The player from Germany had registered on the casino site that day, used a bonus, and ended up with €300 in winnings. Despite having a verified account and proper banking details, her withdrawal request was denied based on terms and conditions, claiming she had used the bonus multiple times, which she contested since she had just registered. The Complaints Team intervened, and after extensive communication where it was revealed that the player claimed multiple consecutive no deposit bonuses or free spins across multiple casinos within the same group, which according to the casino rules allowed them to place higher wagering conditions on the player to be able to withdraw the winnigs. The Complaints Team don't consider such a requirement as user-friendly and made efforts to find a consensus with the casino. The casino agreed to process a withdrawal of €50 as a goodwill gesture, acknowledging the player's concerns while also highlighting the technicalities of their bonus rules. The issue was resolved, and the player expressed satisfaction with the outcome.
1Go Casino - Player’s withdrawal request has been refused.
Amount: €50
1Go Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I registered on the site for the first time today. This gave me a bonus, which I used and won €44, wagered €1900 and then ended up with €300 in real money in my account. I can use the €300 as I please, so theoretically I could carry on playing. But I wanted to withdraw it, but the withdrawal was refused with reference to the terms and conditions section 10.6. and the reason that I had probably used this bonus several times. But that's impossible because I only registered today. My account is fully verified, bank details are all that is necessary and yet they refuse to pay me the amount. They insist that I have used the bonus several times without having made a deposit in between and are now demanding that I make a deposit equal to the wagered bonus money. But as I said, I only registered today and have therefore only had the bonus once. I then deposited another 10€ and won another 50€ with it and now they don't even want to pay me THAT.
Dear fiowember,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if you currently have access to your casino account?
- Do I understand correctly that you played with a no-deposit bonus?
- Can you please post a screenshot of your bonus history here in this thread?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Hey, my account has now been blocked after what feels like 300 messages and 5 hours of live chat. I no longer have access but everything is documented.
Yes, it was a no deposit bonus of 50 free spins that was activated for me in the live chat. I made 44 euros from that. I had to turn that into 1999, which I easily managed in less than 2 hours. They obviously didn't expect that and then the drama started. I was supposed to deposit another 300 and bet that 3 times. I was stunned. I then deposited another 10 euros and made 63 from that. I currently have 363 euros on it. They don't want to pay out the winnings I made with my real money either.
I received this email at work and it clearly states that I cannot make a deposit but can use the credit, which would have been fine for me. In the chat it then says that the author of 1Go Casino made a typo. I feel like I'm in kindergarten, is the casino doing so badly?
Thank you very much for your reply, fiowember. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Thank you very much, fiowember, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello fiowember,
I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.
We would like to invite 1Go Casino to join the conversation.
Dear 1Go Casino,
Kindly provide me with any evidence supporting the alleged multiple claims for the no deposit / Free spin bonus, which the player should have done. Additionally, please forward me the player's full game log, including the bonus and deposit history, to michal.k@casino.guru to assess the course of events.
Thank you in advance.
Hello, dear player and Casino Guru representatives!
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 10 EUR), 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.
I would like to note your attention to the fact that we take into account all projects within our company GALAKTIKA N.V.
The player's account is not currently blocked.
Due to the current circumstances, we are ready to refund the player the amount of his deposit, that is, 10 euros.
Best regards,
1GO Casino
No, I never used a second bonus. I only received this deposit bonus and no other. What does another casino have to do with this? With my €10 deposit, I also made another €62 profit. I want all of my money.
In addition, you repeatedly pressured me to forgo the bonus in the chat. You said over and over again that I should forgo the bonus. My account is blocked. See email.
Here's the email about my account being blocked. I was able to log in again, all of a sudden.
Dear 1Go Casino,
I have not yet received any documentation to substantiate the reported multiple claims for the no deposit / Free spin bonus, which the player should have done. Please send this to me at your earliest convenience. Furthermore, please also forward the player's complete game log, including both bonus and deposit history, to me at michal.k@casino.guru so that I can evaluate the situation thoroughly.
Yes, I'm curious about that evidence, because there won't be any. I did everything right.
I can also send the complete player log if I can.
Just admit a mistake and that's it. A kindergarten like that costs 360 euros. I'd even be willing to forgo the 20% so we can get this done. Best, fio
I also have one more question: Why can I gamble with my money? Why is it available to me?
It should be locked to another bonus. I can currently play with it normally, but why?
Of course, we all know why this is possible: 1. I'VE FULFILLED THE BONUS, AND 2. The casino is hoping I'll play the money back.... WELL, I haven't had any problems with any other casino (Jet, Starda, Izzi, Irqin, Dripp, or Legzo), even though they belong to the same chain. Deposits and withdrawals have been running smoothly for months. Only 1Go does such an unnecessary thing.
Hello, dear Casino Guru representatives! We've messaged michal.k@casino.guru regarding a player's case.
Best regards,
1GO Casino!
How long has this been going on? Every six days? The fact is, I'm clearly in the right.
This is my very first account there, and my very first bonus. I've never had a second one, as the other side claims.
I just want my money, every cent, now. My husband and I are registered with all partner casinos and have never had any problems. Do I really need to hire a lawyer for something like this? Sad, sad, sad...
Thank you for your email, 1Go Casino team. I have responded back with some additional questions.
Dear fiowember,
I have received evidence that you indeed claimed multiple no deposit/free spin bonuses without a real money deposit play between them across various casinos from the same group (GALAKTIKA N.V.). Even you confirmed that you played in Jet, Starda, Izzi, Irqin, Dripp, and Legzo Casinos, so strictly technically speaking, the casino team could have acted according to the rule 10.6. as mentioned in their bonus terms and conditions:
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 10 €), 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.
On the other hand, this approach does not present the appropriate user experience, as in this particular case you have always registered with the same email address, so it is expected that the casino systems will automatically restrict the ability for you to claim no deposit or free spin bonuses until you make a real money deposit between them. In this particular case in 1Go Casino, this was your first no deposit/free spin bonus, and you did make a real money deposit later. I have shared my thoughts on the situation and what the next step in resolving it could be, so hopefully we can find a reasonable consensus.
The worst part about the situation is that the free spins were unlocked for me in the chat. That should never have happened. Furthermore, they're still urging me in the chat today to forgo the bonus and pay me 10 euros.
I was confirmed that I had made a profit of 30 euros with the 10 euros I deposited.
But I would only get my 10 euros back.
I'm open to any solution, and I've already outlined some. The fact that I invested and lost €1,500 in the partners in the last few days can also be taken into account when referring to the partners. 🙂
Dear 1Go Team,
Have simply replied to your previous email:
But I will send it again to your email address.
Dear Casino Guru representative, for some reason, we don't see your reply. Is there a chance we can have a chat in Skype. Please let me know.
Best regards,
1GO Casino!
Hi everyone, Michal, I've sent you another email with all the screenshots. As I said, I'd be interested in any solution and would delete my review in return.
However, I have to note that when I register somewhere where my husband is also, the very first thing I do is go into the live chat and ask if it's okay for me to have my own profile. Only once I get the OK and my account is verified do I pay in. This has NEVER been a problem with any of my partners so far.
My husband hasn't been to 1Go Casino yet, so I didn't mention it in the live chat.
If you then REFER to the PARTNERS when it comes to the bonus just because the customer manages the impossible and converts 1990 euros then you shouldn't give this bonus in the first place.
Izzi blocked my account yesterday because of 1GO and then sent me an email saying my account was free again. I don't quite understand that either...
I've suggested several times that I'd like to keep my winnings from the €10 I deposited and forgo the bonus, which would only be €60. I'd like to receive a positive response.
best regards, Fiona
Dear Casino Guru representative, please check your Skype dm.
Best regards,
1GO Casino!
Dear 1Go Team,
I appreciate your efforts in working towards a solution for this matter.
Dear fiowember,
I have reached out to you via email and shared my thoughts on how this case can be addressed and am awaiting your response.
I agree
Thank you for your efforts. The €50 would have been my winnings anyway, which I made with my deposit, so this isn't a courtesy from the casino; it's their obligation, since it was my real money. Anyway, my €50 is better than nothing.
Dear Casino.Guru Team Thank you so much 🙂
Dear player, we have thoroughly reviewed your case and discussed it directly with the Casino Guru representative as well as our management team. After careful consideration, we have decided to process a withdrawal of €50 as a goodwill gesture to address your concerns and improve your experience. You are welcome to submit a withdrawal request for this amount, and we will process it accordingly.
Best regards,
1GO Casino!
Goodwill? I won €65 in real money with my €10 deposit. That's the only reason you're paying it out. I can only advise everyone against 1Go.
Dear Casinoguru-.com team, thank you so much for your help! You were fantastic! The case is closed for me. I received 50 that belong to me anyway. See you soon and thank you.
Dear 1Go Team,
Thank you for your cooperation in finding a reasonable resolution to this case.
Dear fiowember,
Thank you for your confirmation. While I'm pleased that our efforts contributed to a satisfactory resolution in this matter, and I completely respect your right to express your views on it, I must admit that I'm a bit taken aback by your last response. The disbursal of the €50 wasn't as obvious as you think. As I have informed you previously here and in my email to you, the casino team was technically in the right to act in accordance with rule 10.6. The deposit of €10 was done by you only because you wanted to withdraw the winnings from the free spins; it was not just a simple real money deposit without any "strings attached," because if it was, this situation would most likely not have occurred and you wouldn't submitting this complaint.
Technically you should have initially deposited €300 and wagered it 3x. So with this in mind, the offer of allowing you to receive the €50 without any further wagering is a reasonable resolution from my point of view.
I highly encourage you to take the time to read and understand the bonus rules prior to claiming any bonuses in any casino. Adhering to the bonus rules will significantly reduce the likelihood of encountering similar issues in the future. Furthermore, please note that at the moment you are required to make a real money deposit and play with those funds before you can claim any additional no-deposit bonuses or free spins and be able to withdraw any winnings from them at any GALAKTIKA N.V. casino.
If you are not sure about anything, please do not hesitate to reach out to the casino support for advice. It might be useful to inform your husband about this as well, as, like you mentioned, you use to play in the same casinos. So it's always better to be cautious.
With all this being said, I will now proceed to close this complaint as 'resolved' in our system. I would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
