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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.