The player from Germany played with a bonus. He later found out that his winnings disappeared. It has been resolved.
I signed up for the following in the shit house ... .. this time without looking at the rating at Guro ... .. then immediately got a call from an Alesia ... .. very, very weak German ... .. understood almost nothing, talked about bonuses .... .I specifically said no bonus ...... then she only spoke in English, said ok pay in now ... .. then all of a sudden while playing I got a 25 € bonus that I couldn't even refuse ... .. truth actually ..... then get free spins Book of Dead to 3 € with 3 extensions and made 2004 €… .then went out because I had to leave …… .Money completely gone… .Account balance 0.0 €… .. asked in the chat where my money is. Answer is gone…. .Campaign ended and canceled… .. I was speechless and let it sink in first…. As crystal clear I didn’t want a bonus never played something like that …… can't win anything, just add a bonus and if there are any winnings it was bonus money… ..please say Guro What
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
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
Hello Kristina
I forwarded everything to you by email ..... very dubious practices ...... I played with my own money because at around 30 € a push message came under the game: Bonus lost and the profit with an account balance of 3 € ...... and communicated that to the manager ......
Kristina, what is the point ...... to refuse the deposit bonus and to agree with 25 € ..... according to my information I would have got the 25 € without a deposit ..... it says no on her homepage Deposit € 25 ...... is illogical, isn't it?
Lg
Purer
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.
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?
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
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
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
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
Everything just lies and consolations I've been put off for almost 2 weeks ...... should everyone slowly notice that this is a time game .....
Then pay my 2004€ then you can continue your phantom investigations.....fair solution because the screenshot says that I have the money in the process.....
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
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
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 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
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
Hi Viliam,
Thanks for the update.
We've sent evidence to your email.
Kind Regards,
The 1Bet Casino Team
Hello Viliam
please support me to get my 2004€ winnings......prefer to pay back the deposits to not have to pay out the winnings......think my emails or screenshots of me and the casino says it all.....
The casino is happy to take the €650 I deposited and transfer the rest to my account so I offered it to 1bet too….
Greeting
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.
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.
Please, dear 1bet Casino, refund me my 2004€ that I honestly won minus the 650€ that you kindly already paid me….that would also close the case…….
you are such a big casino and you write fairness very big on your flag….would never demand anything that is not my right….but in this case you are wrong….
Many greetings
AMGE55
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 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 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 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
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.
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
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.
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
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.
Dear AMGE55,
let me know when you'll receive your money, please.
Hello Casino, hello Guro
the promised 500€ have just been credited…….thus the case is over for me and can be closed……
Thanks to all involved……
Greeting
AMGE55
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
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
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.