The player from Germany requests permanent self-exclusion from the casino due to gambling addiction, but the casino has only provided temporary exclusions despite multiple requests and lack of communication. The player seeks a refund of his losses.
1Bet Casino - Player's self-exclusion request has been delayed.
Amount: €1,052
1Bet Casino
Safety Index:Very lowSafety Index
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0.0
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Case opened
Current status
Waiting for casino to reply
2d 22h 52m 1s
Case summary
4 days ago
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1 month ago
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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1 month ago
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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1 month ago
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
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1 month ago
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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1 month ago
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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1 month ago
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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1 month ago
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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1 month ago
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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1 month ago
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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3 weeks ago
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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2 weeks ago
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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2 weeks ago
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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2 weeks ago
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.
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1 week ago
Dear Kubo,
We are currently investigating the matter and we will revert as soon as possible
Kind regards,
1Bet Casino
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4 days ago
Dear 1Bet Casino,
I’ve responded to your message externally. In the meantime, are there any updates on your investigation?
Thank you.
1Bet Casino has 2d 22h 52m 1s to reply
