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Casino: 1xBet

Description of the issue (detailed & evidence-based):

I am reporting a missing deposit issue that has remained unresolved for over one month, despite repeated attempts to resolve it directly with the casino.

Casino: 1xBet

1xBet Account ID: 6033741

Deposit Amount: 2000 TRY

Payment Notification / Query Number: 10154603

Deposit Status (Payment Provider): Successful / Completed

Deposit Status (1xBet): Never credited

I made a deposit of 2000 TRY to my 1xBet account. The transaction was successfully completed on the payment provider’s side. There is no pending, rejected, or reversed status from my bank or payment service. The funds were fully debited from my account.

However, the deposit has never appeared in my 1xBet balance.

Since the date of the transaction, I have contacted 1xBet support more than 30 times via:

Email

Live chat

Telegram

Phone

I have provided all requested evidence multiple times, including:

Payment confirmation

Transaction reference number

Screenshots

Date and amount details

Despite this, the casino’s responses have been repetitive and non-substantive, limited to generic statements such as "under review" or "forwarded to the relevant department". No clear explanation, no responsibility, and no resolution timeline have been provided.

After over one month, the issue remains exactly the same:

The casino acknowledges the inquiry

The casino does not credit the funds

The casino does not refund the funds

At this point, this can no longer be considered a normal technical delay. Holding a player’s deposited funds for such an extended period without resolution or transparency raises serious concerns regarding fairness and financial responsibility.

I am requesting CasinoGuru’s assistance to:

Contact the casino on my behalf

Request a clear technical explanation for why the deposit failed internally

Ensure either:

The immediate crediting of the 2000 TRY, or

A full refund to the original payment method

I am ready to provide all supporting documents (payment receipts, screenshots, bank confirmation, and formal complaint PDF) upon request.

Thank you for your assistance.

Important notice:

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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.

Stay safe.

Dear selected1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

If your deposit was never credited to your casino account, the next step is usually to contact your payment provider. They are the ones who can investigate what happened to the transaction. Please keep in mind that this process can take some time (often around one month), and in situations like this, the casino is generally unable to speed things up. In the meantime, I would strongly recommend not depositing any more funds until the issue is resolved.

Since you already provided the payment receipt here, thank you for that. If you need to share anything additional or have further documents to send, you can also forward them to petronela.k@casino.guru.

• Could you please confirm if this was your first deposit at this casino?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have been playing on this website since 2016, and during this long period I may have experienced one or two minor issues. However, I have never faced a problem of this scale or seriousness before.

First of all, I would like to clarify that this is not my first deposit or first transaction on this platform. I have fully cooperated with the casino and provided every single document and proof they requested without hesitation.

This includes:

payment inquiry screenshots,

bank account statement videos,

online banking screen recordings,

payment receipts, and

all relevant transaction documents.

Despite submitting all requested materials, the process has been continuously prolonged, with no clear conclusion or concrete resolution being provided. As a long-term player, this situation has seriously affected my trust in how the case is being handled.

To be clear, this is not only about the money. I strongly dislike the feeling that something rightfully mine is being withheld without a valid reason. What I am seeking is a fair, transparent, and timely resolution.

I would genuinely appreciate your assistance in reviewing this case objectively and helping move it toward a definitive and fair outcome, as the prolonged uncertainty is unnecessary given the amount of evidence already provided.

Thank you for your attention and support.

Hi selected1,

I’m sorry to hear that there has been no progress since 24.11.2025.

Could you please share your bank statement showing the deposit, with the relevant part highlighted? The statement should cover the period from the date of the deposit up to today to confirm that the funds were deducted from your account and have not been refunded.

Thank you.

Hi Petronela,

I have sent the requested information to you via email.

Thank you for your assistance.

Best regards,

Yavuz

Hi selected1,

Thank you for sending the bank statement via email.

After reviewing the document, I was not able to locate any transaction dated 24.11.2025 on the provided statement. Could you please confirm the exact date of the deposit as it appears on your bank statement?

Additionally, please advise:

• What is the transaction descriptor / merchant name shown for this deposit on your bank statement?

Please also note that the statement you provided currently covers transactions only until 05.12.2025. To continue reviewing your case, could you kindly forward a more recent bank statement, covering the period from the deposit date up to today, so we can verify whether the funds were deducted and not subsequently refunded?

Thank you in advance for your reply.

Hi selected1,

Thank you for your message, and I’m sorry for replying only now and for the one-week delay.

I also want to apologize for the confusion on my side. After reviewing the document again, the transaction appears to have been sent to a private individual rather than directly to the casino, which is why I initially overlooked it as a valid casino-related payment.

To be able to continue and properly review the situation, could you please provide the following:

• A more recent bank statement, as the one you shared only covers transactions up to December 5th, and
• A screenshot of your cashier / transaction history from the casino account

These two items will help us confirm whether the funds left your account in relation to the casino and whether they were correctly credited or refunded.

Thank you for your understanding and cooperation.

Dear selected1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru