The player from Denmark won 6800kr after making a second deposit and declining the bonus, but the winnings were locked due to the lost first deposit bonus issue. After trying to cancel the bonus, the winnings disappeared from the account. Now the player is unable to contact the casino or access the account.
1Bet Casino - Player's winnings were confiscated.
Black points: 250
Amount: 6,800 kr.
1Bet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.0
1Bet Casino has a Safety Index of 0, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Uncertain case, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Dear 8972345,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify if you had any balance in your casino account before you made the second deposit? Did you finish the wagering that was required after placing the second deposit?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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
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1 year ago
Dear 8972345,
Please note that your case is being investigated.
Kind Regards,
1Bet Casino Team
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1 year ago
Translation
How long will you spend on it?
it's been over a month since you wrote it would take a few days...
With best regards
Michael B***
Edited by a Casino Guru admin
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1 year ago
Hello everyone,
Thank you both for your replies.
8972345, please understand that this message from 1Bet Casino Team has most likely been posted by a completely different person/team than you usually communicate with, so please be patient and give them time to look into this issue for you.
Meanwhile, you could get back to my message and provide all the requested information. Thank you.
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1 year ago
Translation
Hi Kristina.
There was NOK 0 in my account when I made 2 deposits. It was after 2 deposits that I won the DKK 6800.
I didn't receive a bonus for 2 deposits, so I don't think there is a playthrough requirement.
My communication with 1bet took place via chat, so unfortunately I don't have anything in writing from it. My account was suspended immediately after the chat ended.
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1 year ago
Translation
I received a bonus on 1 deposit and did not manage to meet the playthrough requirement until I had lost both deposit and bonus.
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1 year 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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1 year ago
Translation
Hehe, yes, it's just that their rating can't get worse😄
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1 year ago
Hi 8972345,
Unfortunately, the casino stopped responding entirely and didn't provide any evidence to support its claims. I will mark the complaint "unresolved" in our system. If the casino decides to respond, we will reopen the complaint and you will be notified by email. In the meantime, I recommend that you contact the Curacao Gaming Authority and submit a complaint there.
Gaming authorities have better options and tools to help players, especially in cases like this one.
I wish I could be of more help.
Best regards,
Kristina
