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My id [redacted] ticket number19742727.

Since July 20, 2026, 1xbet has been giving me the runaround. I've sent my statement about six times already, and I always get the same responses. The resolution deadline they gave me, July 29, 2026, has passed. Yesterday, I sent everything again, and I still get the same responses. Their time has run out, and they keep giving me the runaround. On top of that, I have more money in my 1xbet account, but these people are putting me through a very difficult time. I'm a legitimate customer, and I've proven it, but my money hasn't appeared. I'm going to send you screenshots of their responses, my Mercado Pago statement, and a screenshot showing it was approved but never arrived.

Mi id [redacted] numero de tiket19742727.

Desde el 20/07/2026 me tienen con vu3ltas de 1xbet mande mi extracto como 6 veces ya y siempre las mismas respuestas y ya paso la fecha de solucion que me dieron hasta el 29/07/2026 ayer les volvi a mandar todo y siempre las mismas respuestas se les acabo el ti3mpo y m3 sigun volteando y en mi cuanta 1xbet 3ncima tengo mas dinero pero esta gente me esta haciendo pasar por un miy mal momento todos estos dias soy legal y se lo demostre y mi dinero no aparece. Capturas de ellos respuestas, extracto de mi mercado pago y captura que figura aprobado y nunca me llego les voy a mandar.

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Sergio29,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Sergio29,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Jean, thank you for taking my case.

Unfortunately, I haven't received my withdrawal yet; the refund still hasn't appeared in my Mercado Pago account.

I'm sending a screenshot showing that the 1xbet casino support form for inquiries about payments was showing as "in process," but now it appears as "inactive" and says it was approved a few days ago, yet the withdrawal hasn't appeared in my account. I'm attaching my statements from July and August, and it's clear I haven't received anything at all. I kindly request your intervention so the casino can investigate the status of the funds through their intermediary payment gateway in Argentina. My PLAYER ID [redacted]

Hola jean gracias por tomar mi caso.

No lamentablemente no eg recibido mi retiro el reintegro sigue sin impactar en mi cienta mercado pago.

Mando captura que estos dias El soporte del casino 1xbet que sacaron de consultas sobre pagos que estaba en proceso y ahora aparace en inactivas y figura que esta apribado hace unos dias y no impacto nada en mi cuenta el retiro, mando mis extractos de julio y los dias de agosto y se ve en claro que no me llego absolutamente nada. Solicito amablemente su intervención para que el casino investigue El estado de los fondos Con su pasarela de pago Intermedia en ArgentinaMi ID DE JUGADOR [redacted]

Thank you for the update. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

Hi Jean, thank you so much for your help. I'll answer your questions.

1) If I made previous withdrawals, and they paid the last one of 900 on 20/07/2026, it is the one that never arrived.

2) KYC Verification? Yes My account has already passed KYC verification.

3) Winnings with or without a bonus? I won three times without an active bonus because I played with my own deposited money.

4) History screenshot: I've attached a screenshot of my 1xbtet history.

The problem specifically is the first of 900,000 from 07/20/2026 that I never received in my Mercado Pago account. It shows as approved but I never received those 900,000.

Hola jean muchas gracias por su ayuda. Respondo a sus preguntas.

1) si realize retiro anteriores, Y lo han pagado el ultimo de 900 del 20/07/2026 es el que nunca me llegó.

2) Verificacion KYC? Si Mi cuenta ya supero la verificación de KYC.

3) ¿ ganacias con o sin bono? A umul3 las ganacias sin un bono activo jugue con mi propio dinero depositado.

4) captura captura del historial: Adjunto la captura de mi historial de 1xbtet.

El problema específicamente es el primero de 900.000 del 20/07/2026 que no me llego a mi mercado.pago desde esa fecha Figura aprobado pero jamas me llegó esos 900.000.

Dear Sergio29,

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, Maria, (maria.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,

Jean

Dear Sergio29,

It’s a pleasure to e-meet you. My name is Maria, 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,

Maria

Hello,

Thank you for contacting us. In order for us to check your payment, please provide the following details:

- your player ID,

- the withdrawal request number and the payment query number created in your personal account, AND

- the exact date, time, and amount of the payment you did not receive.

We will get back to you as soon as we receive and review the information regarding your case.

Best regards,

1xBet Team

Dear 1xBet Casino,

Thank you for your response.

The player has now provided the requested information. Once your review is complete, please update the player on your findings and provide any relevant information regarding the next steps for the withdrawal.

Thank you in advance for your cooperation. We look forward to your response.