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i have been waiting 10 months for a withdrawal and account blockage and everything it started as a simple verification i literally did video conference with the team and provided every single document that you could think of but still i am waiting for a positive response

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Dear kanpeki,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you still have access to your casino account?
• When exactly did you request this withdrawal?
• Have you made any successful withdrawals from your account previously?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

• no i am currently blockd and can not access to my account
• it is somewhere around 2 December 2025
• i have been making many withdrawals previously much more than this
• i have never used a single bonus balance in 1xbet

Thank you very much for your reply, kanpeki. Could you please clarify when exactly you lost access to your casino account?

Have you received any explanation from the casino regarding this situation? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru. If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

we still are actively mailing but they keep insisting that i have missing documents even tho they are literal perfect i think its been like 4 months since i can not log into my account

Would you be so kind as to forward me the most recent communication? I would greatly appreciate it.

i am trying to communicate them through both telegram and gmail / the telegram support keeps telling me they are also waiting for a reply and are gonna file a complaint but no result and about the mail support i will add the most recent communication they keep telling me the same thing 'your documents are under review' or 'you should follow the instructions on site' but i have done all that

Dear kanpeki,

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, Martina (martina.b@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,

Kristina

Dear kanpeki,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 1xBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello,

We confirm that your complaint has been received and accepted for further review.

Our relevant department is currently looking into the matter and reviewing the information provided. Once the review is completed, we will provide an update regarding the case.

At this stage, we kindly ask you to wait for the outcome of the review and avoid sending duplicate requests, as this may delay the processing of your case.

Thank you for your patience and understanding.

Best regards,

1xBet Team