1Bet Casino - Player's account closure has not been processed.

Hallo,

ich habe beim oben genannten Casino schon mehrfach um die Schließung meines Kontos gebeten.

Vorrangig geht es mir um die Schließung des Kontos! Da ich einfach finanzielle Probleme habe und das auch so kommuniziert habe.

Nach meinem letzten Wunsch der Sperrung habe ich weitere 566€ verspielt. Wenn ich diese oder einen Anteil zurückbekommen könnte, wäre ich natürlich sehr glücklich, mache mir aber da nicht viel Hoffnung.

Nach einem Wunsch auf Sperrung, bekam ich einfach einen Gutschein…

Vielen Dank für den Support!

Dear fordjr, 

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 tomas@casino.guru

Thank you very much in advance. 

Best regards, 

Tomas

Dear fordjr,

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 fordjr,

I apologize for not replying sooner regarding your email.

In light of the communication you provided, we believe the best course of action will be for you to request a self-exclusion due to gambling problems.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

"Greetings 1bet Support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to customercare@1bet.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Dear fordjr,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.