The player from Greece had his account closed without explanation for 40 days and claimed there had been no violation of regulations. He had sent multiple messages to the complaints department regarding both the account closure and his deposits, with no response or refund received. The Complaints Team clarified that if the account had a zero balance at the time of closure, the casino was not obligated to provide a response. As the player could not confirm any real money balance, the complaint was closed.
1Go Casino - Player’s account is closed without reason.
Closed
Our verdict
Other
Amount: ??
1Go Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
The casino closed the account without any reason and no violation of the regulations on my part. It has been 40 days since I sent several messages to the complaints department to explain why I closed the account without any violation, any information and without the return of the deposits. I also explained to them that I tried to verify the account and their system would not load my documents. It has been 40 days since I received any response or refund of the money and the support department tells me that it is not their responsibility and I have to wait for the complaints department to respond. I am sure that this will never happen. Please help me to contact me and explain to me why at least the refund of the money was not made since they decided without reason to block my account.
Automatic translation:
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8 months ago
Dear Garas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino account being closed without any explanation.
To better understand your situation and assist you effectively, could you please provide more details by answering the following questions:
- What was the reason given, if any, for the closure of your account?
- What specific documents did you attempt to upload for account verification?
- Have you experienced any issues with your deposits or withdrawals prior to the account closure?
- Do you currently have any real money balance on your casino account?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Nick
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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8 months ago
Translation
They have never explained to me, they tell me that the complaints department will answer me because the casino has violated the regulations and the system was not uploading my documents and why they closed my account without informing me and without returning the deposits, as the technical support keeps telling me, I have to wait for a response from the complaints department and that the response takes 14 days. In my case, 45 days have passed and I have never received a response.
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Public
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7 months ago
Dear Garas,
Can you please clarify whether you have any real money balance currently on your casino account?
Awaiting your response.
Regards,
Nick
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7 months ago
Translation
I don't know, I can't remember, I only know that my account was closed without me having violated any regulations, and while I sent my documents for verification, and for over 2 months they tell me that the complaints department will answer me the reason why they closed my account without any information and return of the deposits, and they have never answered me.
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Public
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7 months ago
Dear Garas,
It is important to clarify whether you had any real money balance on your account at the time of its closure.
If there was no real money balance, the casino reserves the right to close an account at any time, without providing a specific reason.
Best regards,
Nick
Public
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7 months ago
Translation
I can't remember what balance was in my account, so I filed a complaint because I've been trying to contact the casino for 3 months now. They tell me that the complaints department will contact me, but I never got a response stating that the account was closed and that the deposits were not refunded.
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7 months ago
Dear Garas,
If your account was blocked with zero balance, they have absolutely no reason to respond back to you.
I would advise simply to play in a different casino as why would bother with one where you have been blocked.
As you could not confirm whether you had any balance there, we will be forced to close the complaint as the casino has basically zero obligation to you.
Best regards,
Nick
