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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 Yes, I have successfully withdrawn money before.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

Hello,

According to the investigation results, withdrawal request №4605374251 was originally created for 15,000 RUB, however on 20.05.2026 at 19:16:19 the withdrawal amount was changed from 15,000 RUB to 5,000 RUB.

Please note that during the review it was established that you confirmed receipt of a payment that had in fact not been received. This constitutes a violation of the platform rules and significantly complicated the investigation process.

As a result, it was possible to recover and return only part of the disputed amount. Unfortunately, the remaining funds could not be recovered.

At the moment, there are no grounds for any additional payment regarding this withdrawal request.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for the update. One thing still needs clarification though.

The player's complaint filed on 12.03.2026 shows the withdrawal amount as 15,000 RUB, and their bank statement confirms only 5,000 RUB was received. You stated the amount was changed from 15,000 to 5,000 RUB on 20.05.2026, but did not specify who made that change.

Can you provide evidence that the player requested this change, and documentation supporting the claim that they confirmed receipt of funds they never received?

Dear Hadi,

Thank you for your question.

According to the investigation results, the player violated the withdrawal procedure by confirming receipt of funds in the payment system interface for a payment that had not actually been received.

To clarify, within the withdrawal request itself, the player pressed the confirmation button indicating that the funds had been successfully credited to their bank account/payment wallet. This confirmation is intended to be used only after the player has actually received the payment.

As a result of this incorrect confirmation, the payment process was disrupted. Following the player's subsequent appeal, additional recovery measures were undertaken. We were able to restore and return only part of the funds affected by this error, which corresponds to the amount ultimately paid to the player.

Unfortunately, the remaining amount could not be recovered.

In this case, responsibility lies with the player for failing to follow the withdrawal instructions and confirming receipt of a payment that had not been received. Therefore, there are no grounds for any further compensation or additional payment.

Best regards,

1xBet Team

Dear 1xBet Casino,

The explanation provided raises more questions than it answers. If pressing a confirmation button in your platform's interface is what caused the funds to become unrecoverable, that points to a design flaw in your withdrawal system, not a player error. Standard payment processors do not make funds irretrievable because the recipient confirmed receipt prematurely.

Please provide the following: the withdrawal logs showing when this confirmation was made, any instruction the player received explaining what that confirmation button does and when it should be pressed, and documentation showing who changed the withdrawal amount from 15,000 RUB to 5,000 RUB on 20.05.2026.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ergash,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Hadi