HomeComplaints1Bet Casino - Player's self-exclusion request has been delayed.

1Bet Casino - Player's self-exclusion request has been delayed.

Amount: €1,052

1Bet Casino
Submitted: 29 Oct 2024 | Resolved : 16 Jan 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Germany requested permanent self-exclusion from the casino due to gambling addiction, but the casino only provided temporary exclusions despite multiple requests and a lack of communication. The player sought a refund of his losses. The issue was resolved when the casino ultimately made a fair refund offer, which the player accepted after a lengthy process involving multiple complaints and communication. The Complaints Team successfully facilitated the resolution, leading to a satisfactory outcome for the player.

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Translation

Hello,


On July 16, 2024, I sent an email requesting self-exclusion due to gambling addiction. On July 19, 2024, I received a reply stating that additional documents (ID, proof of address, etc.) were required for processing the request. Is that really necessary for a self-exclusion? I don't understand the purpose behind this when I want to close my account, especially because of gambling addiction.

I then uploaded the documents.


This was again confirmed in writing to me on August 4, 2024:

"Thank you for your participation in the account security procedure.

Your documents have been received and reviewed."


However, my account remained open and I incurred numerous losses due to my gambling addiction.

On August 17, 2024, I referred again via email to my initial self-exclusion request from July 16, 2024, forwarded it, and wrote again:


"Hello,

I would like to return to my email below and request that my account be immediately and permanently closed due to gambling addiction. I want it to be impossible for me to access my account at any time. The exclusion should be permanent.

You have received all my documents.

I request a prompt confirmation. Thank you."


On August 19, 2024, I then received confirmation, but only for a 30-day exclusion


On the same day, I replied:


"Hello,

I clearly stated that my account should be permanently closed, not just for 30 days!

Please implement this! I request confirmation."


I received no response and wrote again on August 26, 2024:


"Hello,

I am still waiting for confirmation that my account is permanently closed.

My account should be permanently closed!"


Again, no one contacted me.

On September 2, 2024, I wrote again via email:


"Dear Sir or Madam,

I still have no confirmation that my account is permanently closed!

A 30-day exclusion is not desired. I want a permanent exclusion for my accounts!

I request a prompt response."


Again, I received NO response.


On September 23, I requested self-exclusion via email once more.


And here comes the huge insolence. Instead of closing my account, I have received numerous gifts and offers via email and SMS, to further profit from my gambling addiction.


On October 7, I received confirmation for a 90-day exclusion. Again, no permanent closure!


On the same day, I replied:

"Why is my account not being permanently closed again?

I clearly stated that the closure should be permanent.

I request a prompt reply and confirmation that my account will be permanently closed."


And again, I have received no response to this day.


From my perspective, this cannot be legal, and I would like to request at least my losses back from August 4, 2024, onwards (1,052.37 €).

If the self-exclusion is valid from July 16, 2024, an additional 522.30 € would be added.


I have attached the correspondence as proof.


Thank you in advance.


Kind regards


Automatic translation:
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Dear nobet,

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

We believe that after you inform the casino about a gambling problem the casino should act to prevent you from gambling within a reasonable time by blocking your account.

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

  • Do I understand correctly you made deposits in the casino after the casino responded on 19th of July?
  • Could you please share the casino's reply from that date as well? My email is tomas@casino.guru

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


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Translation

Hello,


thank you for the quick response.


That's right. Several deposits were made after July 19th.


Because of my gambling addiction, numerous deposits were made on July 30th, August 5th, August 14th, August 15th, August 19th, October 3rd and 4th.


I have attached the email about supposedly missing documents from July 19th to my email to you.


On August 4, I received written confirmation that the documents were complete and had been checked.


Best regards


Automatic translation:
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Thank you very much, nobet, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

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Dear nobet,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.


Unfortunately, it appears that you have chosen to play at a casino with a very low safety index (0/10), as assessed by our analysts. However, we remain hopeful that the casino will provide the necessary assistance to resolve your issue.


Thank you for your understanding.


I would like to invite the 1Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.


Dear 1Bet Casino,

Could you please provide a detailed explanation of this case, including the reasons for not adhering to the self-exclusion policy and for repeatedly reopening the player's account, despite multiple requests to permanently close it?


Thank you in advance for your response!


Best Regards,

Kubo

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Dear Kubo,


We are here to inform you that the player's request has been processed. The account was closed, and it will remain so.


Kind regards,

1Bet Casino

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Translation

After 4 months you finally managed to permanently block my account and that was only because I contacted you through a third party. Otherwise nothing would have happened here!


And what about the deposits that came about because you intentionally ignored my numerous requests?


I repeat that I want this refunded! This is a clear case. They ignored my requests and continued to allow deposits, knowing full well that I am a gambling addict.

Automatic translation:
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Dear 1Bet Casino,

Thank you for the update and for taking the necessary steps to close the player’s account.

Could you kindly provide a statement regarding the refund of the player’s deposits made between the date of their initial self-exclusion request, due to a gambling problem, and the actual closure of the account?


I appreciate your assistance in this matter and look forward to your response.

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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.

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Dear Kubo,


We have forwarded the necessary information to you and we are waiting for your response. 


Kind regards,

1Bet Casino

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Dear nobet,

I will post a detailed recap of the events and Casino Guru's position on the issue shortly. In the meantime, could you kindly confirm the exact date on which you submitted the requested documents that were acknowledged in the confirmation email dated August 4, 2024?


Thank you for your cooperation.

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Hello Everyone,

I would like to share the timeline of events regarding this issue:

  • 16.07.2024, 01:32 - Player explicitly requested permanent self-exclusion, citing a gambling problem (evidence provided).
  • 19.07.2024, 18:09 - Casino acknowledged the self-exclusion request and requested verification documents (evidence provided).
  • 30.07.2024 - Player made a deposit (amount unknown, mentioned in a complaint thread).
  • 04.08.2024, 12:42 - Casino confirmed receipt and review of the verification documents (evidence provided).
  • 05.08.2024 - Player made another deposit (amount unknown, mentioned in a complaint thread).
  • 14.08.2024 - Another deposit was made by the player (amount unknown, mentioned in a complaint thread).
  • 15.08.2024 - Player made yet another deposit (amount unknown, mentioned in a complaint thread).
  • 19.08.2024, 14:04 - Casino applied a 30-day self-exclusion period and informed the player.
  • 19.08.2024, 14:49 - Player complained about the 30-day period, reiterating his request for permanent self-exclusion (evidence provided).
  • 26.08.2024, 11:37 - Player followed up, demanding confirmation that his account was permanently blocked (evidence provided).
  • 23.09.2024, 09:49 - Player again requested permanent self-exclusion (evidence provided).
  • 03.10.2024 - Player made another deposit (amount unknown, mentioned in a complaint thread).
  • 04.10.2024 - Player made yet another deposit (amount unknown, mentioned in a complaint thread).
  • 07.10.2024, 10:48 - Casino applied a 90-day self-exclusion period (evidence provided).
  • 07.10.2024, 11:37 - Player complained about the 90-day period, restating his request for permanent self-exclusion (evidence provided).

The issue here highlights a significant shortcoming in the casino's handling of the player’s explicit and repeated requests for permanent self-exclusion, which has resulted in continued deposits and gambling activity despite the player's acknowledgment of a gambling problem.


As I emphasized in my communication with 1Bet Casino representatives during our private correspondence, casinos hold both the right and the responsibility to intervene when players exhibit signs of struggling with gambling-related issues. When a player raises concerns about their gambling behavior, casinos must act swiftly to restrict access - even if the verification process is incomplete. This is the essence of self-exclusion: to protect vulnerable players and prevent further harm.

To ensure this, casinos need to implement clear, proactive protocols that prioritize immediate action and provide effective support for at-risk players. This approach must go beyond mere regulatory compliance and demonstrate a genuine commitment to player safety and responsible gambling practices.

By placing player protection at the forefront and reducing administrative delays, casinos can ensure that self-exclusion policies fulfill their intended purpose - offering timely support to those in need and fostering a safer, more responsible gambling environment for everyone.


Dear 1Bet Casino,

Given the reasons outlined above and in the interest of fairness and a pro-player approach, I would like to kindly request that the casino consider refunding the player's deposits made from July 19, 2024, the date when the casino explicitly acknowledged the player's gambling problem and self-exclusion request.


Thank you for your consideration, and I look forward to your response.

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Translation

Dear Kubo,


Thank you for your efforts!


My documents were uploaded online on 1bet's website via the verification program on 15.07.2024.

Automatic translation:
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Dear Kubo,


We are currently investigating the matter and we will revert as soon as possible


Kind regards,

1Bet Casino

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Dear 1Bet Casino,

I’ve responded to your message externally. In the meantime, are there any updates on your investigation?


Thank you.

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Dear Kubo,


After carefully reviewing the case, we can attest that the player disregarded our original request for documentation and stalled the process deliberately.

 

The documents were eventually provided, however they were for a different matter that was unrelated to this case. We believe that if the player had complied with our requirements right away, the process would have gone more smoothly.


We wanted to inform you that despite all this, we've already contacted the customer with a refund offer, as a gesture of goodwill and to reflect our commitment to preserving safe gambling environment and maintaining a positive relationship.


Kind regards,

1Bet Casino

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Translation

To suggest that I deliberately delayed the process is outrageous. All of my documents were verifiably made available! The Casino Guru team has received all of my correspondence on this matter. I have asked you so many times to permanently block my account and you simply have not done so!


Where did you contact me? I couldn't find anything about this.

Automatic translation:
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Dear nobet,

I hope you're doing well. I wanted to check in and see if there are any updates on your end. Have you received a message from the casino regarding the claimed offer?


Looking forward to hearing from you.

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Translation

Hello Kubo,


I'm fine. I hope you've had a good start to the new year!


I have not received any message or offer.

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Hello nobet,

Apologies for the delay in my response, and I’d also like to take a moment to wish you a fantastic start to the new year 2025.

Have there been any updates on your end? Have you received any communication regarding the claimed offer from the casino yet?


Looking forward to hearing from you!

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Translation

Hello Kubo,


There is no news from me. No one has contacted me.


Best regards

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Dear Kubo,


We have sent a proposal offer to the player twice in two separate emails.


At this stage, we kindly advise Mr. Nobet to check his spam folder if he hasn't already.


Kind regards,

1Bet Casino

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Translation

I just checked my spam folder and actually found an email dated 03.01.25.


You have made me a disproportionate offer of €124.66, which I will not accept.


In your email, you claim that I delayed the process, but confirm receipt of my documents in August and also my repeated self-exclusion on August 17, 2024. Again: My documents were already uploaded to your verification program in July 2024!


In any case, you are admitting that my account should be permanently blocked by August 17, 2024 at the latest.


Due to your failure to heed my numerous and urgent requests for self-exclusion due to gambling addiction, I was only able to deposit €936.71 after August 17, 2024.


470.71 € on August 19, 2024

276 € on October 3, 2024

190 € on October 4, 2024


I would like to emphasize again that since August 17, 2024, I have made a total of 5 requests for permanent self-exclusion. Instead of carrying out the permanent self-exclusion, I received free bets and bonuses by email and SMS.


If a safe gambling environment is really important to you, then take responsibility for your mistakes and make me a proper offer.


If we do not make any progress in this matter, this case can be closed as unresolved and I will contact an online law firm to take care of this matter.

Automatic translation:
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1bet has made me a new and fair offer, which I have accepted. I have already received the money. 


I would like to thank Casino Guru and Kubo in particular for taking on my case. You are doing a very important and good job.


Nevertheless, I would also like to thank 1bet who were at least fair in the end and resolved the matter. I hope that future users will not have to go through this.


All the best for you Kubo!


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Dear nobet,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.


Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!


We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!


Best Regards,

Kubo

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