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I made a withdrawal request for 7500 INR on 11-10-2024. Although it initially showed as successful, I have not received the money. I raised a complaint and was told to wait 3 days, then 5 days, and now they keep saying their specialists are working on it without providing any updates. This delay is frustrating, especially because I have never had issues with them before. I have already submitted my bank statements for the relevant time periods. Thank you for your help in resolving this issue as soon as possible.

betting account number - 403762663

Dear nagarjunnag8,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear nagarjunnag8,

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.

Hi Nick,

I haven't received the withdrawal yet. I've been raising a request every day, but all they do is send me repetitive messages saying their specialists are working on it. I haven't received a single update since I requested the withdrawal two weeks ago. I have a complaint registered with ticket number 8754427. 

I'm starting to doubt they will solve this anytime soon, especially since they haven't provided any updates during this timeframe. I've already submitted the bank statements they requested. I hope this gets resolved soon.

Thank you.

Also If I have the email of you Nick I will send you my bank statements and the chat history between me and 1xbet over the days regarding this issue

Dear nagarjunnag8,

Please forward the mentioned evidence and the communication with the casino to nikolas.b@casino.guru for further review.

Will be awaiting your response.

Regards,

Nick

thank you for your response nick, just now i have sent the entire chat history video,my bank statements for the disputed time over the email you have mentioned

will be waiting for your response

regards,

nagarjuna o*****

its been 25 days since my withdrawal and still i haven't received the money in my bank account or in my gaming wallet

Thank you nagarjunnag8 for all the information provided. I will now forward your complaint Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello nagarjunnag8,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1xBet Casino representative to join this conversation and participate in resolving this complaint.

Dear 1xBet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Forwarded to the corresponding department. The payment department is now handling this matter, and once there is a response from the payment system, support will provide you with an update via email.

Dear 1xBet Casino,

Thank you for your response and the information provided.

I will be waiting for the email. Please, let me know once you send the email.

if possible return the money to my gaming wallet instead of bank account,so that I can withdraw it later to my bank account

28 days over already and still no response from your own finance team

I got the money back into my gaming wallet, and I have applied for withdrawal again just now. I will update on how it goes.

Dear nagarjunnag8,

Thank you for your patience. We have requested an update from the relevant department, and as soon as we receive a response, we will inform you immediately.

We appreciate your understanding, and we are here to assist you with anything you need.

Withdrawal is completed now, thank you casino guru and 1xbet for the resolution, you may close this case now

Dear nagarjunnag8,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 here to help. 

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 https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru