HomeComplaints1Bet Casino - Player’s several attempts to close his account have been overlooked.

1Bet Casino - Player’s several attempts to close his account have been overlooked.

Black points: 16

Amount: ??

1Bet Casino
Safety Index:Very low
Submitted: 06 Jun 2020 | Unresolved : 16 Feb 2024
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

1 month ago

The player from Italy has been trying to close the account. Unfortunately, his multiple enquiries were ignored. We tried to contact Casino but there is no answer from them.

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3 years ago
Translation

Could not close account. I have sent several emails since early May. I have been completely ignored and for chats they say they write emails.

Automatic translation:
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3 years ago

Dear Axejuve,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward me the emails or screenshots showing that you have sent requests for your account’ closure. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why? 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

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3 years ago
Translation

I sent the email.

Thanks for support

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3 years ago

Dear Axejuve,

Thank you very much for forwarding all the relevant communication and a screenshot. Just to make sure about a timeline, I would like to ask about the cancelled bonus winnings. I have checked promotional terms and conditions, and this is what I found:

"Until the bonus has been redeemed, stakes cannot exceed €5."

Are you aware of placing a single bet higher than the allowed one? Do I understand it correctly that your winnings have been confiscated around 12th of May 2020? Afterwards, you have requested you account to be closed but your several requests were ignored, is that correct? Thank you in advance for your reply.

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3 years ago
Translation

Yes, unfortunately I was not aware of the bonus clause and I made some out of limit games even if for example I accumulated half of the bonus I won playing 2, however it is correct since I was removed from the bonus transformed into real money I tried to close the account without success.

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3 years ago

Thank you very much Axejuve for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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3 years ago

Hello axejuve,

I looked at your complaint and will do my best to help you. I would like to invite 1xBet Casino into this conversation. Can you specify what exactly happened in this case? Why you didn’t close player’s account after his request?

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3 years ago
Translation

No problem, the important thing is that he finally manages to close the account with them.


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3 years ago

Did I understand it correctly that your problem was resolved? Is there anything else, I could do for you?

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3 years ago
Translation

No, my problem has not been resolved.

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3 years ago

Could you please advise how you wish to proceed with this case? You’ve requested to close your account and it was now granted. Please understand that your bonus winnings were confiscated rightfully as you’ve breached promotional terms and conditions. Are there any funds being held by the casino?

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3 years ago

Viliam I try to write directly in English to avoid misunderstanding.

My account is not close. So I want only to close the account.

Is it clear now?

Regards,


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3 years ago

1xBet Casino, could you close player’s account, please? If there is some problem with closing account, let us know.

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3 years ago

Dear Axejuve,


Thank you for your feedback. In order to help you with this issue, please, provide us with all the detailed information:

1) The number of your gaming ID;

2) The date when you applied at the request of closing your account;

3) The screenshot of confirmation of the sent letter, where we can see to whom the letter was sent

4) Indicate the reason why you want to close the account and for how long you would like your account to be blocked


As soon as we receive this information from you, we will check the issue and contact you in a short period of time


Looking forward to you reply


Best regards,

The 1xBet Casino

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3 years ago

Dear axejuve,

Please provide all necessary information for further investigation. Thank you.

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3 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago

Sorry I think there is a misunderstanding.

The platform is https://1bet.com/it not 1xbet.


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3 years ago

Dear 1Bet Casino,

I am sorry for misunderstanding but there was a mistake in Casino’s name. We would like to ask you to close player’s account as soon as possible. If you need any assistance from our or player’s side, please let us know. Thank you.

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3 years ago

I add that in addition to closing the account I want to be removed from any communication, via email and telephone from 1bet

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3 years ago

We would like to ask the 1Bet 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’.

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3 years ago

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

 

The casino can reopen this complaint anytime.

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