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I requested a withdrawal of 15,000 RUB on March 12, 2026.

The withdrawal was marked as completed, but I did not receive the funds.

Earlier, another withdrawal was rejected with a reason related to betting requirements.

I believe I met the requirements, and I need clarification and payment of my winnings.

Please help resolve this issue.

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Dear Ergash,

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 fully understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you accumulated your winnings with or without an active bonus?
• Could you please confirm that your account is fully verified?
• Have you made any successful withdrawals before?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello Jean,

Thank you for your response.

1. I played slots and sports betting.

2. I used a bonus before, but the casino later canceled the bonus balance of around 20,000 RUB.

3. After that, I requested a withdrawal of my own remaining balance. The total withdrawal was 15,000 RUB.

4. The casino paid 5,000 RUB, but the remaining 10,000 RUB was marked as completed and I never received it.

5. My account is fully verified.

6. Yes, I have successfully withdrawn money before.

Thank you for your help. I would like clarification and payment of the remaining funds.

Best regards.

I already have a request submitted, and it has been delayed for the second month. The status says "In progress." Please resolve my problem.

Thank you for your answer, Ergash. To proceed, please clarify the following details:

• Earlier, you mentioned a withdrawal was rejected with a reason related to betting requirements. Can you expound on this? Did the casino provide a specific explanation of which betting requirement or regulation you allegedly failed to meet? If yes, please share it.
• When did you receive the 5,000 RUB withdrawal?
• Could you please update us on the current status of your withdrawal request, which is marked as 'in progress'? If possible, please upload a screenshot of your withdrawal history directly to this thread.

I was informed that I had allegedly violated the bonus terms, but they did not clearly explain which specific rule I had broken. After that, the casino asked me to complete account verification.

I successfully completed the verification, and after that my withdrawal access was restored. On 12.03.2026, I requested a withdrawal of 15,000 RUB. However, I only received 5,000 RUB in several partial payments: 250 RUB, 2,750 RUB, 1,000 RUB, and another 1,000 RUB.

The remaining 10,000 RUB has still not been paid.

Dear Ergash

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,

Jean

Dear Ergash,

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 delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Hello,

Thank you for your message and for providing all the necessary payment details and proofs.

Please note that your complaint has been accepted for review and forwarded to the relevant department. The investigation regarding your withdrawal is currently in progress.

We kindly ask you to wait for the final response. As soon as we receive an update regarding your transaction, we will get back to you immediately.

Thank you for your patience and cooperation.

Best regards,

1xBet Team