The player from Germany won over €400000 but most of his winnings were confiscated. We ended up closing the complaint as ‘unresolved’ because the daily win limit wasn't applied correctly.
1Bet Casino - Player's winnings were capped due to the wrongly applied daily win limit.
Black points: 406974
Amount: €236,048
1Bet Casino
Safety Index:Very lowSafety Index
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0.0
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Unresolved
Our verdict
Unreasonable excuse
UNRESOLVED
Case summary
8 months ago
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2 years ago
Dear Serkan,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that your winnings have been capped because of this term?:
"Customer’s maximum winning amount per day can’t exceed 100,000 euros."
Also, I apologize, but we have no capacity to go through all files from the provided link. Would you be so kind as to pick the most important evidence and forward it to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
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Hello Casino Gurus Team,
Hello Kristina,
in the meantime you have received a slimmed-down, compressed form of the facts from me, I hope you have received the e-mail.
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2 years ago
Thank you very much Serkan for your reply. I would like to point out that we agree with you and we also think it is completely unfair for a casino to confiscate progressive jackpot winnings. We share our standpoint in Fair Gambling Codex:
"Win limits and progressive jackpots
The connection between win limits and progressive jackpots needs to be brought up too. Progressive jackpots work differently than regular casino wins. They are generally paid out by the game provider who has created the game on which the jackpot has been won, not by the casino in which a player has managed to win it.
After a progressive win, the game provider transfers the money to the lucky player, with the casino functioning as an intermediary. Therefore, it makes no sense (in most cases) for the casino to apply the win limit to these winnings. If they do this, they only send a portion of the money to the winner, and basically keep the rest. That's why some game providers sign agreements with casinos, based on which, the casino cannot withhold legitimate progressive winnings from the player but have to pay them out in full."
I will now transfer your complaint to my colleague Peter (peter.m@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.
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2 years ago
Hi Serkan,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite 1Bet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Dear CasinoGuru representatives and Serkan,
Thank you for inviting us to this thread.
Since we've already made a statement and the player received a detailed explanation over emails, we're going to highlight the most important things as per our investigation.
As we informed the player on 12/11/2021, according to our website's general T&C, his gameplay was in breach as per section 3 - Account and personal information: Customer's maximum winning amount per day can't exceed 100,000 Euros. The following days were in the breach:
08/11 - player's winnings were 180 840 Euros
10/11 - player's winnings were 496 199 Euros
As a result of the above, a total of 433 441.15 Euros were redeemed from the player's account.
Our actions were strictly followed by our general T&C's, which you can find here: https://1bet.com/terms-and-conditions
Prior to creating your account at 1Bet, you've agreed to the Terms & Conditions, hence our actions are not a subject for further discussion and this decision remains final.
Kind Regards,
The 1Bet Casino Team
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2 years ago
Dear 1Bet Casino Team,
Thank you for your reply. Unfortunately, it is unacceptable to keep the player's winnings won on a progressive jackpot. It doesn't matter what is stated in the casino's T&Cs, the progressive jackpots are paid by the game provider and the casino has absolutely no right to keep any part of it. If the casino is struggling financially, this situation can't be used to earn extra money. It's basically a definition of fraud. The player must get paid in full, there is no way around it.
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2 years ago
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Dear 1Bet Casino Team,
Thank you for your feedback. You phrased it so "nicely" with your feedback! everyone who reads your message thinks that you forfeited part of my winnings, but you confiscated the complete part of the winnings. My account balance is zero and currently blocked.
You cannot offer progressive slots on your website and if your customers win those jackpots / wins, keep them in their entirety. Your casino confiscated the money I won. You mention that you act strictly according to the terms and conditions, but you keep the money paid by the gaming operator for your own cash register. Monopoly paid out the money for me, so I risked my money and won. In my case, I think your terms and conditions play a subordinate role, since you disregarded something here or implemented it incorrectly in your terms and conditions. I first read the terms and conditions more closely when I made the mega win of 500,000 euros. Everyone who registers on a casino site assumes that progressive jackpots are paid, otherwise there is no point in providing progressive jackpot games! I also don't know of any other casino site that introduces such regulations at the expense of the customers. I have read through many terms and conditions from other casino sites in the meantime..
I believe that you are not acting according to the terms and conditions / licensing guidelines of game providers. Every game provider wants their players to be entertained and made money. You also damage the reputation of the Monopoly game from Evolution Gaming. People no longer trust casino game operators or casino sites when they act like this. I myself have lost confidence and fun in this industry, even though I've been playing for years.
On the other hand, there is the question of whether a casino operator can withhold progressive jackpots. If so, then I recommend removing all progressive jackpot games from your site or adjusting your T&Cs. This is definitely not the case for other customers with the casino games on your side.
I was also a VIP customer with your Company (See as well in selecbet, zodiacbet), in your "perfect terms and conditions" you say that VIP customers can get higher limits, but in my case I can't hear anything about VIP status anymore. I actually didn't want to play with you, your VIP account manager wrote to me for almost 2 to 3 months (see Whatsapp screenshots & audios) when I would like to deposit money again. I've been playing casino games for years, this is the first time something like this has happened to me in my life. I've also deposited a lot of money into sports betting and online casinos over the years, believe me. Among other things, this also includes the games from Evolution Gaming and Netent.
You might win that big once in your life, but then the casino comes along and takes all your winnings out of your hand.
I understand that you just don't want to get rid of 433,000 euros, but you were happy to collect the money when I won it in the game of Monopoly. This is not a regular jackpot, which you pay from your own cash register. You have not suffered any damage as a result of my winnings. A company that has been in business for over 10 years does not have to resort to such options. This will damage your reputation, you still have the opportunity to correct the error here...
Your terms and conditions as well as your system worked to my disadvantage, with you all customers are not entertained, but insidiously punished for participating in jackpot games. I'm sorry to put it that way. I would recommend you to improve your terms and conditions as well as your system. With these terms and conditions, no one can neither have fun nor win money with you. Your system kept me playing too, I can't help it if Evolution Gaming Casino rewarded me with such wins. I have not violated your terms and conditions here, the problem lies in your system and your incorrect or incomplete terms and conditions. You only noticed the error in your terms and conditions because a customer finally made such a large profit. See it as an opportunity to improve their service and accept your mistake.
There was no damage for you here, but you "won" a large sum through me and I will be punished for it!?
The Licensing Authority needs to thoroughly investigate your T&Cs, I hereby warn all customers who also play 1Bet Casino. Own your mistake and pay me off. See this as an opportunity to improve your system and terms and conditions. Nobody is perfect and mistakes happen, but I'm the disadvantaged person here and your casino collects 433,000 euros from me. Nobody can accept that!
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2 years ago
We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
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In the meantime I noticed that 1bet has changed or adjusted its terms and conditions.
"Customer's maximum winning amount per day (of any type or kind) can't exceed €100,000."
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2 years ago
Dear Peter,
We like to inform you that our statement is final and it's not a subject for further discussion.
All the information, related to this case was already being provided by email to the player.
Kind Regards,
The 1Bet Casino Team
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2 years ago
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Hi Peter,
I haven't received a single email since November 15, 2021.
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2 years ago
Dear 1Bet Casino Team,
After a closer review of the game, I admit that the Monopoly Live game isn't a progressive jackpot game as the player is convinced. However, what happened to all the winnings? Why is his account blocked? If there is a win limit per day of €100000, why can't the player withdraw his winnings?
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2 years ago
Dear Peter,
Thank you for your update.
We're working on providing a statement following your last comment.
Kind Regards,
The 1Bet Casino Team
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2 years ago
Dear CasinoGuru representatives and Serkan,
We are still waiting for an update from our high management, regarding this case.
As soon as we have more information, we'll make sure to let you guys know first.
Kind Regards,
The 1Bet Casino Team
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2 years ago
Dear CasinoGuru representatives and Serkan,
Our Compliance Team is currently investigating the case.
As soon as we have updates, we'll make sure to update you immediately.
Kind Regards,
The 1Bet Casino Team
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2 years ago
We are extending the timer as per the player's request and ongoing discussions with the casino outside this thread.
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2 years ago
Translation
Hello,
I would like a statement from 1bet, regardless of the VIP question, what's going on with my remaining winnings now, if 1bet is cooperative enough, I would be happy with 238,000 euros, after all I was allowed to earn a maximum of 100k a day. 1bet's calculation is not acceptable if you cancel all my winnings. I won different amounts over several days, totaling 238,000 euros (without VIP).
(I will deliberately omit the VIP question if we find a solution - Although I received a VIP offer from you, you deny that I was never a VIP - I found 1bet's statement regarding VIP extremely unfair - My screenshots regarding VIP were simply rejected and the terms and conditions were subsequently changed/adjusted)
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2 years ago
Dear Mr. G*****,
Apologize for the late reply on the CasinoGuru platform.
Please, do keep in mind that our VIP club can be obtained only after an official invitation via email to our players.
As per our T&C's point, 8.19 - "1Bet could offer VIP service to certain loyal customers for a certain period of time. VIP membership could be gained only upon official invitation. 1Bet has the right to discontinue the VIP service at any time at its sole discretion."
In the screenshots that you provide, it is noticeable that the email address used is from our regular support email, and the logo used by us is also the regular support one. For our VIP members, we do have specially dedicated channels for communication, where the abbreviation VIP is always present in the title, in our emails, and in signatures.
As per our official records, you haven't been invited to join our VIP services by any official communication channel. Please, do also keep in mind that all regular emails with special bonuses and other services are also being sent in order to provide you with a variety of different services, by doing so, you received a glimpse of the services that can be provided to VIP members as well.
Having that in mind, it's not a subject for different scenarios, even if you were a VIP player, there's still a maximum amount of winnings, and it is not per definition a higher amount than what was mentioned in our official T&C's.
We can also confirm that you've withdrawn all winnings and you haven't been logged in to your account since 29/04/2022.
We believe that we've provided enough proof during the whole process and we considered the case closed.
Kind Regards,
The 1Bet Casino Team
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2 years ago
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Dear casino team,
According to point 8.19 of our T&C – "1Bet may offer VIP service to certain loyal customers for a certain period of time. A VIP membership can only be purchased by official invitation. 1Bet has the right to discontinue the VIP service at any time at its sole discretion."
At the time of my registration and during my playing time, paragraph 8.19 was not in any terms and conditions, I have screenshots of the terms and conditions from the past. In the course of our correspondence with Mrs. Drommond, you have constantly adjusted your terms and conditions, I have proof of this. Both videos and screenshots. You can count on me having all the screenshots and videos of your terms and conditions. They would be right if that had been stated in their terms and conditions beforehand. But that was definitely not the case. Otherwise I would have been informed about it and would not have complained about VIP question for weeks, I read your terms and conditions the whole time. You could have mentioned that much earlier in correspondence with Mrs. Drommond, but you only made it up after I sent the screenshots with VIP.
What is noticeable in the screenshots you provided is that the email address used is from our regular support email and the logo we use is also that of regular support. For our VIP members we have specially set up communication channels in which the abbreviation VIP is always present in the title, in our emails and in signatures.
You cannot send me offers whose terms state that the offer provided is only for a limited number of VIP members and then emphasize that you were not messaged through the VIP channels. If you don't see me as a VIP, why did your VIP Account Manager message me or why did I receive this VIP offer via email?
According to our official records, you have not been invited to our VIP services by any official communication channel. Please also remember that all regular emails with special bonuses and other services are also sent to offer you a variety of different services, giving you a glimpse of the services that can be offered to VIP members as well.
That would be true if you had told me that in good time at the time, that was not the case and it was not stated anywhere that it is only an insight into the services of the VIP. Their VIP account manager wrote me for weeks via Whatsapp and made me the VIP offer official via email (see screenshots "This offer is only available for a limited number of VIP members"), as I mentioned above, it stood nowhere inside with the invite by the time of the complaint.
With that in mind, it is not a subject for different scenarios, even if you were a VIP player there is still a maximum win amount and it is by definition no higher amount than what has been mentioned in our official T&Cs.
When your VIP account manager wrote to me, I told him twice that the bet and winnings limits were too limited, he wanted to look for a solution and said he would get back to me, but he didn't do it when I paid the high amount have paid in. While there is no official win limit adjustment, I would like to mention how pushy the VIP advisor was, I feel cheated/tricked in this regard. Your terms and conditions state that VIP customers can receive higher limits. However, no further details are given. How is the customer supposed to know?
I'm trying to find a solution here. How you treated me with VIP is evident in the evidence. Your employees or companies first make me feel like I'm a VIP with you and when I make big profits, I'm suddenly a normal customer.
I can log in all the time, but my account is still locked. I paid you twice.
Their evidence is based on claims that are not regulated anywhere and are made known afterwards. You have also changed the terms and conditions. My evidence documents are made irrelevant by your new terms and conditions.
The calculation made by your company is still unacceptable. Winnings are taken into account per day, losing is allowed. But the profits from the excess amounts were deducted from my account total balance. You have to take them off every day, that's what it says inside.
If your terms and conditions have a win limit of 100k per day, then I can win 100k that day. However, you cannot deduct the remaining amounts over 100k from my total balance.
If you look at the winnings individually per day, I am entitled to an amount of €236,048.90 without VIP.
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2 years ago
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Here are the balance sheets in the casino section:
Won 10,904.60 euros on November 6th, 2021 - I am fully entitled to this amount
Won 18,750.00 euros on November 7th, 2021 - I am also entitled to this amount in full
Won 180,840 euros on November 8th, 2021 - I am entitled to this amount up to 100,000 euros. According to the terms and conditions, they can keep the excess amount of 80,840 euros
Lost 163,250.00 euros on November 9th, 2021 - You can keep the money because I lost
Won 496,199.00 euros on November 10th, 2021 - I am entitled to this amount up to 100,000 euros. According to the terms and conditions, you can keep the excess amount of 396,199.00 euros
Won 6,394.30 euros on November 11th, 2021 - I am fully entitled to this amount
Lost EUR 74,671.00 on November 12, 2021 - You can keep the money because I lost
In total, that would be €236,048.90. With this amount I am satisfied and the case is closed forever.
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2 years ago
Hi all,
Thank you for your replies.
Dear 1Bet Casino Team,
If the amounts of winnings from the 6th of November to the 12th of November are correct as described by Serkan, the payment of €236,048.90 is due for this period of time. If you want to apply a win limit, it has to be applied correctly. How much did he get paid so far?
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2 years ago
Dear CasinoGuru representatives,
Thanks for your update.
We would like to inform you that additional information cannot be provided, as the discussion is currently open with the player, us, and the licensor. We believe that we've provided enough evidence and information and believe that there's no need for parallel discussion.
The licensor is in touch with the player and we remain at their disposal for any additional information.
Our relevant departments have been cooperative enough at this stage and everyone on our team is trying to help the player to resolve his case.
Kind Regards,
The 1Bet Casino Team
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2 years ago
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Hi Peter,
I was paid a total of 9,950 euros by 1bet. This amount is already included in my listing. There is nothing to hide when it comes to payouts. Casino Guru is a platform for the public.
Hello 1bet,
as listed above, I ask and insist on the credit of 236,048.90 euros. I accommodate you with this and expect the same from you.
Kind regards
Serkan (FAIR GAMBLING)
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2 years ago
Dear Mr. ******,
Thanks for your update.
As we mentioned in our previous update, we're at your disposal for anything additional, regarding your case.
We remain available to you and the official licensor, where the communication is currently ongoing.
We would do everything from our end to help you, In the process of resolving the case.
Kind Regards,
The 1Bet Casino Team
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2 years ago
Hi all,
Thank you for your replies.
Dear 1Bet Casino Team,
You actually didn't provide any relevant evidence or explanation of the whole situation. Did Serkan hit those winnings as he described? If so, why did you pay him €9,950 instead of €236,048.90? This has nothing to do with his VIP status. We need a clear and detailed explanation of how much he won and how you applied the win limit. If it wasn't applied correctly, the player has to get paid the rest of the winnings. You can't just confiscate €226,000 for no reason.
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2 years ago
Hello all,
Unfortunately, I didn't receive any relevant information on how exactly the daily win limits were applied to the player's account. From the information I have so far, it seems that the daily win limits weren't applied correctly every day but somehow later on. The complaint will become unresolved. The casino has the right to request a reopen but has to provide all necessary information.
Dear Serkan,
I'm afraid I can't help you with this one. The casino seems to have made its decision. If the casino changes its position we will reopen the complaint and you will be notified by email. Please let me know if you make any progress with the Curacao Gaming Authority (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
