1xBet Casino - Player's withdrawals have been canceled.

Hello, dear Casino Guru team, first of all I wish you a nice day. I am voicing the subject in Turkish because I have sufficient English. I started to take bets by registering on the site 1xbet in 2019, I had no problems with investments and withdrawals for a certain period of time. I was making my investments with the currency of Kyrgyzstan, which is the country I was in before, I made a bet with my last investment of 6704,58 KGS and I made a good profit. After that, I requested a withdrawal and my request was cancelled. Then I continued playing again and my initial balance of 100 dollars increased to around 4500 dollars, then I wanted to withdraw and my withdrawal requests were canceled due to the principal rollover and I bet on the roulette area with more than the amount I invested..

In the following processes, my requests were canceled even though I submitted withdrawal requests for all amounts. I contacted live support and they directed me to an e-mail. I made a call via e-mail and it was reported that my money withdrawal was sent to me, but the money was returned by the bank, so I went to the bank and requested information. In the conversation I had with my private customer representative, he informed me that there was no amount received and that there was no such thing as a refund.

After that, I contacted again by e-mail and received a document from the bank and conveyed it to the authorities. I explained the situation to 1xbet officials and demanded the necessary help be provided, but no response was given to me, and I have every mail and withdrawal request images I have forwarded. Even my identity information was requested from me for account approval and they did not make me a withdrawal even though I sent them.

When I reported the situation to the license, I received a response from the authorities and I was asked to shoot with a different method. I reported the situation again, but again, no response was provided and I was forced to play the game. I am requesting your help in this matter. The country I am currently in is a different country and unfortunately I cannot access 1xbet. I know it's been a long time since this topic, but I just saw you guys. Even though I sent my complaints on many platforms before, no response was provided.

Please help me. I wish you a good day.

Dear Ozihrm,

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. Do I understand correctly that you currently don't have access to your account? Also, do I understand correctly that you have not had access to your account since 2019?

When exactly did you receive your last successful withdrawals? Is $5,000 (dispute value) stuck in your account?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina first of all I hope you are well. Yes, I will forward the information you requested on the subject.

I was Kyrgyzstan when this event happened in 2019. I am currently in another country, northern macedonia. The problem with logging into my account is: Two-factor protection is active and my old phone was destroyed and the security code remained on that phone, I couldn't get it back. Now I know the password and login ID, but I can't log in because there is no 2GA. I requested that it be removed beforehand. They asked for ID and I sent the information, but I could not get a response. Access is restricted in the country where I am currently 1xbet.

The last withdrawal date was around 08,11,2019, I can't remember clearly. Since it has been a long time, I can convey this information clearly if I can access the account.

My earnings at that time was 350,000 thousand kyrgyz som and it was almost 5,000 dollars at the rate of that time.

My shots were not sent for a long time and they were canceled. It was said that it was due to the bank, so I talked to the bank and got information from the bank, but I saw that there was no problem with the bank. Afterwards, I started to think that it was not sent for high income, and I was having a hard time. At that time, I had bills to pay, house rent and other expenses. Because of this, I thought that if I reduced the cash register, they would send it, I even did that, but they did not send any money.

Thank you very much for your reply, Ozihrm. Have you tried contacting the casino regarding this matter? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

It's ok, but I can't access the e-mail where the conversations take place.. How can I do this? How else can I do this.. Would it be useful if I connect to the site with VPN and log in to my account? If I send you my transaction history.

Ms. Kristina, can you help me in this regard, how can I do something? I can not reach the mail due to the location due to security reasons.

Do I understand correctly that you are not able to access your own email box? If that is the case, I am afraid that I am not able to help you with logging into your email folder. Does that mean that you are not able to forward me the required communication?

Yes, I'm having a problem with access, but I'm doing my best in this regard. Please give me time and wait for my mail to arrive. I will pass on the necessary information to you.

Dear Ozihrm,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to reject 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.