1xBet Casino - Pelaajan kotiutus on merkitty suoritetuksi, mutta maksamattomaksi.

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Dear irem, thank you for submitting your complaint. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila G.

Hello Attila,

Thank you for your response.

I have successfully completed many withdrawals from my 1xBet account in the past without any issues. This is the first time I am experiencing such a problem.

Previously, I completed the verification process by sending my ID photo to 1xBet as requested. After this verification, I continued using my account and making withdrawals. Therefore, I consider my KYC verification to be completed.

Regarding this withdrawal, I contacted 1xBet many times via live chat and email. I also provided my bank account transaction history to 1xBet, clearly showing that no payment was received. In addition, I sent them screenshots showing that the withdrawal is marked as "completed/paid" in their system.

I would also like to add that I submitted a complaint on Sikayetvar.com. In the response under my complaint, I was instructed to send an email with my bank statement, and I was told that the issue would be resolved within 1 day after sending it. I followed this instruction and sent the requested email. However, no resolution was provided, and the issue remains unresolved.

Despite all these efforts, no bank transfer reference number or official proof of paymenthas been provided to me.

I have attached the relevant email correspondence and live chat screenshots.

Thank you for your support.

Kind regards,

Dear irem,

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, Hadi (hadi.a@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 G.

Dear irem,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 1xBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 1xBet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the Unpaid but completed withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear irem,

Thank you for your message and for providing all the detailed information regarding your withdrawal.

We would like to inform you that your case has been received and is currently under review by the relevant department. The information you provided has been forwarded to our specialists, and we are actively working on clarifying the situation and resolving the issue.

Please be assured that your request has not been overlooked. As soon as we receive an update or final clarification, we will inform you accordingly within this complaint thread.

We kindly ask for your patience and understanding while the review is in progress.

Kind regards,

1xBet Team

Hello,

Thank you for your response. However, at this stage, repeating that the case is still under review without providing any concrete information is not sufficient for me.

The withdrawal in question was requested on 17.12.2025 and is marked as "completed / paid" in your system. Despite this status, no funds have been received by me.

I have already provided all requested information and fully cooperated throughout the process. I was initially informed that the review would be completed within 1 day, later this was extended to 11 days, and both of these timeframes have now passed without any clear outcome.

At this point, instead of vague statements such as "the review is ongoing," I expect a clear and verifiable update. If the payment has been made, please provide official proof of payment including the bank name, transaction date, and transfer reference number. If the payment has not been made, please explain why the withdrawal is shown as "paid" in your system and either reprocess the transaction or return the funds immediately. I also expect a clear timeline for when this review will be finalized.

Providing this information is necessary for both myself and the CasinoGuru moderation team to properly assess and conclude this complaint.

I am expecting a concrete and verifiable update as soon as possible.

Kind regards,

İrem ****

Dear irem,

Thank you for your message.

To continue the investigation and verify the status of your withdrawal, we kindly ask you to provide an official bank statement covering the period from the date of your withdrawal request (17.12.2025) up to the present. The statement should clearly show that the funds have not been received during this period and must include your bank account number.

You may upload this document directly in your Personal Account within the payment inquiry section, or alternatively, you can send it by email to odemeler@1xbet-team.com

for review by the relevant department.

Once we receive this information, our specialists will be able to proceed with checking the transaction and provide you with a more detailed update.

Thank you for your cooperation and understanding.

Kind regards,

1xBet Team

Hello,

After this issue occurred, I have completed multiple deposits and withdrawals from my 1xBet account without any problems. While my account continues to function normally, it is unclear why only the withdrawal requested on 17.12.2025 remains unresolved and why no clear explanation has been provided.

I would also like to state that I have uploaded my updated bank statement again today, covering the period from the withdrawal request date up to the present, via the payment inquiry section. This document has already been provided multiple times before, both by email and through my personal account, as requested.

If there had been any issue related to my account status, identity verification, or transaction security, the deposits and withdrawals I made after this incident should not have been processed successfully. Despite this, only this single withdrawal has been left in an unresolved and unclear state for weeks, which is unacceptable.

All requested documents regarding this withdrawal have been submitted fully and repeatedly. Nevertheless, I have not been given a clear reason as to why this case cannot be finalized, nor have I received any transparent or satisfactory information.

I respectfully request that this matter be concluded clearly and without further delay.

Kind regards,

Dear irem,

Thank you for your message.

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

Sorry for the waiting and hope for your understanding.

Kind regards,

1xBet Team

Thank you for both updates.

I will continue to monitor this thread and look forward to your forthcoming updates.

Dear irem,

Sorry for the prolonged time of waiting.

We expect a reply from the payment provider in nearest days and will immediately update you here.

Highly appreciate your assistanse and updates.

Have a nice day!

Kind regards,

1xBet Team

Dear irem,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear İrem, dear Hadi,

Thank you for your patience.

According to the latest information received from the payment department, the withdrawal request in question has successfully reached its final status.

Kind regards,

1xBet Team

Dear İrem,

As we have not received any response from you within the given time frame, and based on the latest update from the casino stating that the withdrawal has reached its final status, we are forced to close this complaint as rejected due to lack of further confirmation from your side.

Please understand that without your cooperation or confirmation regarding the current status of the payment, we are unable to continue the investigation.

If the issue persists or if you believe the matter has not been resolved, you are welcome to reopen this complaint at any time. Simply contact us again, and we will be happy to reassess the case and continue assisting you.

Thank you for using our complaint resolution center.

Best regards,

Hadi