How to File a Complaint
If standard support hasn't resolved your issue, you can file a formal complaint. Here's the complete process.
Last updated: January 22, 2026
When Should You File a Complaint?
A formal complaint is appropriate when:
- Standard support hasn't resolved your issue after multiple attempts
- You received a resolution you believe is unfair or incorrect
- Your issue has been pending for an unreasonable time
- You experienced a policy violation or misconduct
- You want an official record of your grievance
Try Standard Support First
Most issues are resolved faster through Live Chat or regular email. File a formal complaint only after standard channels have failed to help.
Types of Complaints
| Category | Examples | Typical Resolution |
|---|---|---|
| Payment | Delayed withdrawals, missing deposits, incorrect amounts | 5-14 days |
| Betting | Incorrect settlement, voided bets, odds disputes | 7-21 days |
| Account | Unfair restrictions, closure without reason | 5-14 days |
| Bonus | Unfair forfeiture, unclear terms applied | 5-10 days |
| Service | Poor support, unprofessional conduct | 3-7 days |
| Technical | Losses due to app bugs, connection issues during bets | 7-14 days |
How to File a Complaint
Step 1: Gather Documentation
Before filing, collect all relevant evidence:
- Transaction IDs — All related payment or bet IDs
- Screenshots — Error messages, bet slips, chat logs
- Dates and times — When issues occurred
- Previous communication — Ticket numbers, chat transcripts
- Financial proof — Bank statements if relevant
Step 2: Write Your Complaint
Structure your complaint clearly:
- Subject line: "Formal Complaint - [Issue Type] - Account #XXXXX"
- Summary: One paragraph describing the issue
- Timeline: Chronological list of events
- Previous attempts: Support interactions so far
- Desired resolution: What outcome you expect
- Attachments: List all evidence included
Step 3: Submit Your Complaint
Send your complaint to the dedicated complaints email:
Email: complaints@1xbet.com
Subject format: Formal Complaint - [Category] - Account #[Your ID]
Step 4: Wait for Acknowledgment
You should receive:
- Within 48 hours: Acknowledgment email with complaint reference number
- Within 5 days: Initial assessment and timeline for resolution
Step 5: Follow Up if Needed
If you don't receive acknowledgment within 48 hours:
- Send one follow-up email to the same address
- Use Live Chat to confirm receipt (reference your complaint)
Complaint Email Template
To: complaints@1xbet.com
Subject: Formal Complaint - Withdrawal Delay - Account #12345678
---
Dear 1xBet Complaints Department,
I am filing a formal complaint regarding a withdrawal that has been pending for 15 days despite meeting all requirements.
Account Details:
Account ID: 12345678
Registered Email: user@email.comIssue Summary:
On January 5, 2026, I requested a withdrawal of $1,000 via Skrill (Transaction ID: W-987654). As of January 20, the withdrawal remains "Processing" with no explanation.Timeline:
- Jan 5: Withdrawal requested
- Jan 8: Contacted Live Chat, told to wait
- Jan 12: Emailed support, no response
- Jan 15: Live Chat again, escalated to supervisor
- Jan 18: Still no resolutionPrevious Support Interactions:
- Chat transcript #CT-12345 (Jan 8)
- Email ticket #TK-67890 (Jan 12)
- Chat transcript #CT-23456 (Jan 15)Requested Resolution:
Immediate processing of my withdrawal and explanation for the delay.Attachments:
1. Withdrawal request screenshot
2. Chat transcripts
3. Account verification confirmationI expect acknowledgment within 48 hours and resolution within the timeframes stated in your complaints policy.
Regards,
[Your Name]
What Happens After You File
| Stage | Timeframe | What Happens |
|---|---|---|
| Acknowledgment | 48 hours | Receive complaint reference number |
| Assessment | 3-5 days | Team reviews your case and evidence |
| Investigation | 5-14 days | Detailed review, may request more info |
| Decision | After investigation | Written response with outcome |
| Resolution | 1-5 days after decision | Actions implemented (refund, correction, etc.) |
Possible Outcomes
- Complaint upheld: Your requested resolution is implemented
- Partial resolution: Compromise offered
- Complaint rejected: Decision with explanation provided
- Further review: Complex cases may need more time
If You're Not Satisfied with the Response
If the complaint resolution doesn't satisfy you, you have options:
1. Request Internal Review
Ask for your complaint to be escalated to a senior manager. Reply to your complaint email with:
- Your complaint reference number
- Why you disagree with the decision
- Request for senior review
2. Contact External Mediators
Independent dispute resolution services:
| Organization | When to Use |
|---|---|
| eCOGRA | For operators licensed by eCOGRA-recognized jurisdictions |
| IBAS | Independent Betting Adjudication Service (UK) |
| Licensing Authority | Regulator of 1xBet's operating license |
3. Contact Licensing Authority
As a last resort, you can file a complaint with the regulatory body that issued 1xBet's license. This should only be done after exhausting all internal options.
Learn About Disputes →Tips for Effective Complaints
- Be factual: Stick to facts, avoid emotional language
- Be specific: Include exact dates, amounts, transaction IDs
- Be organized: Present information chronologically
- Be realistic: Request reasonable resolutions
- Be patient: Complex cases take time to investigate
- Keep records: Save all correspondence
What NOT to Do
- ❌ Use threatening or abusive language
- ❌ File multiple complaints about the same issue
- ❌ Exaggerate or provide false information
- ❌ Skip standard support and go straight to complaints
- ❌ Demand immediate resolution for complex issues
Common Questions
How long does the complaint process take?
Most complaints are resolved within 5-14 days. Complex cases involving investigations may take up to 21 days.
Can I check my complaint status?
Yes. Reply to your acknowledgment email or contact Live Chat with your complaint reference number.
Will filing a complaint affect my account?
No. Filing a legitimate complaint will not negatively impact your account. It's your right as a customer.
Can I withdraw funds while a complaint is pending?
Usually yes, unless the complaint involves disputed funds that are temporarily held pending investigation.
What if I don't speak English well?
You can file complaints in your preferred language. 1xBet has multilingual support staff.