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I made deposit on the 31st of October using etisalat cash as payment and money was deducted from my wallet and I received the sms confirmation so I raised a complaint on the 1st of November and got requested for all details that I have shared and today is the 19th which means 20 whole days has passed without a single update on my emails , I am totally being ignored and feel hopeless and scammed 🙁

And belo you can find the sms confirmation of the transfer with trnx ID

1950.0 L.E was successfully transferred to 01147082648. transfer fee is 9.75 LE. Trx date: ‎‎30-10-23 19:36 Trx ID 004686977970. View your transaction history on Ana Vodafone App to track your spending: http://vf.eg/vfcash

Dear sheriftoukhy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

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

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Hi Nick,

I really need you to understand just how frustrated and disappointed I am with the ongoing delay in resolving this issue. It's incredibly frustrating to have made a deposit through Vodafone cash wallet, only to be left waiting for an unreasonable amount of time.

With Vodafone cash wallet, the deposit should be immediate and all that is required is a phone call to the MNO, sharing the transaction ID, and confirming that the transfer was received. It should not take 22 whole days to handle such a straightforward matter!

I want to stress that if a wallet transfer is successful and a transaction ID is generated, it means that the transaction was processed without any issues. While there may be rare cases of reversals after approval due to combination issues, these can easily be confirmed by the 1xbet MNO wallet owner.

As yiu. A see I have shared all the requested data along with the trnx ID and no feedback not a single reply for the past 22 days is this acceptable!?! .

Your assistance in expediting the resolution process would be greatly appreciated.

thanks

Hi Nick, have you forgot me like 1xbet I really need assistance 24 days from there last reply and nothing is happening

appreciate your support as I am really depending on you

thanks

Hi nick , i am officially being scammed and i am depending on your support and please don’t ignore me like 1xbet support

I just sent them the email number 20 :

Hi,

Is this normal or shall i consider that I was scammed and forget about my money, as I really don’t understand 25 days passed and you most have 1 minute to give me update or at least confirm that you are working on my case by ignoring me like this confirms that I was scammed !!

Mr Nick

will you be able to support or what I am doing here is useless ? I would appreciate your kind feedback

thanks

Dear sheriftoukhy,

Did you forward the payment confirmation from your payment provider to the casino so they can locate the lost funds? If you did not, please do as soon as possible.

dear Nick ,

yes for sure since day one as you can see in the below attachments one with all the requested data and the other attached is there last feedback on my email

Thai is the mail subject with the ticked number assigned by 1xbet team:

Re: Pending deposit 1950 using etisalat cash

[#47159596]

And the attached is the last reply received and you have translated it to English

Hello dear user,

The required information has been completed and your request has been sent to the team responsible for processing requests. Please note that due to the large number of requests, processing time may take longer than usual. We kindly ask you to wait and be satisfied with this message, and not to resend the same issue so that we can assist you.

Thank you for your understanding.

Best regards,

Support Team

so please check and confirm if there is anything else required from my end

Nick any update please

Thank you sheriftoukhy for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello sheriftoukhy,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 1xBet Casino to join the conversation and participate in the resolution of this complaint.

Dear 1xBet Casino,

Can you please provide an update on the status of the player's deposit?

Thank you.

Kind regards,

Tomas

Casino.Guru

https://share.icloud.com/photos/077k9rh-x-cHUQGsqDRywC8GQ

The transfer was successful and was not reversed. I am  trying to share  a video "screen recording " showing my transaction history, which clearly shows a debit of 1959.75 EGP without any corresponding credit. Please note that 9.75 EGP represents the transfer fees "unfortunately the video size is too large , However, I have attached a screenshot of the transfer and all the subsequent transactions in my Vodafone cash transaction history, clearly indicating the debited amount without any credit.

Dear Tomas can you please assist as I am being scammed literally and more than a month has passed

Dear sheriftoukhy, 

Would you please let us know to which email have you sent the confirmation of the transaction to, so that we could detect them and take a look at them? It is processing.eg, correct?

All the best,

The 1xBet Team

Dear 1xBet Casino,

Upon looking at the screenshots provided by the player above, there is a ticket ID [#47159596] and email address: processing@eg.1xbet-team.com

Could you please update us after reviewing the matter? Thank you.

This is the email subject with the assignment ticket number 

Re: Pending deposit 1950 using etisalat cash [#47159596]

 I need help as I’ve provided to "processing@eg.1xbet-team.com " everything possible to confirm my transfer ; I’ve shared all of the following:

1) Vodafone Cash sms conformation of the transfer 

2) The transaction ID where the owner of the Etisalat wallet must share it with his customer service to investigate.

3) I’ve screen recorded my phone while opening Vodafone Cash and accessing the transaction history showing the debited transfer and no one reveals was done . 

4) As they requested, I took a video of me calling Vodafone Cash customer service and made sure to say my wallet number and the wallet number it was transferred to, along with the date and amount and they confirmed during the call that the transfer was successful with no reversal. 

5) I asked them if the owner of the Etisalat wallet can provide anything from the above , but nothing has been added to me. 

Finally, it has been a whole month and five days, and I have provided everything possible to processing@eg.1xbet-team.com confirming the transfer. I really feel being scammed by them and don’t know what should I do!?

Dear user, 

As per the Security Department, this transaction got rejected. We have informed them of your transaction to be resolved. Please wait a bit more until you've received an answer from the Support Team's side. 

All the best,

The 1xBet Team

Hello sheriftoukhy,

Can you please update us once you have any feedback from the support team? If the casino has indeed informed them, I assume they should already be aware of it.

Dear sheriftoukhy,

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.

Dear all,

Unfortunately, we’re forced to reject this case because the player has stopped responding to our messages and questions. Without the player's cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Kind regards,

Tomas

Casino.Guru