The player from Austria had completed the wagering requirements for a bonus of free spins and had requested a withdrawal of €750. However, her withdrawal was rejected due to a condition regarding depositing and wagering winnings again, which had not been clearly communicated during prior chats. She sought clarification on this matter. The Complaints Team clarified that the casino's request for a deposit equal to the winnings was based on the terms related to consecutive no deposit bonuses, which the player had not fully understood. After reviewing the situation, the case was closed as rejected due to a lack of further communication from the player.
1Go Casino - Player's withdrawal has been delayed due to uncommunicated conditions.
Amount: €780
1Go Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Dear Team,
Since it is not entirely clear who is "in the right" here, I kindly request a review of my case.
I accepted a bonus of 77 free spins, resulting in a win of €85.65. I needed to achieve a turnover of €4,282.50, which I did. While doing so, I contacted the casino via chat to learn the exact bonus conditions, as they were not clearly outlined in the offer. I was informed that once I met the wagering requirements, I could withdraw my winnings. Unfortunately, I did not document this chat with screenshots! So, I continued playing. At some point, my balance changed significantly, making it clear that I had likely met the required €4,282.50, as during the game, the balance suddenly showed approximately €850, even though shortly before, I had something between €1,600 and €1,800...approximately. Available for withdrawal was, if I’m not mistaken, about €850. I was then required to verify my account, which I did, and it was confirmed via email. I requested a withdrawal of €750. A few hours later, I received an email rejecting my withdrawal request. I followed up in the chat (which I did document via screenshots), and I was told that I needed to deposit the requested winnings once and wager them three times for the withdrawal to be processed. This information was not provided to me during the first chat, even though I specifically asked about the conditions. The casino now refers to this, and as a result, they naturally have not paid out. I request clarification if possible. Furthermore, I have not played since the second chat and am leaving these winnings untouched until an explanation is provided. Thank you in advance for your efforts. Best regards, Manuela
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2 months ago
Hello manusluck,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1Go Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Did you ever deposit into the casino?
- When was the last time you spoke to the casino and what was it about?
Please note that a deposit requirement is not a bonus condition. It is mandatory to deposit to verify your payment method and a 3x rollover is for anti-money laundering.
Looking forward to your answer.
Regards,
Nick
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2 months ago
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Dear Nick.
My account has been fully confirmed by yesterday's verification (25.01.25)
Yes, I have made a total of 4 deposits via Neteller, but this did not result in any winnings for a withdrawal.
I last had contact with the casino via chat yesterday, and it was only about this "payout requirement", i.e., depositing winnings once and wagering them 3 times after fulfilling the bonus conditions.
It may be that the casino is in the right due to possible terms and conditions, but then they still withheld this information from me when I asked directly. Because the answer was: "after fulfilling the conditions you can pay out the winnings".
I also wonder why I was able to request a withdrawal at all and why it was even checked if there was a deposit request in between... normally you can
do not request a payout at all.
Greetings Manuela
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2 months ago
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Dear Nick.
I have now read the bonus conditions in the T&Cs more closely. My understanding is that you have to pay out your winnings first and then make a deposit - that is definitely not true.
And then it says again that there is a minimum deposit, but not less than €10, to withdraw the winnings. Maybe I'm not understanding something correctly here, but since you are the professionals here, I'm convinced that you can solve this "payout problem" and then I'll know where I really stand in this case. Thank you very much for your support in advance. Best wishes Manuela
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2 months ago
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PS, however, I am not supposed to make a minimum deposit and wager it 3x, but I am supposed to deposit the amount of the winnings (€780.00) and wager it 3x.
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2 months ago
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Dear team, a week has passed, do you have any news in the meantime?
Thank you for your feedback.
Manuela
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2 months ago
Hello manusluck,
The casino definitely should not request to deposit the amount of winnings - as explained above, a minimum deposit should be only to verify your payment method and as you did deposit 4 times already, they should not request it at all.
Before we would get in touch with them, can you please forward any communication between you and the casino related to this issue to nikolas.b@casino.guru?
Looking forward to hearing from you.
Regards,
Nick
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2 months ago
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Hello back.
Yes, I'm looking for the screenshots I took and will be happy to pass them on to you. I thought there was something strange about the request...I'm curious to see how it turns out... Regards Manuela
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2 months ago
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Dear team!
I just sent all the screenshots of the conversations to sent with a request for review. Thank you.
Manuela
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2 months ago
Thank you manusluck for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
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Dear Nick,
Thank you for your message. Unfortunately, I have reduced my winnings so much by continuing to play that there is no point in you taking any further action, so you can actually close the case, even though your result would be really interesting for me. Thank you for your efforts! Regards Manuela
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2 months ago
Dear manusluck,
I'm Michal, and I have taken over this complaint. I have examined the details of this case. Although it is unfortunate that you engaged with the funds and experienced a loss, I will reach out to the casino to clarify the situation, as it appears there may have been some misunderstanding.
I would like to invite 1Go Casino to join the conversation.
Dear 1Go Casino,
I would appreciate your clarification regarding the current situation. While I understand that there are standard wagering requirements for deposits, the amount required for the player appears to be quite unreasonable. I look forward to your explanation.
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2 months ago
Hello, dear player and Casino Guru representatives! The deposit was requested by our specialists in accordance with clause 10.6.4: "In case of a repeated use of no deposit cumulative bonuses on the Company’s sites without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 1 000 ₽), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void". At the moment, according to internal data, the player has already used his funds on the game balance.
Best regards,
1Go Casino!
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2 months ago
Dear 1Go Casino,
I appreciate your clarification regarding the circumstances; it certainly provides a new perspective on the whole matter. While the situation may not be the most favourable from the user perspective, I recognize the policy that requires players to make a real money deposit between claiming no deposit bonuses. I also recognize that requesting several consecutive no deposit bonuses leads to the requirement for the user to make a deposit that matches the amount of the wagered bonus funds. This regulation is clearly outlined in the Bonus section of your terms and conditions.
Dear manusluck,
I hope the casino team has given you a thorough explanation regarding the increased deposit requirement. It seems you may not have noted that the bonus in question was a consecutive no deposit bonus.
To prevent any confusion moving forward, I suggest taking some time to review and understand the bonus terms and conditions, as well as adhering to them. I believe we have clarified the situation adequately. Can I proceed to close this case as addressed, or do you require assistance with anything else?
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2 months ago
Dear manusluck,
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.
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1 month ago
Dear manusluck,
While it appears that the situation has been sufficiently explained to you, we have not received any further confirmation from you regarding this or if you require additional assistance. Consequently, we are forced to close this complaint as rejected. I would like to express my gratitude to the casino team for their cooperation.
Please feel free to reach out to us should you encounter any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
