The player from Austria, who was diagnosed as partially incapacitated, lost €13,210 at 1Go Casino despite having self-excluded from all Austrian casinos. The player claimed that the casino illegally offered services in Austria and requested a refund of losses, but did not receive a response within 14 days. The Complaints Team was unable to assist further due to the lack of crucial evidence regarding the player's self-exclusion request, which was necessary to proceed with the complaint. Consequently, the complaint was closed.
1Go Casino - Player's request for refund due to self-exclusion is ignored.
Amount: €13,210
1Go Casino
Safety Index:HighSafety 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.
8.9
1Go Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Dear Ladies and Gentlemen,
I deposited and lost €13,210 at this casino within just a few days. I have been diagnosed as partially incapacitated for business (as per a psychiatric report), and I have excluded myself from all casinos in Austria. Despite this, 1Go still offers gambling services in Austria, which, according to a ruling by the Supreme Court of Austria, is illegal. I have requested the casino to refund the losses. However, even after a 14-day period, I have not received any response to my complaint.
I am seeking your assistance. If no solution is provided in the coming days, I will proceed with filing a lawsuit.
Automatic translation:
Public
Public
4 months ago
Dear ManiacIII,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.
If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs.
Nonetheless, could you please advise if you informed this casino about your gambling problem before depositing? Do you currently have access to your casino account?
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
4 months ago
Translation
Good day,
Firstly, I informed the casino about my illness before making my first deposit and asked if there were any restrictions on my gaming. The casino said no, they told me that no data was available and that they saw no problem with letting me play there.
Secondly, when registering, there is no indication that the offer is illegal and against the law in my country.
Thirdly, they have refused to communicate with me since I made my request. I have now been put off in more than 40 emails and told that there is a 14-day response period. More than 14 days have already passed and I still have no response.
Why do these casinos operate so dubiously and always only play for time?
I hope that you will intervene accordingly so that at least my request is taken into account.
Thanks
Automatic translation:
Public
Public
4 months ago
Thank you very much for your reply, ManiacIII. Could you please clarify if you are able to log into your casino account?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. I am mainly interested in messages where you informed the casino about gambling problems. Thank you in advance.
Public
Public
4 months ago
Translation
Hello Kristina!
I have sent you the correspondence by email.
Automatic translation:
Public
Public
4 months ago
Ok, I will ask you for the third and last time - do you have access to your casino account? Yes or no.
Furthermore, do I understand correctly that you sent a physical letter to the casino owner?
Public
Public
4 months ago
Translation
Hello! Why so unfriendly? Do you want to work independently on a solution, or are you also only paid by the online casinos? I have also been waiting for your response for many days. So please be a little friendlier.
So: NO, of course I can no longer log into my account - as is always the case with these providers, you are blocked as soon as you have a complaint. Absolutely dubious and questionable. So to answer your question: No, I can no longer use my account. Of course it was only blocked after I had made all the deposits, and not before I had made my deposits and sent my letter.
Secondly, I sent my letter by email, not by physical letter. My letter was sent as an attachment in an email. As you can see, I write my letters properly and not just by a bad email. Nevertheless, my self-exclusion was ignored before the damage occurred.
Third: If the casino does not immediately transfer the amount back, I will first file a lawsuit (my lawyer and a litigation funding company are just waiting for my approval), and then I will have an investigation initiated against the managers of this dubious casino, as they are committing the criminal offense of serious commercial fraud (intent to damage another person's assets). The casino is not allowed to operate in Austria, but does so anyway and refuses to pay back the damage. This means that the full criminal offense is committed. In addition to the lawsuit against the casino, I will also file a complaint against the liable managers personally, as they are responsible for these practices.
You can now seriously work on solving the problem and show that you work independently, or you can leave it alone. I will wait exactly 3 days to see if the repayment has been made. Otherwise, the necessary steps will be taken.
I would also like to inform you that I will confront the payment service provider and the casino's business bank (JP Morgan Bank Frankfurt) with the facts and, if necessary, hold them accountable, as they are also directly involved in illegal gambling in Austria by making payments for the operator.
I have other options and resources, especially very good lawyers. And I will not let myself be fobbed off with excuses like many others. I will get my money, no matter how. This dubious casino should not mess with me.
If you resolve the matter and the money arrives in my account by August 22, 2024, everything will be settled. Otherwise, there will only be legal steps.
Automatic translation:
Public
Public
4 months ago
I apologize if I sounded harsh, but you avoided my question twice before and this information was very important.
Could you please clarify when exactly you sent this email to the casino and when exactly your account was closed? Please forward this email together with any other relevant communication between you and the casino to kristina.s@casino.guru. Thank you.
Public
Public
4 months ago
Translation
It's fine, apology accepted.
I sent my letter about my illness and question about the ban on Sunday, July 7, 2024 at 11:50 a.m. to the following addresses:
help-1go@support.win
complaints@galaktikanv.com
My account was only blocked after I sent a letter of demand and announced my loss on July 20, 2024. Until then, all of my deposits over € 13,210 were approved and debited from my bank account - despite knowing that I had been ill since July 7, 2024.
As of July 20, 2024, I have no longer been able to access my account.
The repayment is still being refused to this day.
Since there has been no response from the casino and no compensation for damages for over a month now, I will take the appropriate legal steps today and submit the lawsuit to the court.
Automatic translation:
Public
Public
3 months ago
Unfortunately, I have not received any new emails from you yet. Please forward me the email you sent to the casino so we can proceed with this complaint.
Public
Public
3 months ago
Translation
I have sent you an email with the email history; over 60 messages have been exchanged since July - to date, with no resolution!
I will now take tough action against these fraudsters if they are not finally put to rest.
Automatic translation:
Public
Public
3 months ago
Although I received the email, it doesn't contain the required information - the initial self-exclusion request you sent via email. Unfortunately, this evidence is crucial for us to proceed with complaints like this and request a refund. Since you failed to do so, and you confirmed your account has been closed I am afraid that we cannot assist you further.
At this point, I can only recommend how to request self-exclusion properly in the future.
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
