1xBet Casino ES - Player's promotion winnings have been denied.

I am filing a complaint against 1xBet regarding an unfair and misleading promotion result.

I participated in the Winfinity Series promotion and was clearly shown Rank 100 on the leaderboard, which falls within the top 150 reward positions. I have screenshot proof of this ranking.

After the promotion ended, I was told to wait 72 hours for the reward. However, even after waiting more than 72 hours, my reward was not credited.

Later, the support team claimed that there was a "technical synchronization error" and that my actual rank was outside the top 150. They did not provide any valid proof of this claim.

Additionally, the compensation provided (promo code) is misleading and practically unusable, as it requires unrealistic wagering conditions and does not work properly.

This situation is unfair and misleading, as I relied on the ranking shown in the system. I have full evidence, including screenshots and chat records.

I request Casino Guru to investigate this case and help ensure a fair resolution.

Username: Venom_123

Ticket ID: TPQ-24865

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the communication between you and the casino’s customer support regarding the discrepancy in your rank to veronika.f@casino.guru?
• What types of games did you play to improve your rank during the promotion?
• Could you kindly send me the exact link to the promotion you participated in, including the final leaderboard if it is publicly available?
• Have you passed the full KYC verification at this casino?
• Could you also provide the exact link to the casino you use to log into your account?

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

Best regards

Veronika