1xBet Casino - general discussion (page 5)

Hello,

I previously submitted a complaint against 1xBet which was closed. I believe it was closed in error, as the framing misrepresented my complaint.

This is not about a refund of losses. It is about deposits that were unlawfully accepted after I had already requested exclusion on May 23, 2025. The operator itself later closed my account and multiple agents confirmed in writing that repayment was due because of a responsible gambling breach.

Dismissing this case on the basis that I did not use the exact phrase "problem gambling" ignores the substance of the breach. The facts are simple: exclusion was requested, deposits were still accepted, and 1xBet admitted repayment was owed.

I respectfully ask that my case be reviewed again under this correct framing.

Hello, I see you tried once more, which is the best option, I'd say. I suggest clearing that out with my colleagues from the Complaint Team, because here on the forum we do not solve such situations. It's literally out of our scope.

Thank you for your guidance. Could you please confirm the correct email address or URL for contacting your Complaint Team directly? I want to be sure I’m sending my case to the proper channel.

Thanks!

Just a follow up on my case.

I requested self-exclusion in May due to financial harm, yet 1xBet still accepted nearly CAD $75,000 in deposits. They later closed my account for "psychological distress," which proves they recognized the harm.

When I pressed for repayment, multiple agents told me it was "being processed" and that I should go through Block. Now, when I asked for their ADR provider (which every licensed operator is legally required to disclose), their agent refused. Instead, I was told they were "not authorized to solve such issues or give any further information," and the chat ended without the information being provided.

I have screenshots of this exchange. This is not just my case, it is systemic non-compliance. Every licensed operator must provide access to ADR, and 1xBet is obstructing that process.

Customers beware. If a dispute arises, you may be blocked from any independent review. A reputable operator would never behave this way.

You can find more information about the complaints to the ADR here. There is a form through which it can be submitted.

Unfortunately, though, we are unsure if they will deal with it.

Thank you for your response, Romi. I do need to point out that this highlights the exact problem players are facing.

1xBet is legally obligated to provide access to an ADR that is approved by the regulator. When I asked repeatedly for this information, their agents refused to disclose it and even stated they were "not authorized" to give me any further information. I have screenshots of this obstruction.

If even Casino Guru cannot confirm whether the ADR will act, then the system itself is broken. That means players are left without the independent review that licensing rules require.

Does Casino Guru consider this acceptable? Because from the player perspective, this is not just a customer dispute, it is clear evidence of systemic non-compliance. If 1xBet can deny ADR access and still avoid accountability, then mediation here is meaningless.

Unfortunately it is up to the licensing authority, and we are unable to do anything with that, you know.

We do whatever possible to help, but our hands are really tied in such situations.

Hi everyone,

I submitted exclusion requests to 1xBet on May 23 and May 30, 2025, after losing tens of thousands and disclosing gambling harm. Despite those requests, my account remained open until July 25, 2025. During that time, I was able to deposit CAD $74,666.24.

On July 25, 1xBet finally closed my account under Rule 5.4 citing "psychological distress." That proves my exclusion requests were valid.

In August, I filed a formal complaint to 1xBet following their Dispute Resolution Policy (including all required details and evidence). Instead of acknowledging and addressing it, they publicly responded on Trustpilot (Sept 11) saying the case was "closed" because I didn’t send documents.

That’s not true. My account was closed on July 25 without any additional documents, so their explanation contradicts their own actions.

The bigger issue is this:

Their Dispute Resolution Policy promises acknowledgment within 7 days, resolution of responsible gambling complaints within 5–10 business days, and escalation to ADR if unresolved.

Instead, they simply declared the matter "closed," denying me access to ADR.

This case cannot be considered closed until either:

The CAD $74,666.24 in deposits accepted after my exclusion requests are returned, or

An independent ADR body reviews the dispute.

I am asking Casino Guru to review this and help ensure that 1xBet cannot simply shut down a responsible gambling complaint by calling it "closed" while refusing ADR.

Thanks for your time.

Please ask for the reopen, and our complaint team will surely get back to you.

How can I make that request? Thank you.

You can do so in your account or send an email to our complaint team at any time.

Please check my complaints.

Today marks the 13th day since I requested a withdrawal from 1xbet.

They still haven't provided me with anything.

I hope you'll review my complaint soon.

Thank you.

Please watch the timer on your complaint. Your resolver will be with you soon, for sure.

Do you have any updates from the casino now?

Nope. They are just ignore my questions and queries. Even they are not answering my emails. Just saying me "Wait" in customer service.

They said me there are no problems about my withdrawal query. But they are not giving me money.... who can understand this situation??

Yeah, so how do they explain the delay then? They just ignore it, right?

EVERYDAY SAME QUESTION

NO INFORMATION PROVIDED

JUST IGNORING CUSTOMER

THEIR SPECIALISTS ARE WORKING HARDLY♡♡

I wrote my answer about your queston, but is is pending. Why? 🙁

Let me check it right away.

Yep. I can see that.

I've asked them the same question several times.

"You tell me there's no problem with my withdrawal, but you're not releasing the money. Why?

Tell me what the problem is, and then tell me to wait a few days. But you haven't shared any information and are telling me to wait without any specific timeframe. Why?"

They said technical issue 🙂🙂🙂🙂

IF IT IS TRUE, WHAT A SHAME ON 1XBET!!!