The player from Germany had won €11,000 at 1Bet but had encountered problems with the withdrawal. His first withdrawal request had been rejected due to a violation of terms and conditions, and the second had been denied due to technical issues. After his third attempt, the player discovered that his winnings had disappeared. The casino's records had shown the money was gambled away, but the player had insisted he did not place any bets. We had requested further details from the player and the casino. Despite the player's insistence that his account had been used without his knowledge, the evidence provided by the casino showed no suspicious activity. We had concluded that the player was responsible for the security of his login data and could not hold the casino accountable for the loss of his winnings. The player's complaint had been rejected due to insufficient evidence.
1Bet Casino - Players' winnings disappeared and withdrawals rejected at 1Bet.
Amount: €11,180
1Bet Casino
Safety Index:Very lowUnjustified complaint
REJECTED
Case summary
Hello everyone,
I urgently need help.
I won a sum of 11000€ at 1Bet on the 22nd of January, 2024.
My first attempted withdrawal of 9900€ on the 24th of January, 2024 was rejected on the 25th of January, 2024 due to a violation of Terms and Conditions (1BET had updated their T&Cs).
So, I submitted a second withdrawal on the 25th of January, 2024 for 5000€ which was declined on the 31st of January, 2024 due to technical issues. Okay, then, a third withdrawal of 5000€ was submitted on the 1st of February, 2024, and now it's getting scandalous. On the morning of the 3rd of February, 2024, I checked my account to see if there were any updates or if I'd received a message - nothing. This morning, on the 4th of February, 2024, I check and lo and behold - all my winnings have vanished - I immediately contacted their chat support - they suggested I check my betting history in the casino - and lo and behold my money has been gambled away. I just want to clarify - no one else had my login details, I only play on my PC, and I have a very secure password. The timeframe in which I allegedly played, on Saturday, the 3rd of February, 2024, from 21:00 - 22:33, I can confirm that I was at a birthday party, and 12 individuals could corroborate this. The 1Bet chat service has now forwarded this case to a specialist. I want nothing more than the winnings that are rightfully mine. They were quite happy to accept my deposits, after all.
Dear Jahizu,
Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you've encountered with your winnings at 1Bet.
To better understand your situation and assist you effectively, could you please provide us with more details? Specifically, we would like to know:
- Did you receive any notifications or explanations regarding the rejection of your withdrawal attempts and the subsequent disappearance of your winnings?
- Have you been informed about the specific terms and conditions that were allegedly violated with your first withdrawal attempt?
- Could you share any communication you've had with 1Bet regarding the technical issues that led to the rejection of your second withdrawal attempt?
- Have you received any response from 1Bet's specialist team regarding the investigation into your case?
Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication or documentation, please feel free to forward it to petronela.k@casino.guru for our review.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hello Petronela,
I have sent all points to the specified email as requested.
Thank you
Hi Jahizu,
Thank you very much for forwarding all the relevant communication.
- Could you please contact the casino directly to request your game history and forward it to me at your earliest convenience?
- Can you confirm that you have not shared your login information with any third parties?
Thank you.
Hello Petronela,
yes, I can confirm 100% that no one but me has the data.
The casino has closed my betting account and I no longer receive an answer to my email.
I'm sorry for the late reply. Thank you very much, Jahizu, for providing all the necessary information. 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 in the near future.
Hi Jahizu,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite 1Bet Casino to join the conversation and contribute to the resolution of this complaint.
Dear Peter and Jahizu,
Thanks for bringing this case to our attention!
Upon receiving the Player's initial request, our security department initiated a thorough investigation of Jahizu's account and activity. Thus, the account was temporarily closed to mitigate the risk of potential discrepancies.
Once the review was completed, and no suspicious logins or unusual gameplay activity was found, the account was reactivated and is now fully operational for the Player's use. We have communicated the investigation results to Jahizu and advised them to enhance their password security, so similar situations to be prevented in the future.
As we have already addressed the case directly with the Player, this information should be sufficient enough.
Best Regards,
1bet Casino Team
Hello,
I received the documents and forwarded them to Petronela
I was there on Saturday, February 3rd. not at home at the specified time.
I live alone and nobody, really nobody has my data.
At the specified time I was at a birthday party and 12 people can attest to this.
Furthermore, at this point I already have 1 1/2 weeks for payment, as described above
Waited and didn't play, asked about it in the chat on Friday. I expect an amicable solution from 1Bet here.
Hi all,
Thank you for your replies.
Dear 1bet Casino Team,
Could you please forward the player's game history to my email address (peter.m@casino.guru)?
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.
Thank you 1bet Casino Team for the provided evidence.
Dear Jahizu,
I've reviewed the evidence from the casino, however, I haven't found anything suspicious. According to the data, you logged in and out on 3.2.2024 several times from the same IP and the last session was between 20:59 and 22:32 which corresponds with the history of bets. Secondly, there was further gameplay on 12.2. 2024. If you are convinced that the casino or someone else played down your winnings, why would you continue playing in the very same casino a week later? That doesn't make much sense. Even if somebody else was able to access your account, the casino can't be held responsible for the safety of your login data. I'm afraid I won't be able to help you with this one.
Hi Peter,
yes, unfortunately that's true, I said on February 12th. played there again.
Yes, I registered on February 3rd. I logged in early to check whether a message had been received, but as I have already mentioned several times, I was not at home between 8:59 p.m. and 10:32 p.m. In fact, I wasn't home from 5:15 p.m. until 1:30 a.m.
After I logged in there again today, I suddenly received a casino bonus of €75 that I didn't want.
Then I realized that I was limited to €1. They didn't answer my questions in the chat and suggested playing with the casino bonus. After asking several times, I received an email about this.
Now I hope, Peter, that you understand me, there is a trick here so that I don't receive my winnings and if I win (like in esports at the beginning of January) I will be limited.
Dear Jahizu,
I regret to inform you that I am unable to assist you in this matter due to lack of evidence to support your claim. The data available does not indicate any unusual activity. Even if a third party has used your login information, the casino lacks the necessary tools to investigate. This is why players are responsible for securing their login credentials. Unfortunately, your complaint will be rejected. If you wish to challenge our decision, please contact the Antillephone Gaming Authority at https://casino.guru/licensing-authorities/curacao-license-3 for further guidance. I wish I could be of more help.
Best regards,
Peter
