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Dear Mediation Team,

I am submitting this complaint regarding an unresolved withdrawal issue with 1xBet dating back to May 19th.

Case Summary:

Withdrawal Request: On May 19th, I placed a withdrawal using the "1xBet Cash" option assigned to the location Amaravati VIP Zone 2.

The Problem: The local agent claimed/redeemed the unique withdrawal code generated by my account; however, the agent never handed over the cash nor transferred the funds to my bank account.

Support Response: When I contacted customer support (info-ind@1xbet-team.com), they claimed the amount had been successfully deposited into my bank account and requested a PDF bank statement, along with the agent's Cashier ID and EPOS ID.

Compliance & Deadlock: I provided a full PDF bank statement verifying that no credit was ever received, along with full chat screenshots. However, as a regular customer, I was never provided an agent Cashier ID or EPOS ID.

Despite providing all requested documentation, the issue remains unresolved, and the casino has not provided any valid UTR/transaction reference number to substantiate their claim that funds were delivered.

Requested Resolution:

I request 1xBet to either credit the missing payout directly to my verified bank account or refund the disputed amount back to my 1xBet gaming

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Hello,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you please share your bank statement covering the relevant period? You can send it to me via email at attila.g@casino.guru.

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

Dear Riiks,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru