1Bet Casino - O jogador não consegue encerrar sua conta.

Good Day,

For the past two weeks, I've been writing to 1Bet daily to request the closure of my account, as I no longer able to manage my deposits.

I've reached out via both the live chat and email customer service. The only response I receive is that a bonus has been credited to my account or something similar. When I reply that I don't want a bonus, but I want my account to be closed, they have ignored this for the last two weeks.

Guten Tag,

seit nunmehr 2 Wochen schreibe ich täglich an 1Bet, dass mein Konto geschlossen werden soll, da ich meine Einzahlungen nicht mehr im Griff habe.

sowohl im Live Chat als auch an den Kundenservice per Mail. Die einzige Antwort, die ich bekomme ist, dass mir ein Bonus gutgeschrieben wurde oder ähnliches. Wenn ich dann antworte, dass ich keinen Bonus haben möchte, sondern das Konto geschlossen werden soll wird dies seit 2 Wochen ignoriert.

Dear Kolbi91, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Thank you for your email. However, you included only the screenshot from 24 May. Do you have any previous emails requesting self-exclusion?

Dear Kolbi91,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.