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Complaint against 1xBet – Failure to Enforce Responsible Gambling Deposit Limit

I would like to submit a complaint against 1xBet regarding its failure to enforce my responsible gambling deposit limit.

On 14 June at 13:43, I activated a 100 KES deposit limit through the Responsible Betting section of my account. According to 1xBet's Responsible Gambling Policy (Section 2.3), players can set deposit limits to restrict the amount they are able to deposit.

Despite the active deposit limit, I was still able to make deposits exceeding 100 KES. This demonstrates that the responsible gambling tool did not function as intended.

I repeatedly contacted 1xBet customer support to report that my deposit limit was not working. However, I never received a clear or meaningful explanation. Instead of properly investigating my complaint, the support agents repeatedly ended the chat without resolving the issue. Despite my repeated requests for assistance, no effective action was taken to enforce my active deposit limit.

I believe this is a serious failure of the responsible gambling measures that the casino claims to provide. If the deposit limit had been properly enforced, I would not have been able to continue depositing after the limit was activated.

Therefore, I respectfully request a full refund of all deposits made after 14 June at 13:43, when my 100 KES deposit limit was activated. These deposits should never have been accepted because the active limit should have prevented them.

I can provide screenshots of the active deposit limit, my deposit history, and my conversations with customer support as evidence. I kindly ask Casino Guru to investigate this matter and require 1xBet to explain why my active deposit limit was not enforced and to refund all deposits accepted after the limit was activated.

Important notice:

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any confirmation that your deposit limits were successfully activated?
• Did you set the same deposit limit for your daily, weekly, and monthly deposits?
• How long after setting the deposit limits did you make your deposits at this casino?
• Have you contacted customer support to ask how the deposit limits work and why the limits were not applied correctly?
• Please forward me all relevant evidence you have that could help with the investigation of your case at veronika.f@casino.guru.

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

Best regards

Veronika

hi I sent an email

Dear Haye

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,

Veronika

Hello Haye,

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? Why weren't the deposit limits working correctly? In case you believe otherwise, please provide us with any applicable evidence or internal records.

Alternatively, are you willing to refund the player's deposits?

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

Hello,

Thank you for providing the requested information.

We have accepted your case for review and forwarded the details to the responsible department for investigation.

At the moment, your account is being checked. Please allow the responsible team some time to complete the review.

As soon as we receive an update or the results of the investigation, we will inform you immediately.

We kindly ask for your patience while the review is in progress.

Best regards,

1xBet Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Hello,

Thank you for your message.

Your request has been accepted and is currently under review by the responsible department.

At the moment, the investigation is still in progress, and we kindly ask you to wait for the official response. As soon as the review is completed or we receive any updates regarding your case, we will inform you immediately in this complaint.

We appreciate your patience and cooperation while the review is ongoing.

Best regards,

1xBet Team

Dear Casino Representative,

Thank you once again for your update.

Please note that we are not expecting an immediate response if your review is still ongoing. The current response deadline is simply intended to monitor the status of the matter.

Please feel free to respond once your review has been finalized. Alternatively, if there is a valid reason why you require additional time to finalize your position, then we would appreciate it if you could let us know before the current response deadline expires.

Hello,

Thank you for your understanding.

We need some more time, as we are waiting for a reply from a responsible team regarding this case.

Highly appreciate your time and cooperation.

Best regards,

1xBet Team

Dear casino representative,

Thank you for the update and letting us know that the matter is still being reviewed. That said, as the investigation has already been ongoing for some time, could you please provide us with a timeframe within which we can expect the casino’s findings?

Thank you in advance for your cooperation.

Dear Martin and 1xBet Representative,

Thank you for the update.

I appreciate that my case is being reviewed. However, I prefer that all communication regarding my complaint is conducted by email so that there is a complete written record of our correspondence.

If you have any questions or require any additional information, please send them to me by email, and I will respond promptly.

I kindly ask 1xBet to continue the investigation and provide the outcome in writing by email.

Dear Casino Representative,

thank you for your response.

Before asking the player to participate in a telephone call, could you please explain why such a call is necessary and what specifically the responsible team intends to verify or resolve? This complaint concerns the technical enforcement of a deposit limit, and there does not currently appear to be any identity or account-ownership dispute requiring telephone verification.

Considering the responsible-gambling nature of the case, we believe the investigation should remain transparent and properly documented. Please therefore provide your findings in writing, including the configured deposit-limit value, currency, activation time, subsequent changes, and relevant transaction records.

Until the purpose and necessity of the call have been clarified, we would not advise the player to proceed with it.

Hello,

Thank you for your message.

We understand your preference for communicating by email. However, we kindly ask you to follow the instructions provided by our Security Department.

The requested procedure has been established by the Security Department as part of the review of your case. Unfortunately, we are not authorized to modify or bypass these instructions, nor can we replace the requested verification method with an alternative.

To allow the investigation to proceed as quickly as possible, we kindly ask you to follow the instructions exactly as provided by the Security Department. Once the required steps have been completed, your case will continue to be reviewed.

Thank you for your understanding and cooperation.

Best regards,

1xBet Team

Dear Casino Representative,

thank you for your response.

While we appreciate your clarification, this does not explain what the telephone procedure is intended to verify or why it is necessary for investigating the alleged failure of the deposit-limit tool. The player’s identity and ownership of the account do not presently appear to be disputed. If they do, please give us more exact information regarding this - you can contact me at martin.l@casino.guru

Given the responsible-gambling nature of the complaint, we cannot advise the player to participate in an undocumented telephone procedure without a clear explanation of its purpose. The player has offered to answer all relevant questions in writing, providing both transparency and a complete record.

Please clarify whether the casino is refusing to investigate or provide its findings unless the player accepts the call. Without this information, we may have to assess the complaint based on the evidence currently available.

Hello,

Thank you for your message.

As you have already contacted the regulator regarding this matter, your case is currently being handled directly by the responsible team in order to resolve the issue as efficiently as possible.

For this reason, you have been asked to continue communication via email. Our specialists have already contacted you there and provided further instructions.

We kindly ask you to continue corresponding with the responsible team through the email thread so that your case can be reviewed and resolved as quickly as possible.

Thank you for your cooperation.

Best regards,

1xBet Team

Hello Martin,

I would like to clarify the casino’s latest statement.

The casino claims that their specialists have already contacted me by email and provided further instructions. However, this is not correct.

The only emails I have received are automatic replies stating that my case is still being processed and that I should await a response from the relevant department. I have still not received any substantive reply to my complaint, any explanation as to why my deposit limit was not applied, or any instructions on how the matter will be handled going forward.

I have also received an email asking me to call their team. I replied that I prefer all communication regarding my complaint to take place in writing via email, so that there is a complete record. Despite this, I still have not received any substantive response to my questions.

In addition, the casino has still not answered the questions you previously raised. They have not explained why a phone call would be necessary, what they intend to verify during the call, or whether they intend to refrain from investigating the matter and setting out their conclusions if I do not take part in the call.

Furthermore, they have also not addressed the substance of my complaint. They have not explained why my active deposit limit was not applied or why they continued to accept deposits after the limit had been activated.

Dear Casino Representative,

Thank you for your response.

Since the player should now continue communicating with the responsible team by email, could you please specifically confirm that participation in a telephone call is no longer required for the investigation to proceed?

The player states he has received only automated acknowledgements and a request to call your team, but no substantive instructions or findings. Could you please clarify what specific instructions were allegedly provided and give us a concrete timeframe within which the player can expect a written response?

Most importantly, we are still awaiting an explanation of whether the 100 KES deposit limit was successfully activated and whether it should have prevented the disputed deposits.

Dear Haye,

thank you for your cooperation so far. Please forward the relevant email correspondence, including the automatic replies and telephone request, to martin.l@casino.guru.

Hello,

Thank you for your reply.

We are checking the information and will get back to you as soon as possible.

Best regards,

1xBet Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review. Are you able to provide us with an approximate timeframe, in which you may be able to issue a response?

Hello,

Thank you for your message.

As this matter is already being handled through the regulator, we kindly ask you to await further communication either from the regulator or from our colleagues via email.

As soon as there are any updates regarding your case, you will be informed through the appropriate communication channel.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Dear Casino Representative,

thank you for your message, we will be awaiting further clarifications.

In particular, to move the case forward, could you please provide the account’s limit records, specifically:

1. whether a 100 KES deposit limit was successfully saved and activated on 14 June,
2. whether a different limit was activated,
3. why there were substantial limit increases scheduled for 15 June,
4. The amount of player’s deposits, withdrawals and resulting net loss after the relevant limit became effective.

These records are controlled by the casino and are necessary to determine whether the responsible-gambling tool failed. If the casino is unwilling to provide them because the matter is before the regulator, please confirm this explicitly, as we may then have to assess the complaint as unresolved.

Dear Haye,

the transaction history appears broadly consistent with the complaint amount of 741,925 KES, while the 74,925 KES stated in your email appears to be a typographical error. Please confirm the correct amount and clarify whether it represents total deposits or your net loss after deducting all withdrawals. Please also confirm whether you requested the limit increases scheduled for 15 June.

Dear Martin

Thank you for your continued assistance and for requesting the relevant records from 1xBet.

I would like to confirm that the correct amount is 741,925 KES. The figure of 74,925 KES mentioned previously was simply a typographical error.

Regarding the scheduled limit increase on 15 June, I initially requested a higher limit. However, before that increase became effective, I changed my deposit limit back to 100 KES. Therefore, the active deposit limit should have been 100 KES, and any deposits above that amount should have been prevented.

I would also like to clarify that 1xBet charged a fee on my deposits. For every 5,000 KES I deposited, only 4,750 KES was credited to my casino balance because 1xBet deducted 250 KES from each deposit.

I am also concerned that 1xBet still does not appear to be cooperating fully with this investigation. They have not answered your key questions or provided the account limit records that only they control. Instead, they have repeatedly avoided addressing the central issue of why my active deposit limit was not enforced.

This case concerns responsible gambling, and deposit limits are one of the most important consumer protection tools available. If an active deposit limit can be ignored or fail without explanation, it defeats the entire purpose of responsible gambling measures.

If 1xBet continues to withhold the requested records or refuses to explain why the 100 KES deposit limit was not enforced, I respectfully ask Casino Guru to assess this complaint based on the evidence already available and draw the appropriate conclusions.

Thank you again for your time and support.

Hello,

Thank you for your message.

We have taken note of the information you provided and are currently reviewing it together with the responsible department.

Please allow us some time to complete this review. We are carefully checking all the details related to your case, including the information raised in this complaint.

As soon as the review is completed and we receive feedback from the responsible team, we will return with a detailed response and provide an update through the official communication channels.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Dear casino representative,

thank you for confirming that the investigation is ongoing, we are eagerly awaiting its results.

Nevertheless, as the complaint has already been pending for some time, we kindly ask you to give us at least an approximate timeframe, in which your detailed findings may be shared.

In case the investigation will take longer than 2 more weeks, I believe I will be forced to temporarily close the case, until the records are available.

Dear Haye, Dear Martin,

Thank you for your messages.

As the player declined to communicate by phone, our specialists provided an email address for further communication, in accordance with the player's stated preference. Additionally, our team also sent a message to the player via that email channel.

We would therefore like to kindly ask the player to confirm the following:

-Have you been contacted by our responsible team via email?

-Have you received the information and instructions that were sent to you?

-If so, could you please confirm this here so that both the moderation team and ourselves can ensure we are all referring to the same correspondence?

This confirmation will help clarify the current status of the communication and allow the review to proceed more efficiently.

Thank you for your cooperation.

Best regards,

1xBet Team

Dear casino representative,

thank you for the swift response and your continued cooperation.

Dear Haye,

thank you for your patience. Please address the casino's questions when possible. Additionally, feel free to send any correspondence to my email martin.l@casino.guru.

Dear Martin, 1XBet

I would like to clarify that I have not received any concrete communication from 1xBet’s responsible team with information or instructions on how the matter should be handled.

The only emails I have received are automated responses stating that my case is being reviewed and that I should wait for the outcome.

I have also not received any other information explaining what I am expected to do. I was previously asked to contact them by phone, but I have preferred written communication to ensure that everything is properly documented.

I therefore wish to confirm that I have not received the information or instructions that 1xBet is now referring to.

Thank you for your continued assistance.

Dear Haye,

thank you for your continued cooperation. In the meantime, please refrain from sharing sensitive information to the address you have mentioned.

Dear casino representative,

the player has received an email from a gmail address, from somebody claiming to be a casino representative. Could you please confirm whether this is genuine? Alternatively, please post the email address from which the player will be contacted in the thread - I will afterwards set it as sensitive so only the parties involved will see it.

Dear Player and CasinoGuruTeam,

We would like to clarify that the player was provided with an email address to continue communication with the responsible team, in accordance with his preference for communication by email.

The player has subsequently replied to the provided email address, and the responsible team is currently communicating with him and handling the matter.

We kindly ask the player to continue following the instructions provided by the responsible team and allow the communication to proceed through the designated email channel.

Thank you for your cooperation.

Best regards,

1xBet Team

Dear casino representative,

thank you for your continued cooperation and explanation. Please let us know when there are any news from your side.

Dear Haye,

please keep us updated on the situation. When any developments arise, feel free to update the thread or message me at martin.l@casino.guru.

Dear Haye,

thank you for your continued cooperation, I can confirm I have received your email.

Dear casino representative,

as more time has passed, could you give us an update on the current proceedings?

Dear Haye,

We absolutely do not believe you should attend an in-person meeting for us to continue assessing the complaint; your offer to communicate fully in writing is reasonable. Nevertheless, it seems the casino is not willing to continue the resolution process on our terms, which means we seem to have no choice but to close the complaint as unresolved, with a penalty to the casino's safety index.

Dear Casino Representative,

We would like to clarify that we have not decisively concluded that the player’s position is correct.

At present, we simply cannot reach a fair conclusion in either party’s favor without the casino-controlled records previously requested.

Please provide the account’s deposit-limit audit showing the configured values, currencies, activation times and subsequent changes, together with the relevant deposit and withdrawal ledger. These records may be sent privately to martin.l@casino.guru.

If the records cannot be provided, please confirm this directly. In that situation, any unresolved conclusion would reflect insufficient evidence, rather than a finding that the player’s allegations have been proven.

Hello,

Thank you for your reply.

We are checking the information and will update you soon.

Best regards,

1xBet Team

Hello,

We are making every effort to reach an agreement with the player and resolve this matter. However, unfortunately, the player is currently not responding to our emails or cooperating with us regarding the proposed resolution.

For privacy and security reasons, we kindly ask that any screenshots containing sensitive information be sent only privately to the moderator via email.

As this dispute has already entered the legal and regulatory sphere, the information we can share with third parties is limited. The player should continue communicating through the official channels and with the relevant authorities, especially since the player initially submitted a complaint to the regulator but is currently not responding to attempts to resolve the matter through the official process.

We remain willing to cooperate and resolve the situation, provided that the player resumes communication through the appropriate official channels.

Thank you for your understanding.

Best regards,

1xBet Team

Dear Martin,

Thank you for your message and for clarifying that I should not attend an in-person meeting in order for the complaint to be assessed.

I would like to clarify that I am fully willing to cooperate with 1xBet and resolve this matter. I have not refused to communicate with them. I have only declined an in-person meeting and requested that all communication takes place in writing by email.

1xBet's statement that I am currently not responding to their emails or cooperating with them is therefore incorrect.

I have responded to their previous communications and clearly stated that I am willing to discuss the matter in writing. I have also received their latest email and will continue to respond through the appropriate channels.

I remain willing to answer any relevant questions and provide any information required from my side.

However, the main issue remains unanswered: 1xBet has still not provided the account-controlled deposit-limit audit showing the configured limits, currency, activation times and subsequent changes, nor the relevant deposit and withdrawal records.

I therefore respectfully ask that the complaint continues to be assessed based on the available evidence and that 1xBet be asked to provide the records you have requested.

I am fully cooperating with the process and I do not want the complaint to be considered unresolved because of any alleged lack of cooperation on my part.

Dear casino representative,

thank you for your message.

To the contrary, we believe the player remains cooperative and continues the discussion via writing. We firmly believe he should not be required to visit your offices - this seems like a big overreach and we cannot condone it. In case you want to resolve the issue with the player, please continue the communication in writing.

Additionally, since the casino is unable to provide us with the requested data, I do not believe there is another possibility, other than the complaint being unresolved.

Before closing the complaint, you have stated that this matter is being handled through the regulator. Has a formal regulatory investigation been opened, or has the player only submitted a complaint? If you are referring to a Curaçao authority, please explain how it is involved in this individual dispute and whether you are awaiting a formal decision.

In case there is any confidential information, please feel free to contact me via email at martin.l@casino.guru.

Any shared information will remain confidential between us and you if requested.

Dear Martin,

We would like to provide you with a screenshot as an evidence.

Please provide the email we can use to share the information with you.

Thank you.

Best regards,

1xBet Team

Dear Martin,

The email have been successfully sent to you.

Please check and let us know.

Best regards,

1xBet Team

Dear Casino Representative,

We do not believe the player should be required to attend an in-person meeting or communicate by telephone for this complaint to be investigated. Such a requirement could place unnecessary pressure on the player, particularly in a responsible-gambling dispute, while leaving no reliable written record.

Frankly, the proposed meeting is also irrelevant to what we need from the casino. We require the exact deposit-limit logs and relevant internal system records, together with the casino’s conclusions and a clear explanation of what occurred. These records must show which limits were configured, when they became active, whether they were subsequently changed, and why the disputed deposits were accepted.

Without this information, we remain completely in the dark and have no reasonable basis for continuing the investigation. The complaint will therefore have to be closed as unresolved unless the necessary records are provided.

Finally, please clarify whether any authority, for either CGA or Kenya’s Gambling Regulatory Authority is formally handling this matter. If so, please explain the authority involved, the current stage and scope of its involvement, and whether a formal decision is expected.

Dear Haye,

I am truly sorry, but without the casino providing the requested internal records, I will have no reasonable basis for continuing the investigation. If the casino remains unable or unwilling to provide this information, the complaint will be closed as unresolved against the casino.

Before proceeding, could you please confirm whether you submitted this matter to Kenya’s Gambling Regulatory Authority or any other authority? If so, please forward me any acknowledgement, complaint reference, correspondence, or confirmation that a formal investigation has been opened. You may send this privately to me at martin.l@casino.guru.

This will help me determine whether we should await an official decision or proceed with the unresolved closure.

Hello,

We would like to reiterate that you have already been provided with two clear options for continuing the resolution of your case.

The first option is to visit our office and discuss the matter directly with the responsible representatives. The second option is to submit a formal complaint to the relevant regulatory authority and continue the process through the official regulatory procedure. We are prepared to cooperate fully in either case.

However, despite repeatedly raising concerns regarding this matter, you have neither visited our office nor submitted a complaint to the relevant regulator. This is an unusual approach, particularly considering that you are declining both of the available formal channels for resolving the issue.

At this stage, we can only proceed if you choose one of the two options already offered. You may either visit our office or refer the matter to the relevant regulatory authority.

We are unable to continue the case through an alternative process when both of the available options have been declined.

Best regards,

1xBet Team

Dear casino representative,

thank you for your message. While we were unable to reach an agreement acceptable by all sides involved, we would like to thank you for your timely answers throughout the mediation process.

Dear Haye,

I am sorry to say, that since the casino has declined to continue resolving the matter through our mediation and has not provided the requested internal records, I have no reasonable basis for continuing the investigation.

We do not consider your refusal to attend an in-person meeting to be a lack of cooperation. You repeatedly offered to communicate fully in writing, which we believe was reasonable. However, without the casino’s deposit-limit logs, transaction records and written findings, we cannot determine exactly what occurred.

I must therefore close the complaint as unresolved due to insufficient evidence provided from the casino. This outcome will negatively affect the casino’s Safety Index.

As a next step, I therefore recommend submitting a formal complaint to Kenya’s Gambling Regulatory Authority through its official complaints procedure. The correct channel to contact them by is https://gra.go.ke/complaints/

If the authority later issues a decision, please contact us and we can review whether the complaint should be reopened.

The casino may also request reopening at any time by providing the records necessary for our assessment.