1Bet Casino - Player's request for self-exclusion not granted.

Sehr geehrte Damen und Herren,

mein Name ist Verena W*******, geb. am 2*.0*.20**.

Ich habe mich durch ein Suchtproblem bei diesem Casino gemeldet und um eine Sperrung des Accounts gebeten. Das war in einem klaren Moment. Daraufhin wurde mein Konto aber nicht gesperrt und ich habe weiterhin gespielt. Dadurch habe ich sehr viel Geld verloren und bin sehr verzweifelt.

Dear weisskopfverena,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficult situation you're facing with the online casino.

To better understand the situation and assist you effectively, could you please provide us with some additional information? Specifically, we’d like to know:

• When did you initially contact the casino to request your account to be blocked due to your addiction problem?
• Did you receive any acknowledgment or confirmation from the casino regarding your request for account blocking?
• Have you taken any steps to address your addiction problem since the initial request was not fulfilled?

Additionally, if you have any relevant communication with the casino regarding your request for account blocking, please feel free to forward it to petronela.k@casino.guru for our reference.

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

Hi weisskopfverena,

• Do I understand correctly that you didn't send your self-exclusion request to the correct email address as instructed by the casino?
• Is your account still accessible?

Thank you.

Guten Tag,

laut Internet wäre es die richtige E-Mail-Adresse gewesen. Aber ja, Sie verstehen richtig und das war natürlich total blöd von mir.

Ich habe weiterhin Zugriff zu meinem Konto.

Ich hoffe Sie können mir trotzdem helfen, wenn nicht, dann bedanke ich mich bei Ihnen an dieser Stelle herzlich,

Mit freundlichen Grüßen

Verena W*******

Hi weisskopfverena,

I have checked the general terms and conditions, and this is what I found (here):

For any questions related to opening an account at 1Bet.com, funding your account, wagering or current promotions, feel free to contact us via

e-mail or chat.

Please provide us with a detailed description of your problem, so that we can offer you the best service possible. If you are a registered player, please state your Username.

The most commonly asked questions can be found in the FAQ section of our site.

Please contact support@1bet.com for the following issues:

Registration and Profile

Opening a new account; updating your personal profile; account blocking; deactivating an account.

Promotions and Events

Current promotions and events; your eligibility for a promotion; qualifying for a bonus.

General Issues

Game rules; technical issues. If, for some reason, you are not satisfied with the resolution of your complaint, you may report a complaint to the Curacao Gaming Authority complaints@gaminglicenses.com

  Please contact payments@1bet.com for the following issues:

Deposit and Withdraw

Depositing your 1Bet.com account; withdrawing your winnings; status of your deposit/withdraw transfer. 

There isn't a specific email address designated for players to send their self-exclusion requests. On March 27th, customer service advised you to send your self-exclusion request to customercare@1bet.com.

Please send another email to this address requesting self-exclusion, following the guidance provided.

Additionally, it's crucial to remember a few key steps for a successful self-exclusion process:

1. Ensure you send your request to the correct email address provided in the general terms and conditions of the casino.
2. If you don't receive a response to your email, consider using alternative communication channels or sending multiple emails to address your concerns.
3. Clearly articulate the reasons behind your request for self-exclusion. It's important to note that requesting bonuses should never be used as a method to close your account.

Thank you.

Dear weisskopfverena,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.