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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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account or returned to your bank account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Sir,

Its already been 21 days my issue has not been resolved, even i have provided the bank letter where it is mentioned that the funds are successful, i have also contacted Gpay support they have also mentioned that the transaction is successful.

I request you to kindly consider my request and ask 1xbet to resolve the issue.

Thanks for your reply.

• Could you please send me the video that the casino requested, along with the communication between you and the casino on the topic?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation.

Dear sir,

I have mailed the documents and the screenshot obtained from bank where it is clearly evident that the transaction was successful and has successfully reached the beneficiary account.

Kindly check your mail tomas@casino.guru, i anticipate your speedy response and support.

Thanks for your reply.

Based on your description of events, the casino requested a video instead of a static screenshot as evidence to launch an investigation.

Were you able to provide it to the casino?

Please let me know.

Dear sir,

I have provided you the video proof which i shared with the 1xbet team as per their request and i have also attached the screenshot provided by bank official confirming the transaction as successful and credited to beneficiary account.

Hope you will support and escalate the issue and help me in resolving the issue!!

Kindly check the mail i have attached the video and the screenshot there on tomas@casino.guru.

Dear Gamer1994,

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, Matej (matej.l@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,

Tomas

Hello Gamer1994, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the missing deposit. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of 1xBet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details regarding this player’s deposits and possible issues with the deposit in question? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello,

Thank you for contacting us.

To assist you with this deposit, we will need the following information:

- your player ID,

- the payment query number from your personal account (ticket number), and

- the date and time, amount, and a screenshot of this deposit.

Once we receive a response regarding this transaction, we will get back to you right away.

Look forward to your reply!

Best regards,

1xBet Team

Hello,

Thank you for your message.

We have accepted your complaint for review and forwarded all the provided information to the responsible department for investigation.

Your request is currently being processed. We kindly ask you to wait while the responsible team completes the review. As soon as we receive any updates or the final results of the investigation, we will inform you immediately.

Thank you for your patience and understanding.

Best regards,

1xBet Team

Dear matej,

Despite providing all the proofs to you and casino team, they are taking too long to respond, its been almost 2 months but i have not received the money yet. I request your team and casino team to investigate the case and respond quickly as long time has passed and amount has not been received yet.

Regards

Gamer1994

Dear 1xBet Casino, given the prolonged timeframe of this issue, I would like to ask for speedy investigation and let us know of your findings as soon as possible. Any sensitive information that needs to be shared, can be e-mailed to me directly at matej.l@casino.guru. No details will be shared or forwarded, and are intended for internal investigation purposes. Thank you for your understanding and cooperation.