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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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

> Hello Tomas,

Thank you for your message.

Yes, I have made successful withdrawals from the casino in the past without any issues.

Yes, I have successfully passed the full KYC verification process.

No, my winnings were not accumulated with the help of any bonus; they were from my own deposits and regular betting.

I hope this information helps clarify my case, and I’m ready to provide any additional documents or evidence if needed.

Best r

egards,

Eslam

Hello,

I noticed that the remaining time for my complaint is about to expire, and I want to confirm that I have not received the funds yet.

I have submitted all the required evidence (videos, screenshots, conversations) proving my claim, and I am following up seriously.

I request your urgent intervention and action before the deadline to ensure the issue is resolved without further delay.

Thank you for your understanding.

Hello,

So far, I have not received any response from the company regarding my issue, neither via email nor through this platform.

I have attached here screenshots from the live chat where the agents stated that they escalated my case since yesterday, as well as a screenshot of the email from two days ago without any follow-up from the company.

I kindly request to extend the complaint time if the company does not respond before the deadline, so that the case will not be closed without a solution.

I am cooperative and ready to provide any additional documents if required.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello eslammosad97392,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1xBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Hello Attila,

Thank you for your support. I have already provided all the evidence to 1xBet, but after more than 38 days the company has still not sent my funds. This delay is unacceptable. I kindly ask for your strong assistance in ensuring that 1xBet processes my withdrawal immediately.

Best regards,

Eslam

Hello Eslam,

In order to identify your account and check the details of your case, could you please provide us with the following information:

• Your account (gaming) number
• The country of your registration
• The withdrawal request number (or, if unavailable, the exact date and time of the withdrawal request)

Once we receive this information, we will be able to review your case more thoroughly. Thank you in advance.

Best regards,

1xBet Team

Dear Casino Guru Team,

I would like to clarify that I have previously sent all evidence related to my case to 1xBet, including videos, wallet screenshots, account statements, copies of ID and passport, and everything that proves my ownership of the account and funds.

I've only dealt with one authorized agent within the program. However, after sending a video of a conversation between two unknown people, it turned out that the first person didn't respond and asked, "Who are you?" while the second person blocked me.

Now, the company is repeating the same claims despite the fact that I have recently been disturbed by all the evidence, including videos, photos, and wallet statements.

I demand an immediate transfer of my funds to my wallet within 24 hours, due to the company's apparent delays and procrastination. If no response is received, I will escalate the issue to all social media channels and international platforms without hesitation.

Suggested attachments:

Pictures of the two unknown persons

عزيزي فريق Casino Guru ،

أود أن أوضح أنني أرسلت سابقا جميع الأدلة المتعلقة بحالتي إلى 1xBet ، بما في ذلك مقاطع الفيديو ولقطات شاشة المحفظة وكشوف الحساب ونسخ الهوية وجواز السفر وكل ما يثبت ملكيتي للحساب والأموال.

لقد تعاملت مع وكيل معتمد واحد فقط داخل البرنامج. لكن بعد إرسال مقطع فيديو لمحادثة بين شخصين مجهولين، تبين أن الشخص الأول لم يرد وقال "من أنت؟"، بينما قام الشخص الثاني بمنعي.

الآن ، تكرر الشركة نفس الادعاءات على الرغم من حقيقة أنني استاءت من جميع الأدلة مؤخرا ، بما في ذلك مقاطع الفيديو والصور وكشوف حساب المحفظة.

أطالب بالتحويل الفوري لأموالي إلى محفظتي في غضون 24 ساعة ، بسبب التأخير الواضح والتماطلة من قبل الشركة. إذا لم يتم تقديم أي رد، سأقوم بتصعيد القضية إلى جميع قنوات التواصل الاجتماعي والمنصات الدولية دون تردد.

المرفقات المقترحة:

صور الشخصين المجهولين

Dear 1xBet Casino,

Could you kindly provide more information on why the player is required to undergo the verification process once again?

Thank you for your cooperation.

Best regards,

Attila G.

Hello Eslam,

After reviewing your case, we would like to clarify that your withdrawal request was submitted as a cash withdrawal through a cashier. According to the responsible specialists handling such cases, as of yesterday, the status of your issue is unfortunately still under review by our Payment Department.

We kindly ask you to allow some additional time while the specialists continue working on resolving the matter.

Thank you for your understanding.

Best regards,

1xBet Team

We have already waited long enough — over 45 days — for this withdrawal to be processed. Your response today is just another delay, and we cannot accept further excuses. The deadline set by the complaint platform ends tomorrow at 2:00 PM, and no additional time will be granted.

We have prepared all legal steps, including engaging an international attorney, and all evidence (emails, live chat logs, transaction history, and social media publications) will be submitted immediately after the deadline.

This is your last opportunity to process the withdrawal of 7,070 SAR before irreversible legal and regulatory actions are initiated.

From the beginning, I requested via email that the withdrawal be transferred to my UrPay wallet, and I made deposits into the wallet to prove my ownership.

Nevertheless, the company completely ignored this request and continued deliberate delays, including attempts to reset the deadline to postpone the transfer.

At 2:00 PM tomorrow (Thursday), we will engage an international attorney to file a legal case, including a substantial compensation claim for over 45 days of delay.

The attorney will be provided with all files, screenshots, and videos related to the complaint, including emails, live chat logs, and transaction history, to strengthen the case.

Legal and social escalation will commence immediately, and we will not wait for the new deadline to end due to the company’s deliberate stalling.

All correspondence from the start of the complaint until Thursday will be documented to show the company’s manipulation and time-wasting tactics.

Final reminder: The deadline expires in less than 30 minutes. If the funds are not transferred immediately, legal actions will start without further notice."

Dear 1xBet Casino,

Could you please provide us with any additional information regarding the prolonged verification process? Are there any specific issues with the player’s account?

Additionally, could you indicate when the player can expect to receive his withdrawals?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Dear Attila,

Thank you very much for your assistance. However, I would like to point out that the casino is deliberately prolonging the process by posting a comment at the very last moment, which causes the countdown to restart for another 7 days. This has already happened and is clearly just a delaying tactic.

Therefore, I kindly ask Casino Guru to set a strict and short deadline (for example: 24 hours) for the casino to provide a concrete solution and complete the withdrawal. If they ignore this deadline, it will serve as clear evidence of their delaying behavior, and I will use it as part of the documentation provided to my international legal advisor.

Thank you for your support.

Dear Attila, Dear Eslam,

The complaint remains open, and we are still awaiting the final confirmation from the authorized agent involved in the case. At this stage, our Payment Department has already collected the necessary materials for review, including confirmation that the withdrawal was processed in parts.

We cannot provide an exact timeframe; however, once the specialists obtain the final confirmation, the player will be notified directly via email where the investigation is being handled.

We kindly ask for your patience and understanding while the verification process is finalized.

Best regards,

1xBet Team

Dear Attila,

I would like to point out that this complaint has now been ongoing for over 16 days on the platform without any real progress. The company keeps repeating the same generic responses only to delay time, while I as a player have been waiting for more than 50 days since my withdrawal request without receiving my funds.

Initially, you asked them to provide a transfer receipt, but they never did. Later, they claimed the funds were with the treasurer, and now they say they are still "investigating". This is a clear contradiction and deliberate stalling.

I kindly ask you to take a decisive stance:

Either the company is given a strict and very limited deadline to transfer the funds and provide official proof,

Or the complaint is closed in my favor so I can use it as evidence in my case with the Financial Ombudsman and my legal advisor.

I expected the platform to apply more pressure to resolve the matter quickly, but so far, the company is only using this process to gain more time at my expense.

Sincerely,

E**** M****

Dear eslammosad97392,

Both sides are given a 7-day timeframe to respond to the complaint. I understand your frustration with the lack of progress, but this timeframe should be respected.

That said, if it becomes clear that the casino is attempting to delay without any genuine intention to cooperate, we will take the appropriate measures.

I remain hopeful that we can reach a successful resolution in this case. Thank you for your patience and understanding.

With kind regards,

Attila G.

Dear all,

Our Payment Department is still conducting an internal investigation regarding this case, and we are currently awaiting the requested proofs from the payment agent. For full transparency, we have provided detailed information about the reasons for the extended verification and current status directly to manager Attila via email. We kindly ask that you review this correspondence and grant us additional time to resolve the matter. Thank you for your understanding.

Best regards,

1xBet Team

Dear Attila,

I completely reject the repeated delays by this company. It is now close to two full months since my withdrawal request (10/07/2025), and until today I have not received any official proof or payment receipt. The company keeps using the same excuses and is only exploiting this platform to waste more time.

Let me be clear: if the company believes that I will get tired and give up, it is wrong. I will never stop pursuing my rightful funds, and I will continue with all necessary legal actions—through my lawyer and regulatory authorities—until I recover every single amount owed.

I will not accept any further extensions, and I urge the platform to take this clear obstruction seriously.

Sincerely,

E*** M****

Dear Attila,

Please find attached the screenshots of the latest communication I received directly from 1xBet. They asked me to contact a "WhatsApp agent" outside the platform to get my money back.

I consider this an attempt to avoid responsibility and to push me outside the official complaint process. I kindly ask Casino Guru to review this behavior, as my complaint has already been pending for almost 2 months.

At this point, I expect either:

1. A direct transfer of my withdrawal to my account within a specific deadline, or

2. The complaint to be resolved in my favor so I can use it as evidence for the financial ombudsman and my lawyer.

Thank you for your support.

Best regards,

E**** M****

Dear Attila, Dear Eslam,

We would like to inform you that we have finally received all the necessary materials from the payment agent and carried out a thorough investigation, carefully verifying both the agent’s and the player’s documents.

At this stage, the payment agent has already attempted to contact you directly in order to coordinate the withdrawal. However, we have not yet received confirmation of your response. We kindly ask you to check your messenger and communicate with the agent so that the settlement of this case can be finalized without further delay.

Thank you for your cooperation.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for the update.

Dear Eslam,

I understand your frustration. However, I kindly ask you to respond to the payment agent in order to complete the payout. Should any issues arise, please know that you can continue to rely on our complaint resolution team. I will also keep this complaint open until we receive confirmation from your side.

Thank you in advance.

Best regards,

Attila G.

Dear Attila,

I would like to clarify that the company sent me an email stating that I should contact a "payment agent" via WhatsApp to receive my funds. However, they did not provide me with any phone number or contact details for this agent.

I kindly request that you oblige the company to provide clear and direct contact information for this agent (phone number, email, or any official method) so that I can proceed. Without such details, I cannot take any further steps.

It seems the company is once again stalling and not treating my request seriously. I kindly ask for your firm intervention to ensure the matter is handled with transparency and clarity.

Best regards,

E**** M****

Dear Casino Guru Team,

I would like to inform you that a so-called "agent" contacted me and tried to negotiate a partial payment of only 1700 SAR in exchange for closing the complaint. I have rejected this offer because I demand the full amount of my funds that have been withheld since 10/07/2025.

This clearly shows that the company is attempting to evade its obligations and pressure me into accepting less than what is rightfully mine. I want to make it absolutely clear: I will not accept any partial payments or further delays — I demand the full payout immediately.

I have already forwarded all evidence and details to my lawyer, the Financial Ombudsman, and the Cyprus Securities and Exchange Commission (CySEC). I will continue pursuing all legal channels until this case is resolved.

Please note that I have kept all original evidence and screenshots, and I am ready to provide them whenever required.

Best regards,

E**** M****

"Today, on [12/9/2025], I have finally received the full amount of 7,070 SAR after a long delay since 10/07/2025, and only after significant pressure through this complaint on Casino Guru.

However, I want to make it clear that I will not close this complaint until my request for compensation is addressed, as no compensation has been provided yet for the financial and emotional damage caused by this unjustified delay."

Dear Eslam,

Thank you for your confirmation of receiving the full amount of 7,070 SAR.

The agent has also provided us with a video confirmation of the transfer to your account.

We sincerely appreciate your patience during this process and guarantee that our cooperation with this agent will be terminated to prevent any such situations in the future.

As your funds have been successfully received in full, we kindly ask you to consider this matter resolved and to close the complaint on Casino Guru.

Best regards,

1xBet Team

Dear 1xBet and Casino Guru team,

Yes, I confirm that I have finally received the full amount of 7,070 SAR, but only after more than two months of delays and continuous pressure through this complaint.

However, I will not consider this case resolved because:

1. No compensation has been provided for the serious financial and emotional damage caused by the unjustified delay.

2. The assigned agent has been acting unprofessionally and even tried to blackmail me by asking me to return the money to his account after receiving it, which is completely unacceptable.

This behavior clearly shows that the company is trying to escape responsibility by pushing matters onto a so-called "agent," instead of taking direct responsibility for processing the withdrawal.

For these reasons, I will keep this complaint open until the issue of compensation is properly addressed.

Best regards,

E**** M****

Dear eslammosad97392,

We’re glad to hear that you have received all of your withdrawals, and we will mark the complaint as resolved in our system. Unfortunately, regarding your request for additional compensation, we do not have sufficient grounds to request this from the casino.

Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

Best regards,

Attila Gorkij

Casino.Guru