1Bet Casino - The player's balance was voided.

mi hanno appena derubato di 80 euro, 50 di deposito più 30 di vincite. Tutto questo perché ho deciso di eliminare un bonus di 10 giri gratuiti (equivalente a 1 euro) che, tra l’altro, non avevo neanche utilizzato. Ho eliminato il bonus non utilizzato, e mi hanno tolto i 30 euro vinti e i 50 depositati. Secondo me sono stata Truffata!!

Hello fmart1243,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Do I understand it correctly that you did not use a single spin from the bonus? Did you contact the casino with this issue and what was their respond?

Looking forward to your answer.

Regards,

Nick

Ho aperto il conto il 14/11/2021

Avevo un bonus di 10 giri gratuiti , non avendo utilizzato neanche 1 giro, ho pensato di eliminarlo per non avere restrizioni sul mio saldo, 50€ di deposito più 30€ di vincite. Invece mi hanno tolto tutto ciò che avevo sul conto

Li ho contattati in chat, chiedendo spiegazioni, e la risposta è stata che io avevo eliminato il bonus e il mio credito è stato azzerato, mi hanno offerto 15 euro, che a fronte di 80 euro mi sembra assurdo, ho anche chiesto, se le condizioni erano queste, di poter riattivare il bonus, in modo da recuperare il saldo, ma mi hanno risposto che non era possibile.

li ho contattati per email ma non ho ancora ricevuto nessuna risposta

Dear fmart1243,

Is there a way to forward us your betting history? Can you access it or request it from the casino and send it to nikolas.b@casino.guru?

Salve, ho provato a contattare su chat live ma senza risultati, vi ho inviato la conversazione al vostro indirizzo email, nella cronologia non c’è traccia ne delle giocate ho fatto dopo il deposito né tantomeno di quello che mi hanno tolto.

comunque non mi hanno mandato niente

Thank you fmart1243 for all the information. As we will definitely need more information from the casino, I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, fmart1243.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Please explain to us what happened and why was fmart1243's winnings confiscated.

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’.

Dear fmart1243 and Casino Guru Representative,

We investigated the case and here are our findings:

The player in question activated a 10 Free Spins bonus, began playing which led to losing her deposit, after which she cancelled her bonus. The winnings accumulated were taken due to the fact that when a bonus is activated, the winnings go to the bonus balance, until they are converted by completing the rollover. Keep in mind that even if the player has not started playing the bonus, the winnings made with the deposit go to the bonus balance as well.

All of this was explained in the chat by our agent. In addition, it was explained to the player that she can check all transactions made is the "Transaction List" in her account.

We believe that all the necessary information was already provided.

Kind Regards,

1Bet Team

Mi hanno tolto anche il deposito di 50 euro non solo le vincite di 30 euro

Dear 1Bet Team,

Could you please explain why also €50 deposit was voided?

Dear Casino Guru Representative and fmart1243, 

The player initially deposited 50 EUR and claimed a bonus 1BSPINIT (https://1bet.com/promotions/monthly-free-spins) as already established.  

The player then starts playing with the deposit and the free spins gained from the bonus. At the point in which the player has 80 EUR, the player decided to cancel the whole campaign/bonus, but this amount is Virtual, not real money, therefore as per our T&C she loses the whole amount: 

"8.14 Should a player decide to leave a campaign early or not meet the rollover requirements in the allotted time frame, their virtual bonus amount will be void"  

Full T&C: https://1bet.com/terms-and-conditions  

All this information has already been provided to the customer. 

We hope that this explanation will clarify the situation. 

Kind Regards, 

1Bet Casino Team

A parere mio siete solo dei truffatori professionisti, io non ho fatto 1 giro di quelli gratuiti, al massimo poteva esser giusto che mi veniva eliminata la vincita di 30€ , ma il deposito di 50€ e’ reale non virtuale!!! Non a caso avete una pessima reputazione !!Spero che i soldi che rubate ve li spendiate in medicine!

tanti cari saluti

Dear 1Bet Team,

Usually, when a player cancels a bonus, he should have his deposit back, especially when his balance is higher than the deposit value.

What would be a reason to cancel the bonus if it means that the player loses everything?

Would you mind sending me the fmart1243 game log to better understand what happened?

(matej@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’.

Dear fmart1243.

I am very sorry, but it looks like the casino stopped responding.

Of course, the idea that by cancelling the bonus, players can lose the deposited funds is absurd, and I want to suggest you contact the licensing authority. (in this case Curacao) 

If you don't know how to proceed, I will gladly help you.

Dear fmart1243.

Could you please tell me if you want to contact the casino's regulator? I will gladly help you with that.

Unfortunately, the player hasn’t responded. However, based on all the above, we decided to close this complaint as justified. It is absurd that a player may lose his real money when he cancels a bonus.