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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.

Dear loubna_khalis,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 1xBet Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Could you kindly confirm if you passed the full KYC verification?

Additionally, could you please confirm whether you still have access to your gaming account?

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,

Attila

Dear loubna_khalis, thank you for your response. Could you please confirm whether you have received any clarification from customer support regarding the restrictions on your account? If you have, I would appreciate it if you could share your correspondence with me. You can reach me via email at attila.g@casino.guru, or you may also attach screenshots here for reference.

Additionally, you mentioned that your original deposit was made through the Mobcash app. Could you kindly clarify whether this was one of the payment methods available on the casino's website, or is it a third-party payment processor?

Thank you for your patience and cooperation.

Deposit Method (MobCash): Regarding your question about MobCash, 1xBet employs people who can top up clients' accounts using their 1xBet IDs. The app itself wasn't the issue.

Technical Deadlock & Error Messages: When I try to withdraw using other agents (not the blocked one), a message appears stating I must use the exact same deposit method. This is impossible because 1xBet has blocked that specific agent and removed their name from the list of available agents in the app.

Contradictory Rules & USDT: I successfully deposited using USDT (TRC20). According to their own rules, withdrawals should be possible via the successful deposit method. After verifying my account, they removed the USDT option and forced the blocked agent option. I formally request they change my withdrawal method to USDT, an option they technically support and which I previously used successfully.

Further Restrictions Confirmed: To test a new method, I even tried to use a different agent to deposit funds into my account to open a new withdrawal channel. This failed; an error message appeared stating my account is restricted. This confirms 1xBet placed restrictions even after full verification, specifically to prevent access to my funds.

Deliberate Non-Responsiveness & Final Demand

I am the victim of a problem I have no control over, and 1xBet is deliberately ignoring me. I am now only demanding my money back. If they want to close the account afterward, I don't care, as the account is frozen anyway—I cannot deposit, withdraw, or place bets.

--------------------------------------------------------

This is a screenshot of the email I sent to 1xBet regarding my withdrawal issue. Their response was unhelpful. Here's another screenshot showing my attempts to withdraw via other agents or methods like Skrill and AirTM.

👇👇👇👇👇👇

Dear loubna_khalis,

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, Stefan (stefan.m@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,

Attila

Dear loubna_khalis,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from 1xBet Casino to join this conversation and assist in addressing the complaint.

Dear 1xBet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

thank you casino guru

Dear loubna_khalis,

We are sorry to hear about the issue you faced with.

Could you please provide us with a withdrawal request number?

We will do our best to solve the problem and to provide you with a solution.

Hope to hear from you soon.

Best regards,

1xBet Team

Dear Loubna Khalis,

Thank you for your message.

Please note that your deposits were made via the cash desk method — Fès - OLIVERIE FES. According to the payment rules and standard financial procedures, withdrawals must be processed through the same payment method that was used for depositing funds.

If you experience any technical difficulty when selecting this method, please contact customer support directly from your gaming account so the team can assist you further.

Kind regards,

1xBet Team

I am officially rejecting 1xBet’s generic response. Their insistence on the 'Cash' withdrawal method is not only logically impossible but is a direct violation of player safety and security protocols.

1. Logical Impasse (The Deactivated Agent):

1xBet continues to cite their 'Withdrawal via Deposit method' rule. However, they have terminated and blocked the specific local agent I used for depositing. Demanding that I use a channel that 1xBet itself has deactivated is a textbook example of 'Impossibility of Performance.' 1xBet is using their own administrative failure to justify the seizure of my funds.

2. Grave Security Risk (Coercion into Fraud):

The security team is forcing me to use a 'Cash' withdrawal via unknown third-party agents.

- I have no prior relationship or trust history with these new agents.

- 1xBet is effectively forcing me to hand over sensitive withdrawal codes to strangers, which creates a massive risk of theft and fraud.

- It is highly contradictory for a global platform to claim 'security compliance' while pushing a player into an unregulated, high-risk peer-to-peer transaction with strangers.

-They do not provide contact information for local agents on their website, forcing customers to search for agents on Facebook or WhatsApp numbers. These are unofficial channels, and in case of fraud, the conversation will not be documented because the communication took place outside the 1xbet platform.

- Even if you contact an unknown agent, they won't approve withdrawals because agents stipulate that withdrawals are only for clients who have deposited funds with them; they won't accept withdrawals from clients who haven't deposited funds with them.

3. The Legitimate Alternative (USDT):

I have a verified history of successful deposits via USDT on this account. According to Anti-Money Laundering (AML) standards and fair gaming regulations, when a primary method becomes defunct due to the operator’s internal changes, the operator is obligated to provide a functional, verified alternative. USDT is a secure, direct, and transparent method already linked to my account.

Conclusion:

I refuse to be redirected to a blocked agent or to risk my funds with unknown individuals. 1xBet’s failure to manage its agent network is not my liability.

I demand casino guru to compel 1xBet to:

1. Acknowledge that the original agent is inactive and blocked.

2. Stop forcing me into unsafe 'Cash' transactions with strangers.

3. Manually activate my USDT withdrawal path immediately to settle my balance.

Failure to resolve this will leave me no choice but to escalate this complaint to the Curaçao eGaming Licensing Authority for a formal investigation into 1xBet's fund retention practices.

"I would like to highlight to the Casino Guru team that 1xbet’s request for me to contact their support again is a clear stalling tactic. I have already provided numerous screenshots proving my case, yet their support consistently ignores the evidence and responds with 'robotic, prehistoric templates' that do not address the actual issue.

The company's insistence on sending me back to the same ineffective support loop—which I have already proven to be unrespoفغnsive—demonstrates bad faith. I kindly ask Casino Guru to review the evidence I have attached here, as the 1xbet support team has deliberately chosen to ignore it in favor of automated scripts."

ADDITIONAL EVIDENCE & FINAL NOTICE UPDATE:

I am providing Casino Guru with a critical update to prove 1xBet’s bad faith:

1. Proof of Termination (Reddy App): I have uploaded a screenshot from the "Reddy corporate application" (1xBet’s internal system) which confirms that the specific agent I used has been officially terminated and blocked by 1xBet. This proves that their insistence on me using this agent is a fraudulent tactic, as they are directing me to a channel they know is deactivated.

2. Formal Escalation: I have officially sent a "Final Notice" to 1xBet's Security Management, giving them a 48-hour deadline before I escalate this case to the Curaçao eGaming Authority (CEG).

3. Verified Status: My account is fully verified, and I have evidence of an email from their Security Department confirming my right to withdraw.

I urge Casino Guru to stop 1xBet from repeating "robotic templates" and force them to acknowledge that they have blocked the original deposit path, making a manual USDT withdrawal the only legal and secure solution.

Dear 1xBet Casino,

Could you please clarify how the deposit process works when using the cash desk method — Fès - OLIVERIE FES? We would appreciate a detailed explanation of how players can complete a deposit through this method.

Additionally, could you explain how withdrawals are handled when this payment method is used? Specifically, how can a player withdraw their funds in such a case?

Furthermore, would it be possible to add an alternative withdrawal method to the player’s account, which can be properly verified, so that the player is able to withdraw the funds without further complications?

We look forward to your response.

Dear Stefan,

Dear loubna_khalis,

Thank you for your message.

Please allow us to clarify the situation in detail.

According to the principle of proportionality of payment methods (withdrawal to the same method used for deposit), which is established in our financial regulations and AML policy, withdrawals must be processed via the original deposit method.

In this case, the deposits were made through the cash desk "Fès - OLIVERIE FES". Therefore, in accordance with the rules, withdrawal to USDT is not available, as this method was not used proportionally for the deposited amount.

Please note that this requirement is not discretionary but is part of mandatory financial and anti-money laundering procedures.

To proceed with the withdrawal, the player needs to:

-Submit a withdrawal request via the specified cash desk "Fès - OLIVERIE FES" in the gaming account.

-In case of any technical difficulty during the request process, contact our support team via email from the registered email address so the relevant department can review the case individually.

We remain ready to review any specific technical error, provided that a formal request is submitted or detailed information about the encountered issue is sent to our support team.

Kind regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your response and detailed explanation.

Dear loubna_khalis,

According to the information provided by the casino, it would be best if you withdraw the funds via the payment method which was used to deposit. Would it be possible for you to use this payment method?

We look forward to your response.

Dear Stefan

Dear 1xBet

I am writing to formally reject the generic and obstructive response provided by 1xBet. The company is deliberately shifting the burden of its administrative and technical failures onto me. I wish to emphasize the following critical points:

1. Logical Impasse (Deactivated Agent):

1xBet insists on the 'Cash' withdrawal via the original agent "Fès - OLIVERIE FES." However, 1xBet has terminated/blocked this specific agent. Demanding that I use a deactivated channel is a "Physical Impossibility." 1xBet is using its own internal decisions to justify the seizure of my funds.

2. Violation of AML Policies (The Irony of Coercion):

While 1xBet cites Anti-Money Laundering (AML) policies as an excuse, their actual instructions COMPROMISE these very policies. By forcing me to search for unknown agents on Facebook or WhatsApp, 1xBet is effectively:

- Pushing me into "Black Market" transactions.

- Encouraging undocumented and unverified P2P transfers outside the platform’s secure environment.

- This is a direct violation of international AML standards, as it encourages untraceable cash movements with unverified strangers.

3. Grave Security Risk:

- Lack of Official Channels: 1xBet does not provide official contact info for agents, forcing players into dangerous social media interactions.

- Fraud Risk: Handing over withdrawal codes to strangers on WhatsApp is a massive security breach.

- Agent Rejection: Unknown agents refuse to process withdrawals for players who did not deposit with them.

4. Proportionality & Liability:

I am NOT responsible for the deactivation of my trusted agent. Since 1xBet blocked the agent and restricted my account from play, they are legally and ethically obligated to provide a secure exit path via my verified USDT history, which is the only transparent and safe method left in my account.

Final Demand:

I demand that 1xBet immediately:

1. Acknowledge that the original agent is inactive and blocked.

2. Stop forcing me into unsafe, "Black Market" transactions on social media that violate AML integrity.

3. Manually authorize my USDT withdrawal path to settle my balance immediately.

Best regards

Dear 1xBet Casino,

Could you please comment on the situation? Specifically, would it be possible for the player to withdraw the funds via USDT, provided that ownership of the crypto wallet address is properly verified?

We look forward to your response.

Dear Stefan,

Dear loubna_khalis,

Thank you for your message.

If you wish to use a different withdrawal method, please be informed that, in accordance with company policy, you need to send a request to securi­­ty­-­e­n@­­1xb­­et­-­t­ea­­m.com asking to confirm and change your withdrawal method.

After the new payment method is verified via email, an alternative withdrawal option will be made available to you.

Kind regards,

1xBet Team

Dear 1xbet

For a month now, I've been contacting the security team. I've exhausted all methods; I've emailed all the addresses on your website to no avail. They ignore my messages and don't reply. Since you're a member of the 1xbet team, please contact them and explain my problem."

Dear 1xBet Casino,

Could you please contact the relevant department and escalate the withdrawal process? The player has been waiting for an extended period of time, and we would like to resolve this matter as soon as possible.

We look forward to your response.

Dear Stefan,

Dear loubna_khalis,

Thank you for your message.

Have you contacted your withdrawal method support team? if yes - please provide a screenshot of it.

Also, please note that you do not need to contact our Security Team for numerous times. Otherwise, your letters will be moved to the end of the queue and you will have to wait a long time for a response.

Kind regards,

1xBet Team

Dear 1xbet

I am attaching a screenshot regarding the poor support I have been receiving.

I have repeatedly explained that I cannot withdraw through the specific agent you are requesting, as that agent is blocked and no longer appears in my withdrawal options. Despite this, your support team continues to provide the same automated response, directing me to "Profile Settings" without addressing the actual problem.

Regarding the Security Department, I have not sent excessive messages. I am simply replying to the same email thread where I was informed that my account is fully verified.

I have explained my situation in detail, yet you insist on a withdrawal method through a blocked agent that is physically missing from the withdrawal list. Please review the attached screenshot and provide a manual solution to this technical deadlock.

Regards,

Hello loubna_khalis,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

​Dear Casino guru Team,

​Thank you very much for this update.

​I would like to express my sincere appreciation for the continuous efforts Stefan has put into resolving my issue. I am more than happy to wait for his return, as I truly value his expertise and the professional support he has provided so far.

​Please convey my gratitude to him, and I wish him a very pleasant and relaxing holiday.

Dear loubna_khalis,

Could you please update us on the situation? Did you manage to receive any information from the support about the available agents for the withdrawal which was used to deposit?

Dear 1xBet Casino,

Could you please state why the player is unable to withdraw the funds using the USDT, as they have a history of using this verified payment method?

I look forward to your response.

Dear stefan

No, their support team hasn't contacted me; they're ignoring my problem when I message them.

Dear Stefan,

Dear loubna_khalis,

Thank you for your message.

The player was contacted by our support team and was provided with instructions.

We kindly ask you to follow them.

Thank you.

Kind regards,

1xBet Team

No one has contacted me or offered me a way to withdraw my funds that are being held by you. Show me a screenshot proving that you contacted me and offered me a solution to withdraw my funds that are being held because you banned your agent.

Hello loubna_khalis,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok no problem

Dear loubna_khalis,

Did you manage to get in touch with the casino representative or support / live chat?

I look forward to your response.

They haven't contacted me, and I've messaged them several times before. They ignore my real problem and give me automated, pre-prepared responses without bothering to investigate or solve it. I've been cooperative with them, but they haven't.

Dear 1xBet Casino,

Could you please provide the relevant instructions here, as it appears that the player has not yet received any communication from your side?

I look forward to your response.

Dear Stefan,

Dear Loubna Khalis,

Thank you for your message.

Please note that, according to our payment rules and standard financial procedures, withdrawals must be processed using the same method that was used for the deposit. In your case, the original deposit method was 1xBet Cash, specifically the cash desk Fès - OLIVERIE FES.

• If this exact cash desk is no longer visible in the list of available withdrawal options, please select another nearest available cash desk under the same 1xBet Cash method and submit a withdrawal request through that option. Immediately after submitting the request, please write to security-en@1xbet-team.com and inform the Security Department about the withdrawal request that was made.

If you still cannot complete the withdrawal according to the provided instructions, please provide a video recording showing the full process: how you submit the withdrawal request and write to the Security Department right after that.

Kind regards,

1xBet Team

I don't know of a new withdrawal office because your website doesn't provide any way to contact the agents listed on 1xbet. Please provide me with a way to contact agents in Fez, Morocco so I can complete the process.

Dear loubna_khalis,

Did you manage to provide the casino support with a video how you try to request a withdrawal using the above mentioned payment method?

I look forward to your response.

Yes, I contacted them several times through all the email addresses listed on the 1xbet website. I explained the situation and sent numerous screenshots proving that their website lacks a way to contact local agents in the cash withdrawal section. However, they haven't resolved my issue and continue to send automated replies, avoiding any solution. They're holding my funds for no reason, and the problem is their own doing. They banned the agent who initially made my deposit. Now, they must provide me with a way to contact local agents to withdraw my funds, as I haven't found any such option on the 1xbet website.

Dear 1xBet Casino,

We kindly ask you to provide the relevant information here and assist the player directly, as they have not received adequate support outside of the complaint thread.

Additionally, we would appreciate it if you could resolve this matter at your earliest convenience, as it has already been ongoing for an extended period of time.

We look forward to your response.

Hello,

Thank you for your message.

Please note that our support team will contact you either by email or by phone in order to assist you further with this matter and try to help resolve the withdrawal issue.

We kindly ask you to wait for a response from the support team. You should be contacted in the nearest time.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Thank you, I'm waiting

Dear loubna_khalis,

Did you manage to resolve the matter with the casino support?

I look forward to your response.

Dear stefan

No, they haven't contacted me about providing a way to contact a local agent so I can withdraw funds. They're still asking me to withdraw to an unknown agent. This is a message I received from them previously, and I replied to it.

Hello,

Thank you for your message.

Please note that the email with instructions was sent to you on the same day.

However, at the moment we do not see any withdrawal attempts from your account according to the provided instructions. We also have not received any further reply or follow-up from your side regarding this matter.

We kindly ask you to check the previously sent instructions and follow them accordingly. If you still experience any difficulties, please reply directly to the support team so the relevant department can continue assisting you.

Thank you for your cooperation.

Best regards,

1xBet Team

Please note, I cannot withdraw because you did not provide me with contact information for a local agent, and I did reply to the email you sent me.

The screenshot below shows my reply to your email, but you haven't responded..

Dear 1xBet Casino,

We would like to kindly ask you to respond to the player’s emails and provide them with clear assistance regarding how to proceed with the withdrawal process.

The matter has been ongoing for some time, and we would appreciate your cooperation in helping the player resolve the issue as soon as possible.

I will be awaiting your reply.

Hello,

The support team already provided you with clear instructions, however your replies are related to a different matter and not the actual withdrawal procedure explained to you.

Please note that you do not need any separate contacts from our side. You need to go to the "Withdrawals" section in your account, select "Cash", and there you will see all available cash desks. You should choose the one that is most convenient for you and create the withdrawal request through it.

After that, you need to contact the phone support service in order to confirm the withdrawal to the new cash desk.

However, we can also see that there is currently no phone number linked to your account. In such cases, we are unable to complete verification and confirm the payment via phone support.

Please also note that for a successful withdrawal confirmation, the verification process must be completed within no more than 2 hours. Therefore, having a verified phone number linked to the account is required.

We kindly ask you to follow the provided instructions accordingly.

Best regards,

1xBet Team

My responses were clear, and I previously added my number, but your support doesn't cover the basics. You seem unfamiliar with the 1xbet withdrawal system via agent. Prior contact with an agent is required for a withdrawal to be processed. How am I supposed to choose an agent and provide them with my bank account number when I have no way to contact them? How will they release my funds without contacting an agent? How am I supposed to give them my bank account details to complete the transaction? And how am I supposed to give them the code? You're confusing things. I added a phone number to my account. Please provide me with the contact information for a local agent in Fez so I can give them my bank account number and they can release my funds.

I have now followed your instructions and requested a withdrawal through an agent I don't know. I am waiting for your support team to approve the withdrawal and provide me with contact information so I can give the agent the withdrawal code and my bank account number or USDT wallet address to release my funds. These are screenshots to prove what I did, and here is the message your support team sent me..

Update: You stated that after I completed the steps you mentioned, support would approve my request within two hours. More than two hours have passed, and they have not approved it, have not responded, and have not contacted me via email or phone. They are ignoring my current and previous messages. You show no intention of completing my withdrawal and are stalling to make me give up and leave my money on your platform. You are completely uncooperative, even though I have been extremely cooperative with you. You keep prolonging the problem. Four months have passed, and you still do not want to resolve it. The mistake is not mine; it is your agent's, whom you have blocked.

Dear loubna_khalis,

Thank you for the update regarding the situation.

Could you please confirm whether you have added a phone number to your account so that the casino may contact you and confirm the payment details if necessary?

Dear 1xBet Casino,

It appears that the player attempted to withdraw the funds using the same payment method that was previously used for deposits. However, according to the player, the withdrawal was refused due to the fact that a different betting shop was selected than the one used during the deposit process.

Could you please clarify this situation and comment on whether the withdrawal can be processed using the same payment method despite this issue?

I look forward to your response.

Dear stefan : Yes, I added my phone number and followed 1xbet's instructions, and I sent a message to support, but I haven't received a reply and they haven't approved the withdrawal.

Dear loubna_khalis,

Thank you for your response and the information provided.

We have noted the information and will now wait for the casino’s response and further clarification regarding the matter.

We will keep you updated once we receive any new information.

ok thank you

Hello,

Please repeat the withdrawal request and immediately call the hotline using the number provided in the "Contacts" section of the website right after submitting the request.

This is necessary to complete the confirmation process within the required timeframe and allow the support team to assist you further with the withdrawal.

Best regards,

1xBet Team

Firstly, I have done what was required, so why am I calling? You should be the ones contacting me since you are the ones holding my money. I am available via WhatsApp and email. Secondly, I would like contact details for the agent so that he can release my money to my account.

Hello loubna_khalis,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello dear Stefan

Thank you for your efforts in resolving my issue. Happy holidays, Stefan.

Dear loubna_khalis,

I hope you are doing well.

At this stage, it would be best to follow the casino's instructions so that the withdrawal can be processed as quickly as possible.

Could you please let us know whether you have managed to follow the withdrawal instructions provided by the casino and whether there have been any developments regarding your withdrawal request?

I look forward to your response.

I followed the instructions and called the number they told me was 1xbet, but the number doesn't work.

Dear 1xBet Casino,

It appears that the player attempted to call the provided phone number, but the call was not answered.

Could you please assist the player with the next steps and advise them on how to proceed with the withdrawal process? If an alternative payment method or a specific time for the call is required, we would appreciate it if you could provide these details.

I look forward to your response.

Hello,

We would like to point out that your last withdrawal attempt was made almost a month ago — on 19.05.2026.

At this stage, we kindly ask you to follow the instructions that were provided to you earlier. Please submit a new withdrawal request through the website and immediately contact the hotline after creating the request so that the necessary verification and approval procedure can be completed.

From our side, it appears that only one attempt was made, after which no further withdrawal requests were submitted for nearly a month. Unfortunately, if no new requests are created and the required confirmation procedure is not completed, the issue cannot move forward.

Therefore, please:

-Create a new withdrawal request;

-Immediately call the hotline listed in the "Contacts" section;

-Follow the instructions provided by the support operator.

If the withdrawal is not approved, repeat the procedure and contact the hotline again. The resolution of this issue depends on completing these steps.

Best regards,

1xBet Team

Yes, but the number didn't work and I couldn't complete the withdrawal. Please provide me with a working number so I can complete the withdrawal and give you a code to contact an agent who will release my funds.

Dear loubna_khalis,

I would kindly ask you to submit the withdrawal request during the casino’s working hours, and then place a call to the support number after the request has been made. It is possible that the previous attempt to reach them was outside their operating hours.

Please let us know once you have completed these steps.

I look forward to your response.

Dear stefan

I followed all the steps and their number called me during working hours. They asked me to call so I could withdraw the money, but the number wasn't working; it seemed blocked. They made it a condition that I call.

Dear loubna_khalis,

Thank you for your response.

Could you please confirm the phone number you were calling so we can doublecheck with the casino whether you have correct phone number?

I look forward to your response.

This is the number (080-0090025). I called several times, but it was blocked by the service provider in Morocco.

Dear 1xBet Casino,

Could you please confirm whether the phone number provided to the player belongs to your company?

If so, could you also explain why the player has been unable to reach it despite multiple attempts?

Thank you in advance for your clarification.

I look forward to your response.

Hello,

Thank you for your message.

To help us investigate this issue further, we kindly ask you to provide screenshots of your call history clearly showing your attempts to call the number you mentioned.

Additionally, please make sure that you are calling only the official phone numbers listed in the "Contacts" section of our website. These are the official support numbers available for your region.

Once we receive the screenshots of your call attempts, we will forward the information for an additional check and review the situation with the responsible team.

Thank you for your cooperation.

Best regards,

1xBet Team

This is a screenshot from my previous calls.

Hello,

Thank you for providing the information.

We are checking it with the team and will get back to you as soon as possible.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your response.

We appreciate your willingness to investigate the matter. Please let us know the outcome of your review once you have verified the phone number and the player's call attempts with the relevant team.

I look forward to your response.

Hello,

Thank you for your patience.

We have received an update from our Arabic phone support team regarding your case.

Our phone support specialist personally contacted the phone number currently linked to your account. However, the person who answered the call did not pass the identity verification procedure. During the verification, the caller provided incorrect personal details, including the account holder's full name. The person also stated that they were the sister of the account owner.

As the identity verification was not successfully completed, our team was unable to proceed with any further actions regarding the account.

The support specialist asked that the actual account owner create a callback request at a convenient time so that our team can contact the account holder directly and complete the required verification procedure.

We would also like to note that, according to the available records, we do not see any previous callback requests from the account owner.

Please create a callback request at a convenient time and ensure that the account owner personally answers the call and completes the identity verification.

Best regards,

1xBet Team

No, I haven't received any calls. It seems there's a problem with your numbers with Moroccan service providers. Please contact me on WhatsApp if you encounter any issues, as I haven't received any calls from you. If you can't reach me by phone, you can contact me via WhatsApp.

Dear loubna_khalis,

I hope you are doing well.

Could you please explain why you did not answer the verification call yourself and why your sister answered it instead?

Please keep in mind that this call is part of the casino's verification process. For this reason, it is important that you answer the call personally or, if requested by the casino, contact them yourself after submitting your withdrawal request.

Dear 1xBet Casino,

Thank you for your continued cooperation.

Would it be possible to contact the player via WhatsApp if they are experiencing difficulties with the standard phone verification process?

I look forward to your response.

I didn't receive any calls, dear Stefan. How can you say my sister answered them? I didn't receive any calls from them at all. They claim they called me, but I didn't receive any of their calls.

Hello,

Thank you for your message.

We have rechecked the information, and we can confirm that there are no errors in the contact details available to us.

Our phone support specialist called the phone number linked to your account. It is not possible for our system to call any other number, as outgoing calls can only be made to the phone number registered in the account.

Unfortunately, we are not authorized to contact customers via WhatsApp or use it as an alternative communication channel for verification.

We kindly ask you once again to create a callback request through the website or the mobile application at a time that is convenient for you. Your request will be processed in the order it is received, and our phone support team will call you again on the phone number linked to your account to complete the identity verification.

If you believe, that there is a mistake - please clarify which phone number you were expecting the call on and which number you were calling from, so we can make sure it matches the phone number linked to your account.

Thank you for your cooperation.

Best regards,

1xBet Team

Even I haven't received any calls from you, and my phone is always in my pocket. The problem is with you, not me. You're the one who needs to find a solution, not me.

Dear loubna_khalis,

There is probably an issue because the international dialing prefix may not have been included when calling the number 080-0090025. I will contact the casino to confirm the correct international dialing format so that you can reach them successfully.

Dear 1xBet Casino,

Could you please let us know the correct international dialing format for the phone number 080-0090025? Specifically, which country code or international prefix should the player use when calling this number from abroad?

I look forward to your response.

Hello,

Thank you for your message.

We have once again reviewed the history of this case together with our phone support team.

We would like to point out that since the last successful contact attempt on July 8, there has not been a single callback request created by the player. Despite our repeated instructions over the past several months, no callback requests have been submitted from the account.

The phone verification process can only be completed after the player creates a callback request through the website or the mobile application. Unfortunately, our instructions have been repeatedly ignored, which makes it impossible for us to proceed with the verification and resolve the issue.

For the convenience of both the player and the Casino Guru team, we are attaching screenshots showing where the callback request can be created:

-in the web version of the website;

-in the mobile application.

We kindly ask the player to follow the provided instructions and create a callback request. Once this is done, our phone support team will contact the player to complete the required verification procedure.

Unfortunately, we will not be able to assist further unless the player follows the required verification steps. We remain ready to help as soon as these instructions are completed.

Thank you for your cooperation.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your response and for the information provided.

Dear loubna_khalis,

Based on the information provided by the casino, it appears that a callback request has not yet been created from your account. As the phone verification is a required part of the verification process, we kindly ask you to submit a callback request through your account within the next seven days, following the instructions provided by the casino.

If you fail to do so, we will have no other option but to reject the complaint due to a lack of cooperation, as we will be unable to continue investigating the case.

Your understanding and cooperation are much appreciated.

I look forward to your response.

Zakaria Khalis <zikokhaliss@gmail.com>

4:17 PM (0 minutes ago)

to me

Dear Stefan,

Without even verifying, you claimed that I was uncooperative. However, all the evidence and messages I sent previously clearly prove 1xbet's lack of cooperation. You failed to mention that the casino was the one being uncooperative.

I requested a callback several times and currently have a pending request (see attached screenshot). Furthermore, I called multiple times without receiving any cooperation from 1xbet. If you are biased toward 1xbet, that is on you. If you wish to close the case, keep in mind that I have submitted all the evidence, which is fully documented on your website.

It is 1xbet that is uncooperative, not me—yet ultimately, you label me as the uncooperative one. I honestly did not expect this kind of response from you.

Dear 1xBet Casino,

Thank you for your response and for the information provided.

The player has now informed us that they have submitted a callback request and has provided a screenshot indicating that the request is currently pending.

Could you please let us know how long it typically takes for a callback request to be processed? Additionally, could you check the status of the player's current callback request and provide us with an update?

We look forward to your response.

Hello,

Thank you for your message.

We understand your concerns. However, according to the information available, the callback request has already been created.

At this stage, we kindly ask you to wait for the call from our Phone Support Team and cooperate with the specialist during the conversation. The telephone verification is a required step in the verification procedure, and it is necessary for your case to move forward.

Once the call has been successfully completed, the responsible department will be able to continue reviewing your case.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your response and for confirming that the callback request has been successfully created.

Could you please clarify why the callback has not yet been completed and provide us with an estimated timeframe for when the player can expect to receive the call from your Phone Support Team?

As the callback request has already been submitted, we would appreciate any information that could help the player understand how long the process is expected to take.

I look forward to your response.

dear stefan

They deleted my account after I did what they asked. They deleted my account and took my money, and here is a screenshot. I cannot access my account because they blocked it.

Sorry, the mistake was on my end. They didn't block my account. Sorry, but I didn't receive a call from 1xbet.

Hello,

We would like to clarify the situation regarding the phone verification.

According to our records, there was one call on 01.08.2026 at 19:00, which lasted approximately 40 seconds. During the first 10 seconds, you said "Hello" and "Hi", after which there was no further response from your side. The operator repeatedly asked whether you could hear them, requested that you call back and submit a new callback request, and then ended the call. No further response was received from you.

We kindly remind you that we will not be able to assist you in completing the withdrawal process if you do not cooperate and follow the instructions provided by our support team. These instructions have already been explained to you several times.

Please follow the provided instructions and complete the required verification procedure so that we can proceed with your case.

Best regards,

1xBet Team

Your statement is incorrect. No one contacted me. This is a screenshot from my phone. I am cooperating. You want to take my money through this trick. Fine, prove it with a video or audio recording that you contacted me and did what you are saying. No one from your side has ever contacted me. Enough of this nonsense. It makes no sense that I am demanding my withheld money, yet when you call, I don't answer.

Dear 1xBet Casino,

Thank you for the clarification.

As the player disputes that the call took place and has provided evidence showing that no call was received, could you please provide us with the records of the call from 01.08.2026?

You can send the relevant records directly to my email address at stefan.m@casino.guru.

I look forward to your response.

Hello,

Checking the possibility to provide a record of the call.

As soon as there will be an update - we will notify.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for the update.

We appreciate you checking whether the call record can be provided. As the player disputes receiving the call, we believe that reviewing the relevant call records would be helpful in clarifying the situation.

Please let us know once you have an update and, if available, kindly provide the call record or any other relevant evidence confirming the call attempt on 01.08.2026 at approximately 19:00.

We look forward to your response.

Hello,

Thank you for your message.

We have reviewed the request regarding the call recording. Unfortunately, we are unable to provide internal call records or recordings to third parties. Within the scope of our applicable policies, we have already provided all information and clarification that can be shared regarding this matter.

If the player requires any additional information or wishes to pursue the matter further, they may contact the relevant regulatory authority.

From our side, the previously provided instructions remain unchanged. The player should submit a new callback request and complete the telephone verification to confirm their identity as the account holder. Once the verification is successfully completed, the responsible specialists will be able to assist the player further with the withdrawal approval process via a new cash address.

Thank you for your understanding and cooperation.

Best regards,

1xBet Team

You can't provide a registration because you didn't even contact me. Don't offer policy arguments or anything trivial; you're just trying to steal my money. It's shameful that a company the size of 1xbet would be after $100.

Dear 1xBet Casino,

As this issue has been ongoing for an extended period of time and there appears to be a continuing dispute regarding the attempted telephone verification, we would like to propose an alternative approach to move the case forward.

Would it be possible to arrange a verification call with the player at a mutually agreed date and time? This would allow the player to be prepared for the call and should help avoid any further uncertainty regarding missed or unsuccessful callback attempts.

If this is possible, please let us know how such a call can be arranged and what information or steps are required from the player beforehand.

We hope this could provide a practical way to complete the required verification and proceed with the player's withdrawal.

Thank you for your cooperation.

I look forward to your response.