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Hello 1xBet Team,

It has now been 30 days — a full month — since I deposited 6,500 MAD into your customer's account (Account No. 007640000531500031445958).

I submitted my request under reference number 18723541, but it was rejected on the grounds that the documents provided do not prove the transfer I made.

Another request created on 27/07/2026 number 20028267 still pending until today.

However, I have already attached all the required documents in my previous emails, and your team themselves confirmed that the information is correct and that the transfer was indeed completed.

I provided the bank deposit receipt, my bank statement, and even a video recording documenting the transfer process. Despite all this, there has been no update so far, and my balance still shows only 0 MAD. The amount of 6,500 MAD has still not been credited to my account.

Honestly, I feel that my money has been lost or stolen. 😔🥺

Please do something and credit the amount as soon as possible. We trust 1xBet because it has a good reputation, which is why we transfer our money with confidence. I have never experienced such a problem before.

Thank you for your attention, and I look forward to your prompt assistance. 🙏

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Do I understand correctly that your ticket regarding the transaction was closed, so you opened another one with an incorrect date of transaction attached?
• 
• When was the last time you deposited successfully to the casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Thomas thanks for you reply, see below my answers to your questions in Bold:

-Is your player's account accessible to you? Can you log in? YES i can.

-Do I understand correctly that your ticket regarding the transaction was closed, so you opened another one with an incorrect date of transaction attached? Yes, but after I informed the 1xBet support team that the issue had not yet been resolved, they created another ticket with the wrong transaction date. This new ticket is still pending as of now, normally the date of transaction was 28/06/2026.

-When was the last time you deposited successfully to the casino? my last deposi was on 28/07/2026

-Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru , or post screenshots here. I'll send you via email and also I'll post the screenshotss below

Dear Damoun,

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, Martin (martin.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 Damoun,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the 1xBet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us?

Is it possible to trace the player’s 6,500 MAD bank transfer initiated on 28 June and booked on 29 June 2026?

Please confirm, after checking the beneficiary account or payment processor, whether the funds were received, allocated, rejected, or returned, and provide the corresponding record. If located, please credit the player. Private financial records can be sent to martin.l@casino.guru.

Thank you in advance for providing your view of the issue.

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

Dear casino representative,

thank you for your message and your involvement in the mediation process. We will be awaiting further information regarding the disputed funds.

Hello,

Thank you for your patience while we reviewed the information regarding your case.

According to the information received from our Fraud Department, your payment requests were closed after a detailed review of the materials provided by both sides — the player and the payment provider.

As a result of this review, it was identified that the documents submitted by you were not original documents and showed signs of being modified using editing software. Therefore, the provided materials could not be accepted as valid confirmation of the transaction.

We understand your concerns; however, based on the results of the investigation, the requests were closed accordingly.

Best regards,

1xBet Team

Dear Damoun,

thank you for your message and providing us with your documents preemptively. I have marked the message as sensitive so your data is safe. Nevertheless, would it also be possible to provide us the original bank statement in its original format, downloaded straight from your banking app? It can then be sent by email to martin.l@casino.guru

Dear casino representative,

thank you for your message explaining your actions and point of view. Would it also be possible to provide us with evidence and concrete findings of your team? Please provide me with a comprehensive report and explanation at martin.l@casino.guru

Dear Martin,

Unfortunately, we are unable to provide the requested details regarding the specific verification tools, methods, or internal procedures used during the investigation.

This information is confidential and cannot be disclosed in accordance with our security policies. We have already provided all information that we are permitted to share regarding the outcome of the review.

If the player wishes to formally challenge the decision, they may submit a complaint to the relevant regulatory authority. Should such a request be received through the appropriate official channel, we will cooperate with the regulator and provide the necessary evidence and detailed information for their review.

Thank you for your understanding.

Best regards,

1xBet Team

Dear casino representative,

Thank you for your clarification.

The player has provided me privately with the original PDF statement downloaded from his banking application, a branch-stamped version, photographs, and a screen recording of the transaction. These materials consistently show the disputed transfer of 6,500 MAD.

To continue with the mediation process, please clarify the specific issues identified in the player’s documents and the factual basis on which the casino’s decision was made. Any supporting evidence may be sent privately to martin.l@casino.guru. As this material may contain sensitive or proprietary information, it will remain confidential and will not be published.

If the casino is still unable to provide the requested information or supporting evidence, please confirm this explicitly. We will then assess the complaint based on the materials currently available.

Dear Casino.Guru Team and 1xBet Support,

I am writing to confirm that the issue regarding my deposit of 6,500 MAD has been fully resolved. The funds have now been credited to my 1xBet gaming account.

I would like to sincerely thank Casino.Guru for their support and mediation in resolving this matter. I also appreciate the 1xBet Team for reviewing my case and crediting the deposit to my account.

This case can now be officially closed.

Best regards,

(Name Redacted by Casino Guru)

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

Dear Damoun,

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,

Martin