1xBet Casino EC - Играчът не е получил бонуса, който е купил.

I don't know why they say I have been credited when there is nothing in my account. I need this resolved; don't try to fool me.

no se porque dicen que me han acreditado y en mi cuenta no hay nada necesito que me solucionen no se pasen de sabido

Dear lfestrada,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

It is not a withdrawal. I was playing Sugar Rush Xmas and I bought a bonus of 3200 rubles but when I bought it I got a game error. I restarted it again but they did not give me the spins but they did deduct the 3200 rubles. I wrote and everything and they told me that they were going to refund me the value of 3200 but still nothing. I write and write and they only ask the same thing. I have sent them thousands of screenshots of everything and they don't do it.

no es un retiro estaba jugando sugar rush xmas y compre un bono de 3200 rubros pero al comprarlo me salio error de juego vuelva a reiniciar lo hize pero no me dieron los giros pero si me descontaron los 3200 rubros escribi y todo y me dijeron que me iban a reembolsar el valor de 3200 pero aun nada escribo y escribo y solo pregunta lo mismo les he enviado miles de capturas de todo y no lo hacen

Thank you for the clarification. Could you please send me a screenshot of your transaction history showing the 3200 rubles you spent on a bonus you did not receive?

Also, kindly forward me the communication between you and customer support regarding this issue. You can post screenshots directly here to the complaint thread, or to my email address: veronika.f@casino.guru.

Thank you for your patience and cooperation.

Dear lfestrada,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.