1Bet Casino - Player’s self-exclusion request has been ignored.

Hallo zusammen ,

ich bitte das Casino schon seit langer Zeit mein Konto zu schließen und habe auch einen selbstausschluss beantragt ab sofort . Da ich mein spielverhalten nicht im Griff habe . Ich möchte das ich dauerhaft vom spielprogramm ausgeschlossen werde. Und die eingezahlten Beträge Zeit der Mail bzgl des selbstauschluss zurückgezahlt werden. Es wurde nie regiert vom Casino . Oder es wurden nur freiwetten gegeben, was natürlich das Gegenteil bewirkt

Dear Marti89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from 1bet.com, he/she needs to contact us on the following email address: customercare@1bet.com.

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

Could you please forward the self-exclusion request to kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

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

Hallo , die notwendigen Infos habe ich ihnen geschickt, dass Casino hat meinen Account jetzt für 30 Tage gesperrt . Von Erstattung war keine Rede

Thank you for your reply, Marti89. Do I understand correctly that you first mentioned you had a gambling addiction on July 17? Could you please forward me this specific email as an attachment (not a screenshot)?

Additionally, if there is any other relevant communication between you and the casino, please forward it as well.

Dear Marti89,

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.

Habe dir per Mail geschrieben

Thank you very much, Marti89, 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 Marti89,

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?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

The player's account was closed in accordance with our standard procedure within the designated timeframe. Please note that each request is reviewed and handled manually, hence the processing time may vary.

Regards,

1Bet Casino

Mit der Aussage kann ich nicht übereinstimmen.

mehrere Mails wurden nicht beantwortet. Und anstatt einer dauerhaften ausschließlichung wurde mein Konto nur 30 Tage gesperrt . Auf eine Mail mit Bitte um dauerhafte Schließung von vor 2 Tagen wird auch nicht reagiert . Ich möchte eine dauerhafte Schließung meines Accounts

Dear 1Bet Casino,

Since it was established in the thread that the player wishes his self-exclusion to be permanent, can you close his account for an indefinite period?

Dear Michal,

As per the player's latest request, the account is closed and it will remain so.

Regards,

1Bet Casino

Dear 1Bet Casino,

Can you tell me exactly when you received a properly formatted self-exclusion request with the mention of a gambling problem, and also when exactly was the player's account closed?

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,

The player submitted a proper request on 13.07.2024. As some time is needed to manually review each request the exclusion was completed on 24.07.2024.

Please note that the timeframe for such requests is clearly described in our terms and conditions and all our actions are as per publicly available instructions.

Regards,

1Bet Casino

Dear Marti89,

Can you tell me when exactly did you make the deposits between 13.07.2024 and 24.07.2024?

Dear Marti89,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Marti89. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear 1Bet Casino,

I have been informed by the player that their account was reopened and he is trying to contact you by email, but to no avail. Can you comment on this?

Dear Michal,

We have reviewed the player's account. It was closed on 24.07.2024 for 30 days as the player did not specify any period. However, before the 30 day period expired, the player contacted us with a request the account to be permanently closed and as per the player's request the account status was changed accordingly.

Regards,

Dear Marti89,

Can you confirm the casino's statement?

Ja

Ja

Dear Marti89,

I will ask you this question once again, so please, have a look at your deposit records. Can you tell me when exactly did you make the deposits between 13.07.2024 and 24.07.2024?

der Fall kann geschlossen werden.

Dear Marti89,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru