1xBet Casino - Играчът вярва, че изтеглянето се бави.

Dear Casino Guru Complaint Team,

I am requesting your assistance regarding an unresolved withdrawal dispute with 1xBet. I have fully cooperated with every request made by the operator, yet my withdrawal remains unpaid.

Below is a complete summary of the case.

Background

On 12 July 2026, I requested a withdrawal of IDR 2,952,000.

Shortly afterwards, 1xBet marked the transaction as "Withdrawal Successful." However, the funds have never been credited to my BCA bank account.

My Cooperation

Throughout the investigation, I complied with every request made by 1xBet. I submitted:

1. Official BCA bank statement (PDF)
2. Passport
3. Mobile operator verification
4. Additional information requested by Customer Support

I responded promptly to every request.

What Happened Afterwards

Instead of resolving my withdrawal, the case became increasingly complicated.

1. Payment Inquiry

I was instructed to use the Payment Inquiry system.

The inquiry was: opened, closed, reopened, closed again, while the withdrawal itself remained unresolved.

2. Global Customer Care

A representative named Blair from Global Customer Care requested additional documents. I submitted everything requested.

After receiving all documents, Blair disappeared completely. No investigation result was ever provided.

3. Indonesia Customer Support

After Blair stopped responding, every email was answered only by Indonesia Customer Support. Almost every reply contained exactly the same message: "Your withdrawal was successful."

The same payment document was attached repeatedly.

4. Contact Your Bank

1xBet repeatedly instructed me to contact my bank.

However, they never provided a verifiable bank transaction reference that my bank could use to trace the transaction. Without such a reference, my bank cannot investigate the alleged transfer.

5. Multiple Account

Several days later, 1xBet suddenly introduced an entirely different issue, claiming that I had multiple accounts. This was surprising because I had previously completed deposits and withdrawals without any issues. Nevertheless, I fully cooperated. The accounts have now been merged. However, my withdrawal still remains unpaid.

6. Allegation That My Bank Statement Was Edited

This is the most serious part. After I submitted my official BCA bank statement, 1xBet informed me that my statement had been edited.

This allegation is completely false. The PDF was downloaded directly from BCA without any modification. To remove any doubt,

I submitted another original BCA bank statement covering a longer period. Both statements consistently show exactly the same fact:

There has never been any incoming transaction of IDR 2,952,000.

Despite repeatedly asking, 1xBet has never identified: which page was allegedly edited; which transaction was allegedly altered; what evidence supports this allegation. They simply continue repeating the accusation without explanation.

Current Situation

Today, 1xBet continues to maintain that: the withdrawal was successful; I should contact my bank; while simultaneously refusing to provide a verifiable bank transaction reference. My official bank statements continue to show that the payment has never been received.

What I Am Requesting

I respectfully request Casino Guru's assistance in obtaining a fair resolution. Specifically, I ask that 1xBet: Pay my outstanding withdrawal of IDR 2,952,000, or Provide a verifiable bank transaction reference that my receiving bank can independently verify.

Why I Believe Mediation Is Necessary

Throughout this process, I have cooperated fully, yet every time I complied with a request, a new issue was introduced instead of a solution.

The discussion shifted from:

Withdrawal successful ---> Contact your bank ---> Multiple accounts

---> Edited bank statement. While the original issue has never been resolved.

I sincerely hope Casino Guru can help both parties reach a fair conclusion. Thank you very much for your assistance.

Kind regards,

HSoe140

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.

Dear Hsoe140,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Casino Guru Team,

It has now been almost 14 days since I requested my withdrawal. Unfortunately, the situation remains completely unchanged.

My withdrawal of IDR 2,952,000 has still not been credited to my BCA bank account. To this day, I do not know where those funds are, despite 1xBet repeatedly claiming that the withdrawal was successfully processed.

During this period:

• I fully completed the KYC process.
• My accounts were merged as requested by 1xBet.
• I submitted two original BCA bank statements, both downloaded directly from BCA.
• Both statements clearly show that no incoming transaction of IDR 2,952,000 has ever been credited to my account.
• 1xBet alleged that my bank statement had been edited but never identified which page, transaction, or evidence supports that allegation.
• 1xBet continues to refuse to provide a verifiable bank transaction reference that my bank can use to trace the payment.
• 
  

Instead, I continue to receive repetitive template responses without any meaningful resolution.

I have fully cooperated with every request made by 1xBet. Despite this, my withdrawal remains unpaid, and the explanation provided by the operator has changed several times throughout this process.

I respectfully request Casino Guru to intervene and help resolve this dispute.

Thank you for your time and assistance.

Kind regards,

Hsoe140

Dear Hsoe140,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Casino Guru Team,

Thank you for your follow-up.

Unfortunately, my withdrawal has still not been received, and the dispute remains unresolved.

As of today, my withdrawal of IDR 2,952,000 has still not been credited to my BCA bank account.

During the past two weeks, I have fully cooperated with every request made by 1xBet. I completed the KYC verification process, merged my accounts as requested, and submitted two original BCA bank statements downloaded directly from BCA.

Despite my full cooperation, 1xBet continues to insist that the withdrawal was successful while refusing to provide a verifiable bank transaction reference that my bank can use to trace the payment.

More recently, they alleged that my official BCA bank statement had been edited. However, they have never identified which page, which transaction, or what evidence supports such a serious allegation.

My official BCA bank statements clearly show that no incoming transaction of IDR 2,952,000 has ever been credited to my account.

I have done everything requested by 1xBet, yet my withdrawal remains unpaid.

I would greatly appreciate Casino Guru's assistance in communicating with 1xBet and helping to resolve this dispute.

For your information:

- Withdrawal Request Number: 5051425687

- Payment Query Number: 19361084

- Date of Withdrawal: 12 July 2026

- Time of Withdrawal: 21:21

- Amount: IDR 2,952,000

Thank you very much for your support.

Kind regards,

Hsoe140

Customer ID: [redacted]

Thank you for the clarification. Allow me to ask a few more questions to understand the situation.

• Have you made any successful withdrawals before?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Have you accumulated your winnings with or without an active bonus?
• Please upload a screenshot of your withdrawal history directly to this thread.

Thank you in advance for your cooperation.

Dear Hsoe140,

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, Barborka, ([email protected]). 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,

Jean

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 1xBet Casino representative to join this conversation.

Dear 1xBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Thank you for your message.

Please provide your player ID, so we can help you.

Waiting for your reply.

Best regards,

1xBet Team

Dear 1xBet Casino,

The player has provided the requested Player ID. Please check the case and let us know your findings regarding the withdrawal.

Thank you.

Hello,

Thank you for providing the requested information.

We are currently checking the information with the responsible department regarding your case. Please allow us some time to complete the review.

As soon as we receive an update or clarification regarding the status of your case and the next steps, we will inform you.

Thank you for your patience and cooperation.

Best regards,

1xBet Team

Hello 1xBet Team and Casino Guru Team,

Thank you for the update.

However, I have to be honest: this is becoming increasingly difficult to take seriously.

Once again, 1xBet has provided another generic response saying that the case is "being checked" and asking for more time, without providing any new information, evidence, or concrete explanation regarding my unpaid withdrawal.

I have already provided everything requested from my side. The facts have not changed: my official BCA bank statements clearly show that IDR 2,952,000 was never credited to my account.

At this point, it increasingly feels like the process is simply being prolonged from one deadline to the next, rather

than moving toward an actual resolution.

1xBet, you seem to have become very good at working around the process established by Casino Guru: provide a generic response, ask for more time, wait until the deadline approaches, and then repeat the same cycle.

If this is how you intend to handle a straightforward withdrawal dispute, then I have to question whether there is any genuine intention to resolve it at all.

1xBet, you have certainly made your position very clear. You continue to say the payment was successful, yet after more than a month you still cannot provide a verifiable transaction trail showing that the money was actually credited to my BCA account.

Fortunately, the amount is "only" IDR 2,952,000. I honestly cannot imagine going through this process if the disputed amount were significantly larger.

I would also like to ask Casino Guru to take this into consideration. I have fully cooperated with 1xBet and provided the requested evidence. I am not asking for another generic update. I am asking for a concrete conclusion based on the evidence from both sides.

More than a month has now passed over a withdrawal of only IDR 2,952,000.

At some point, "please allow us some time" stops being an update and starts becoming a way of postponing the issue.

I sincerely hope this case will now be resolved based on evidence rather than extended through another cycle of generic responses.

Kind regards,

HSoe140

Dear 1xBet Casino,

Thank you for the update. We will await the outcome of your investigation and any further clarification from the responsible department regarding the withdrawal.

Please keep us informed once you have more information or a concrete conclusion regarding the case.

Thank you for your cooperation.

Dear Casino Guru Team,

On Wednesday afternoon---19 August, the 1xBet team called me directly. They apologized for the situation and said they would help resolve my outstanding withdrawal. However, they once again asked me to provide my bank transaction history from 12 July to 19 August.

Honestly, I was already tired of dealing with yet another document request. Nevertheless, I continued to cooperate. They said they would send me an email and asked me to reply with the requested bank statements.

And then the same ridiculous process started all over again:

1. They sent me an email asking for my bank statements.
2. I provided an official BCA bank statement covering 1 July to 19 August. This actually covered a longer period than they requested and fully included 12 July–19 August. Because after 30 day, i just can download monthly bank statement.
3. They then came back saying they only wanted 12 July–19 August. I explained that the document I had provided already covered the entire requested period and was even more comprehensive.
4. They then introduced another requirement: a screen recording showing my bank transactions.
5. I was reluctant to provide a screen recording because it involves exposing sensitive personal banking information. More importantly, I realized that the BCA application only provides transaction history for a maximum of 30 days. Therefore, a screen recording covering 12 July to 19 August is technically impossible through the application.
6. Despite this, 1xBet continues to insist that the screen recording is required by its Payment Department.

This is where I genuinely struggle to understand what is going on.

I have already provided an official, unedited BCA bank statement covering the requested period. It clearly shows that IDR 2,952,000 was never credited to my account. If 1xBet genuinely intends to resolve this matter, why does every request I fulfill simply result in another requirement?

At this point, it feels like the goalposts keep moving every time I satisfy one of their requests.

If 1xBet does not intend to pay the withdrawal, I would honestly prefer that they simply say so. What I cannot understand is why I have to keep going through this endless cycle of additional requests and procedural obstacles for a withdrawal that 1xBet itself claims was already paid.

I came to Casino Guru because I expected an independent party to help reconcile the evidence from both sides and bring this matter to a conclusion.

Best,

Hsoe140

Hello,

Thank you for your message.

To continue the investigation of the disputed withdrawal, we kindly ask you to provide an official letter from your bank confirming the status of the payment.

The letter should:

-be issued on the bank’s official letterhead and bear the bank’s official stamp;

-clearly state the recipient account details;

-confirm that, as of the current date, the funds have not been received, according to the relevant TID (Transaction ID);

-be provided in its original form, with no edits or alterations.

Please also ensure that the photo or scan of the letter has not been edited or modified in any way.

Once the requested document is provided, the responsible department will be able to continue reviewing your case.

Thank you for your cooperation and understanding.

Best regards,

1xBet Team

Dear 1xBet Team,

I have already provided official BCA bank statements covering the relevant period, which clearly show that the IDR 2,952,000 was not credited to my account.

I am not prepared to keep going back to my bank for additional documents while 1xBet continues to rely on its own internal payment confirmation.

If you maintain that the payment was successfully made, please provide the complete and verifiable payment details first, including the TID (Transaction ID), transaction date and time, beneficiary account details, and any payment or bank reference that can actually be used to trace the transaction.

You are asking my bank to confirm the status of a transaction that you claim to have initiated. Therefore, the first step should be for 1xBet to provide sufficient transaction information to allow that payment to be independently identified and traced.

I have already done my part by providing official, unedited bank statements. I should not have to keep proving that I did not receive money that 1xBet claims to have paid.

Please provide the complete transaction details first. Once I have them, I can determine whether any further action with my bank is actually necessary.

Best

HSoe140

Dear 1xBet Team,

Thank you for the update.

Before asking the player to obtain another confirmation from his bank, I think it would be helpful to first clarify the payment details from your side.

Since you have confirmed that the withdrawal was successfully processed, could you please provide the TID / Transaction ID, the date and time of the transaction, the payment method or PSP used, the beneficiary account details, and any bank or PSP reference that could be used to trace the payment?

The player has already provided official BCA bank statements covering the relevant period, which show that the withdrawal was not credited to his account.

If you could provide the transaction details first, we can then better understand whether any additional confirmation from the player's bank is actually necessary.

Thank you for your cooperation, and we look forward to your clarification.

Hello,

We would like to inform you that, according to the latest information from our Payment Department, the withdrawal has been cancelled and the funds have been returned to your 1xBet gaming account.

The funds are now available in your account and can be requested for withdrawal again using one of the available payment methods.

We apologize for any inconvenience caused and thank you for your patience and understanding.

Best regards,

1xBet Team

Dear 1xBet Team and Casino Guru Team,

I would like to confirm that the funds have now been returned to my 1xBet account, and I have successfully withdrawn the full amount. So, finally, the financial issue is resolved.

First, I would like to thank the Casino Guru team for your assistance and for following up on this case.

However, I have to say that I am extremely disappointed with 1xBet’s handling of this entire matter.

After more than a month of repeated requests, conflicting explanations, unnecessary complications, and repeatedly being told that the payment had already been successfully made, the final solution was simply to cancel the withdrawal and return the money to my gaming account.

And after all of that, the only explanation I received was essentially: "We apologize for any inconvenience."

Seriously?

This was not simply an "inconvenience." I spent more than a month trying to recover my own money, providing official bank statements, completing verification, answering repeated requests, and dealing with one new requirement after another.

If the withdrawal could ultimately be cancelled and the funds returned to my account, then why was this made so unnecessarily complicated in the first place?

I am glad that I finally got my money back. But I am not satisfied with the way 1xBet treated me throughout this process. You drained an unreasonable amount of my time and energy, were repeatedly uncooperative, and made me feel as though I was being treated as a dishonest customer simply for insisting that I had not received my own money.

That is completely unacceptable and, frankly, highly unprofessional.

I have been a 1xBet customer for a long time, and this experience has completely changed my perception of the company. A customer should not have to go through more than a month of this simply to recover a relatively small withdrawal.

I am glad the money is finally back where it belongs. But the way 1xBet handled this case has seriously damaged my trust in the company.

The money is back. The trust is not.

Thank you again to Casino Guru for your assistance.

Kind regards,

Hsoe140

Dear Hsoe140,

Thank you for confirming that the funds have now been returned to your account and that you were able to successfully withdraw the full amount. I'm very glad to hear that the financial part of the issue has finally been resolved.

I also really appreciate your kind words about Casino Guru and your cooperation throughout the whole process. I understand that this was a frustrating and unnecessarily long experience for you, and I'm sorry that you had to go through so many steps before the matter was finally resolved.

We'll now mark the complaint as "resolved" in our system.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're always happy to help where we can.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot:

Trustpilot

An honest review, along with any suggestions for improvement, would be very valuable to us and could also help other players who may be considering contacting Casino Guru for assistance with an online casino-related issue.

Thank you again for your patience and cooperation, and I'm glad we could assist you in getting this matter resolved.

Best regards,

Barbora

Casino.Guru