The player from Portugal is questioning responsible gambling tools offered by the casino. She asked for a 7-day cool-off period. Subsequently, she received a confirmation that the limit had been applied to her account, however, her access to her account was seemingly not limited in any way. She was allowed to deposit a substantial amount, which was, unfortunately, played and lost. According to the casino's statements, the cool-off period was in fact applied to the player's account, however, reportedly, the player was responsible for not using her account during this time period. This approach renders the option to set a cool-off period misleading and therefore, we believe the player's deposits made during the time period should be refunded. The casino refused to comply with our ruling. The complaint was closed as 'Unresolved'.
1Bet Casino - Player questioning the responsible gambling tools.
Black points: 903
Amount: €1,600
1Bet Casino
Safety Index:Very lowFailed self-exclusion
UNRESOLVED
Case summary
Good morning,
on November 26th I asked for a break from gambling at 1Bet casino. This request was accepted. I made this request because I don't have full control of my casino spending, I can "lost" myself easily. As I had already lost some money, I didn't want to be able to lose more. It turns out that this request for a 7-day break (accepted by them) was not respected and I ended up depositing another €1600 between December 30th and 1st. Where are the players' rights? Not even the casino protects us when we ask?
Dear Maria,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the responsible gambling section presented on the website and I haven't found any mention of the possibility to set a cooling-off period.
Have you set it up in your account or asked support to apply it for you? If you send your request to the casino support, could you please forward me that request? My email address is kristina.s@casino.guru.
Also, have you tried contacting support to ask why the cooling-off period hasn't been activated? Please, forward all the relevant communication between you and the casino to my email address.
I will be waiting for your reply patiently.
Bets regards,
Kristina
Thanks!
I asked in the chat. I forwarded the email they sent me, where they confirm that I placed the order and that the break period was activated. They also confirm that I can't access the account from that moment on. Lie... 🙁
Thank you very much Maria for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Dear Maria,
I’ll be taking care of your complaint from now on. I’ll contact the casino and try my best to resolve the issue.
I would like to invite 1Bet Casino to join this conversation and participate in the resolution of Maria’s complaint.
Dear representatives of 1Bet Casino,
Is there any reason why was Maria allowed to deposit and play while access to her gaming account should have been limited?
Dear CasinoGuru representatives, Dear Maria
Thank you for inviting us to this thread.
We'll make an additional check on the player's case and will provide a statement within 24h.
Kind Regards,
The 1Bet Casino Team
Thank you, 1Bet Casino Team, for the reply. I’m setting the timer for 7 days. We will wait for further updates from you.
Dear 1Bet Casino Team,
We would like to ask you to give us an update on the matter. We are extending the timer by 10 days. Please note that if we don’t receive a response within the set time frame, we will close this complaint as ‘Unresolved’.
They won't respond. I've seen it's normal. Do not respond. That's why it has such a bad reputation. Do not resolve the subjects.
Dear CasinoGuru representatives and Maria,
First of all - we do apologize for the late reply.
As of our official records, we have received the player's request for self-exclusion indefinitely on 27/11/2021.
Please note that Self-Exclusions are taken with the utmost importance and we kindly asked the player to take a few days to contemplate his actions.
As part of the process, we can confirm that the player's account was suspended for 7 days, starting on the 27th of November.
During this period, the player had no longer any access to his account and therefore had no longer the ability to deposit or play any of the products we offer at 1Bet. However, If the player tried to log in at his own risk, these actions are taken into consideration as "reopening account request", hence the player is available to operate with his account, deposit, and withdrawal at his own risk.
We are going to make an even further investigation with the player's VIP agent and update the player via email.
We hope you will find this informative.
Kind Regards,
The 1Bet Casino Team
What would be the reason for this request if you could access the account anyway? Therefore, being excluded or not being excluded would be the same.
It doesn't make sense. You were wrong.
Thank you, 1Bet Casino Team, Maria, for the replies.
Dear Maria,
Could you please advise if you’ve also specified the reason for your request when you asked for a break from gambling?
Dear 1Bet Casino Team,
Do I understand correctly that when a cool-off/suspension period is applied to a player’s account (as per their request), the casino system doesn’t limit their access to their account in any way? I’ll copy a paste a section from the e-mail Maria received as a confirmation that her request was received:
"…
As part of the process, we confirm that your account has now been suspended and will remain so for 7 days in which time you can get back to us and elaborate on the next steps you wish to take.
During this period, you will no longer have any access to your account and therefore will no longer have the ability to deposit or play any of the products we offer.
…"
That I had already spent a lot of money and didn't want to spend more in the next few days, because I was out of luck.
Dear CasinoGuru representatives,
Happy New Year and apologies for the late reply.
As we already mentioned, the player's account was suspended for 7 days, starting on the 27th of November. All the players however are informed that during the cooldown period, If they try to force login into their accounts, this counts as a reopening request and the system automatically allows full access to their accounts - means that they can deposit and withdraw.
Please note that these actions are upon every player's responsibility and personal choice.
We think that everything that's been made with the player's account was in accordance with our general website Terms & Conditions.
We hope you will find this informative.
Warm Regards,
The 1Bet Casino Team
Thank you all for your replies.
Dear 1Bet Casino Team,
Could you please advise what is the point of the cool-down period if it doesn’t mean that the player’s access to their account and the casino’s services is limited in any way?
On November 27, 2021, Maria received the following e-mail where there's no mention of the fact that it would be Maria’s responsibility to make sure she doesn’t log in to her account:
Dear Maria,
We have received your request to Self-Exclude your account indefinitely.
Self-Exclusions are taken with the utmost importance and therefore we ask that you take a few days to contemplate this action.
As part of the process, we confirm that your account has now been suspended and will remain so for 7 days in which time you can get back to us and elaborate on the next steps you wish to take.
During this period, you will no longer have any access to your account and therefore will no longer have the ability to deposit or play any of the products we offer.
To help you in the decision-making process we ask that you view the websites of the following professional and confidential organizations that provide support and assistance in this area:
Gamblers Anonymous
http://www.gamblersanonymous.org/ga/
Gambling Therapy
https://www.gamblingtherapy.org/en
Regards,
Jordan S. | Customer Support
Could you please advise when and how was Maria informed that the information in the e-mail was incorrect?
We believe that since her request to self-exclude was not honored, all deposits Maria made during the cool-off period after November 27, 2021, should be refunded.
In case the casino refuses to comply with our ruling, this case will be closed as ‘Unresolved’, which will affect the casino rating.
Dear CasinoGuru,
Thanks for the update.
As we stated previously, the cooldown period started on the 27th of November for the player's account on 1Bet.
However, with that being said, the player takes responsibility for his actions, hence If the system detects a re-login attempt, it automatically allows the player to have access to his account, but again, this is strongly not recommended and upon the player's own decision.
Warm Regards,
The 1Bet Casino Team
My decision was to take a 7 day break...
If I wanted to be free to log in, I hadn't asked you guys for anything.
There's no logic, you made a mistake... Assume your mistake. Thanks.
Dear Maria,
I apologize, but since the casino team is not willing to reconsider the decision in your case, we are forced to close this complaint as ‘Unresolved’.
I’m sorry I couldn't be of more help, but at least closing this complaint as ‘Unresolved’ will negatively influence the casino's rating and other players can read about your experience in our review.
The casino can reopen this complaint anytime.
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