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I requested to withdraw 50 EU from my balance of 1000 + EU and upon the request 1bet simply closed my account. I have since then submitted over 100 emails but no response.

Dear devu90,

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

Do you have any emails or other evidence showing that you created an account at this casino and had an active balance? In the screenshots you provided, there is a notification stating, "Sorry, we couldn't find an account with the details you entered."

Have you double-checked to ensure that you submitted the correct personal information, including your username, email address, and date of birth?

When exactly did the casino close your account? Did you receive any emails from the casino explaining why your account was blocked? If you did, please forward them to me at veronika.l@casino.guru.

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

Hello Veronica,

I have sent you few screenshot showing the balance as well as the withdrawal request with request ID. I also sent you screenshot where they responded saying relevant team will get back to me but that’s it. Please check your email as I have shared the screenshots there.

Thank you for your emails.

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

Did you pass the full KYC verification?

Have you made any successful withdrawals from this casino before?

Did you accumulate your most recent winnings with or without an active bonus?

I played live casino games (blackjack). I did not get any active or any sort of bonus. I simply used the funds I had deposited to play live casino games.

I did pass the full KYC verification. I even submitted all my documents for withdrawal. My first attempt at making a withdrawal led to my account being closed.

Thank you very much, devu90, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Still waiting

Hello devu90,

I'm Michal, and I have taken over your complaint. I have reviewed your case and just to check, are you sure you used that email for registering your 1Bet account?

I will contact the casino to shed more light on this matter.

We would like to invite 1Bet Casino to join the conversation.

Dear 1Bet Casino,

Can you please provide more information regarding the player's "non-existing" account? Is it possible that the player has registered their 1Bet account using an alternative email address? If that is not the case, what could be the reason for the current inability to locate the player's account?

Hello Michal,

Player's account was closed due to failing our KYC check, upon which he was found in breach of our T&Cs and policies. The deposited funds were successfully refunded, as the option for the account to be re-opened is not considered.

Best regards,

1bet Casino Team

Hello,

What nonsense are you talking ? What is this KYC check ? You can’t just make blanket statements without explaining further. Explain which KYC check and which policy was breached ? As soon as I applied for withdrawal, you simply closed my account. You still owe 970EU that was won using the non bonus deposit.

Dear devu90,

I have been informed by the casino team that there are some inconsistencies between the documents you provided and the details in your casino account. To clarify this matter, could you please send me all the documents you submitted to the casino team for the KYC process at michal.k@casino.guru to confirm this?

Hi Michal,

yes I will send you the documents.

Dear devu90,

I have not received any email from you containing your documents. Kindly send them at your earliest convenience; otherwise, I will be unable to proceed with your complaint.

Already sent.

Dear devu90,

I have replied to your email and am awaiting your response.

Dear devu90,

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.

Dear devu90,

While we would genuinely like to assist you, unfortunately, without the required valid documents for the verification process, there is nothing further we can do. The casino is obligated to request these documents, and it is the player’s sole responsibility to provide them. Without this, the verification cannot be completed.

Due to your inability to supply the necessary documents, we must agree with the casino's decision and will not be able to pursue your case further.

We regret that we cannot be of more help in this instance, but please feel free to reach out to us again should you encounter any other issues with this or another casino. We will do our best to assist.

Best regards,

Michal

Casino Guru