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Hello,

About 4 weeks ago, I requested that my account be closed due to gambling addiction. The request was skillfully "ignored," and I was informed that I would lose my VIP status.

I hereby demand that the casino refund all my deposits minus any winnings since the date of my initial request to close the account.

The message was sent to my personal advisor.

Responsible gambling is not a priority here... my account is still active.

Hallo,

vor ca. 4 Wochen bat ich um eine Sperrung des Kontos wegen Glückspielsucht. Die Sperrung wurde gekonnt „ignoriert" und man wieß mich darauf hin, meinen VIP Status zu verlieren.

Ich fordere hiermit das Casino auf, meine Einzahlungen abzügloch Gewinne seit der ersten Nachricht, wo ich um eine Kontoschließung bat, zurückzustatten.

Die Nachricht ging an meinen persönlichen Berater.

Verantwortungsvolles Spielen wird hier sehr klein geschrieben….. mein Konto ist noch immer aktiv.

Dear fabianhsv98,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

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,

Petronela

Hello,

Email sent.

Hallo,

Email wurde gesendet.

Please change the amount in dispute, this is 700€ since the blocking was requested on 15.05.2024

Bitte Streitwert ändern, dieser liegt bei 700€ seit beantragung der Sperre am 15.05.2024

Hi fabianhsv98,

I have checked the general terms and conditions on the website and this is what I found (here):

3.22.3. The Customer acknowledges and agrees to the following self-exclusion procedure with the Brand: If the Customer wishes to self-exclude from 1bet.com, he/she must contact the following email address: customercare@1bet.com

The customer’s email must contain the following information:

(a) a clear request indicating that the customer wishes to obtain a full self-exclusion (not a partial restriction) on a voluntary basis;

(b) the duration of the self-exclusion, which shall be at least 24 hours.

Could you please confirm if you sent the email to the correct address specified in our T&Cs?

Thank you.

No, I didn't send an email to this email address because I assumed my advisor would take care of it. So what is the point of having an advisor as a VIP member?

I asked my advisor several times, but it was not taken into account.

Nein, an diese Email hatte ich keine Email gesendet, da ich davon ausging, mein Berater kümmert sich drum. Für was hat man dann als VIP Member einen Berater?

Ich habe meinen Berater mehrfach gebeten, aber es wurde nicht zur Kenntniss genommen.

Hi fabianhsv98,

Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

1. Send your request to the correct email address provided in the general terms and conditions of the casino.
2. If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
3. Clearly state the reasons why you wish to have your account self-excluded. Requesting bonuses should never be a means to close your account.

Please understand that from the provided screenshot, it is not clear whether the person works for the casino or not.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, 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 to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings 1Bet Casino,

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

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."

Please send another email to customercare@1bet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. I

Thank you in advance.

Hello;

the account was closed yesterday.

I will send you another email showing that the mobile number works for the casino.

I continue to request a refund of my deposits.

Hallo;

das Konto wurde gestern geschlossen.

Ich sende Ihnen eine weitere Email, in der Sichtbar ist, dass die Handynummer für das Casino arbeitet.

Ich fordere weiterhin meine Einzahlungen zurück.

Hi fabianhsv98,

Please understand that requesting self-exclusion via WhatsApp is not the proper method. I outlined the correct procedure in my previous reply.

• If your request through WhatsApp was ignored, did you try other methods to contact the casino?
• When was your account finally blocked, and what actions led up to that?
• Did you follow the advice to contact the casino via email?

Thank you

was ordered several times via live chat, where they said it had already been passed on to the department, so no further email followed.

Only after the email of June 14th was my account successfully blocked.

I am still demanding the amount I have paid since the first contact regarding the blocking. Even if you block yourself via email, you are not blocked immediately and can still make deposits.

Here the player’s gambling addiction is clearly exploited

wurde mehrmals dann per Live Chat geoordert, dort hieß es es wurde bereits an die Abteilung weitergegeben, daher folgte auch keine Email mehr.

Erst nach der Email vom 14.06. hat Erfolg gebracht, mein Konto zu sperren.

Ich fordere weiterhin den eingezahlten Betrag seit der ersten Kontaktaufnahme bezüglich Sperre. Selbst bei einer Selbstsperrung per Email wird man nicht sofort gesperrt und kann weiterhin einzahlen.

Hier wird klar die Spielsucht des Spielers ausgenutzt

Hi fabianhsv98,

I can see that the number belongs to the casino, but I still haven't received any supporting evidence from you that your request for permanent self-exclusion has been acknowledged. Please understand that without solid proof of your communication with the casino regarding your gambling problem and their acknowledgment of your request, we cannot proceed with this case.

For future reference, please keep all relevant communication safe and ideally send your request to the email address listed in the Responsible Gambling section or in the general T&Cs, instead of using alternative channels like live chat or WhatsApp. Having supporting evidence is crucial, and we can only assist players seeking refunds if they have followed the required steps to self-exclude themselves.

If there is any additional information I have overlooked, please let me know. However, I may have to reject your complaint as unjustified. I wish I could be of more help.

Thank you in advance for your reply and understanding.

Dear fabianhsv98,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.