1Bet Casino - Os pedidos de encerramento de conta do jogador são ignorados.

I have been registered with this casino since 2022 and have actively used my account over the years. During this time, I have also successfully received withdrawals, which confirms that my account was verified and fully operational.

However, I have repeatedly requested access to my transaction history and account-related data. In addition, I have submitted several requests for the closure of my account and even sent a formal written termination notice. Despite these multiple requests, I have never received any meaningful response.

Whenever I contact the live support team, I am simply referred to the casino's email address. Unfortunately, emails sent to that address remain unanswered, and no action has been taken regarding my requests.

I find it highly concerning that the casino ignores requests for account closure and fails to provide transaction records or any response to formal communications. As a customer, I expect transparent communication and proper handling of such requests, especially when they concern personal account data and the termination of the business relationship.

I would appreciate Casino Guru's assistance in obtaining a response from the casino regarding my transaction data requests, my account closure requests, and my formal written termination notice.

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Dear xjibbit;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please note we don't pursue cases related to GDPR. We apologize for the inconvenience.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Please allow me to ask you some questions to better assess the situation:

• Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru
• Have you unsubscribed from the casino's marketing communication (ads, newsletters)
• When was the last time you were active in the casino?

Thank you in advance for your reply and cooperation.

Best regards,

Tomas

Dear xjibbit,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru