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I have been a registered player at 1xBet for over 10 years and have deposited funds regularly without any issues until now. I am also a Casino Ruby VIP member, yet my status and long-term loyalty have been completely disregarded.

On 04 January 2026, I made a deposit to my 1xBet account. The funds were credited incompletely. I immediately contacted customer support and provided all requested proof. Since then, I have been kept in an ongoing "investigation" for 11 days, with no clear explanation, no timeline, and no meaningful updates.

Despite this unresolved issue, on 13 January 2026, I made another deposit in good faith. This time, none of the deposited amount was credited at all. Once again, customer support started the same investigation process, repeating the same responses and asking me to wait indefinitely.

Key issues:

Deposited funds are missing or partially credited

Customer support provides generic, repetitive responses

No transparency regarding the status of my funds

No estimated resolution time

My 10-year membership and Casino Ruby VIP status appear to have no value

This situation is extremely concerning, as it involves player funds being held without access and without proper communication. Such handling of deposits raises serious questions about reliability and fund safety.

I am requesting Casino Guru’s assistance to mediate this case and help achieve:

Immediate crediting or refund of both deposits

A clear explanation of what caused these failures

Assurance that player funds are handled properly

Unless this issue is resolved promptly, I will be forced to escalate the matter further to additional complaint platforms and the relevant licensing authority.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’s credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Dear Ciaotaistcan,

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,
Tomas
Casino.Guru