1Bet Casino - Self-excluded player requests refund of his deposit.

Hello Casino Guru Team, one year ago, I self-excluded myself from gambling in Germany through the Oasis system because I am a gambling addict. Recently, my gambling addiction resurfaced, and I started searching online for sports betting, which led me to the provider 1bet, who accepts players from Germany. I had to enter my details and upload my ID for verification. After that, I was allowed to deposit money. The deposit was made via online banking in my name, and I have all the transaction records. Since I am registered as a gambling addict, I should not be allowed to play. I am requesting a refund of my deposit (approximately €700). Best regards.

Dear trunkz337,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you requested a self-exclusion due to gambling problems directly at 1Bet Casino?
• Did you ever mention your gambling issues or addiction to casino support via email or live chat?
• Is your casino account currently accessible to you?

Please note that OASIS is a self-exclusion scheme mandatory for online casinos operating under a German gambling license. As this casino is licensed under Curacao Antillephone, your registration with OASIS won't have any effect on your protection.

Thank you very much in advance for your reply.

Regards,

Tomas

Not directly on the site, I pointed out in live support that I am banned in Germany and addicted to games. If this provider does not have a German license then it is not allowed to accept players from Germany, but this provider offers offers to players from the German market, which is punishable and a problem for gambling addicts because I am officially banned by RP Darmstadt

I wanted to log in today and ask what was happening in support, and my account was closed!

Thanks for your point of view and the update.

• When exactly have you mentioned gambling addiction to casino support?
• Did the casino close your account as a result of informing the casino?
• Do you have any record of the conversation regarding this you might share publicly in the complaint thread or to my email at tomas@casino.guru?

I think this case is closed

Was your refund processed by the casino?

May we consider the issue resolved?

Dear trunkz337,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.