The player from Germany had been contacting 1Bet for two weeks, requesting the closure of his account due to concerns about managing his deposits. Despite repeated requests, his account remained open. We requested additional emails from the player to verify his account closure requests. However, the player did not respond to our messages and questions. Consequently, the complaint was rejected due to lack of response.
1Bet Casino - Player is unable to close his account.
Amount: €6,000
1Bet Casino
Safety Index:Very lowSafety Index
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0.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Good Day,
For the past two weeks, I've been writing to 1Bet daily to request the closure of my account, as I no longer able to manage my deposits.
I've reached out via both the live chat and email customer service. The only response I receive is that a bonus has been credited to my account or something similar. When I reply that I don't want a bonus, but I want my account to be closed, they have ignored this for the last two weeks.
Automatic translation:
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7 months ago
Dear Kolbi91,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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6 months ago
Thank you for your email. However, you included only the screenshot from 24 May. Do you have any previous emails requesting self-exclusion?
