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good day.

I deposited 100 euros at 1bet with the code "fire100" and received 100 euros as a bonus. I successfully unlocked the bonus, successfully verified myself. 2 days later I got the email: "All of your winnings were withheld due to bonus manipulation" this is total nonsense, I bet normally and adhered to the bonus guidelines!

My account is still open, 1bet, but no longer reacts to my emails. I ask you to help me pay off the 600 euros. i will send you the photo of the email.

lg and thank you

giovanni

guten tag.

habe bei 1bet, mit dem code "fire100" 100 euro eingezahlt, 100 euro als bonusguthaben erhalten. habe den bonus erfolgreich freigespielt, mich erfolgreich verifiziert. 2tage später bekam ich die email: "ihre gesamten gewinne wurden einbehalten, aufgrund bonusmanipulation" dies ist völliger quatsch, ich habe normal gewettet, und mich an die bonusrichtlinien gehalten!

mein account ist zwar noch geöffnet, 1bet, reagiert jedoch nicht mehr auf meine emails. ich bitte sie, mir zu helfen, die 600 euro auszuzahlen. ich schicke ihnen das foto der email mit.

lg und danke

giovanni

Dear Giovanni,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. I have checked the email that you have received from the casino:

Could you please forward your game history in Excel format to petronela.k@casino.guru?

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

Best regards,

Petronela

Hi there,

How can I insert the game history using Excel?

I've never done anything like that.

Could I maybe send you a photo of the bet placed during the bonus?

Would be the easiest for me.

LG,

Giovanni M **** / GiovanniMusic

Hallo,

Wie kann ich denn den Spielverlauf per Excel einfügen?

Habe sowas noch nie gemacht.

Könnte ich ihnen vielleicht ein Foto der Wettabgaben, während des Bonusses senden?

Wäre für mich am einfachsten.

LG,

Giovanni M**** / GiovanniMusic

Hello, me again.

Unfortunately, I can no longer access the betting history, because I had to find out: that 1bet had also blocked my account in the meantime ..

Can you please help me get the money back? I fought hard for it.

LG

Giovanni / GiovanniMusic

Hallo, ich nochmal.

Komme leider nicht mehr an den Wettverlauf heran, da ich feststellen musste: dass 1bet meinen Account, inzwischen auch gesperrt hatte..

Könnten sie mir bitte irgendwie helfen, das Geld wiederzubekommen? Ich habe es mir hart erkämpft.

LG

Giovanni / GiovanniMusic

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

Hi Giovanni,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite 1Bet Casino to the conversation to participate in the resolution of this complaint.

Okay thank you very much.

I hope we get it cleared up.

Because so many users told me that they didn't get their money either because of alleged "bonus manipulation"

Okay, vielen Dank.

Ich hoffe, wir bekommen es geklärt.

Weil so viele User, haben mir berichten, dass sie ihr Geld auch nicht bekommen haben, wegen angebliche "Bonusmanipulationen"

Dear CasinoGuru representatives & Giovanni,

Thanks for the invitation. We'll make an additional check on the player's account and provide a statement today.

Thank you for your patience in advance.

Kind Regards,

The 1Bet Casino Team

Many Thanks. This was back in October 2020, but I was only able to file the complaint now.

Please give me my bonus winnings ...

I unlocked the bonus, really completely normally & adhered to the bonus guidelines ...

KIND REGARDS,

Giovanni Mönch / GiovanniMusic

Vielen Dank. Dies war schon im Oktober 2020, ich konnte aber jetzt erst die Beschwerde einreichen.

Bitte, geben sie mir meine Bonusgewinne...

Ich habe den Bonus, wirklich völlig normal freigespielt & mich an die Bonusrichtlinien gehalten...

MFG,

Giovanni Mönch / GiovanniMusic

Dear Giovanni,

Thanks for your reply.

As per our official records, we would like to state that all the relevant information prior to claiming the bonus amount was provided to you via email, and further conversation was made on our LiveChat with the Support Desk Department. Our agent has assisted with your inquiry and provided detailed information on why the actions were made.

As the website's official and general Terms & Conditions, since a bonus manipulation is detected we have no choice but to claim the amount. All the actions are final and not a subject for further discussion.

You can have a look at the T&C's again, following this URL: https://1bet.com/terms-and-conditions

We hope you will find this informative.

Kind Regards,

The 1Bet Casino Team

But I have never violated any bonus guidelines!

I made normal bets. And they only kept my money because I won a lot!

They have done the same for a very, very large number of other customers, and I have written with some of them!

If they don't pay out my money on their own, I'll be forced to go to the police.

Ich habe aber niemals gegen irgend eine Bonusrichtlinie verstoßen!

Ich habe normale Wetten abgegeben. Und sie haben mein Geld nur behalten, weil ich sehr viel gewonnen habe!

Dies haben sie bei sehr, sehr vielen anderen Kunden genauso getan, ich habe mit einigen geschrieben!

Sollten sie mein Geld von sich aus nicht auszahlen, sehe ich mich gezwungen, zur Polizei zu gehen.

I always place a bet between 50-100 euros. in the normal way. So what about it, should the bonus manipulation now be, explain it to me? Then give me back at least the 100 euro deposit!

Ich habe immer zwischen 50-100 Euro wetten platzieren. auf normalem Wege. Also was daran, soll jetzt die Bonusmanipulation sein, erklären sie es mir? Dann geben sie mir wenigstens die 100 Euro einzahlung zurück!

Hi all,

Thank you for your replies.

Dear Giovanni,

Let me ask you a question. Did you play casino games or were you betting on sports?

I played sports betting.

And I really followed the rules. 1bet, you are welcome to insert my betting history from back then as a photo, then you will see that I unlocked the bonus normally, without manipulation.

Please help me, Peter!

Kind regards,

Giovanni / GiovanniMusic

Ich habe Sportwetten gespielt.

Und ich habe mich wirklich an die Regeln gehalten. 1bet, kann gerne meinen Wettverlauf von damals, hier als Foto einfügen, dann sehen sie, dass ich normal, ohne Manipulation, den Bonus freigespielt habe.

Bitte, helfen sie mir, Peter!

Mit lieben Grüssen,

Giovanni / GiovanniMusic

Dear Giovanni,

Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you. As we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint. However, I will send you some suggestions by email. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any casino-related issues with this or any other casino in the future. I really wish I were of more help.

Best regards,

Peter