work was being carried out, but how did they carry out the work if they could not even provide me with a transfer receipt, name the sender's bank and the date of sending. As for me, they sent me this code to delay the time even more. I ask you to take action.

Hi Khaar,

Could you please send me the response you got from the bank, stating that the payment from the casino hasn't been received? My email is natalia.b@casino.guru. Thank you.

Hello Natalia.

It looks like you had a typo in your email address, I sent a response to natalia.b@casino.guru

Dear user,

As per the Security Department, this transaction was received on the same day. You have been provided with the proof of that by the Support Team

Dear 1xBet Casino, based on your communication with the player, I can see that you requested the official response from the bank, confirming the transaction hasn't been found, and the player sent it to you. You were informed that the RRN code wasn't really helpful in tracking the transaction and the bank required more information in their response to the player. As per your email to the player on 29/10, you promised to check this information upon the player's inquiry. Have you provided any new details to the player?

I would appreciate, it if you could send me the confirmation of the payment processed from your side so that we know you fulfilled your obligations, and the problem lies somewhere in between - since it happens often that payments are delayed because of the payment providers issues. My email is natalia.b@casino.guru. Thank you.

Dear 1xbet, I provided you with the bank’s response that this payment was not received. Also today I received what you call a check, but it doesn’t look like a transfer check, there is no information about the bank, about the recipient, and the seal is smudged. I also sent it to my bank and am waiting for a response. But I repeat, according to your rrn code, the bank responded that this transfer was not found. As soon as I receive an official response to the check, I will forward their response to you.

Dear Everyone,

We've made sure that the Security Department has another look at this case. Meanwhile, let's receive an answer from the bank regarding the check that the player provided to them.

All the best,

The 1xBet Team

Dear Khaar, have there been any updates? Have you already received the official response from the bank that you wanted to forward to the casino?

Dear Natalia , in the chat they provided me with an answer that no transfer was found for this check. I have requested an official document from them, I am waiting for the document to be ready

Thank you, Khaaar. I'll set the timer for you for 7 days. Hopefully, the official response from your bank will be prepared within this time frame. Please, let me know if there will be any updates.

Dear Khaaar,

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.

Unfortunately, the player has not responded to our last messages and questions. Consequently, we are unable to investigate further without any updates from the player and have no choice but to reject this complaint.

The player can reopen this complaint at any time.