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Dear GURU!

The purpose of my appeal is to help in the return of the commission that was improperly collected when withdrawing funds from the 1xbet casino.

On October 11, I received incomplete withdrawal amounts from 1xbet casino to my Neteller payment wallet. The casino withheld $ 280.

On October 13th, I informed 1xbet that as a result of two withdrawals, I had lost 280 USD.

I received a reply from 1xbet that "in special cases, compensation of payment systems commissions may be canceled for some gaming accounts of bettors". I was not able to get any comments from the casino on the existence of violations on my part and information on the "special case".

I contacted Neteller (this payment system was used for the deposit and withdrawal of funds) to receive information on the collection of the commission. According to their answer, Neteller did not charge a commission for processing my payments (I am ready to provide a screenshot of the answer). Also, the 1xbet website in the "Payments" section indicates that no commission is charged when depositing and withdrawing funds through the Neteller payment system. And since this information is publicly available, I have the right to regard it as a public offer.

Thus, the indication of 1xbet that they charged me a commission due to the compensation of commissions of payment systems is not true. I believe that 1xbet is misleading me. I will provide screenshots of my correspondence with 1xbet when you indicate to which address they can be sent.

I would like to ask you to help us get a commission refund of $ 280.

Dear maksizholy88,

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. Could you please advise how much was the entire amount of withdrawal? Have you received any payments from this casino in the past?

Have you received any tracking transaction number or any other proof that the money has been sent to you?

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

Yes, earlier there were withdrawals of funds without withholding a commission.

I am ready to provide a screenshot of the withdrawn funds and screenshots of those credited to my Neteller payment wallet, as well as correspondence with the casino. Please indicate to which address can I send?

Dear maksizholy88,

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

Thank you very much, 1xBet Casino team, for checking the issue.

Dear maksizholy88,

Could you please provide all the requested information? If you wish to forward anything to me directly, my email address is petronela.k@casino.guru.

Good day! The information you requested on crediting funds to the Neteller payment wallet and on withdrawing funds from the casino, as well as screenshots of the correspondence with the casino, have been sent to petronela.k@casino.guru.

Dear maksizholy88,

Thank you for providing all the necessary data. We sent a corresponding request to the Security Service. As soon as we receive new information on your situation, we will surely get back to you with an answer

All the best,

The 1xBet Support

Yes, this is information on payments received. For requested withdrawals: $ 2,500 and $ 300.

Thank you very much, 1xBet Support, for your assistance. We will be waiting for an update patiently.

Dear maksizholy88,

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.

Dear maksizholy88,

Thank you for waiting. We have checked the information on your request with the Security Service. The transactions from 11.10.2021 were 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 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 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

In this case, 1xBet, please tell us what specific circumstances have arisen? you did not answer this question in personal correspondence. Did I break your rules? I am also ready to provide a screenshot of the response of the Neteller payment system, according to which no commissions were charged on my transactions. How can you comment on this?

Thank you all for your patience.

Dear maksizholy88,

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.