1xSlots Casino - Il giocatore non ha ancora incassato le vincite.

I played at 1xslots casino and switched to withdrawing money to my card, but they had a condition: if the money was deposited to my card in parts, I had to confirm each received amount. I received 6,000, and there was also a confirmation amount for 5,000. I confirmed the receipt, but then I looked at my bank card's money receipt history and there was no transfer for 5,000. So, they decided to withhold the remaining 5,000 from my 12,000. If you can, please contact them. Thank you.

Сыграл в казино 1 xslots перешёл на вывод денег на карту но у них было условие что если денги будут поступать на карту частями надо подтверждать каждую полученную сумму. Получил 6 тыс и там тоже появилось сумма подтвердить 5 тыс получение я подтвердил но потом посмотрел в истории получение ленег на банковском карте и там не было перевода на 5 тыс. В общем они решили меня не доплатить 5 тыс из 12 тыс. Если можете на пишите им. Спасибо вам

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 Levan,

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

I only received half the amount. The rest was gone. They had some problems and issued the wrong amount. Now they're telling me to wait up to two months. Is a player really obligated to tolerate whatever the casino wants? Thanks for your response.

Я только половину суммы получил остальное нет у них какие то проблемы были и не правильно сумму выдали шяс говорят что б я ждал до 2 месяцев. Неужели игрок обязан терпеть все что захочется казино? Спасибо за то что откликнулись

Good afternoon.

Our team regrets that you have encountered difficulties in receiving part of the withdrawal amount.

We are always ready to help our users, but we ask you to consider the reason for this situation.

According to the withdrawal terms specified when creating your request, you must confirm receipt of funds only after they have actually arrived. We've attached a screenshot of the relevant confirmation.

Because you mistakenly confirmed receipt of funds, the transaction was automatically stopped.

We are continuing to work on refunds. However, we would like to point out that this process may take some time.

We ask for your patience. Our team will notify you as soon as we have any updates.

We hope we won't have to wait long for news.

Добрый день.

Наша команда сожалеет о том, что вы столкнулись с трудностями при получении части суммы вывода средств.

Мы всегда готовы прийти на помощь нашим пользователям, однако просим вас учитывать причину возникновения данной ситуации.

Согласно условиям вывода средств, указанным при создании заявки, подтверждать получение средств необходимо только после их фактического поступления. Мы прикрепили соответствующий скриншот.

Поскольку вы ошибочно подтвердили получение средств, транзакция была автоматически остановлена.

Со своей стороны мы продолжаем работу над возвратом средств. При этом хотим отметить, что данный процесс может занять некоторое время.

Просим вас проявить терпение. Как только у нас появятся какие-либо обновления, наша команда сообщит вам.

Надеемся, новостей не придётся ждать долго.

Your system didn't process the transfer correctly, and the 1,000 rubles weren't credited at the time, but they were returned to the casino, so don't blame your problems on me. I sent you what you requested via chat. However, it's my 6th birthday today. Are you trying to justify it?

Ваша система не корректно исполняла перевод в тот момент не поступили 1000 р но эти деньги обратно на казино вернулись так что не надо ваши проблемы только на мою сторону переносить. А скинул вам то что требовали по чату. Тем не мне сегодня 6 днеи. Вы еще что то хотите в оправдание сказать.

The problem hasn't been resolved, but I want to express my sincere gratitude to the Casino Guru team for their authority and concern for their players. They haven't returned the money yet.

Проблема не решена но от себя большое спасибо хочу сказать команде казино гуру за свои авторитет и заботу о игроках спасибо вам. Денги они еще не вернули

We must once again draw your attention to the fact that you have violated the stated withdrawal terms. This term is not hidden or placed in a difficult-to-reach place. On the contrary, we clearly state that confirmation of funds receipt is required only after they have been actually received.

We see no reason to believe that any mistakes were made on our part.

Regarding the information you provided for the investigation, we are grateful for your cooperation. However, we would like to emphasize once again that the current situation arose as a result of your actions.

We continue to assist in resolving this matter. We ask for your consideration of the circumstances and your patience as we continue to work on this situation.

Вынуждены вновь обратить ваше внимание на то, что вы нарушили указанное условие вывода средств. Данное условие не является скрытым или размещённым в труднодоступном для пользователей месте. Напротив, мы чётко указываем на необходимость подтверждения поступления средств только после их фактического получения.

Мы не видим оснований полагать, что с нашей стороны были допущены какие-либо ошибки.

Что касается предоставленных вами данных для проведения расследования, мы благодарны за ваше сотрудничество. Вместе с тем хотели бы ещё раз подчеркнуть, что сложившаяся ситуация возникла в результате именно ваших действий.

Со своей стороны мы продолжаем содействовать разрешению данного вопроса. Просим вас принять во внимание изложенные обстоятельства и проявить терпение, пока продолжается работа над ситуацией.

Jean, I personally thank you for working on this case. But they still haven't offered any solutions other than to wait. Thanks again.

Jean личное благодарность вам спасибо что занимаетесь этим делом. Но они все ешё никаких решении не предлогают кроме того что ждать. Ешё раз спасибо.

Dear Levan,

Thank you for your continued patience and for clarifying the situation.

I understand that you accidentally confirmed receiving the 5,000 RUB before the money actually arrived. While it is important to follow the casino's withdrawal instructions carefully, we also understand your concern about the missing funds.

Since the casino has confirmed that it is working on recovering the money, we would like to give them some additional time to investigate. We will keep your complaint open and continue monitoring the situation.

In the meantime, could you please confirm whether the remaining 1,000 RUB was successfully returned to your casino balance and whether the only outstanding amount is now 5,000 RUB?

Thank you for your cooperation.

Dear 1xSlots Casino representative,

Thank you for your continued cooperation and for explaining the circumstances surrounding the withdrawal.

We understand that the player mistakenly confirmed receipt of the 5,000 RUB before the funds actually arrived. However, we believe it is important to establish what happened to the missing funds and whether they can still be recovered.

Could you please clarify the following:

1. Was the disputed 5,000 RUB actually sent by your payment provider, or was the transaction stopped before the funds were transferred?
2. What is the current status of the recovery process, and is there any estimated timeframe for its completion?
3. If the payment provider is unable to recover the funds, what would happen to the player's outstanding withdrawal?

We appreciate your efforts to resolve this matter and look forward to your clarification.

Thank you for your cooperation.

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

Dear Levan,

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,

Jean