1Go Casino - Player's withdrawal is confiscated by the casino.

Hello, I encountered a situation in this casino. I used a promo code from a streamer, which is provided once a month. I received a 200 UAH bonus on my balance that required a 4,000 UAH turnover. After wagering 10 times the bonus amount, the funds are credited to the real balance. I completed the wagering and received 2,000 UAH. Then, I continued playing with my real balance and increased it to 30,000 UAH. I decided to withdraw 28,000 UAH in two increments of 10,000 UAH and one of 8,000 UAH. After some time, I logged back into the casino and found my funds had been deducted, leaving only 2,000 UAH in my balance. The support team claims that I generated winnings from the bonus balance, hence the deduction. However, I actually increased my balance to 30,000 UAH using real balance after the wagering. I believe this is deceitful and fraudulent.

Hello saniasadovuy,

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 if your account is already verified and if yes, since when exactly?
• What kind of bonus did you claim?
• When was the last time you spoke to the casino and what was it about?

Once you finish the wagering requirements and the balance got deducted once, the bonus conditions should not be further applied.

Looking forward to your answer.

Regards,

Nick

My account has been confirmed and verified since February of this year. Several deposits and withdrawals have also been made. I received the bonus from the streamer, it can be used every month for 200 UAH on the balance using the promo code by which I am registered as his referral. I spoke with the casino today to find out why I was charged UAH 28,000. The support replied that I won these funds for the bonus account, the winnings were UAH 4,000, I won and I had 2,000 in my account, since the bonus is given from the amount of the bonus x10, from the amount of 2,000, I withdrew UAH 28,000 from the real balance, they wrote it off to me, this is a fraud in my opinion, thank you for solving the problem.

I continued to play for about 2-3 hours, no one touched the balance, I reached 30,000 winnings and decided to stop, funds were withdrawn from the balance only after I placed a withdrawal, and the withdrawal was not approved for a long time, the casino simply decided to deceive me and come up with an excuse to write off everything , it's not fair.

Good afternoon, what will be the solution to my question??

Good afternoon, please tell me, is the issue being resolved somehow, is there hope, we can count on something, did you contact the company itself with a claim, or did you sometimes forget about me, I don't know how long to wait, you don't write anything back?

Hello saniasadovuy,

Before we would try to reach the casino, can you please forward your bonus and betting history (where conversion is visible) and the communication between you and the casino to [email protected]?

Looking forward to your response.

Regards,

Nick

Their chat is not saved with messages, I can't find them, the whole census. And I can present a photo of bets and confirmation of cancellation of withdrawal.

Good afternoon, so have you decided something?

Hello Saniasadovuy,

Is there any document or screen within the casino platform that clearly shows your winnings were converted to real money? I wasn’t able to identify this in the screenshots provided, though it could be due to a translation issue.

Looking forward to your response.

Best regards,

Nick

And what can the document be, I made a screenshot of the history for you

withdrawal operations, the photo clearly shows that I applied for 3 withdrawals and they were canceled in the amount of 28,000 hryvnias. After canceling the withdrawal, the funds disappeared from the account.

I also gave you the sums of the largest winnings that I had, this sum that I submitted for withdrawal, I will attach a cropped photo to you again.

What else do I want to say, I am registered on all their casino projects of the entire line of royals, they blocked me from using bonuses on two more projects, since I checked it, after an incident and a dispute in the chat with support, why I was charged, I can't understand why cancel the bonus program in other projects.

You take a long time to answer, a couple of days pass, I immediately reply to you as soon as I see a message from you. I don't want to drag this out for so long, I just want to understand if you can help in any way, you haven't even contacted the casino yet, it's important and fundamental for me, why I have to donate my honestly won money to the casino.

Hello Saniasadovuy,

Although the casino clearly states that after completing the wagering, players should request a withdrawal and make a new deposit to remove the maximum win restriction (see screenshot), we believe that once wagering is complete, funds should no longer be subject to these terms.

I will now forward your complaint to my colleague Kubo ([email protected]), who will assist you from here.

Also please keep in mind that each party has 7 days to respond in every complaint on our website.

Wishing you the best of luck in resolving this matter.

Best regards,

Nick

What else do you need from me? Is it simple to wait for a message from your colleague?

Dear saniasadovuy,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1Go Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1Go Casino,

Could you please provide detailed information regarding this case, particularly the reasons behind the voiding of part of the player's funds? As previously mentioned by my colleague Nick, we at Casino Guru believe that once the wagering requirements for a specific bonus are fulfilled and the bonus funds are transferred to the real balance, any win cap associated with the bonus should no longer be applicable.

We consider the current interpretation of the terms in this case to be both unfair and lacking in transparency towards the player. When the wagering requirements are met, players should have full access to their funds without further restrictions, and any caps should be removed. This approach would ensure a clearer, more player-friendly environment and align with industry best practices.

I kindly request a comprehensive explanation of the rationale behind the voiding of the funds, as well as a review of how the casino applies bonus terms in such situations to ensure fairness and clarity for all players.

Thank you in advance for your attention to this matter. We look forward to your response and a resolution of the issue.

Best Regards,

Kubo

Good afternoon, I see that 1go casino does not want to give answers, and what is the reason, can you tell me, have you had any conversation with them?

Dear player and forum representatives!

Thank you for the information provided. It will take us some time to study the situation and the player's bets in more detail I hope for your understanding, we will try to get back to you with an answer as soon as possible!

Best Regards,

1Go Casino!

Dear player and forum representatives!

We really appreciate your patience. We have carefully studied the case. We would like to assure you that no illegal actions have been taken on the part of the casino. Our specialists made such a decision based on the paragraph of the rules 10.2.7, according to which: "The maximum possible amount available for withdrawal after wagering a no-deposit bonus or winnings gained after wagering a no-deposit bonus are 10X the bonus amount unless otherwise specified in the bonus terms. Any amount which exceeds the said limits will be written off the balance."

Thus, the maximum cashout is 2000 UAH. Funds exceeding this amount have been written off, according to the platform rules, and are not refundable. 

Best Regards,

1Go Casino!

1go casino is a fraud against the player, you do not have the right to write off all funds from the real balance and they have nothing to do with the bonus. Funds were debited only when I applied for a withdrawal, and when they were on the balance they were not touched, you could play as much as you wanted. Also, when withdrawing, your administrators thought for a long time about what reason to come up with so as not to withdraw funds from the player. I do not agree with this concession and demand a refund, as they treated the player unfairly with the write-off! Also, no rules were broken!

Dear 1Go Casino,

Could you kindly provide evidence to substantiate the claim that the voided portion of the winnings was deducted from the bonus balance? If the player had already met the wagering requirements for the bonus and the funds were transferred to the real balance, it seems illogical to impose a winnings cap after the wagering was completed. Please share the evidence by sending it to my email address at [email protected].

Thank you and I look forward to your clarification.

They wrote off the real balance, which has nothing to do with the bonus, the bonus was won a long time ago, the 200 bonus needed to be won back x20, that's 4000, I played for about 2-3 hours, I had several skids during this time, raising the balance to 30,000 hryvnias.

We understand your frustration with this situation. We would like to emphasize that our goal is to always act honestly and within the established rules of the project. We never intend to cheat our players.

Indeed, according to the terms of the project, the maximum possible amount available for withdrawal after wagering a no-deposit bonus or winnings gained after wagering a no-deposit bonus are 10X the bonus amount. Our financial department specialists wrote off the funds at the time of withdrawal, referring to the project rule that says: "To continue playing without limitations regarding the amount of winnings, you need to first withdraw the winnings gained from wagering a no-deposit bonus and then make another deposit.". This paragraph is reproduced in paragraph 10.2.7. In view of this, the funds were debited correctly and are not to be returned to the balance. We are always ready to provide explanations on any issue.

Best Regards,

1Go Casino!

After I wanted to withdraw my winnings, I made a deposit, why didn't you allow me to withdraw 2,000, and then after my deposit to withdraw all the remaining 28,000 hryvnias, and you wrote them off?

Since you say that a deposit is required after winning the bonus, I confirm to you with a screenshot that 2 deposits were made for a total of 2,000 hryvnias.

These 2 deposits were made after winning the bonus, instead I was expecting a refund of my funds that were debited.

The 1go team does not treat the player fairly, I insist on returning the funds to the balance.

Kubo I am asking for your help in solving this problem and to get justice, thank you!

Dear 1Go Casino,

Could you kindly provide the player’s game history with a detailed breakdown of the bonus wagering progress? Please send the evidence to my email address at [email protected].

Thank you for your assistance.

Dear 1Go Casino,

I am writing to follow up on my previous request, as I have not yet received the requested information. To allow more time for your response, I am extending the deadline by an additional 7 days.

Please note that if the required evidence is not provided within this timeframe, we will be unable to continue the investigation. As a result, the complaint will be marked as unresolved, which could potentially impact the casino’s rating.

Thank you for your understanding. I look forward to receiving your response within the extended deadline.

Dear player and forum representatives! We sent the email with a detailed description and screenshots to the [email protected]. If you need more information, let us know, we will provide it.

Sincerely,

1Go Casino!

Good afternoon, Kubo, what decision have you made after receiving the letter in the mail from the 1go casino??

Dear saniasadovuy,

The decision has not yet been made. I have reached out to the casino again with a request for clarification on certain matters. I will inform you as soon as I receive any updates.

Thank you for your patience.

Dear 1Go Casino,

Could you please respond to my message at your earliest convenience?

Thank you for your cooperation.

Kubo, thank you very much. I look forward to the solution)

Dear Kubo, we previously sent you an email with all the details about this issue. Please specify if you have received it? We can contact you via Skype and duplicate the letter if it is more convenient. In this case, please, leave us your Skype username.

Sincerely,

1Go Casino!

Kubo, good afternoon, you called 1go casino on Skype, have you made a decision, this complaint has been dragging on for a very long time.

Dear 1Go Casino,

I apologize for the delay in my response. I reviewed your previous email and replied on December 17, 2024, with additional inquiries. However, I have yet to receive your response.

Kindly check your inbox and provide a reply at your earliest convenience.

Thank you for your attention to this matter.

Dear saniasadovuy,

I apologize for the delay and completely understand your frustration. Unfortunately, I still do not have enough information to make a final decision.

While I maintain my previous stance that applying a win cap after bonus wagering has been completed is unfair, additional factors have come to light. These are currently being discussed with the casino representatives to ensure a thorough review.

Thank you for your patience and understanding as we work toward a resolution.

Kubo, I understand you, and I am grateful to you for everything)

Dear Kubo, we just re-sent you the letter with all the info to email [email protected]. 

Sincerely,

1Go Casino!

Dear Kubo, good afternoon, we are going in circles, 1go sends you messages with instructions, you send them with additional questions, they don't read them or something, these forwardings do not lead to any goal in solving, I don't know, maybe it would be better to discuss this issue over the phone, or through a social network, so that everything is explained faster, they do not respond to messages for a very long time, and the complaint has already dragged on for about 2 months, I want to solve this by the new year!

Dear 1Go Casino,

I wasn’t asking for you to resend the email. As I mentioned in my previous post, I have already reviewed your email and responded with additional inquiries. However, I’m still awaiting your answers. Please kindly review my questions and address them at your earliest convenience.

Thank you for your attention.

Dear saniasadovuy,

I understand your frustration with your situation. However, please note that we do not have a call center to immediately address all players’ issues as they wish. While we strive to resolve every complaint as quickly as possible (often even sacrificing our own free time) the resolution timeframes may vary depending on our workload and the cooperation from casinos, including their response times.

Please rest assured that your case has not been forgotten and is not being neglected. However, I kindly ask for your patience as we continue working toward a resolution.

Thank you for your understanding.

Kubo, thank you, I understand, I'm waiting.

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 Kubo, we apologize for the late reply. Unfortunately, we did not receive an email with your questions on the provided email address. We hope we can continue this case discussion in skype or, if it's not too much trouble, could you duplicate your questions here so that we can provide you with the necessary information to resolve this situation as soon as possible?

Sincerely,

1Go Casino!

Dear Kubo, please submit a question here for 1go casino, they haven't been able to read and answer it for a month.

Dear 1Go Casino,

I understand - these things happen. Let me duplicate the questions I sent you in my email from December 17, 2024:

1. Could you please confirm the exact date when the player was required to make a deposit after taking consecutive no deposit bonuses according to Rule 10.6? Additionally, when did the player make this deposit?
2.  When was the wagering requirement for the bonus in question (RAFFLEPRIZES BONUS) completed? Am I correct in assuming it was on 2024-11-01 at 10:03:28, following the bet with ID 1273742729?
3.  Could you clarify the discrepancy between the user ID 46114 shown in the search field in picture 3 and the actual user ID 45912 in the records? To verify, could you also provide a screenshot from your system showing the player's ID, along with other details such as their email address or username, to confirm that these records belong to the player in question?

Thank you for your cooperation, and I look forward to your prompt response.

Casino 1go are you going to respond? why are you taking so long and not responding?

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.

Casino 1go does not respond, deliberately evades answering questions, illegally debited funds from the balance!

Dear Kubo, we apologize for the delayed response.

1. The player has utilized nine consecutive no deposit bonuses without making a deposit. While there is no strict timeframe for when a deposit must be made, our terms require a deposit to be present on the account to process a withdrawal. In this case, the player made their first deposit on 2024-11-01 at 18:08:04 UTC.
2. The wagering requirements for the bonus were fully met on 2024-11-01 at 10:03:28.908 UTC.
3. I will review the details further and provide the necessary information via email.

Best regards,

1GO Casino!

1go yes, you get a bonus once a month, and there is no limit on usage, only once a month, I also made a deposit, after playing through the last bonus, after talking to the support team they said to make a deposit so that I could withdraw from the main account, but it was written off fraudulently and unfairly.

Kubo good afternoon, I made a deposit on the same day, 2000 hryvnias, after wagering the bonus. I sent you the screenshots, but the winnings of 28000 hryvnias from the main balance were debited by 1go casino!

I believe that the casino acted unfairly, having written off my entire balance from the main account, I demand from the 1go casino the return of my funds that were won honestly. I have a deposit after playing the last bonus! Kubo please resolve this issue as soon as possible, the complaint has been going on for 4 months. 1go is not going to give anything back, then I see only one way out, to sue this company, to bring everything to an end on my own, to reimburse the player and compensate for this fraudulent act towards the player by the company.

Dear saniasadovuy,

I understand your frustration regarding the delay in resolving this issue. Unfortunately, we are experiencing communication difficulties with the casino. While they have sent me an email with partial information, it appears they have not received my replies. Please know that we are actively working on a solution.

Dear 1Go Casino,

Could you please double-check your emails? Emails were sent to the same address you used for registration on our platform, where you continue to receive notifications from the casino.guru domain. Therefore, there should be no domain block.

If possible, please whitelist my email address ([email protected]) so we can proceed. Additionally, I have reached out to multiple representatives via Skype but have yet to receive a response. Kindly check your Skype messages and get back to me at your earliest convenience.

Additionally, in your last response, you mentioned that you would review the details further and provide the necessary information via email. Have you had a chance to look into that?

Thank you for your cooperation.

Dear Kubo, I understand everything and am grateful for your help.

Hello, dear player and Casino Guru representatives! We have provided Kubo with detailed information on the case, as well as the necessary reports, for a more detailed study of the situation.

Best regards,

1Go Casino!

Dear saniasadovuy,

I have received the complete game logs from the casino. Initially, based on the accessible information, I believed your winnings were capped at a maximum win value of 2,000 UAH. However, the game logs indicate otherwise. Once the wagering requirements for the bonus were fulfilled, and following a bet placed on November 1st, at 10:03, you had a balance of 1,147.15 UAH. Had your balance exceeded the maximum bonus win limit and been capped at 2,000 UAH at that time, we would consider the bonus money to have been transferred to your real balance and therefore not subject to any further caps.

Unfortunately, many online casinos apply bonus caps only when a withdrawal request is made, rather than immediately after the wagering requirements are fulfilled. While we find this practice less transparent and aim to address it to avoid confusion, it is common, and we do understand the rationale behind it. In your case, your funds were never transferred to your real balance due to the casino's policy, which stipulates that funds obtained from no-deposit bonuses must be withdrawn in order to remove the max win limitation.

Additionally, as shown in the screenshot you provided, you redeemed at least four no-deposit bonuses between September 1, 2024, and November 1, 2024, while your last deposit bonus was claimed on February 23, 2024. Please be aware that the consecutive redemption of no-deposit bonuses is prohibited at most online casinos. In this instance, 1Go Casino requested that you make a deposit, which you did after fulfilling the bonus wagering requirements, so this should not be considered a reason to void the excess balance. However, since the real funds transfer was never triggered, you were essentially playing with bonus funds throughout.

Given this, I regret to inform you that I must reject your complaint as unjustified, as the casino acted in accordance with its Terms & Conditions.

For future reference, I strongly recommend reading the casino’s Terms & Conditions, particularly the sections related to bonus play.

Thank you for your understanding, and I apologize that I couldn't provide a more favorable resolution. If you have any further issues with this or any other casino, feel free to reach out to our Complaint Resolution Center. We are always here to assist you!

Dear 1Go Casino,

Thank you for providing the necessary details to conclude this investigation. It has been confirmed that the removal of the excessive bonus funds was justified.

However, I would like to emphasize that the current withdrawal-based approach for removing bonus max win limitations is quite opaque and may lead to misunderstandings among players in the future.

To improve the user experience and reduce the number of complaints, I would recommend revising the process of transferring bonus funds into the real balance immediately after the wagering requirements are met. This would eliminate the need for two unnecessary transactions (a withdrawal and a new deposit). I understand there may be a reason for your current setup, but it falls at the boundary of what we consider unclear but still somewhat acceptable, versus what could be seen as unfair.

Thank you for your cooperation and consideration.