The player from Austria had her account blocked due to significant losses on February 13, 2025, but it was reopened quickly despite the casino knowing the reason for the block. She sought assistance in recovering some of her losses and questioned why she had been allowed to deposit again. We explained that without a clear and documented self-exclusion request stating her gambling problem, we could not proceed with her complaint or demand a refund. The player was advised on how to properly request self-exclusion in the future and was directed to professional help resources and a self-exclusion assistance tool. The complaint was closed due to insufficient evidence to support her claim.
1Go Casino - Player’s account was reopened after self-exclusion.
Closed
Our verdict
Insufficient evidence from player
Amount: €4,000
1Go Casino
Safety Index 7.4 Above averageCase summary
Discussion
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3 months ago
Translation
Hello, I had my account blocked on February 13, 2025, because I had incurred significant losses. Shortly afterward, I was able to reopen the account immediately, even though they knew I had blocked it due to the substantial losses. The other partner casinos also allowed me to continue playing. Now I would like to recover some of my losses, as they shouldn't have allowed me to deposit again. Can you help me get at least a small portion of my losses back? Thank you.
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Dear Jasi6,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:
Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.
On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).
Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do you currently have access to your 1Go Casino account?
Thank you very much for your cooperation.
Best regards,
Kristina
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3 months ago
TranslationI asked them to close the account permanently because I'd gambled away far too much and it was becoming a problem. They didn't care and let me continue depositing money. I don't even want everything from all those years back, just at least a small portion, otherwise I'll have to take legal action. I've already looked into it and can contest everything since I'm not even allowed to gamble from here. But I'll try for an out-of-court settlement with at least a small partial refund. 
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3 months ago
TranslationThey can also see all deposits from all partner casinos. I deposited several hundred euros daily at Izzi Casino, Jet Casino, Fresh Casino, Sol Casino, and Gizbo Casino. This is gambling addiction. Casinos also have a duty to monitor players' gambling behavior. My request is that you demand a partial refund from these casinos. Thank you.
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3 months ago
Thank you very much for your reply, Jasi6. Please note that in order for us to proceed with a case like this, we need to see the original self-exclusion request, which I have not received yet. Furthermore, could you please clarify if you currently have access to your casino account? If you don't, when was the account closed?
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3 months ago
TranslationI sent you a screenshot above so you can see when I first requested a ban. Unfortunately, I don't have anything else. But you banned me from all your casinos a week ago because I wrote to you that I would report it. After that, I was banned from all the casinos by you.
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2 months ago
Do I understand correctly that you currently do not have access to your 1Go Casino?
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2 months ago
TranslationYes, because I wanted to be blocked myself. I also blocked my account at some partner casinos, and when I asked for a partial refund since they could see I was depositing daily, they blocked me completely everywhere.
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2 months ago
Dear Jasi6,
I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this.
Since you didn't provide sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.
When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the 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 of having 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.
