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Dear Neustart,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

1.1.  Self-Exclusion

- You have the option to self-exclude yourself from 1Bet, either temporarily or permanently.   

- To self-exclude, send an email to customer service at support@1bet.com 

- Please allow us up to 48 hours for actioning self-exclusion requests   

- To revoke a self-exclusion restriction, you may contact Customer Support.   

- For temporary self-exclusion requests, it may take up to seven days (cool-off period) for the revocation to take effect, only after the chosen time period has expired.   

- Revocation of a permanent self-exclusion is possible in some cases, given that at least 6 months from the moment the self-exclusion has come into force have elapsed, and you have explicitly contacted Customer Support to request account reactivation.   

- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion.

Could you please advise if you have informed the casino about your gambling problem? Please forward me the self-exclusion requests that you sent to the casino. My email address is kristina.s@casino.guru. Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

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.

Dear Kristina,

I still have access to my casino account. I have informed the casino several times about my gambling problems.

Best regards

Restart

Liebe Kristina,

ich habe weiterhin Zugriff auf das Casino-Konto. Ich habe das Casino öfters über meine Spielprobleme informiert.

Liebe Grüße

Neustart

Thank you for your reply, Neustart. Regrettably, I have not yet received any emails from you containing the self-exclusion request(s). Please be aware that this evidence is crucial for us to move forward with this case. Thank you.

Dear Neustart,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru

We’ve reopened this complaint at the player's request. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Could you please forward any supporting evidence to my email address (kristina.s@casino.guru)?

Hello Kristina,

I have just forwarded my self-exclusion request from 2021 to you.

My account was later reopened and the losses have been incurred.

I ask for your help.

Hallo Kristina,

ich habe dir soeben meinen Selbstausschlussantrag aus dem Jahre 2021 weitergeleitet.

Mein Konto wurde später wiedereröffnet und die Verluste sind angefallen.

Ich bitte um Ihre Hilfe.

Have you received any response to that email? Do I understand correctly that the account was indeed closed at that time?

Could you please clarify when exactly the account was closed and when it was reopened?

No, I didn't receive a response to this email. But the account was indeed closed.

It must have been closed on February 15, 2021 or February 16, 2021.

On August 27, 2024, the account was reopened, and I suffered a significant loss within 14 days.

Nein, ich habe keine Antwort auf diese Mail erhalten. Das Konto wurde aber tatsächlich geschlossen.

Es muss am 15.02.2021 oder 16.02.2021 geschlossen worden sein.

Am 27.08.2024 wurde das Konto wieder eröffnet und ich habe innerhalb von 14 Tagen den hohen Verlust erlitten.

Do I understand correctly that you have had access to your casino account for the past year, and you haven't discussed this with the casino since then?

On May 22, 2025, I contacted the casino again to close my account.

I haven't received a response, though. The account is currently closed.

I have just forwarded the email to you.

Am 22.05.2025 habe ich das Casino nochmals kontaktiert um mein Konto zu schließen.

Darauf habe ich aber keine Antwort erhalten. Das Konto ist aktuell aber geschlossen.

Ich habe dir soeben die Mail weitergeleitet.

So you played for months before contacting the casino regarding the self-exclusion again. Is that correct?

No, I only played for a very short period of time (about 1 week).

Nein, ich habe nur über einen sehr kurzen Zeitraum (ca. 1 Woche gespielt).

I apologize for so many questions, but I am trying to construct a timeline to understand the issue completely. When did you make the last successful deposit?

No problem. The last successful deposits were on November 14, 2024:

3,800€

300€

2,000€

500€

The first deposit after reopening was on July 15, 2024.

Kein Problem. Die letzten erfolgreichen Einzahlungen waren am 14.11.2024:

3.800€

300€

2.000€

500€

Die erste Einzahlung nach Wiedereröffnung war am 15.07.2024.

I’m sorry, but I don’t have good news regarding your case. I reviewed all the details and also discussed the matter with our team. Unfortunately, we agreed that we cannot proceed with further investigation or request a refund. Below is a summary of the key points:

• February 2021 – You sent an email to csd@1bet.com. No response from the casino has been provided (or at least, it was not included). However, your account was closed shortly afterward.
• August 2024 – The account was reopened.
• November 2024 – Last deposits were made.
• May 2025 – You sent another request to support@1bet.com, and the account was closed again.

There are several issues that prevent us from moving forward:

1. Your first self-exclusion request was sent to csd@1bet.com, which is not the dedicated email address currently used for these requests. Because this was more than four years ago, we cannot verify if it was the correct address at that time. While your account was closed afterward, we cannot confirm that this particular message triggered the closure.
2. I also noticed the February 2021 request was sent from a different email address (ending with @freenet.de) than the one you stated was registered with the casino (ending with @gmail.com). According to our policy, only requests made from the registered email address can be considered valid.
3. After your account was reopened, it remained active for several months (almost a year) before you requested self-exclusion again. Given the long time that passed between your first message and your later activity, we don't think you made enough effort to inform the casino about the situation.

For these reasons, we cannot conclude that the casino failed in its responsibility, nor can we request a refund. I understand this is disappointing, but based on the information available, we don’t believe sufficient steps were taken on your side after the account was reopened.

Nonetheless, 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.