1Bet Casino - O pedido de autoexclusão do jogador foi adiado.

Hello,

On July 16, 2024, I sent an email requesting self-exclusion due to gambling addiction. On July 19, 2024, I received a reply stating that additional documents (ID, proof of address, etc.) were required for processing the request. Is that really necessary for a self-exclusion? I don't understand the purpose behind this when I want to close my account, especially because of gambling addiction.

I then uploaded the documents.

This was again confirmed in writing to me on August 4, 2024:

"Thank you for your participation in the account security procedure.

Your documents have been received and reviewed."

However, my account remained open and I incurred numerous losses due to my gambling addiction.

On August 17, 2024, I referred again via email to my initial self-exclusion request from July 16, 2024, forwarded it, and wrote again:

"Hello,

I would like to return to my email below and request that my account be immediately and permanently closed due to gambling addiction. I want it to be impossible for me to access my account at any time. The exclusion should be permanent.

You have received all my documents.

I request a prompt confirmation. Thank you."

On August 19, 2024, I then received confirmation, but only for a 30-day exclusion

On the same day, I replied:

"Hello,

I clearly stated that my account should be permanently closed, not just for 30 days!

Please implement this! I request confirmation."

I received no response and wrote again on August 26, 2024:

"Hello,

I am still waiting for confirmation that my account is permanently closed.

My account should be permanently closed!"

Again, no one contacted me.

On September 2, 2024, I wrote again via email:

"Dear Sir or Madam,

I still have no confirmation that my account is permanently closed!

A 30-day exclusion is not desired. I want a permanent exclusion for my accounts!

I request a prompt response."

Again, I received NO response.

On September 23, I requested self-exclusion via email once more.

And here comes the huge insolence. Instead of closing my account, I have received numerous gifts and offers via email and SMS, to further profit from my gambling addiction.

On October 7, I received confirmation for a 90-day exclusion. Again, no permanent closure!

On the same day, I replied:

"Why is my account not being permanently closed again?

I clearly stated that the closure should be permanent.

I request a prompt reply and confirmation that my account will be permanently closed."

And again, I have received no response to this day.

From my perspective, this cannot be legal, and I would like to request at least my losses back from August 4, 2024, onwards (1,052.37 €).

If the self-exclusion is valid from July 16, 2024, an additional 522.30 € would be added.

I have attached the correspondence as proof.

Thank you in advance.

Kind regards

Hallo,

am 16.07.2024 habe ich per Mail einen Antrag zum Selbstausschluss aufgrund von Spielsucht gestellt. Am 19.07.2024 habe ich eine Antwort erhalten, das entsprechende Unterlagen noch (ID, proof of adress..) zur Bearbeitung der Anfrage benötigt wird (Ist das tatsächlich notwendig für einen Selbstausschluss?) Ich verstehe den Sinn dahinter nicht, wenn ich mein Konto doch eh sperren möchte, insbesondere bei Spielsucht.

Meine Unterlagen hatte ich dann hochgeladen.

Dies wurde mir am 04.08.2024 auch nochmal schriftlich bestätigt:

„Thank you for your participation in the account security procedure.

Your documents have been received and reviewed."

Mein Konto blieb aber weiterhin offen und ich habe zahlreiche Verluste aufgrund meiner Spielsucht gemacht.

Am 17.08.2024 kam ich erneut per Mail auf meinen Selbstausschluss vom 16.07.2024 zurück, habe diese erneut weitergeleitet und nochmals geschrieben:

„Guten Tag,

ich möchte nochmal auf meine untenstehende Mail zurückkommen und bitte darum umgehend meinen Account aufgrund von Spielsucht permanent sperren zu lassen. Ich möchte das es mir zu keiner Zeit möglich ist, auf mein Konto zuzugreifen. Die Sperre soll somit dauerhaft sein.

Sie haben alle meine Dokumente erhalten.

Ich bitte um zeitnahe Bestätigung. Danke."

Am 19.08.2024 habe ich dann eine Bestätigung erhalten, aber nur für eine Ausschluss von 30 Tage

Am selben Tag antwortete ich hierauf:

„Guten Tag,

ich habe doch klar und deutlich geschrieben, dass mein Konto permanent gesperrt werden soll! Nicht nur für 30 Tage!

Setzen Sie das bitte um! Ich bitte um Bestätigung."

Ich habe keine Rückmeldung erhalten und schrieb erneut am 26.08.2024:

„Guten Tag,

ich warte immer noch auf eine Bestätigung, dass mein Account dauerhaft gesperrt ist.

Mein Account soll dauerhaft gesperrt sein!"

Und erneut hat sich niemand bei mir gemeldet.

Am 02.09.2024 schrieb ich erneut per Mail:

„Sehr geehrte Damen und Herren,

ich habe immer noch keine Bestätigung, dass mein Konto dauerhaft gesperrt ist!

Eine 30-Täige Sperre ist nicht gewünscht. Ich möchte eine permanente Sperre meine Accounts!

Ich bitte um zeitnahe Rückmeldung."

Wieder habe ich KEINE Rückmeldung.

Am 23.09. habe ich nochmals per Mail um Selbstausschluss gebeten.

Und jetzt kommt die große Frechheit. Statt einer Sperre meines Kontos, habe ich per Mail und SMS zahlreiche Geschenke und Angebote erhalten, damit weiter von meiner Spielsucht profitiert wird.

Am 07.10. habe ich eine Bestätigung für einen Ausschluss von 90 Tagen erhalten. Also erneut keine permanente Sperre!

Am selben Tag antwortete ich:

„Warum wird mein Account erneut nicht dauerhaft gesperrt?? 

Ich habe doch klar und deutlich gesagt, dass die sperre dauerhaft erfolgen soll. 

Ich bitte um zeitnahe Rückmeldung und Bestätigung, dass mein Account dauerhaft gesperrt wird."

Und erneut habe ich keine Rückmeldung bis heute erhalten.

Das kann aus meiner Sicht nicht rechtens sein und ich möchte mindestens ab 04.08.24 meine Verluste zurückfordern (1052,37 €).

Wenn der Selbstausschluss schon ab dem 16.07.24 gültig ist, würden noch weitere 522,30 € dazukommen.

Den Schriftverkehr als Nachweis habe ich beigefügt.

Vielen Dank vorab.

Freundliche Grüße

Dear nobet,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1Bet Casino.

We believe that after you inform the casino about a gambling problem the casino should act to prevent you from gambling within a reasonable time by blocking your account.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you made deposits in the casino after the casino responded on 19th of July?
• Could you please share the casino's reply from that date as well? My email is tomas@casino.guru

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,

Tomas

Hello,

thank you for the quick response.

That's right. Several deposits were made after July 19th.

Because of my gambling addiction, numerous deposits were made on July 30th, August 5th, August 14th, August 15th, August 19th, October 3rd and 4th.

I have attached the email about supposedly missing documents from July 19th to my email to you.

On August 4, I received written confirmation that the documents were complete and had been checked.

Best regards

Hallo,

vielen Dank für die schnelle Rückmeldung.

Das ist richtig. Nach dem 19.07. wurden mehrere Einzahlungen vorgenommen.

Es wurden durch meine Spielsucht noch zahlreiche Einzahlungen vorgenommen am 30.07 / 05.08. / 14.08 / 15.08 / 19.08. / 03.10 und 04.10.

Die Mail zu vermeintlich fehlender Unterlagen vom 19.07 habe ich meiner Mail an Sie beigefügt.

Am 04.08 bestätigte man mir schriftlich, dass die Dokumente vollständig vorliegen und geprüft wurden.

Viele Grüße

Thank you very much, nobet, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Dear nobet,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Unfortunately, it appears that you have chosen to play at a casino with a very low safety index (0/10), as assessed by our analysts. However, we remain hopeful that the casino will provide the necessary assistance to resolve your issue.

Thank you for your understanding.

I would like to invite the 1Bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1Bet Casino,

Could you please provide a detailed explanation of this case, including the reasons for not adhering to the self-exclusion policy and for repeatedly reopening the player's account, despite multiple requests to permanently close it?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

We are here to inform you that the player's request has been processed. The account was closed, and it will remain so.

Kind regards,

1Bet Casino

After 4 months you finally managed to permanently block my account and that was only because I contacted you through a third party. Otherwise nothing would have happened here!

And what about the deposits that came about because you intentionally ignored my numerous requests?

I repeat that I want this refunded! This is a clear case. They ignored my requests and continued to allow deposits, knowing full well that I am a gambling addict.

Nach 4 Monaten haben Sie es endlich geschafft mein Konto dauerhaft zu sperren und das auch nur weil ich über dritte an Sie herangetreten bin. Ansonsten wäre hier wohl immer noch nichts passiert!

Und was ist mit den Einzahlung, die zustande gekommen sind, weil Sie meinen zahlreichen Aufforderungen, beabsichtigt nicht nachgegangen sind??

Ich betone nochmals, dass ich diese zurückerstattet bekommen möchte! Das ist eine eindeutige Sache. Sie haben wohlwissend, dass ich spielsüchtig bin, meine Anfragen ignoriert und weiterhin Einzahlungen zugelassen.

Dear 1Bet Casino,

Thank you for the update and for taking the necessary steps to close the player’s account.

Could you kindly provide a statement regarding the refund of the player’s deposits made between the date of their initial self-exclusion request, due to a gambling problem, and the actual closure of the account?

I appreciate your assistance in this matter and look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kubo,

We have forwarded the necessary information to you and we are waiting for your response. 

Kind regards,

1Bet Casino

Dear nobet,

I will post a detailed recap of the events and Casino Guru's position on the issue shortly. In the meantime, could you kindly confirm the exact date on which you submitted the requested documents that were acknowledged in the confirmation email dated August 4, 2024?

Thank you for your cooperation.

Hello Everyone,

I would like to share the timeline of events regarding this issue:

• 16.07.2024, 01:32 - Player explicitly requested permanent self-exclusion, citing a gambling problem (evidence provided).
• 19.07.2024, 18:09 - Casino acknowledged the self-exclusion request and requested verification documents (evidence provided).
• 30.07.2024 - Player made a deposit (amount unknown, mentioned in a complaint thread).
• 04.08.2024, 12:42 - Casino confirmed receipt and review of the verification documents (evidence provided).
• 05.08.2024 - Player made another deposit (amount unknown, mentioned in a complaint thread).
• 14.08.2024 - Another deposit was made by the player (amount unknown, mentioned in a complaint thread).
• 15.08.2024 - Player made yet another deposit (amount unknown, mentioned in a complaint thread).
• 19.08.2024, 14:04 - Casino applied a 30-day self-exclusion period and informed the player.
• 19.08.2024, 14:49 - Player complained about the 30-day period, reiterating his request for permanent self-exclusion (evidence provided).
• 26.08.2024, 11:37 - Player followed up, demanding confirmation that his account was permanently blocked (evidence provided).
• 23.09.2024, 09:49 - Player again requested permanent self-exclusion (evidence provided).
• 03.10.2024 - Player made another deposit (amount unknown, mentioned in a complaint thread).
• 04.10.2024 - Player made yet another deposit (amount unknown, mentioned in a complaint thread).
• 07.10.2024, 10:48 - Casino applied a 90-day self-exclusion period (evidence provided).
• 07.10.2024, 11:37 - Player complained about the 90-day period, restating his request for permanent self-exclusion (evidence provided).

The issue here highlights a significant shortcoming in the casino's handling of the player’s explicit and repeated requests for permanent self-exclusion, which has resulted in continued deposits and gambling activity despite the player's acknowledgment of a gambling problem.

As I emphasized in my communication with 1Bet Casino representatives during our private correspondence, casinos hold both the right and the responsibility to intervene when players exhibit signs of struggling with gambling-related issues. When a player raises concerns about their gambling behavior, casinos must act swiftly to restrict access - even if the verification process is incomplete. This is the essence of self-exclusion: to protect vulnerable players and prevent further harm.

To ensure this, casinos need to implement clear, proactive protocols that prioritize immediate action and provide effective support for at-risk players. This approach must go beyond mere regulatory compliance and demonstrate a genuine commitment to player safety and responsible gambling practices.

By placing player protection at the forefront and reducing administrative delays, casinos can ensure that self-exclusion policies fulfill their intended purpose - offering timely support to those in need and fostering a safer, more responsible gambling environment for everyone.

Dear 1Bet Casino,

Given the reasons outlined above and in the interest of fairness and a pro-player approach, I would like to kindly request that the casino consider refunding the player's deposits made from July 19, 2024, the date when the casino explicitly acknowledged the player's gambling problem and self-exclusion request.

Thank you for your consideration, and I look forward to your response.

Dear Kubo,

Thank you for your efforts!

My documents were uploaded online on 1bet's website via the verification program on 15.07.2024.

Lieber Kubo,

vielen Dank für Ihre Bemühungen!

Meine Unterlagen wurden am 15.07.2024 online auf der Website von 1bet über das Verifizierungsprogramm hochgeladen.

Dear Kubo,

We are currently investigating the matter and we will revert as soon as possible

Kind regards,

1Bet Casino

Dear 1Bet Casino,

I’ve responded to your message externally. In the meantime, are there any updates on your investigation?

Thank you.

Dear Kubo,

After carefully reviewing the case, we can attest that the player disregarded our original request for documentation and stalled the process deliberately.

The documents were eventually provided, however they were for a different matter that was unrelated to this case. We believe that if the player had complied with our requirements right away, the process would have gone more smoothly.

We wanted to inform you that despite all this, we've already contacted the customer with a refund offer, as a gesture of goodwill and to reflect our commitment to preserving safe gambling environment and maintaining a positive relationship.

Kind regards,

1Bet Casino

To suggest that I deliberately delayed the process is outrageous. All of my documents were verifiably made available! The Casino Guru team has received all of my correspondence on this matter. I have asked you so many times to permanently block my account and you simply have not done so!

Where did you contact me? I couldn't find anything about this.

Mir zu unterstellen, ich hätte angeblich den Prozess bewusst verzögert, ist eine Unverschämtheit. Alle meine Unterlagen wurden nachweislich zur Verfügung gestellt! Das Casino Guru Team hat jeden Schriftverkehr von mir hierzu erhalten. So oft habe ich Sie aufgefordert mein Konto Dauerhaft zu sperren und Sie haben es einfach nicht getan!

Wo haben Sie mich kontaktiert? Ich habe hierzu nichts gefunden.

Dear nobet,

I hope you're doing well. I wanted to check in and see if there are any updates on your end. Have you received a message from the casino regarding the claimed offer?

Looking forward to hearing from you.

Hello Kubo,

I'm fine. I hope you've had a good start to the new year!

I have not received any message or offer.

Hallo Kubo,

mir geht es gut. Ich hoffe du bist gut in das neue Jahr gestartet!

Ich hab keine Nachricht bzw. ein Angebot erhalten.

Hello nobet,

Apologies for the delay in my response, and I’d also like to take a moment to wish you a fantastic start to the new year 2025.

Have there been any updates on your end? Have you received any communication regarding the claimed offer from the casino yet?

Looking forward to hearing from you!

Hello Kubo,

There is no news from me. No one has contacted me.

Best regards

Hallo Kubo,

es gibt keine Neuigkeiten bei mir. Es hat sich niemand bei mir gemeldet.

Liebe Grüße

Dear Kubo,

We have sent a proposal offer to the player twice in two separate emails.

At this stage, we kindly advise Mr. Nobet to check his spam folder if he hasn't already.

Kind regards,

1Bet Casino

I just checked my spam folder and actually found an email dated 03.01.25.

You have made me a disproportionate offer of €124.66, which I will not accept.

In your email, you claim that I delayed the process, but confirm receipt of my documents in August and also my repeated self-exclusion on August 17, 2024. Again: My documents were already uploaded to your verification program in July 2024!

In any case, you are admitting that my account should be permanently blocked by August 17, 2024 at the latest.

Due to your failure to heed my numerous and urgent requests for self-exclusion due to gambling addiction, I was only able to deposit €936.71 after August 17, 2024.

470.71 € on August 19, 2024

276 € on October 3, 2024

190 € on October 4, 2024

I would like to emphasize again that since August 17, 2024, I have made a total of 5 requests for permanent self-exclusion. Instead of carrying out the permanent self-exclusion, I received free bets and bonuses by email and SMS.

If a safe gambling environment is really important to you, then take responsibility for your mistakes and make me a proper offer.

If we do not make any progress in this matter, this case can be closed as unresolved and I will contact an online law firm to take care of this matter.

Ich habe soeben meinen Spam Ordner überprüft und dann tatsächlich eine Mail vom 03.01.25 finden können.

Sie haben mir ein nicht nicht verhältnismäßiges Angebot in Höhe von 124,66€ gemacht, welches ich nicht akzeptieren werde.

In Ihrer Mail behaupten Sie ich hätte den Prozess verzögert, bestätigen aber den Erhalt meine Unterlagen im August und auch meinen wiederholten Selbstausschluss vom 17.08.2024. Nochmals: Meine Unterlagen wurden bereits im Juli 2024 in Ihrem Verifizierungsprogramm hochgeladen!

Somit gestehen Sie in jedem Fall ein, dass mein Konto spätestens ab 17.08.2024 permanent gesperrt werden müsste.

Durch Ihr Versagen, meinen zahlreichen und dringlichen Aufforderungen des Selbstausschlusses aufgrund von Spielsucht Beachtung zu schenken, war es mir alleine nach dem 17.08.2024 möglich 936,71€ einzuzahlen.

470,71 € am 19.08.2024

276 € am 03.10.2024

190 € am 04.10.2024

Ich möchte nochmal betonen, dass ich seit dem 17.08.24 insgesamt 5 Anfragen auf einen permanenten Selbstausschluss gestellt habe. Statt den dauerhaften Selbstausschluss durchzuführen, habe ich Gratiswetten und Boni per Mail und SMS erhalten.

Wenn Ihnen eine sichere Glückspielumgebung wirklich wichtig ist, dann übernehmen Sie für Ihre Fehler Verantwortung und machen mir ein ordentliches Angebot.

Sollten wir in dieser Sache nicht weiter kommen, kann dieser Fall als ungelöst geschlossen werden und ich werde mich an eine Online Kanzlei wenden, die sich dieser Sache annimmt.

1bet has made me a new and fair offer, which I have accepted. I have already received the money. 

I would like to thank Casino Guru and Kubo in particular for taking on my case. You are doing a very important and good job.

Nevertheless, I would also like to thank 1bet who were at least fair in the end and resolved the matter. I hope that future users will not have to go through this.

All the best for you Kubo!

Dear nobet,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo