1xBet Casino - Pelaajan varat takavarikoidaan tilin sulkemisen jälkeen.

- Player Account ID: 1680382417

- Disputed Amount: 301,358 KRW

- Payment Method: Woori Bank (South Korea)

On May 30th at 02:59 (KST), I received an official email from the 1xBet security department stating that my account was being closed due to their final decision, but my remaining balance withdrawal was "APPROVED and COMPLETED" successfully. 

However, over 85 hours have passed, and no funds have been transferred to my verified bank account. I have checked my bank statement, and there is zero transaction from 1xBet. When I sent a follow-up email demanding my funds, 1xBet support suddenly changed their stance and replied, "There is no more amount available for withdrawal."

This is a clear violation of player fund protection. They stripped my account balance to zero on their server under the guise of "withdrawal completed" but are refusing to actually transfer the cash to my bank. 

For the record, 1xBet successfully processed a previous withdrawal of 50,000 KRW to my exact same Woori Bank account on May 28th. This proves that they already have my correct, verified, and fully working banking details. There is absolutely no technical error from my side; this is an intentional asset confiscation by the operator.

I request Casino.guru to intervene, investigate this contradiction, and mandate 1xBet to release my legitimate 301,358 KRW immediately.

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.

• Am I correct in understanding that your account was closed after you submitted your identity documents to the casino for KYC?
• Which documents did you send to the casino for your identity verification?
• What types of games did you play at this casino to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without an active promotion?

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

Hello Veronika,

Thank you for taking my case. I want to clarify my exact situation as it is very unfair. Here are the answers to your questions:

 Did the account close after KYC submission?: My account was already fully KYC verified before this issue. However, when I requested a withdrawal, they blocked it and demanded additional verification. I followed every single instruction and sent numerous selfies as requested. Right after that, they officially approved my withdrawal request via email. But then, they suddenly locked my account and made it unusable.

 Which documents did I send?: Since I was already verified, the additional documents they demanded this time were multiple selfies holding my ID and verification notes.

 What types of games did I play?: I played sports betting.

 With or without an active promotion?: I accumulated my winnings without an active promotion.

The most absurd part is that my withdrawal was marked as "Approved" by the casino. However, after making me wait for over 3 days without getting my money, they suddenly claimed that they don't have the funds to pay me out and blocked my access entirely.

They approved the payout first, and now they are making excuses that they have no money. Please help me hold them accountable and get my funds back.

Best regards,

Hi Veronika, I would like to provide additional evidence showing the casino's irresponsible attitude. I sent them a final notice regarding my unpaid refund, but I received another generic macro reply from their support team today. As you can see in the attached screenshot, they are just avoiding the issue by saying, "You have been provided with the necessary information regarding your account by our Security Department." They are refusing to give any specific explanation or process my payout, simply repeating the same excuse. They have absolutely no intention of resolving this directly with me. Thank you for reviewing this.

Hello dltmtmd9,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear dltmtmd9,

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika