1Bet Casino - Player's winnings disappeared.

Folgendes habe mich in dem Scheisshaus angemeldet…..ohne diesmal auf die Bewertung bei Guro zu schauen…..hab dann sofort einen Anruf von einer Alesia bekommen …..sehr sehr schwaches deutsch…..fast nichts verstanden irgendwas von Bonus geredet…..habe ausdrücklich gesagt kein Bonus ……dann sprach sie nur mehr auf Englisch sagte ok zahle jetzt ein…..dann auf einmal unterm Spielen 25€ Bonus bekommen den ich nicht mal ablehnen konnte…..Frechheit eigentlich…….dann Freispiele bekommen Book of Dead auf 3€ mit 3 Verlängerungen und machte 2004€….ging dann raus weil ich weg musste…….Geld komplett weg alles….Kontostand 0,0€…..fragte im Chat wo mein Geld ist Antwort ist weg …..Kampagne beendet und gestrichen…..bin sprachlos gewesen und erstmal sacken lassen….glasklar mitgeteilt will keinen Bonus noch nie mit sowas gespielt……kannst ja nichts gewinnen geben einfach Bonus dazu und sollten Gewinne anfallen war Bonus Geld…..bitte Guro sag was

Dear AMGE55,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please advise if you also played with your real money deposits?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@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,

Kristina

Hallo Kristina

Habe dir alles per email weitergeleitet.....sehr dubiose Praktiken......gespielt habe ich mit meinen eigenen Geld da bei so ca.30€ eine Pushnachricht unterm Spielen kam: Bonus verspielt und den Gewinn bei einen Kontostand von 3€ erzielt habe......und das auch so mitgeteilt der Managerin......

Kristina was hätte das für einen Sinn......Einzahlungsbonus abzulehnen und bei 25€ einverstanden zu sein.....nach meinen Informationen hätte ich die 25€ auch bekommen ohne Einzahlung.....steht so auf ihrer Homepage no Deposit 25€......ist doch unlogisch oder?

Lg

Reiner

Thank you very much AMGE55 for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello AMGE55,

I looked at your complaint and will do my best to help you. I would like to invite 1Bet Casino into this conversation. Casino, can you please specify what is the problem with the player’s winnings?

Dear Reiner and CasinoGuru representatives,

Apologies for the late reply.

Our Casino team is working on the player's case and we are now investigating the issue with the winning amount. As soon as we have more information, we'll make sure to update the player officially via our channels and also to update the forum thread here.

Thank you in advance for your patience.

Warm Regards,

The 1Bet Casino Team

Wieder nur lügen das erzählten sie mir auch 4 emails und 2 Anrufe ……seid 1 Woche…….Kontostand trotzdem 0,00€

Dear Reiner,

Thanks for your update!

As we already mentioned, as soon as we have a resolution, we'll make sure to update you and the colleagues in CasinoGuru.

Best Regards,

The 1Bet Casino Team

Alles nur lügen und Vertröstungen seid fast 2 Wochen werde ich hingehalten……sollte jeder langsam bemerken das dies ein Zeitspiel ist…..

Dann zahlt meine 2004€ aus dann könnt ihr weiter euere Phantom Untersuchungen fortsetzen…….faire Lösung den der Screenshot sagt das ich das Geld im Verlauf habe…..

Dear Reiner and CasinoGuru representatives,

Apologies for the late reply!

As we already informed the player via email, we would also like to share our final statement here.

Our Financial Department has processed the payment of 650€ (his initial deposits, i.e total of 3 deposits) according to the player's request. We consider this case as closed. The player's account also remains closed after the player's last request.

Hope you will find this informative.

Kind Regards,

The 1Bet Casino Team

Was ist mit meinen 2004€ die kommen aber schon noch?

Dear Reinier,

We respected your request for a deposit refund and at this point, we are not obligated to pay winnings related to your deposits.

We hope that clarifies the matter and we wish you all the best!

Kind Regards,

The 1Bet Casino Team

Dear Casino,

send me evidence that the player asked you to refund his deposits, close his account and also the reason (+evidence) why you've confiscated his winnings, please. My email: viliam.v@casino.guru

Hi Viliam,

Thanks for the update.

We've sent evidence to your email.

Kind Regards,

The 1Bet Casino Team

Hallo Viliam

bitte mich zu unterstützen meine 2004€ Gewinn zu erhalten……zahlen lieber die Einzahlungen zurück um nicht die Gewinne auszuzahlen zu müssen……denke meine emails bzw Screenshots von mir und dem Casino sagt alles darüber aus…..

Das Casino kann gerne die 650€ abziehen die ich eingezahlt und den Rest auf mein Konto zu überweisen und so habe ich es 1bet auch angeboten….

Gruss

Dear Casino,

I've received your email and here is what I found. The player didn't ask you straight to close his account and refund his deposits. He wrote, "either you give me back my €650 in deposits and delete the account or finally credit me with my €2004" and that means he gave you a choice. As we can see you've chosen the easiest way and it was closing the account and refunding his deposits.

The mentioned email didn't contain the information which I've asked you for. Why did you confiscate the player's winnings? We need reason and evidence with an explanation of what happened.

Bitte liebes 1bet Casino mir meine 2004€ die ich ehrlich gewonnen habe abzüglich der 650€ die ihr mir freundlicherweise bereits ausgezahlt habt zu erstatten….damit wäre der Fall auch abgeschlossen…….

ihr seid so ein großes Casino und schreibt euch Fairness ganz groß auf die Flagge……würde nie was fordern was mir nicht zusteht….aber in diesen Fall habt ihr Unrecht….

Viele Grüße

AMGE55

Dear CasinoGuru & Reinier,

Our team at 1Bet is currently working on providing a statement.

We are waiting for our high-management team to update us. As soon as we have information, we'll make sure to update you guys as well.

Thanks for the understanding.

Kind Regards,

The 1Bet Team

Dear Reinier,

Thanks for your patience.

We tried calling you twice today, however without a result. As per our management decision, we can say that according to the bonus's T&C, unless stated otherwise, withdrawals of winnings generated through no-deposit bonuses or free spins awarded with no qualifying deposit are limited to 5 times the bonus amount received up to 500 €. Any remaining cash balance will be forfeited.

You can check the FREE NO DEPOSIT CASINO BONUS Terms & Conditions, following this URL: https://1bet.com/de/tc-pages/exclusive-vip

Our Financial Department will execute the transaction as soon as possible.

We hope you'll find this informative.

Kind Regards,

The 1Bet Casino Team

Dear Casino,

I'd like to ask you what was the player's balance at the time when he received mentioned bonus, please?

Dear Viliam,

Thanks for your update.

The player's balance was 132 EURO (his first deposit of 150 EURO).

Kind Regards,

The 1Bet Casino Team

Thanks for the information. Let us know when you'll execute the transaction, please.

Hi Viliam,

Thanks again for the update.

The payment of 500 EURO was initiated with the payment provider. Should be with the player today or Monday.

Kind Regards,

The 1Bet Casino Team

Dear Casino,

can you explain, please, why we are talking about €500? I thought we were talking about a bonus of €25 with a maximum cash out 5xbonus.

Hi Viliam,

Thanks for your update.

Please, refer to the bonus's T&C, point 5 - "Unless stated otherwise, withdrawals of winnings generated through no-deposit bonuses or free spins awarded with no qualifying deposit are limited to 5 times the bonus amount received up to 500 €. Any remaining cash balance will be forfeited."

You can check them again following this URL: https://1bet.com/tc-pages/exclusive-vip

Kind Regards,

The 1Bet Casino Team

Dear AMGE55,

let me know when you'll receive your money, please.

Hallo Casino hallo Guro

die zugesagten 500€ sind gerade gutgeschrieben worden…….damit ist der Fall für mich beendet und kann geschlossen werden……

Danke an alle Beteiligten……

Gruss

AMGE55

Dear AMGE55,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru