1xBet Casino - Die Rücknahme des Spielers hat sich verzögert.

My Account Id : 745711389

my problem is on 19 April i tried to withdrawal 15125 EGP by instapay method, till now i didn’t receive my money

i already contact with support they sent me photo for pending transaction that not delivered to me till now i told him then he requested several requests

1 - Bank statement in PDF i already provided it several times

2 - video record from instapay app i already provided it

3 - call with my bank in english to confirm that i already do

4 - replay from bank on mail also i attached

till now they asked me for this data after sending it several times and customer service not understand what problem

my ticket number : 15752888

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Dear Amraltoukhey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Veronika

Hello Veronika,

Thx for your replay

• yes, I have made several withdrawals before successfully
• yes, my KYC is verified
• yes, I requested my winnings without active bonus

Regards,

Please forward me all the communication between you and the casino customer support regarding the missing transaction at veronika.f@casino.guru. I appreciate your patience and cooperation.

Dear Amraltoukhey

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, Lucia (lucia.s@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,

Veronika

Hello Amraltoukhey,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1xBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Amraltoukhey,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia