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Subject: Deposit Confirmed by Support but Not Credited (7 Days Delay)

On January 29, 2026, I deposited 0.2819 ETH (approx. $1,078 CAD) to my 1xBet account.

Transaction Hash: 0xee26816109032a4bec4b91cbd8fd4855d031ab3f237d9724dcdc8853de3946e5

The transaction was sent via a Smart Contract (Internal Transaction) from Coinbase. The funds arrived successfully at the 1xBet address but were not detected by the system.

Timeline:

- Jan 29: Deposit confirmed on Blockchain.

- Feb 1: Support agent "Poppy" confirmed in writing: "Our specialist team has confirmed that they received your deposit." (Screenshot attached).

- Feb 4: Support refused to provide a Ticket Number/Case ID, stating they "do not have access to emails."

It has been 7 days since the deposit and 4 days since admission of receipt. I am requesting the immediate credit of 0.2819 ETH to my account.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino LAT.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made previous successful deposits to the casino using the same payment method?
• Could you please share a screenshot of the deposit transaction as it appears in the deposit history with the status visible, if available?
• Send the information to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you for picking up my case. Here are the answers to your questions and the requested evidence:

1. Previous Deposits

This was my first time depositing ETH using this specific method (via Coinbase Smart Contract). My previous deposits have been in CAD (bank deposit), which worked fine.

2. Screenshot of Transaction History (Attached)

I have attached the screenshot of my 1xBet Deposit History for the relevant dates.

• What it shows: As you can see, the transaction does not appear in my history log at all.

• Why: The 1xBet automated system failed to detect the "Smart Contract" transfer, so it never created an entry for this deposit. This is why the funds are missing from my balance.

3. Proof of Receipt (Crucial Evidence)

Since the system missed it, I contacted 1xBet Support manually. I have attached the screenshot of my chat with their agent ("Poppy").

• In this chat, the agent explicitly states: "Our specialist team has confirmed that they received your deposit."

Since they have admitted in writing that they are in possession of my funds, I am simply waiting for them to manually credit the 0.2819 ETH to my account.

Attachments:

1. Empty_History.jpg: Screenshot showing no record in 1xBet history (System failure).

2. Support_Admission.jpg: Chat where Support confirms they received the money.

3. Etherscan.jpg: Blockchain proof of success

Hello Tomas,

I see my evidence post from Friday is still 'Waiting for Approval.'

I just wanted to confirm if you need any better quality screenshots or additional info from me? I am anxious to get the timer started so the casino representative is notified.

Thank you.

Thanks for your patience.

Could you please share with me a screenshot of the casino cashier when you attempt to make the deposit using this payment method, specifically the recipient address and other payment instructions?

I apologize for the inconvenience.

Hello Tomas,

Attached are the two screenshots of the cashier screen for the Ethereum deposit method, showing the instructions and the address generation.

I want to point out the warning that says "The use of contract addresses is not allowed!"

I need to clarify that I did not actively choose to send this via a contract address. I withdrew my funds directly from a major, standard crypto exchange (like millions of other users). I pasted the exact address provided by 1xBet and selected the standard Ethereum (ERC-20) network, strictly following the green instructions.

Unfortunately, major exchanges automatically route their outgoing user withdrawals via internal smart contracts to batch transactions. As a normal user, I have zero visibility or control over this backend routing.

Most importantly: The funds were sent on the correct network and successfully arrived in 1xBet's wallet, which their own support agent 'Poppy' admitted in the chat logs I provided. 

The money is sitting in their possession right now. I am simply asking for Casino Guru's help to force their Finance Team to manually sweep that wallet and credit my account, as their automated system failed to catch the exchange's routing method. 

Please let me know if we can now proceed to invite the casino to this complaint.

Thank you.

Dear tf2wong,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello tf2wong,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite 1xBet Casino to join the conversation.

Dear 1xBet Casino,

Could you kindly clarify why the player's deposit is not appearing in their balance, even though it has already been confirmed as received by you?

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru.

Hi Michal,

Thank you for taking over the case. I have an important update.

This morning, 1xBet support finally replied to an email I sent them back on February 2nd regarding this missing deposit. They stated the following:

"According to our data, you have made the deposit using a contract address. Deposits through a contract are not a standard way to transfer, so they require manual verification of the contract validity. The transaction will be processed at the end of the month."

I have attached a screenshot of their email for your records. Since the end of the month is only a few days away, I am willing to wait for them to process it as promised. However, I respectfully request that we keep this complaint open and active until the funds actually appear in my balance.

Thank you.

Dear Michal,

Dear tf2wong,

Thank you for your patience.

Please note that the player’s deposit was sent via a smart contract. Deposits made through contract addresses are not processed automatically by our system and therefore require manual verification.

Such deposits are reviewed and credited once per month, at the end of the monthly processing cycle. In this case, the transaction was made after last month’s scheduled manual processing had already been completed.

Therefore, the deposit will be reviewed and credited at the end of the current month in accordance with the standard procedure for contract-based transfers.

We appreciate your understanding.

Best regards,

1xBet Team

Hi Michal,

1xBet finally manually processed my missing deposit this morning after a 30-day delay, but I do not consider this fully resolved yet. 

First, they credited my account with only 725.11 CAD—significantly less than the ~1,078 CAD value of my deposit on January 29th. I essentially took a massive financial penalty for their automated system's failure. 

Additionally, to even access this deposit, they have now locked my account behind a manual ID verification wall. I have submitted my documents to their security team today. 

Given the 30-day delay and the missing funds from the exchange rate discrepancy, I kindly ask that you keep this complaint open until this deposit is actually accessible to me and safely withdrawn from their platform. 

Thank you.

Dear tf2wong,

I am pleased to see that there has been some positive advancement. I will keep this case open for a period to monitor the verification process. I am hopeful that you will not encounter any unnecessary challenges.

Hi Michal,

A quick update: I successfully completed the 1x rollover requirement, and the 1xBet Security Team has officially approved my documents and marked my account as fully verified. 

However, the exact moment my account was verified, the Interac e-Transfer withdrawal option was completely removed from my account. The crypto withdrawal methods also remain blocked with an error. 

I have reached out to their support team to fix this regional glitch, as they have left me with absolutely no valid Canadian withdrawal methods. 

Please keep this case active. I have cleared every single AML and KYC hurdle they have put in front of me, yet their system is still physically preventing me from withdrawing my recovered deposit. 

Thank you.

Dear tf2wong,

Thank you for the update.

Dear 1xBet Casino LAT,

Could you please advise on how the player can withdraw their winnings, as the methods that were previously available to them are no longer accessible? We kindly ask for your clarification on this matter.

Hi Michal,

Thank you for pushing them. Following your message, the Interac e-Transfer button finally reappeared on my account. 

However, when I attempted to withdraw, the automated system immediately rejected it with the following error:

"Withdrawals are only possible using the same details that were used to make a deposit. If you deposit money via different payment methods, you should withdraw money in proportion to the amount you have deposited via each payment method."

Here is the core issue: It is physically impossible for me to satisfy this 'same payment method' rule. My funds came from an Ethereum smart contract deposit that was delayed for 30 days and eventually manually credited to my balance by the 1xBet finance team. 

Because they manually credited the money, the automated cashier does not recognize it as a standard Ethereum deposit. Therefore, the crypto withdrawal methods throw an error, and absolutely none of the other available withdrawal methods match my original deposit either. 

I am trapped in an automated loop caused by their manual fix. Could you please ask the 1xBet representative to manually lift this proportional restriction on my account so I can finally cash out my balance via Interac?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear tf2wong,

Thank you for your message and for providing the detailed explanation of your situation.

Please be informed that we are currently checking the information regarding your case with the relevant department. Our specialists are carefully reviewing the details of your withdrawal issue, including the applied restrictions and available payment methods.

As soon as we receive an update and clarification from the responsible team, we will get back to you with a detailed response.

We kindly ask for your patience while this process is ongoing.

Kind regards,

1xBet Team

Dear 1xBet Casino LAT,

We are looking forward to your timely resolution of the matter.

Dear tf2wong,

Thank you for your message.

Please note that, according to the withdrawal rules, funds should be withdrawn using the payment method that was used for the majority of your deposits. In your case, this is the Visa card ending in 2910.

If you would prefer to use an alternative withdrawal method, we kindly ask you to contact our Security Department to verify and approve this method. Once the alternative method is confirmed, you will be able to proceed with the withdrawal accordingly.

Thank you for your understanding.

Kind regards,

1xBet Team

Hi Michal and 1xBet Team,

Thank you for the response, but this highlights the exact automated loop I am trapped in. 

First, the Visa card ending in 2910 was replaced by my bank months ago. It is inactive and physically cannot accept funds. 

Second, regarding the alternative payment method: I have ALREADY done exactly what you are suggesting. The Security Department previously instructed me to make a new Interac e-Transfer deposit and complete a 1x rollover to verify EMT as an alternative method. I completed those exact steps, and Security confirmed my account was verified. Yet, the automated system still blocks my EMT withdrawal with a proportional error. 

As instructed by the 1xBet representative here, I have just emailed the Security Department again to explicitly remind them that I have already completed the alternative method verification for Interac, and that the Visa is canceled. 

Michal, please keep this complaint active until the Security Department actually coordinates with the Finance team to manually remove this restriction so I can access my funds. Thank you.

Dear 1xBet Team,

Could you kindly clarify why the player was advised to take actions that have already been attempted previously without success, as it seems to have encountered an issue on your end once more?

Dear tf2wong,

Dear Michal,

Thank you for your messages.

We are checking the information with the team.

Soon we will provide you with a reply.

Sorry for the waiting. Appreciate your cooperation.

Kind regards,

1xBet Team

Dear tf2wong,

Thank you for your patience and for the detailed explanation of your situation.

At this stage, we kindly ask you to please try the following:

-Submit a new withdrawal request using a payment method that has already been fully verified and approved on your account (for example, Interac e-Transfer if it has been confirmed by the Security Team).

-If the system automatically rejects your withdrawal again, please immediately contact Support and clearly request that they manually approve the withdrawal due to the technical limitation caused by the previously credited deposit.

This should help bypass the automated restriction loop and allow the relevant team to intervene directly.

Please keep us updated on the outcome.

Kind regards,

1xBet Team

Hi Michal and 1xBet Team,

I followed the exact instructions provided by the 1xBet Representative here. 

I successfully triggered the rejection to create the necessary log, and I immediately emailed Support/Security to request the manual override due to the technical limitation. 

However, Support has not replied to me. Instead, the automated system has completely removed the Interac e-Transfer withdrawal option from my account once again. 

I cannot even submit a new withdrawal request for them to manually approve, because the button itself is gone. 

Michal, their automated system is actively fighting their own corporate representative's instructions. Could the 1xBet Team please coordinate directly with their IT/Finance department to restore the Interac button and manually push this withdrawal through? I am stuck until they intervene internally.

Dear tf2wong,

Thank you for your message.

We are checking the information and will get back to you as soon as possible.

Sorry for the waiting.

Kind regards,

1xBet Team

Dear 1xBet Team,

I kindly urge that this issue be resolved promptly, adhering to the principles of timely and transparent resolution.

I anticipate your swift attention and adherence to the applicable standards.

Dear tf2wong,

Thank you for your message.

Please note that, according to our records, no new withdrawal attempts have been made recently from your account.

If you would like to use an alternative withdrawal method, it is necessary to have it properly verified and approved by the Security Department.

We kindly ask you to contact the Security Department directly and request confirmation of the alternative payment method. Once it is approved, you will be able to proceed with your withdrawal without restrictions.

Thank you for your understanding and cooperation.

Kind regards,

1xBet Team

Dear 1xBet Casino Team,

The player mentioned above:

I successfully triggered the rejection to create the necessary log, and I immediately emailed Support/Security to request the manual override due to the technical limitation. 

However, Support has not replied to me. Instead, the automated system has completely removed the Interac e-Transfer withdrawal option from my account once again. 

and

I cannot even submit a new withdrawal request for them to manually approve, because the button itself is gone. 

Can you please explain why was this not addressed directly by you already?

Dear tf2wong,

Thank you for your message.

Please provide screenshots of the issue. Also, please provide screenshots of the email you sent to our team.

We will do our best to speedup the process.

Kind regards,

1xBet Team

Hi Michal and 1xBet Team,

As requested by the 1xBet representative 4 days ago, I have attached the screenshots of the emails I sent directly to the Support and Security teams. As you can see, I explicitly asked for the manual override that YOUR representative authorized here, and my emails were completely ignored. 

Regarding the status of my account: Because I have been trapped in this automated loop for weeks with zero manual help from your support team, I continued to place bets. My balance is now depleted to $64.74. 

I have just submitted a final withdrawal request for this remaining $64.74 via Interac e-Transfer. 

I have attached a screenshot of this current withdrawal attempt. I am leaving this in your hands. If your automated system rejects this withdrawal again for arbitrary rollover or proportional rules, it proves your system is fundamentally broken. 

Michal, here is the requested evidence showing they ignore their own corporate instructions. Please keep this open until they confirm this final $64.74 withdrawal is successfully processed to my bank account.

Dear tf2wong,

Thank you for your message.

We have carefully checked the information, and at this time, we have not received any emails from your side regarding the request for a manual withdrawal approval.

To assist you further, we kindly ask you to provide a clear screenshot of the email you sent, where the following details are visible:

The recipient’s email address (Security/Support Department)

The sender’s email address (your email)

The date the email was sent

This information will help us verify your request and escalate the case to the relevant department without further delay.

We appreciate your cooperation and look forward to your reply.

Kind regards,

1xBet Team

Hi Michal and 1xBet Team,

First, the most important update: I have successfully received the final $64 withdrawal. My balance is now zero, and I am finally done with this platform. 

However, to correct the public record regarding the 1xBet representative's recent claims:

1. You claimed you "never received" emails from me requesting help. I have attached the PDFs of the direct emails I sent to info-en and security-en on March 8th, March 20th, and April 1st. 

2. You told me to "contact the Security Department to verify and approve" an alternative withdrawal method. I have attached the email chain proving I ALREADY DID THIS. On March 8th, your Verification team explicitly confirmed my Interac rollover and stated: "You have successfully verified your account. Please re-login and create a withdrawal request." 

The fact that your corporate representatives are asking me to complete verifications I passed over a month ago, and claiming emails do not exist when I have the timestamped receipts, perfectly highlights the endless automated loop your system traps players in.

Michal, thank you immensely for keeping the timer running on them and forcing them to actually process the final withdrawal. You can officially mark this complaint as Resolved. 

Dear tf2wong,

Thank you for confirming that you have received the remaining balance in your account. I genuinely empathize with your frustration regarding the extended duration of your case. Regrettably, if players choose to continue using their funds before a complete resolution is achieved, any losses incurred during regular gameplay will unfortunately be irretrievable.

While I recognize that the outcome may not entirely align with your expectations, I am pleased that we were able to assist you in reaching the best possible outcome given the circumstances. Thank you for your understanding.

I'll now go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you might know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru