1Bet Casino - Player's account remains open despite closure request.

Guten Tag,

ich habe am 23.11.2024 mein Konto bei 1bet.com sperren wollen aufgrund von Spielsucht. Im Chat wurde mir mitgeteilt, dass ich das per email an customercare@1bet.com machen muss.

so habe ich am 23.11.2024 aufgrund von Spielsucht eine kontoschliessung beantragt. Seit diesem Tag werde ich bombardiert von neuen Angeboten, Einzahlungsbonis usw.

Schließlich wirde ich aufgrund meiner Sucht am 03.12.2024 schwach und habe 150,00€ eingezahlt.

Ich bitte um Hilfe mein Konto dauerhaft zu schließen und um Rückzahlung der getätigten 150€.

mit freundlichen Grüßen

Marcel R***

Dear Raabi2711,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you received any response to your self-exclusion email?
• Do I understand correctly that you still have access to your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Guten Tag,

ich habe leider keine Rückmeldung auf meine e-Mail bezüglich des Selbstausschlusses aufgrund von Spielsucht bekommen. Mein Konto ist weiterhin geöffnet und ich habe vollen Zugriff. Auch Werbung per email und per SMS bekomme ich stetig.

mit freundlichen Grüßen

Marcel R***

Gerade schon wieder neue Lockangebote bekommen trotz Meldung dass ich aufgrund von Spielsucht mein Konto schließen wollte

Thank you very much, Raabi2711, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Raabi2711,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal,

In order for us to assist the player accordingly, they need to submit their official request to customercare@1bet.com, which we are yet to receive. As soon as the player contacts the designated email address, we will proceed accordingly as per our Terms & Conditions.

Best regards,

1Bet Casino

Dear 1Bet Casino,

The player had provided a screenshot of the email, sent to the email address customercare@1bet.com on the 23rd of November. You claim you have not received this email?

Dear Raabi2711,

Did you send more emails to the correct email address or just this one email?