1Go Casino - Player faces issues retrieving blocked payment.

Hi,

I made a deposit of €200 on December 30. During the transaction, I received an error message and the money never arrived in my casino account, but was deducted from my bank account. Since I had won quite a bit of money in the days before and had it paid out to my bank account, my bank account was closed by my bank in the meantime. I can no longer receive refunds or transfers. So I contacted casino support. They told me that the payment service provider would transfer the money back to me. Unfortunately, this is not possible for the reasons I just mentioned. The money will not arrive in my bank account and will be blocked by my bank. So it is still with the payment service provider. I explained to support that the money must be sent to either another bank account or my casino account. According to them, the payment service provider would refuse to do this because it cannot send the money to another bank account. Furthermore, support said it had done everything it could and that the rest was now my problem. I should talk to my bank. My bank has clearly written to me that I can no longer receive any money. I have also forwarded this to the casino as a Screenshot.

The casino is now unwilling to help me and says they have done everything possible. Is the payment service provider my service provider or the casino's service provider? How can it be that I paid €200 and now have no way of getting the money back? 

It's only €200, but I find it unacceptable how players who have deposited thousands of euros into this casino are being treated. 

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Dear Rfx1991,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it's a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I'm sorry that we couldn't be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Attila

Hello Attila, 

Thank you for your response. My bank has closed my account, most likely due to gambling. When I asked them about it, they simply told me that they had already sent me all the information. The information clearly stated that I could no longer receive any transfers, without exception. The bank account is closed. I realize that this is not an everyday occurrence for the casino, but it can't be that my money is now simply gone and I have no way of getting it back. 

I expect the casino, of which I am a customer and whose payment system I have used, to get my money back for me. I don't really care how they do it. 

I can't tell my customers that I've tried everything and that it's no longer my problem. I don't even have the option of contacting the payment service provider.

Someone can now pocket €200 that doesn't belong to them.

I can be happy that it was €200 and not €500. But the system shows me that I can no longer play at this casino. 

Dear Rfx1991, thank you for your response. Was your bank account closed directly after making a deposit to the casino? Additionally, could you please confirm whether you still have access to your casino account? Have you made any successful deposits in this casino before?

Thank you in advance for your reply.

Hallo Attila,

ich habe in dem Casino im Dezember viel Geld auf mein Bankkonto ausgezahlt und auch einiges eingezahlt, woraufhin mein Bankkonto ein paar Tage später gekündigt wurde.

Mein Casino Account ist immer noch geöffnet und ich habe Zugriff darauf.

Viele Grüße

Dear Rfx1991, thank you for your response. Could you kindly provide the documentation regarding the closure of your bank account? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Hallo Attila, hier einmal ein Screenshot der Mitteilung über die Kündigung des Bankkontos. Rot eingekreist findest du die Information, dass ich keine Überweisungen mehr empfangen kann.

Viele Grüße

Dear Rfx1991,

Thank you for your response. To effectively assess the issue at hand, we kindly ask you to provide an official letter confirming the closure of your bank account. Please understand that without adequate documentation, we will not be able to move forward with your complaint. Thank you for your understanding.

Hallo Atilla, ich habe dir doch vor einer Woche einen Screenshot der Email von der Bank hier hochgeladen. Mehr als eine Email von meiner Bank habe ich nicht.

Dear Rfx1991, could you please forward the email from your payment provider to my email address at attila.g@casino.guru?

Dear Rfx1991,

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.

Hallo Attila,

ich habe dir am 23.02.2026 eine Email geschickt.

Dear Rfx1991,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Rfx1991,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Rfx1991,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from 1Go Casino to join this conversation and assist in addressing the complaint.

Dear 1Go Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear player and Casino Guru representatives,

We've already contacted the payment provider to clarify the details of your case, and we are currently awaiting their response. As soon as we receive any updates, we will inform you immediately.

Thank you for your patience.

Best regards,

1GO Casino

Dear 1Go Casino,

Thank you for your response and for your continued cooperation in this matter. We appreciate your efforts to look into the situation.

We will now await your further update regarding the progress and outcome. Kindly keep us informed as soon as there are any new developments or once the matter has been reviewed in detail.

Thank you in advance for your assistance.

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’ which may negatively affect its rating.

Dear player,

According to the information received from the payment provider, the funds have been returned to the original account from which the transaction was initiated. Unfortunately, due to technical and regulatory restrictions, it is not possible to transfer these funds to a different account or credit them to the casino balance.

As the bank account is currently blocked, we kindly ask the player to contact your bank directly to clarify how the returned funds can be accessed or processed further.

Best regards,

1GO Casino

Hallo,

das ist genau die Antwort, die ich schon mehrfach von euch bekommen habe. Mein Bankkonto ist gekündigt, es existiert nicht mehr. Was soll die Bank mir antworten? Sie antwortet mir, dass kein Bankkonto existiert und somit alle Überweisungen zum Sender zurückgesendet werden. Das Geld ist bei eurem Zahlungsdienstleister auf dem Konto. Das passiert mit dem Geld. Es wird zurückgeschickt.

Ich habe euch ja sogar vorgeschlagen, dass euer Zahlungsdienstleister das Geld an euch, auf meinen Casino Account sendet, dort wo ursprünglich ja auch hin sollte. Auch das wurde abgelehnt.

Hello Rfx1991,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Rfx1991,

Could you please provide us with confirmation from your bank that your account has been closed? You can send it to my email address stefan.m@casino.guru.

Dear 1Go Casino,

Could you please provide us with the confirmation that the transaction was sent to the player's bank account? You can send it to my email address stefan.m@casino.guru.

I look forward to your response.

Hallo Stefan,

ich habe lediglich die Email von meiner Bank erhalten, die ich euch auch schon weitergeleitet hatte. In der Email wurde mir mitgeteilt, dass mein Konto gekündigt wurde und ab dem 09.03.26 nicht mehr zugänglich ist. Das Konto ist geschlossen und ich habe keine Möglichkeit eine weitere Bestätigung anzufordern. Man kann den Support nur kontaktieren, wenn man in seinem Konto eingeloggt ist. Ich kann mich aber nicht mehr einloggen.

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’ which may negatively affect its rating.

Dear player,

We've managed to get approval on sending the funds to another bank account. Please send us the bank transfer details by email representative@royal.partners. It is important that this account belongs to you, so in addition to the details, you also need to send confirmation that this account belongs to you.

Best regards,

1GO Casino

Dear 1Go Casino,

Did you manage to verify the player's bank account? Is the player available to request a withdrawal?

I look forward to your response.

Hallo, bisher ist nichts passiert. Ich habe vor 5 Tagen eine Email mit meinem Namen und meinem Bankkonto an die Emailadresse gesendet. Daraufhin bekam ich am gleichen Tag eine Antwort, dass ich einen Kontoauszug senden muss, was ich dann auch direkt tat. Zwei Tage später habe ich nochmal nachgefragt, ob es sonst noch irgendwas gäbe, was sie von mir brauchen. Seitdem gab es keinerlei Antwort mehr.

Dear Stefan,

New player's bank account has been sent to the payment provider. Now we're waiting for their feedback on depositing money back to player. We will keep you posted about the case.

Best regards,

1GO Casino

Dear 1Go Casino,

Thank you for your response and the information provided.

Please update us as soon as you receive the response from the payment provided.

I look forward to your response.

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’ which may negatively affect its rating.

Hallo,

ich habe das Geld erhalten. Schade, dass es immer erst nach einer Beschwerde klappt. Ich danke euch für eure Hilfe!

Das Thema kann geschlossen werden.

Dear player,

The payment provider has confirmed that the funds have been successfully credited to your bank account.

Best regards,

1GO Casino

Dear Rfx1991,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. 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 https://www.trustpilot.com/evaluate/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,

Stefan

Casino.Guru