Support FAQ

How do I contact 1xBet support?

You have several options:

• Live Chat: Available 24/7 in the app or website (fastest)
• Email: support@1xbet.com for general inquiries
• Phone: Regional numbers available in the app
• Telegram: Official support bot

Full contact details →

Is support available 24/7?

Yes. Live Chat and email support are available 24 hours a day, 7 days a week. Phone support hours vary by region.

What languages does support offer?

1xBet support is available in 50+ languages. When you start a Live Chat, you'll be matched with an agent who speaks your language when available.

Can I contact support without an account?

Yes. You can email support or use the website Live Chat without logging in. However, for account-specific issues, you'll need to verify your identity.

How do I find the Live Chat?

Look for the chat bubble icon in the bottom right corner of the app or website. Tap it to start a conversation.

How long does it take to get a response?

Response times vary by channel:

• Live Chat: 2-5 minutes (may be longer during peak times)
• Email: 24-48 hours for first response
• Phone: Immediate when connected

Detailed response times →

Why is Live Chat taking so long?

Wait times increase during:

• Major sporting events (Champions League, World Cup)
• Weekend evenings
• After new promotions launch

If you've waited more than 15 minutes, try refreshing or use email instead.

How can I get a faster response?

To speed up your support experience:

• Have your Account ID ready
• Provide all relevant details upfront
• Include screenshots if applicable
• Contact during off-peak hours (weekday mornings)

I haven't received a reply to my email. What should I do?

If it's been more than 48 hours:

1. Check your spam/junk folder
2. Send one follow-up email (same thread)
3. Try Live Chat and mention your email ticket

My account is locked. How do I unlock it?

Contact Live Chat immediately with your Account ID. Common lock reasons:

• Multiple failed login attempts (temporary lock)
• Security concern detected
• Verification required

Support will verify your identity and unlock your account if appropriate.

I forgot my password. How do I reset it?

Use the "Forgot Password" link on the login screen. A reset link will be sent to your registered email. If you don't have access to your email, contact support for alternative verification.

Can support change my registered email?

Yes, but it requires identity verification. You'll need to provide:

• Photo ID matching account details
• Proof you own both old and new email addresses

How do I close my account?

Email support@1xbet.com with subject "Account Closure Request" and your Account ID. Any remaining balance will be refunded to your original payment method.

My deposit didn't arrive. What should I do?

First, wait 15-30 minutes as some methods have processing delays. If still missing:

1. Check your bank/e-wallet for the charge
2. Contact Live Chat with transaction details
3. Provide payment proof if requested

Deposit troubleshooting →

My withdrawal is pending. How long will it take?

Withdrawal times depend on:

• Processing: 0-24 hours (1xBet review)
• Payment method: 1-10 days depending on method
• Verification: May delay if documents needed

Withdrawal details →

Can I cancel a withdrawal?

Yes, if it's still "Pending" status. Go to your withdrawal history and look for the cancel option. Once processing begins, cancellation may not be possible.

Why was my withdrawal declined?

Common reasons:

• Verification not complete
• Bonus wagering requirements not met
• Withdrawal method different from deposit
• Exceeded limits

Contact support for specific reason and next steps.

How do I file a formal complaint?

Email complaints@1xbet.com with:

• Your Account ID
• Description of the issue
• Previous support interactions
• Desired resolution

Full complaint process →

How do I dispute a bet settlement?

Contact support within 30 days of settlement with:

• Bet ID
• Why you believe settlement was incorrect
• Official result source

Dispute resolution process →

What if I'm not satisfied with the complaint response?

You can:

1. Request internal escalation to a senior manager
2. Contact external mediators (eCOGRA, IBAS)
3. File complaint with licensing authority

Can I get a refund?

Refunds are considered for:

• Duplicate deposits
• Technical errors
• Unauthorized transactions
• Account closure (balance refund)

Lost bets and used funds are not refundable. Refund details →

The app keeps crashing. What should I do?

Try these steps:

1. Update to the latest app version
2. Clear app cache
3. Restart your device
4. Reinstall the app if issues persist

Full troubleshooting →

I'm having login problems. Help?

Check:

• Correct username/email and password
• Caps Lock is off
• Internet connection is stable
• Account isn't locked (contact support if so)

Login troubleshooting →

Can support help with app installation?

Yes. Live Chat agents can guide you through installation issues. Have your device model and OS version ready.

Download & installation →

How do I report a bug?

Contact support with:

• Description of the bug
• Steps to reproduce
• Device and app version
• Screenshots or screen recording

Why do I need to verify my account?

Verification is required by regulations to:

• Confirm your identity and age
• Prevent fraud and money laundering
• Ensure responsible gambling compliance

Verification details →

How long does verification take?

Usually 24-72 hours after document submission. Complex cases or unclear documents may take longer.

My documents were rejected. Why?

Common rejection reasons:

• Image is blurry or cut off
• Document is expired
• Name doesn't match account details
• Address proof is too old (usually max 3 months)

Resubmit with a clear, valid document.

Is my personal data safe?

Yes. 1xBet uses encryption and follows data protection regulations. Documents are stored securely and used only for verification purposes.

Data protection policy →

Does VIP status give better support?

VIP players often have access to dedicated account managers and priority support channels with faster response times.

Can I request a transcript of my support chat?

Yes. At the end of a Live Chat session, you can request the transcript be sent to your email.

Support asked for information I don't want to share. What do I do?

Legitimate support will only ask for information necessary to resolve your issue. Never share your password. If unsure, ask why the information is needed.

How do I give feedback about support?

After a Live Chat session, you may receive a satisfaction survey. You can also email feedback to support@1xbet.com.