Money taken and nothing showing is stressful, but it is usually traceable. Work through this page in order, gather the proof it lists, then contact the official desk with the facts ready.
Start with your own records, because the payment side tells you where the problem sits.
Your bank or wallet app shows a finished debit with a reference. The money has left and the case belongs with the betting site.
The payment is still in progress at your bank or wallet. Give it a little time before you contact anyone.
The money should return to your account by itself. Your bank can say how long that takes.
A deposit can arrive and still look missing. Rule these out first.
Make sure you are signed in to the account you meant to fund. Players with several profiles sometimes look at the wrong one. Note that the terms allow only one account per customer.
Reload the page or restart the app. A stale screen is a surprisingly common cause.
Look at the account transaction list for an entry with the amount and time of your payment.
The terms set a KYC policy. At minimum a customer must provide a full legal name, date of birth and permanent residential address, and more documents can be requested depending on transaction size or frequency.
The name and address on your profile should match your documents exactly. Mismatches slow every check.
If support asks for a document, send it through the route they name rather than posting it publicly.
Use phone or chat for speed and email when you want a written record of the case.
Call 0008000820051 or 0008000503276. If calling from abroad, +44 127 325-69-87 is listed.
Support is described as available 24/7. Keep your receipt open so you can read out the reference.
Write to info-ind@1xbet-team.com with screenshots. Written enquiries are answered within 24 hours.
A complete first message often settles things in one exchange.
A screenshot of the completed debit showing amount, date, time and reference.
The ID or the phone or email used at sign-up. Never include your password.
For example: paid on the 12th at 6:40 pm, balance unchanged.
Some understandable reactions turn a small payment problem into a bigger one.
Sending the amount again before the first is traced can double your loss.
Strangers offering to recover payments for a fee should be ignored. Use only the official channels.
Answers to what readers ask once the checklist has been run.
If the debit is complete and the balance has not changed after you refreshed, there is no need to wait long. Contact support.
Tell support honestly. Payment instruments should be in the holder's own name, and hiding it can create bigger trouble later.
Only if asked. The minimum is a name, date of birth and permanent address, and more can be requested.
No. One account per customer is the rule, and a second account does not fix a stuck payment.
Customer care guide