1Bet Casino - Player’s request for account closure is being delayed.

Despite my repeated requests, they still haven't closed my account.

Dear sparr600,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share your reason why you wish for your account in the casino to be closed?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

The main reason is that I don't care about the casino anymore, I don't like the interface and the customer service is poor like few things. Furthermore, the casino has a Live Chat which however does not have the possibility to close the account, and therefore you have to write to the email they give you and wait for a response who knows when! I don't have transcripts of the chats unfortunately 😭

Have you been successful in unsubscribing from the marketing communication of the casino?

Would blocking the website using a third-party service be a valid solution for you in this situation?

Marketing communications are already blocked, the problem is that I still have the possibility to deposit and I don't want to gamble anymore so it would be tempting. Please help me because I don't know what to do anymore, they continue to reply after centuries and they don't even mention closing this account for me

Dear sparr600,

If you wish to be protected from further gambling I would recommend you request a permanent 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:

DOB:

Casino login:

Email address:

"Greetings 1bet Casino 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 (lifetime).

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 an email to support@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.

I sent the email and was told I would have to wait... Incredible, such disgusting messes I've never seen. And I'm stupid for playing it

Has the casino closed your account since you sent the request last week, please?

Yes but only for 30 days

Could you please share the response you received from the casino? Send it to my email at tomas@casino.guru or post screenshots here.

Thank you very much, sparr600, for providing the necessary information. 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 sparr600,

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 ignored closure request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

The player's account was excluded according to our standard procedure and within the designated timeframe.

Since the player did not specify a period regarding their initial request in order to assist him, his account was excluded for 30 days. Keep in mind that they can always extend that period of initial exclusion.

Regards,

1Bet Casino

Dear 1Bet Casino,

Just for clarification, can you tell me exactly when did you receive a proper self-exclusion request mentioning gambling addiction and when exactly did you close the player's account?

Dear Michal,

The dedicated team received the proper request on 17.06.2024 and granted it within the designated timeframe in accordance with our terms and conditions which the player agreed to upon registration.

Regards,

1Bet Casino

It's absolutely not true, I tried to contact you in every way and you replied to me on June 9th

Dear 1Bet Casino,

Since it was established here that the player wishes to self-exclude himself permanently, and not only for 30 days, could you make his self-exclusion permanent?

Dear Michal,

Upon the player's latest request, the account was closed and will remain so.

Regards,

1Bet Casino

I demand a refund

Dear sparr600,

Please, can you tell me when exactly did you receive a confirmation from the casino, informing you that your account is closed?

Dear sparr600,

Can you tell me how much you deposited from the 20th of June to the 1st of July?

HI! Approximately €1700, I also have screenshots of the transactions

Dear 1Bet Casino,

I believe that the player should be refunded for his deposits that happened from the 20th of June to the day of the account closure, that being the 1st of July. The self-exclusion process took way too long in this case. I understand the timeframe needed for completing such requests, however, they should be treated with utmost importance.

Can you refund the player and therefore resolve this complaint?

I attach screenshots of the numerous requests to close the account, the casino in addition to making fun of me and exploiting my gambling addiction to their advantage, allows themselves not to respond and instead offers free spins allowing me to continue depositing. From the moment I requested the closure of the account, I deposited a good € 8000. I ask for a TOTAL refund as they are scammers who take advantage of people's weaknesses

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

We have reviewed the situation once again and would like to state a few things. The account was closed within the designated timeframe which is clearly stated in the terms and conditions to which the Player agreed upon registration.

He was informed on chat about the timeframe for handling such a request and furthermore, several times he did not contact the correct e-mail address. The reason why this way of communication is required as there is a specialized team responsible for handling such requests, as it is not a general website query, the correct address is at customercare.

In this regard, we have been transparent with the Player, and given him information at all times, and currently, the account is closed. Thus, we are of the opinion that no refund can be initiated at this time as starting from the 20th it was handled within the stated timeframe.

Regards,

1Bet Casino

This is absolutely not true, I sent the email on June 5th, you replied on the 9th and then you never replied again!

It's all documented and I have the emails so stop talking nonsense and take your responsibility by refunding me!

Hello sparr600,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear sparr600,

Were you informed by the casino which email address you should use when asking for self-exclusion? Did you send the properly formatted self-exclusion request to customercare@1bet.com?

Of course, and I promptly requested the closure of the account.

They replied to me after two days wanting to know the reason for my self-exclusion, and I responded promptly.

after many days, seeing that no one was answering, I sent other requests. I have everything documented, on June 5th I requested self-exclusion and if it hadn't been for you I would probably still be registered with this mess. I don't think it takes a month to close an account.

I ask for a refund because it is not right that they profit from the weaknesses of others.

Hello everyone,

Since the casino is not willing to change its stance, I am forced to close this complaint. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru