1Bet Casino - Spillerens konto forbliver åben trods anmodning om lukning.

Good day,

I wanted to block my account at 1bet.com on 23.11.2024 due to gambling addiction. In the chat I was told that I could do this by email to customercare@1bet.com have to do.

So on November 23rd, 2024, I requested an account closure due to gambling addiction. Since that day, I have been bombarded with new offers, deposit bonuses, etc.

Finally, on December 3rd, 2024, I gave in to my addiction and deposited €150.00.

I ask for help to close my account permanently and for a refund of the 150€.

Best regards

Marcel R***

Guten Tag,

ich habe am 23.11.2024 mein Konto bei 1bet.com sperren wollen aufgrund von Spielsucht. Im Chat wurde mir mitgeteilt, dass ich das per email an customercare@1bet.com machen muss.

so habe ich am 23.11.2024 aufgrund von Spielsucht eine kontoschliessung beantragt. Seit diesem Tag werde ich bombardiert von neuen Angeboten, Einzahlungsbonis usw.

Schließlich wirde ich aufgrund meiner Sucht am 03.12.2024 schwach und habe 150,00€ eingezahlt.

Ich bitte um Hilfe mein Konto dauerhaft zu schließen und um Rückzahlung der getätigten 150€.

mit freundlichen Grüßen

Marcel R***

Dear Raabi2711,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you received any response to your self-exclusion email?
• Do I understand correctly that you still have access to your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good day,

Unfortunately, I have not received a response to my email regarding self-exclusion due to gambling addiction. My account is still open and I have full access. I also constantly receive advertising via email and SMS.

Best regards

Marcel R***

Guten Tag,

ich habe leider keine Rückmeldung auf meine e-Mail bezüglich des Selbstausschlusses aufgrund von Spielsucht bekommen. Mein Konto ist weiterhin geöffnet und ich habe vollen Zugriff. Auch Werbung per email und per SMS bekomme ich stetig.

mit freundlichen Grüßen

Marcel R***

Just received new tempting offers despite the message that I wanted to close my account due to gambling addiction

Gerade schon wieder neue Lockangebote bekommen trotz Meldung dass ich aufgrund von Spielsucht mein Konto schließen wollte

Thank you very much, Raabi2711, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Raabi2711,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal,

In order for us to assist the player accordingly, they need to submit their official request to customercare@1bet.com, which we are yet to receive. As soon as the player contacts the designated email address, we will proceed accordingly as per our Terms & Conditions.

Best regards,

1Bet Casino

Dear 1Bet Casino,

The player had provided a screenshot of the email, sent to the email address customercare@1bet.com on the 23rd of November. You claim you have not received this email?

Dear Raabi2711,

Did you send more emails to the correct email address or just this one email?

Good day,

Enclosed is my email to 1bet dated November 23, 2024 and the confirmation from 1bet that my email arrived.

I request that my account be closed and that I be refunded the 150€ that I paid after confirmation.

Best regards

Marcel Raab

Guten Tag,

anbei meine email an 1bet vom 23.11.2024 und die Bestätigung von 1bet, dass meine email angekommen ist.

ich bitte um Schließung meines Kontos und Rückzahlung der 150€ die ich nach der Bestätigung getätigt habe.

mit freundlichen Grüßen

marcel Raab

Dear 1bet Casino,

Do I understand that the issue lies in the fact that the player has reached out to you from an email address that is not registered with you? Please, comment on the screenshots that were provided by the player.

Hello, but that is not the correct statement. I contacted 1bet using the email address I registered with! That is the same email address that I am constantly bombarded with advertising and offers.

Marcel Raab

Guten Tag, das ist aber nicht richtig die Aussage. Ich habe 1bet mit der e-mail kontaktiert mit welcher ich auch registriert bin! Das ist die selbe email auf der ich auch permanent mit Werbung und Angeboten zugemüllt werde.

marcelraab@aol.de

Marcel Raab

I am with registered at 1bet, have contacted the support and also the confirmation email on receive

Ich bin mit marcelraab@aol.de bei 1bet registriert, habe von marcelraab@aol.de den Support kontaktiert und auch die Bestätigungsmail auf marcelraab@aol.de erhalten

Dear Michal,

Correct, the dedicated team was reached by a player via e-mail address that is not connected to any account in our database.

Please note that the mentioning of the registered e-mail address in the body of the e-mail cannot be considered as authentication. To ensure the validity of such requests and protect the player's account this kind of requests should be submitted via the registered e-mail address connected to the player's account. As it can be seen in the second screenshot provided by the player, he was advised by our support team what should be done so that his request be handled properly.

Following the above the player is welcome to submit their request and our dedicated team will process it as soon as possible.

Regards,

1Bet Casino

Good day,

Interesting statement. Why then do you send advertising to my email address, which I am supposedly not registered with?

Let me tell you something! You don't care about the customer!

I will now take legal action because they violate German law.

Guten Tag,

interessant Aussage. Wieso versenden Sie dann Werbung an meine email-Adresse mit der ich angeblich bei ihnen nicht registriert bin?

Ich sag ihnen mal was! Ihnen ist der Kunde egal!

Ich werde nun rechtliche Schritte einleiten, da sie gegen deutsches Gesetz verstoßen.

I have now sent another email to and on . I contacted the live chat again today, but they only ever give you the email address.

The casino doesn't care about the safety of its players; the main thing is that they keep paying.

I will definitely contact my lawyer now! I was hoping for a quick and uncomplicated solution, but unfortunately the casino is now trying to find excuses instead of supporting the prevention of gambling addiction. I have never experienced a worse casino.

The casino is not on the whitelist in Germany! They shouldn't even have accepted me. Instead, you get ripped off!

Really disgusting

ich habe nun nochmal eine email an customercare@1bet.com und an support@1bet.com . Ich habe auchheute wieder den Live Chat kontaktiert, dort wird man immer nur auf die email-Adresse hingewiesen.

die Sicherheit der Spieler ist dem Casino egal , Hauptsache man zahlt weiter ein.

ich werde jetzt jedenfalls meinen Anwalt kontaktieren! Ich habe hier auf eine unkomplizierte und schnelle Lösung gehofft, doch leider versucht das Casino jetzt hier irgendwelche Ausreden zu suchen anstatt die Spielsuchtprävention zu unterstützen. Ich habe wirklich noch nie ein schlechteres Casino erlebt.

Das Casino steht nicht auf der whitelist in Deutschlamd! Es hätte mich nicht einmal annehmen dürfen. Stattdessen wird man so abgezockt!

Echt widerlich

Dear Raabi2711,

Can you show me a screenshot that would confirm from which email address you sent the email on the 23rd of November?

Good day,

I am with the email registered at 1bet! I also receive all advertising from 1bet to the email address .

Even the emails I sent because of my gambling addiction were sent!

see screenshots!

By the way, I sent two more emails to 1bet on December 23rd asking for a block, but nothing has happened so far. I can access my account as normal

Guten Tag,

Ich bin mit der E-Mail marcelraab@aol.de bei 1bet registriert! Ich bekomme jegliche Werbung von 1bet auch auf die email Adresse marcelraab@aol.de .

Auch die emails die wegen meiner Spielsucht gesendet habe, wurden von marcelraab@aol.de gesendet!

siehe Screenshots!

Ich habe übrigens am 23.12 noch zwei weitere emails an 1bet gesendet mit der Bitte um Sperre, es ist bis jetzt auch nichts passiert. Komme ganz normal in meinen Account

Dear 1Bet Casino,

Since it was established that the player's email address tied to his account is marcelraab@aol.de, can you tell us from which email address you supposedly received the email from the 23rd of November?

Dear Raabi2711,

Can you confirm to me if you also use the email address marcelraab@aol.com? Is it possible for you to have both addresses in one account? Microsoft Outlook operates the same way, it allows you to have more than one address in one account. This would explain the fact that you sent an email from a different address that is registered in the casino.

My email provider does this automatically. My email is sent abroad will then automatically be , but it is one and the same profile and I cannot change it.

I request that my account be blocked and the 150€ refunded

Mein E-Mail-Anbieter macht das automatisch. Meine e-Mail lautet marcelraab@aol.de versendet ins Ausland wird dann automatisch mit marcelraab@aol.com, ist aber ein und das gleiche Profil und lässt sich von mir auch nicht ändern.

Ich bitte um Sperre meines Kontos und Rückerstattung der 150€

Dear 1Bet Casino,

Since the player's intentions regarding the account closure were clearly shown here, can you tell me what is the status of the player's account? Is it permanently closed?

Dear Michal,

Yes, the account of the player is permanently closed.

Regards,

1Bet Casino

Dear 1Bet Casino,

Although I understand your point of view, I still believe that the player should get a refund of his deposits. It is not his fault that the email address is displayed differently when sending international emails. The two email addresses are almost identical, with the exception of the suffix behind them. The player even included the email in his message to you. Of course, it would have been a different conversation if the two emails in question had been completely different. Would you be willing to refund the player €150 so we can close this complaint as resolved?

Good day,

Account was closed, I received the 150€.

Thank you for your support

Guten Tag,

Konto wurde geschlossen, die 150€ habe ich erhalten.

Vielen Dank für die Unterstützung

Dear Michal,

After further reviewing the case and an internal discussion, we decided to refund the amount of 150 EUR. The funds have been credited to the player's account which was confirmed by the player.

Regards,

1Bet Casino

Dear Raabi2711,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. However, let me also remind you to be careful about this fact, and to prevent more issues in the future, for registering on any online website that requires an email address, please use the email m*********@aol.com to prevent situations like this one. We will not be able to help you if this situation arises again.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru