1Bet Casino - Player’s account remains active despite self-exclusion request.

Hello, I need your help to recover €1710.

I have an impulsive gambling problem and have self-excluded from several casinos, but this one ignored my request to close my account.

I signed up for this casino, and after my initial losses, I went to the chat and requested to close my account. I was asked to send an email, which I did. I was completely ignored; they kept the account open and even sent me an email about their bonuses. After that, I went to the chat again to request closing the account due to my gambling addiction. Again, I was asked to send an email, which I did, and once more, I was completely ignored.

Unfortunately, I do not have the countless chat conversations where I requested to close my account.

Withdrawal requests were always delayed, and my addiction led me to cancel withdrawals because they were slow to process, some of them taking days. This caused me to cancel and gamble those amounts again. In total, over €4,000 or €5,000 in withdrawals were canceled.

I am requesting your assistance to recover at least the amounts I deposited in this casino, despite my efforts to close my account.

Dear cgouveia, 

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 where you requested to be self-excluded specifically due to gambling addiction? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Good morning Veronica,

I sent your email, unfortunately I don't have a printout, of the chat conversation where I mentioned my problem with the game, and I was asked to send that email asking for the account to be closed. It was sent on 29/07/24.

Please Veronika help me, I've been in the chat more than 10 times today asking for the account to be blocked immediately, or for the immediate deposits to be blocked. And they do absolutely nothing, they just ask me to wait patiently, as if that were possible with someone addicted to this type of game... Can the casino guru request an immediate block for me? Since they don't respect my request and aren't protecting the player?

Veronika, I'm trying to get the license number in Curaçao, but I can't find this information anywhere on the 1bet website, when I ask the chat, they tell me that this information is on the website in the "about us" tab, but when I try to open it, I can't find this information anywhere.

I've insisted and asked at all costs in the chat to block my deposits and nothing. They keep trying to extort money, today they offered me 25 free spins.

Please help me.

After almost crying in chat this weekend, they finally closed my account. I have screenshots of the chat conversations in which I asked for the account to be blocked and for deposits to be blocked, but to no avail.

I have screenshots of the conversations I had.

In the meantime, I want to make a complaint to those responsible for the gambling houses in Curaçao, but I can't find the license number anywhere on the 1bet website. I logged into the chat, and all they say is that it's in the "about us" tab, which is completely untrue, and I can't find their license number.

In the emails you’ve provided so far, you haven’t explicitly stated that you wanted to be self-excluded due to gambling addiction. To assist you in obtaining refunds for your lost deposits, we need evidence that you requested self-exclusion specifically due to gambling problems. We can only request refunds for deposits made on the day you requested self-exclusion and any deposits made after that.

If you have screenshots or chat transcripts from the last few days showing your request for self-exclusion due to gambling issues, we can assist you with refunds for any deposits made during that period.

Regarding the casino's licensing, they state that they operate under a license issued by Antillephone. Players wishing to submit complaints should contact Antillephone via email at complaints@gaminglicences.com. However, the casino does not provide a license validator on its website, and we have been unable to verify the authenticity of its license independently.

Please let me know if there is anything else I can assist you with.

I mentioned this in the chat on 29/07, and they asked me to send the email.

I can no longer get into their chat to request a copy of the conversation from 28/07 and 29/07.

Can casino guru request the chat conversation from those days?

Veronika, I've sent you an email with an explicit self-exclusion request.

As I told you before, I warned you in the chat that I had a gaming addiction, but I was stupid and didn't take a screenshot of the conversation.

Thank you

Hello Veronika. We're closing the matter with a resolution on the part of 1bet. The company has contacted me and acknowledged the delay in closing the account, and we have reached an agreement that is fair to both of us.

Thank you for your help

Dear cgouveia,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru