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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 Sahan99sl,

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 Karla and Casino Guru Team,

I would like to provide a critical update regarding my complaint against 1xBet. It has now been 18 days since my withdrawal request, which exceeds your 14-day recommendation.

I have been fully cooperating with 1xBet’s security team. However, they are repeatedly asking for a screenshot of a payment method named "Cards FTD WW AMPEEX LTD". As shown in the 15 screenshots I am attaching here, this specific method does not exist in my transaction history.

I have sent them my full withdrawal list (11 screenshots) covering all my activities, yet they continue to send automated replies asking for the same non-existent proof. Even after I sent the evidence today, they replied within minutes with the same template, proving they are not even reviewing my documents.

I am attaching:

The full list of my withdrawal methods (proving the requested method isn't there).

My recent email to 1xBet with all attachments.

Their automated response received today (5:47 PM) ignoring my evidence.

I kindly request your urgent intervention as the casino is clearly using bad-faith tactics to stall my payment.

Thank you.

"Attaching more evidence (Part 2)"

"Attaching more evidence (Part 3)"

Dear Sahan99sl,

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 Karla,

No, I still haven't received my withdrawal. 1xBet continues to provide contradictory information. Recently, they sent me an email claiming that a specific withdrawal method (FTD WW AMPEEX LTD) is not displayed in my account.

Even though I have already sent them clear screenshots proving that this method is not available in my account, they have not provided any reply or acknowledgement to my emails. They are simply ignoring my evidence and delaying my payment without a valid reason.

I have also published a complaint on AskGamblers and submitted nearly 50 screenshots as evidence of their behavior. Please help me to get my funds back as this has been going on for nearly a month."

Dear Sahan99sl, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

"Dear Karla,

Thank you for looking into my case. Here are the answers to your questions:

Previous Withdrawals: I have never made any successful withdrawals before; this is my first one.

KYC Verification: Yes, I confirm that I have passed the KYC verification.

Bonus: I accumulated my winnings without an active bonus.

Games Played: I played both sports betting and casino games.

Communication: I will send the screenshots of my communication with 1xBet to your email address (karla.m@casino.guru) right away.

Thank you for your support in resolving this."

"Hi Karla,

Just a quick update to confirm that I have sent all the requested evidence and the full communication history (61 screenshots in total) to your email address (karla.m@casino.guru) as we discussed.

Please let me know once you have received them. Thank you!"

Dear Sahan99sl, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Dear Karla,

Thank you for your response. To clarify, this is my first time withdrawing from my account, and I have had multiple attempts rejected. Here are the updated details based on the additional evidence I am providing:

Withdrawal attempts: I first attempted to withdraw 10,900 LKR on 07.02.2026, which was rejected. Later, I tried to withdraw 11,000 LKR on 12.02.2026, which was also rejected.

Previous successful withdrawals: I have never had a successful withdrawal.

Payment method & Error: I used my Visa card to deposit funds. However, when I try to withdraw using the same or other methods, I often receive an error stating: "Withdrawals will only be approved when made using the same payment method that was used to make a deposit". This is confusing as I am trying to use my deposit method.

Current status: All my requests have been 'Rejected'. Currently, there are no active requests in my account.

I am attaching screenshots of both rejected attempts (07.02.2026 and 12.02.2026) and the specific error message I received. I am also attaching proof that their Twitter support has ignored my DMs since Feb 27th.

Thank you for your assistance.

"Hi Karla,

I have already emailed you 61 screenshots (to karla.m@casino.guru) containing my full communication history with 1xBet and proof of the family relationship regarding the Visa card used.

I am also attaching the specific error message I receive. It claims withdrawals must use the same deposit method, but 1xBet continues to block my verified Visa card despite all the proof I've sent. Please review the 61 screenshots for the full details of this case.

Thank you!"

Dear Sahan99sl,

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, Hadi hadi.a@casino.guru . 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,

Karla Mayfly

Dear Sahan99sl,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 1xBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 1xBet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Hi Hadi, thank you for taking my case. Currently, 1xBet is asking for my bank statement on another platform (AskGamblers) to prove I didn't receive the funds. However, my 1xBet dashboard clearly shows the withdrawal status as 'Rejected'. I feel they are unnecessarily delaying my payment by asking for documents that are not relevant when the system itself rejected the transaction. I will provide the statement as requested, but I would appreciate your support in getting a clear reason for these rejections from 1xBet.

Dear Sahan99sl,

Thank you for your message and for providing all the details regarding your withdrawal issue.

To proceed with verifying your case and checking the current status, we kindly ask you to first create a payment query directly with the Payment Department through your 1xBet account. You can do this in your account dashboard under the "Payment Query" section.

Once you have created this payment query, please provide us with the query number. With this number, we will be able to verify your request on the system and follow up on the latest updates regarding your withdrawal.

We appreciate your cooperation and look forward to receiving the payment query number so we can assist you further.

Kind regards,

1xBet Team

"Dear Hadi,

I followed your instructions and tried to create a 'Payment Query' through my 1xBet dashboard. However, I encountered the following issues:

Date Limitation: The app only allows selecting dates from March, but my rejected transactions were on Feb 07 (10,900 LKR) and Feb 12 (11,000 LKR). Therefore, I couldn't create the query manually.

Refusal by Support: I contacted 1xBet live support and asked them to create a query for me manually. Despite my clear request for a 'Query Number' for the rejected transactions, the agent (Maneesha) refused to provide it.

Misleading Advice: Instead of providing the query number, the agent is now telling me to try a new withdrawal using my Visa card. This does not address my original problem regarding the funds that were already rejected in February.

I have attached the screenshots of the app's date limitation and my conversation with the support agent as proof. It seems 1xBet is intentionally avoiding providing the query number. Please advise on how to proceed."

Dear Sahan99sl,

Thank you for the update and for providing the evidence.

Dear 1xBet Team,

Could you please advise how the player should proceed ?

Dear Sahan99sl,

Thank you for your message. We are checking the information and will provide you with a reply soon.

Appreciate your patience.

Kind regards,

1xBet Team

Thank you for the update. I look forward to a quick resolution and hope to receive my funds as soon as possible.

Dear Sahan99sl,

Thank you for your update.

Could you please clarify which payment method you are currently trying to use for withdrawal, where you are receiving the rejection?

Additionally, we kindly ask you to submit a new withdrawal request and provide us with a screenshot of the rejection for this new request. Please note that we need a recent example, not the one from February 12.

This will help us review your case more accurately and assist you further.

Thank you for your cooperation.

Kind regards,

1xBet Team

As requested, I attempted a new withdrawal of 11,000 LKR today (31.03.2026). It was immediately rejected with the error: 'Withdrawals will only be approved when made using the same payment method that was used to make a deposit.' You can see the proof in my attached screenshots taken today at 15:22.

I have already provided all necessary evidence regarding the deposit made using a family member's card at the very beginning of this process. I am aware that you might ask for my bank statement next to delay this matter further, as this issue has been ongoing for nearly two months. Therefore, to prevent any more delays, I have attached my bank statement from February 1st to today. This statement clearly proves that the missing funds never returned to my account. Please help me resolve this once and for all.

Dear 1xBet Team,

Thank you. Please review the new rejection and clarify the correct withdrawal method.

Dear Sahan99sl,

Thank you for the update. We will wait for the casino’s clarification.

Best regards,

Hadi

Dear Sahan99sl,

Thank you for your message.

Please contact our support via email and tell them that the attempt was rejected.

Thank you for your cooperation.

Kind regards,

1xBet Team

I strongly object to 1xBet's request to contact them via email again. I have already spent over two months emailing their support team repeatedly, providing every proof they asked for, yet they either ignored me or sent automated excuses. It was only after their failure to resolve this through email that I brought this case to Casino Guru.

This is a clear attempt by 1xBet to move the conversation away from this public platform to delay the process for another month. I will NOT go back to the same failed email process. Since 1xBet is present here, they can review the fresh evidence I provided on 31.03.2026 and resolve it right here. I request Casino Guru to take firm action against these delaying tactics and hold them accountable. I want a final resolution on this platform, not more empty promises via email.

Dear 1xBet Team,

Thank you for your response.

As the player has already provided a recent rejected attempt, could you please kindly confirm the reason for the rejection and advise what exact step is needed to complete the withdrawal successfully?

Best regards,

Hadi

Dear Sahan99sl,

Thank you for your message.

Please note that according to the company’s rules (Clause 6.2.5):

"You can only withdraw funds using the same payment details that were used for depositing funds into your account. If you use multiple deposit methods, withdrawals must be made proportionately to those deposits."

In your case, the issue is caused by a mismatch in payment methods:

Your deposit was made using the card ending in **0282

However, you are currently attempting to withdraw funds to a different card ending in **1026

Because of this difference, the system automatically rejects your withdrawal request, as it does not match the original deposit method.

To proceed successfully, you need to submit your withdrawal request using the same card 0282 that was used for the deposit.

If that card is no longer available, please inform support so they can guide you through the verification process for approving an alternative withdrawal method.

Thank you for your understanding.

Kind regards,

1xBet Team

I am shocked that 1xBet is acting like this is new information. I have been telling them since early February that the original card is not available for withdrawals. In fact, back in February, their support and Live Chat repeatedly told me to deposit even MORE money and place more bets to 'unlock' my withdrawals, instead of guiding me through a verification process for an alternative method.

I have already provided 1xBet and uploaded here all the necessary proofs—including the relationship with the cardholder and my own bank statements—months ago. 1xBet has wasted my time for over 60 days by giving me conflicting instructions and ignoring my evidence. Now that they finally admit on this platform that an 'alternative withdrawal method' can be approved if the original card is unavailable, I demand that they stop the excuses and approve my verified personal card (ending in 1026) immediately. I have already done all the verification they claim to need.

Dear 1xBet Team,

Thank you for your response.

As the original deposit card ending in **0282 is not available, please proceed with enabling an alternative withdrawal method for the player in line with your stated process.

Kindly confirm once the alternative method has been approved and provide the expected timeframe for completing the withdrawal.

Dear Sahan99sl,

Thank you for your update.

We will now wait for the casino to proceed with the alternative withdrawal method and confirm the timeframe for completion.

Best regards,

Hadi

Dear Hadi,

Thank you very much for your understanding and for taking a firm stand on this matter. I appreciate your effort to hold 1xBet accountable and for guiding us towards an alternative withdrawal method. I will wait for their response as you suggested.

Dear Sahan99sl,

Thank you for your message.

We kindly asking you to contact us via email, to describe the issue and to wait for instructions.

Thank you for your cooperation and understanding.

Kind regards,

1xBet Team

Dear Hadi / Casino Guru Team,

1xBet has sent the same generic message asking me to contact them via email. I want to highlight that I have already contacted their security department dozens of times since February, as shown in the evidence I provided. They consistently ignored my emails or gave no solution.

They are simply trying to move this conversation away from a public forum to avoid accountability. I have already provided all the information about the card usage. I am asking Casino Guru to insist that 1xBet provides a concrete solution or alternative verification method right here, rather than sending me back to a department that has ignored me for months.

Dear Sahan99sl,

Thank you for the update. I understand your frustration, especially since you have already contacted the casino by email multiple times and provided supporting evidence.

Dear 1xBet Team,

Thank you for your response. However, as the player has already been in contact with your support team repeatedly since February without a concrete resolution, simply redirecting them to email again does not seem sufficient at this stage.

Could you please clarify, directly here in the complaint thread, what exact verification step or document is still required to enable the alternative withdrawal method? If no further documents are needed, please confirm when the player can expect this method to be approved and the withdrawal processed.

Dear Sahan99sl,

Please note that if you already have deposits made using the card ending in **1026, there is no requirement to make any additional deposits. Any further deposits and gameplay are entirely at your own discretion and only if you personally wish to do so.

To proceed with enabling this card as a withdrawal method, you need to complete the verification of the new payment method. For this, please contact our Security Department via email at security-en@1xbet-team.com using your registered email address. In your request, kindly include нour account IG and a request to approve a new card for withdrawals.

After that, our security team will provide you with the list of required documents to verify this payment method. Once the documents are successfully reviewed, the alternative withdrawal option can be enabled.

Thank you for your understanding and cooperation.

Kind regards,

1xBet Team

Dear Sahan99sl,

I understand this has been a long and frustrating process, and I appreciate your patience throughout. Please follow the casino's latest instruction and let me know once you have sent the email.

Dear 1xBet Team,

Thank you for the clarification. We appreciate your cooperation and look forward to a smooth resolution from here.

Best regards,

Hadi

Dear Hadi,

Thank you for your support. As per the casino's latest instructions, I have sent the email to the Security Department requesting to verify a new payment method (new card). Please find the attached screenshot of the email. I will keep you updated once I receive their response regarding the required documents.

Dear Sahan99sl,

Thank you for your message.

We have checked the information with the Security Department, and at the moment they report that no email request from you has been received on their side.

In order to proceed further, we kindly ask you to send us a screenshot of your email that you sent to the Security Department. The screenshot must clearly show:

-the full text of your message

-the date and time of sending

-the sender’s email address

-the recipient’s email address

Please provide this screenshot so we can verify the situation and assist you further.

Thank you for your cooperation.

Best regards,

1xBet Team

Dear 1xBet Casino,

The player has already provided screenshots in this thread showing the email was sent to security-en@1xbet-team.com on April 22, 2026 at 18:12 from their registered email address. The full message content, sender, recipient, and timestamp are all clearly visible. Could you please recheck with your Security Department and confirm whether this email can now be located?

Dear Sahan99sl,

Could you please forward the email you sent to the Security Department directly to hadi.a@casino.guru, along with any files or documents relevant to this complaint, so we can review everything from our end?

Best regards,

Hadi

Dear Hadi,

Thank you for your assistance. As requested, I have just forwarded the email I sent to the 1xBet Security Team on April 22nd, along with all the relevant screenshots as proof, to your email address (hadi.a@casino.guru).

I look forward to your review and hope for a quick resolution.

Hello,

We are checking the information and will get back as soon as possible.

Thank you for your cooperation.

Best regards,

1xBet Team

Dear Hadi,

I am writing to inform you that 1xBet has contacted me via email. They have asked me to make a minimum deposit using my new payment method and place a bet at odds of 1.10 or higher to verify the account.

I am following these steps now and will provide the confirmation to their security team shortly. I have attached the emails from their Security and PR teams here for your review. Thank you for your ongoing support.

Dear Sahan99sl,

The security team's request for a minimum deposit using your new card is a standard step to verify that the card belongs to you and is active. This is separate from your existing balance and is not a requirement to unlock your original funds. Please go ahead and follow their instructions, then confirm back to them as directed. Keep us updated once done.

Best regards,

Hadi

Dear Hadi,

Thank you for the clarification and your support. I completely understand that this is a standard verification step.

I am now proceeding to follow their instructions exactly as requested—making the minimum deposit with my new card and placing the required bets. I will update both you and the security team as soon as I have completed these steps.

Thank you for keeping this complaint active while I finalize this process.

Update: I have successfully made a deposit of 1646 LKR using my Visa card as instructed. I am now proceeding to place the required bets with odds over 1.10. I will provide the final confirmation and all screenshots once the betting step is completed.

Dear Sahan99sl,

Thank you for diligently following the instructions. We will now wait for the casino to respond.

Update: I have completed the wagering requirements as requested by the 1xBet Security Team. I placed bets totaling my deposit amount on odds greater than 1.10, and all bets are now settled. I have sent the proof to their security department and am waiting for their final response. Attached is the settled bet history for your reference.

Dear Hadi,

I would like to provide an update. I was contacted by 1xBet Sri Lanka Customer Service today. They requested the specific details of my failed withdrawal attempts and a screenshot of the error message I received.

I have already replied to them with all the requested information, including the withdrawal date, time, amount, and the error screenshot. I also reminded them that I have already completed the wagering requirements with the new card as instructed by the security team.

Attached are the screenshots of the email I received from them and my reply for your reference. I am waiting for their resolution.

Dear 1xBet Casino,

The player has now completed all verification steps your security team requested, including a deposit and settled bets using the new card. Could you please confirm whether the alternative withdrawal method has been approved and when the player can expect the withdrawal to be processed?

Best regards,

Hadi

Hello,

Thank you for your message.

We are checking the information and will get back to you shortly.

Thank you for your cooperation.

Best regards,

1xBet Team

Hello,

Thank you for your message.

Could you please clarify — after making the deposit and completing the wagering requirements, did you contact the Security Department again and provide confirmation of the deposit and completed bets?

At the moment, according to the information from the Security Department, no such confirmation or follow-up from your side has been received yet.

We kindly ask you to contact the Security Department again and provide the confirmation so they can continue reviewing your case.

Thank you for your cooperation.

Best regards,

1xBet Team

Dear Sahan99sl,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Hadi
Casino.Guru