1xBet Casino - Pelaajan kotiuttaminen viivästyy.

Hello CasinoGurus,

I deposited $1000 to 1xBet in Jan 2024 by Interac e-transfer from my Canadian bank account. I did not use any promotional or welcome offers. My current balance is $1311.21 but I am unable to withdraw it. The gain in balance is from sports betting. I do not recall using any free bets or promotions during my betting but cannot access my bet history greater than 3 months ago. I am fairly certain I have rolled over my deposit value at least once. It has been likely > 6 months since I used the account.

I was locked out of my account for a while due to changing my phone number. I have successfully changed my phone number on the account. It was a difficult process requiring a lot of back and forth, and submission of personal documents (selfies, passport, bank statement, screenshot of phone account, selfie with note with the phone numbers). I can now log into my account, and I am able to wager on the casino (I tested with a few hands of blackjack).

My account is verified by submission of my passport with a selfie.

I am now trying to withdraw my full balance by the same method (interac e-transfer). It has been declined twice now with the same error message: 

"You cannot withdraw funds in the amount of 1311.21 CAD (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 paym…"

My withdrawal request was with the same deposit method (e-transfer). The only difference is my phone number, but the phone number change has been verified by security.

I have chatted with support several times to find out why my withdrawal is being declined. They will not give me a direct answer. They are running me in circles - each time I receive the same copy/paste answers.

"You can only withdraw funds using the same payment details that were used for depositing funds into your account. If you use different methods to make a deposit, withdrawals should be proportionate to the deposits made using any particular method"

"To withdraw via an alternative method:

Please make a minimum deposit via a different payment method

Place bets for a total of your deposit. The odds of the events should be 1.1 or higher

To confirm the deposits, take a screenshot of the deposit and send it to security-en@1xbet-team.com

As soon as you receive a reply from our security specialists, you can make a withdrawal via the method."

I just want to withdraw my balance but I am getting nowhere with support. I am wondering if I deposit the minimum amount ($25 CAD) by e-transfer with my new phone number, then wager $25 CAD on sports, if they will let me withdraw the full balance. Support chat will not confirm this for me. I am reluctant to deposit another $25 to this company if they will just continue to refuse withdrawals.

I am unsure how to proceed.

Happy to provide any screenshots/information in private.

Hello ppron,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1xBet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Is your payment provider somehow connected to your phone number?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thanks for reviewing my case.

To answer your questions:

1. My account is verified as of January 27 2025. This was done by submitting photos of my passport and bank statement (same account I deposited with and would like to withdraw to). My phone number was successfully changed as of January 27 2025 as well. This required numerous selfies with notes, pictures of my driver's license, bank statement, phone account and passport.
2. The payment provider (Interac e-transfer) is not connected to my old phone number. When I did my original deposit, 1xbet had me input my name, address, email and phone number. Interac e-transfers are delivered through email
3. I have spoken with support chat numerous times since my first rejected withdrawal attempt on Jan 29. The most recent time was today. The agent today first told me to log in and out and try again. I did that and my third withdrawal attempt was declined. I chatted with support again after, and they gave me the same generic response: You can only withdraw funds using the same payment details that were used for depositing funds into your account. If you use different methods to make a deposit, withdrawals should be proportionate to the deposits made using any particular method". I have asked them twice to confirm if I deposit and wager an additional $25 CAD, if they will let me withdraw my full balance, but they will not answer my question and give the same generic response. I can send you screenshots of their responses if you like.

I tried once more just now and asked for manual approval of my e-transfer withdrawal; and the agent has said "[She has] applied to our specialists. please contact us after 1 hour for further info". I will try them in an hour and see what they say this time. I will update you then.

I am tempted to just deposit $25 more and see what happens, but I don't feel safe handing over more money, given how difficult they have made the verification, phone number change, and now the withdrawal process.

I followed up after the hour. They asked me to submit another withdrawal request, and now say the money is on its way and can take 24 hours. I will update this post if/when I receive the funds.

Hello Nick,

I am very happy to announce that 1xBet manually approved my withdrawal. My full balance of $1311.21 CAD has been deposited into my bank account now.

Thank you for reviewing my case and for any investigation or work you may have done behind the scenes. I'm sorry if I asked for help too soon - I was getting very anxious about it all.

Lastly, thank you 1xBet for doing the right thing.

Dear ppron, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru