1Bet Casino - Pelaajan tilin saldo on takavarikoitu.

Dear CasinoGuru Team,

I have a problem with 1Bet. I deposited €35 ​​via PaysafeCard (real money only). I also won €21 from 25 free spins. My total balance was €56.

Without warning, my entire balance was reduced to 0. The €35 was not bonus credit, but my own deposit.

The live chat refuses to give me any information, tells me 'tough luck', and is now completely ignoring me. I haven't violated any rules and I haven't requested a withdrawal that was canceled. The money is simply gone.

I request assistance in resolving this issue so that my balance can be restored. Furthermore, all my bets were canceled without explanation, and my balance is now completely zero! Screenshots are attached.

Sehr geehrtes CasinoGuru-Team,

ich habe ein Problem mit 1Bet. Ich habe 35 € via PaysafeCard eingezahlt (reines Echtgeld). Zusätzlich habe ich aus 25 Freispielen einen Gewinn von 21 € erzielt. Insgesamt betrug mein Guthaben 56 €.

Ohne Vorwarnung wurde mein komplettes Guthaben auf 0 gesetzt. Es handelt sich bei den 35 € nicht um Bonusguthaben, sondern um meine eigene Einzahlung.

Der Live-Chat verweigert mir jegliche Auskunft, sagt mir 'Pech gehabt' und ignoriert mich mittlerweile komplett. Ich habe keine gegen keine Regeln verstoßen und keine Auszahlung beantragt, die storniert wurde. Das Geld ist einfach weg.

Ich bitte um Hilfe bei der Vermittlung, damit mein Guthaben wiederhergestellt wird. Zu dem wurden alle meine Wetten storniert, ohne eine Begründung und das Guthaben steht komplett auf Null! Anbei ein paar Screenshots.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you activated any bonus with your €35 deposit? If so, kindly specify the type of bonus you took.
• What types of games did you play with your deposit?
• What explanation did you receive from the casino customer support regarding the sudden disappearance of your balance?
• Can you see all the bets you made with your deposit recorded in your gaming history?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

I either already had the free bets or received them through my deposit; however, I didn't say or click anything to receive a bonus! So it happened automatically, but as I said, not through my deposit.

I took screenshots of everything! I've attached them.

I used my deposit to place sports bets, or rather, I wanted to place sports bets, but the bets were immediately canceled and all the money was deleted!

Customer service simply stated that it was a technical problem and unfortunately they couldn't do anything about it! When asked why that couldn't be the case, they just said they were sorry, but there was nothing they could do.

Yes, I can see all the bets.

I'll send you the screenshots again.

PS: Through the free spins I received, I won 21 euros; I also have a screenshot of that.

Thank you for your efforts. Kind regards.

Liebe Veronika,

ich habe die Freiwetten entweder schon gehabt oder aber durch die Einzahlung bekommen, ich habe allerdings nicht gesagt, bzw angeklickt, dass ich eine Bonus erhalten möchte! Also das kam automatisch, aber wie gesagt nicht durch meine Einzahlung.

Ich habe von allem Screenshots gemacht! Die habe ich angehangen.

mit meiner Einzahlung habe ich Sportwetten gespielt, bzw wollte ich Sportwetten spielen, die Wetten wurden ja direkt storniert und das gesamte Geld gelöscht!

der Kundendienst sagt nur, dass es ein technisches Problem war und sie leider nichts machen können! Auf Nachfrage, dass das ja nicht sein könne, meinten sie nur das es ihnen leid tut, sie können nichts machen.

Ja ich kann alle Wetten einsehen

ich schicke Ihnen nochmal die Screenshots

ps durch die Freispiele die ich bekomme habe, habe ich 21 Euro gewonnen, da habe ich auch eine Screenshot von.

dabke für ihre Bemühungen liebe Grüße

Hello CRSL,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Please send me screenshots of your entire betting history so that we can check if any of your bets were accepted.

Dear Veronika, attached is my betting history for this period.

Liebe Veronika anbei meine Wetthistorie in diesem Zeitraum.

Dear CRSL

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello CRSL,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to 1Bet Casino to participate in this discussion.

Dear 1Bet Casino,

Could you kindly clarify why the issue, which seems to be rather a bug or glitch in your system, has not been appropriately addressed, despite your awareness of it?

If there are any factors affecting this matter that cannot be shared publicly, do not hesitate to share them with me directly at michal.k@casino.guru.

Dear Michal,

Thank you for reaching out to us.

Please note that the issue in question has already been addressed. The player's balance has been corrected, and they were made aware of this by a customer support representative.

We hope to have clarified the matter.

Kind Regards,

1Bet Casino

🤣🤣 I haven't been refunded at all, please don't lie so blatantly!

🤣🤣 mir ist gar nichts erstattet worden, lügen sie doch bitte nicht so dreist!

Furthermore, they deleted all deposits; only a €14 bet remains, everything else has been erased by them! Excellent service.

Zu dem haben sie alle Einzahlungen gelöscht, es stehen nur noch 14 Euro Wette drin ansonsten ist alles gelöscht worden von ihnen! Top Leistung.

Dear 1Bet Casino,

Kindly forward any evidence to michal.k@casino.guru that the player has received the disputed funds in their balance. As indicated by the player's response, they have not been refunded.

Dear Michal,

Please be advised that the matter is still being reviewed.

We will report back as soon as we have an update.

Thank you for your patience.

Best Regards,

1Bet Casino

Dear 1Bet Casino,

We are awaiting the supporting evidence confirming that the disputed funds were successfully credited to the player’s balance. Please provide the relevant transaction logs or account history showing this credit at your earliest convenience.

Dear Michal,

Thank you for your patience.

While there was indeed a minor issue concerning the player's balance, as previously stated it has been addressed and resolved. The player was informed of this by a customer service representative. Furthermore, all relevant information was duly communicated to the player in detail when they reached out to our Customer Support team via chat.

It is important to mention that despite us not being able to provide customer information, the player is free to forward any details related to their active account, which includes the transaction records and sports betting history.

We hope to have shed light on the matter.

Kind Regards,

1Bet Casino

🤣🤣 You guys are a joke…

Why don't you send the transactions?

I've already sent the transaction details here! I'm in the right. They're failing to provide proof! I'm still waiting for my money!!!

🤣🤣 ihr seid echt ein Witz…

warum nur schickt ihr die Transaktionen nicht?

mich habe die Transaktionen hier schon rein geschickt! Ich bin im Recht. Sie kommen ihrer beweispflicht nicht nach! Ich warte immer noch auf mein Geld!!!

Dear 1Bet Casino,

Kindly provide supporting evidence confirming that the disputed funds were successfully credited to the player’s balance. At your earliest convenience, please include the relevant transaction logs or account history reflecting this credit to back up your own claims.

Kindly be aware that failure to provide this evidence could lead to the case being classified as Unresolved.

Dear Michal,

We would like to emphasize that, as clearly stated in our previous message, we are not able to disclose or provide any personal information or transaction history related to our players. We are committed to upholding our legal and data protection obligations.

Please be advised that the matter with the player's balance has been subjected to a careful and comprehensive internal review. Our internal investigation has concluded that the previously mentioned balance issue has been identified and fully resolved.

Consequently, all of the affected transactions have been thoroughly assessed and mended where necessary.

We appreciate your understanding on the matter.

Kind Regards,

1Bet Casino

What a shame, truly a shame. It's so sad! You can just see how tangled up lies and false statements are.

Karma will sort it out!

Schade, wirklich schade. Traurig von der Seite aus! Man merkt nur wie sicheln Lügen und falschen Aussagen verstrickt wird.

Karma wird es richten!

Dear CRSL,

Despite my repeated requests, the 1Bet Casino has not been able to provide the requested information or evidence needed to either confirm or refute their claims.

This lack of engagement does not meet the level of transparency and cooperation we expect from casinos when addressing their player complaints.

I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue; however, this will further cement the casinos' already very, very low safety index rating and will be used as a warning about the casino practices for other players.

If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, should you want to pursue your complaint further, contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website.

This being said, I would recommend checking all reviews and ratings of each casino prior to registration and choosing only reputable, established casinos with a high rating to minimize such situations.

I'm sorry we could not be of more help.

Best regards

Michal

Casino Guru