Discussion about article: Complaint resolution instructions (page 11)

Dear Casino Guru Complaint Resolution Team,

I am contacting you to request your assistance with an unresolved deposit dispute involving 1xBet.

My details are:

1xBet ID: 1771480535

Deposit amount: 2,000 ETB

Payment method: Telebirr

Deposit date/time: 14 September 2026 at 21:43:49

1xBet case/query: 22318879

I made the 2,000 ETB deposit correctly through Telebirr, but immediately after the transaction, 1xBet marked the deposit as "Rejected."

I contacted 1xBet immediately and reported the problem. A query was created on 15 September 2026 under case number 22318879. I was instructed to wait until 21 September 2026, and I followed their instructions.

After 21 September, the matter was still unresolved. I repeatedly contacted 1xBet support and was told that their specialists were working on the case. However, no meaningful explanation or resolution was provided.

Later, 1xBet requested that I complete account verification. I fully cooperated and submitted all the documents they requested, including my Digital ID photo.

Despite completing the verification request, the case remains unresolved and the query status has not meaningfully changed since it was created.

I have continued contacting 1xBet through live chat, but different support agents repeatedly give me the same response that "our specialists are working on it" and that they cannot provide a timeframe for resolution.

I understand that investigations can sometimes take time. However, I have already followed every instruction from 1xBet, waited beyond the date they originally provided, and completed the additional verification they requested.

I am therefore asking Casino Guru to review my complaint and assist me in obtaining a clear response and resolution from 1xBet.

I would like 1xBet to clarify:

Why was my correctly completed 2,000 ETB deposit rejected?

Where are my 2,000 ETB currently?

Has my account verification been completed?

Is anything else required from me?

What is preventing the resolution of case 22318879?

Will the money be credited to my 1xBet balance or returned to my Telebirr account?

I have evidence of the payment, the rejected deposit, the query, the conversations with 1xBet support, and the verification process. I am ready to provide these documents and screenshots for your review.

I would greatly appreciate your assistance in communicating with 1xBet and helping me obtain a proper resolution to this matter.

Kind regards,

Geas Hussen Mohammed

1xBet ID: 1771480535

Email: geashussen19@gmail.com

Phone: 0910208163 / 0903387275

One thing I learned is to save everything before opening a complaint - screenshots, transaction IDs and support chats. It’s much easier to explain what happened when you have the whole timeline in front of you.

Hello, I see the complaint request in the system, so the proper tram will go through that and get to you. I would also say that the other player made a great point; if you have any screnshots or emails showing more context or details, please upload those into the complaint thread as well. That's always very helpful.

However, space for investigating deposits is very limited on our side; therefore, we state in our instructions/guides that we usually cannot accept complaints related to such deposits. I suggest we wait for the team to review your request in the first place.

You're welcome. I really don't mean to conclude before my colleagues get to you, but I understand it's not easy to be in this situation...

Well, to be completely honest, we usually recommend contacting the sender bank or wallet—or, generally speaking, the payment provider depositing party used—getting the confirmation of the transaction and then demanding the same on the receiver's end. However, we have no way to investigate the payment chain, so it is up to the casino to resolve this with its payment provider.

Hello Radka,

As requested, I am submitting the screenshots related to my 2,000 ETB deposit issue with 1xBet. The screenshots show the rejected deposit, my communication with 1xBet support, and the case details.

1xBet ID: 1771480535

Case number: 22318879

Amount: 2,000 ETB

Payment method: Telebirr

Date/time: September 14, 2026 at 21:43:49

Please review the attached screenshots and let me know if you need any additional evidence or information from me.

Hello, please save this for your complaint if it is accepted. On the forum, we do not review anything. Furthermore, since this is a public forum, sharing all of those details is not safe. 🙏 I deleted few screenshots.

Where do I file a complaint about 160.VS Vulkan Vegas?

Hi, could you please explain your situation and why you’d like to file a complaint? Knowing a bit more about what happened would help me advise you on whether that’s the right step.

Hi, what is your timeframe for looking at a complaint? I have submitted one that is showing as needs to be reviewed ! Please review it as soon as possible , I have a lot to talk about! Please and thank you for eveything you do 🙂