The player from Italy had part of their active balance taken from the account. The complaint was closed as unresolved as the casino did not respond to us.
1Bet Casino - Player’s funds have disappeared from the account.
Black points: 614
Amount: €8,500
1Bet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
8 months ago
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3 years ago
Dear cosimo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand correctly that part of your active balance has disappeared? Have you received any winnings?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Yes, I had 3,600 in the gaming account and € 2,400 were played because I had caught them when I logged into my account and immediately went to chat to ask why my money was being played and there were another 1,200 left. of € 9,200 I made a withdrawal of 8,500 as shown in the screenshot I sent you, but I did not receive anything because they closed my account without giving me explanations.
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3 years ago
Do I understand correctly that you have requested a withdrawal of €8,500 (from the actual balance of €9,200)? How many days ago it was, please?
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3 years ago
Translation
I had made some winnings at the casino and played some coupons and won a coupon for € 9,200. I had a total of € 12,100 in the gaming account and I made a withdrawal of € 8,500 which I did not receive, € 3,600 remained in the gaming account. After two days I entered the account and I noticed that the money was going down and I immediately went to chat to ask why they were playing my money, and they were blocked € 1,200 remained; € 2,400 had already been played, from that moment I remained with the account open to keep an eye on him for fear that the remaining € 1,200 would be played. After a few hours I saw that I was disconnected from my account, I tried to enter the user and password but I could no longer log in. So I haven't received my withdrawal of € 8,500 yet and the money I had on my gaming account has been wagered. I think it's been around 10 days.
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3 years ago
Thank you, cosimo, for your reply. Do I understand correctly that you have accumulated all your winnings from a Free Bonus? Have you deposited any funds into your account?
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3 years ago
Translation
I did not ask for any free bonuses I won on slots at the casino and I won a ticket of € 9,200 for a total of 12,100 as I explained above. I deposited a lot of money before I won
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3 years ago
Thank you, cosimo, for your reply. In your previous comment, you have mentioned: "I had made some winnings at the casino and played some coupons and won a coupon for € 9,200". Could you please clarify what coupon you have used?
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3 years ago
Translation
I said in the previous comment that I made some winnings at the casino and I was playing the coupons it means in sport there is football I put together 8 games that inspire me and I was aiming ok I call it the coupon and all the results of the matches I had came out chosen and won € 9,200
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3 years ago
After a closer investigation, I’ve found out, that this complaint is related to a sports betting.
As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting. I can continue communication with the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it’s convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.
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3 years ago
Translation
Additional comments from the player:
"If it is not possible to recover the winning of the ticket try to find a solution to recover the € 3,600 that I won at the casino that was in the game account after I made the withdrawal of € 8,500 which then closed my account. At least that otherwise we are not protected by anyone, us players and these sites continue to cheat people quietly. "
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3 years ago
Dear cosimo,
Have you played in the casino section as well, or sports only?
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3 years ago
Translation
Yes, I played in the casino, I won them and then I played sports.
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3 years ago
Thank you very much, cosimo, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
We will now try to contact 1bet Casino to ask them to join here to help you resolve your issue.
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3 years ago
We haven't receive any answer from the casino yet. Please note, if you will fail to respond us within the next 7 days, the complaint will be closed as unresolved, which could lead to casino's rating deduction.
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3 years ago
Dear cosimo,
I'm really sorry that we are not able to help you more but we still haven't receive any answer from the casino, and as it is unresponsive, there isn't much we can do. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help. The complaint will now be closed as unresolved, which could lead to casino's rating deduction.
Best regards,
Nick
Casino.guru
