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NARCISS

Agent

Sunday, 5 February 2023

Conversation #52516

Hello what happened to my $30+ Thousand balance?

10:43 pm

Welcome to Live Chat of 1GoodBet, your request will be handled by the first available support agent. Thank you for your patience.

10:43 pm

MINA

Hello dear Marvin, welcome to our 1Good.Bet Live Chat. I will do my best to assist and guide you today. Please let me check your profile quickly, and I will get back to you right after. 

10:43 pm

Yes I followed the rules even my real balance is gone.

10:44 pm

Is this Casino a scam?

10:45 pm

MINA

Dear Marvin, could you please provide us with a screenshot from your "My Bonuses" page? 

10:46 pm

As for Real Money Balance, you requested an 8707 Withdrawal, which was approved. Also, after that, you continue playing. 

10:52 pm

When

11:01 pm

OK I'll screenshot it

11:02 pm

MINA

Dear Marvin, your withdrawal request was confirmed today. 

Also, could you please provide us with a screenshot from your Bonuses "Canceled" section?

11:03 pm

I didn't cancel anything on my side

11:04 pm

MINA

Dear Marvin, could you please provide us with two screenshots one from the "My Bonuses" and "Canceled" sections?

We need them to fully understand the problem and help you. 

11:06 pm

We have not had any response from you in our conversation for a while, so we have decided to end the conversation. Please feel free to contact us again if you have any questions. 

11:17 pm

Hello8

11:18 pm

MINA

Yes, dear Marvin, we are here. Could you please provide us with both screenshots? 

11:19 pm

Yes

11:21 pm

11:23 pm

11:23 pm

11:24 pm

11:24 pm

OK these are what I have

11:24 pm

MINA

Dear Marvin, please let me check everything quickly, and I will get back to you right after. 

11:25 pm

Yes ma'am

11:26 pm

MINA

Dear Marvin, as I can see you have two Canceled Bonuses. Unfortunately, after the cancellation Bonus and winnings from it is gone. 

11:29 pm

So who canceled it?

11:30 pm

MINA

Dear Marvin, we can not Cancel any Bonus that our users have. It can be canceled by accident from your side. 

11:32 pm

Well that didn't happen. What do you suggest I do? What would you do?

11:34 pm

MINA

Dear Marvin, let me check one more thing. I will try my best to help you. 

11:36 pm

Dear Marvin, could you please check your email? 

11:41 pm

Anything you can do for me, please I live on the streets in Edmonton, it's hard for a Native. But I'll accept anything or nothing. Just another day.

11:41 pm

K

11:42 pm

MINA

Dear Marvin, is there anything else that I can help you with? 

11:46 pm

We have not had any response from you in our conversation for a while, so we have decided to end the conversation. Please feel free to contact us again if you have any questions. 

12:04 am

No problem, some kind of "error" too good tbt bye Dear Mina.

12:08 am

MINA

If you need any further assistance, please do not hesitate to contact us again. 

12:08

Dear Marvls13,

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

Do I understand correctly, that you have accumulated your winnings from a bonus? Could you please explain if you canceled your bonus prior to requesting a withdrawal?

Would you be able to forward screenshots from your account from your bonus history? Please forward them to my email tomas@casino.guru, or alternatively post them here.

I'll look forward to your reply.

Best regards,

Tomas

Dear Marvls13 and CasinoGuru Team, 

Thank you for your patience in waiting for the resolution of this issue. 

With this message, we would like to inform you that in the time frame between 19.12.2022 and 12.01.2023, we had a significant issue regarding a series of no-deposit bonuses (including but not limited to ''Big Bass Bonanza 250 Free Spin'', ''250 Free Spin Bonus By promocode'' etc.) and a series of deposit bonuses in the time frame. The primary issue was caused by a third-party technology provider responsible for bonus mechanisms and game aggregation at 1good.bet.

We apologize for the issue mentioned above and are ready to resolve the matter individually with each player affected by the bonuses in the time frame. Therefore, we had refunded the players deposit value of $20CAD to his account.

Additionally, we have fixed the mentioned bonus errors. Due to the nature of the system fix the player had been automatically provided with an updated and fixed Free Spin bonus. Please note, that the player was free to cancel the Free Spins bonus from the player account and withdraw the disputed amount, however the player preferred to play further.

Once again, we sincerely apologise for the inconvenience caused, and we are willing to provide screenshots in case of further questions.

Best Regards,

1Goodbet Team

Dear Marvls13,

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.

Yes, the "winnings" was from a bonus from Casino Guru.

I didn't cancel anything from my end, the bonus rules changed after that. I just didn't think I would have to screenshot my every action.

These are what I have.

The timeline was 250 free spins on 7 Monkeys

after that, they don't let you play your bonus from the spins without depositing so I deposited $20.

So there was the bonus attached to my $20 deposit. I won after the deposit.

Thank you very much, Marvls13, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Greetings all,

I am sorry to hear about your unpleasant experience, Marvls13. From now on, I will assist you with the case.

Dear 1GoodBet Casino Team,

Although you provided some explanation above, there are still some unclear circumstances regarding the player's issue.

"... Due to the nature of the system fix the player had been automatically provided with an updated and fixed Free Spin bonus. Please note, that the player was free to cancel the Free Spins bonus from the player account and withdraw the disputed amount, however the player preferred to play further."

Could you please provide us with an explanation of this paragraph in more detail? Also, can you send me the screenshots you mentioned? Do I understand correctly that the player did not cancel the original bonus?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

The Statement from 1GOODBET chat support was a lie. I did no such thing. All I did was take a break from playing. I logged back on later, played a few spins then realized that I only had $7 left. The screenshot shows that withdrawals were unavailable, I did not cancel a bonus, and I was still trying to get the playthrough balance covered. So how could a withdrawal be possible? They should give it back to me, it could've changed my life and helped me get out of being homeless.

To 1Goodbet Casino if you reconsider send it to Marvinswampy2014@gmail.com. I'm not getting my hopes up though.

Dear Marvls13 and Branislav,

The paragraph means that the initial bonus where the error occurred was replaced with the bonus where the error was fixed. In addition to that the player was refunded with the 20CAD deposit amount the players account on 06.02.2023 and was free to cancel the new bonus and withdraw the funds.

Hopefully this makes sense and please find attached the screenshot of manual deposit confirmation.

Best Regards,

1Goodbet Team

It is what it is. Thank you for your help.

Dear 1GoodBet Team,

Thank you for the additional information.

Would you be able to provide me with the details of the technical error (communication from the game provider), or what did the players using such bonuses gain?

Please, feel free to use my email (branislav.b@casino.guru).

What rules from the casino's Terms and Conditions were applied to confiscate the player's winnings?

Dear Branislav,

The situation had been earlier presented to Matej including the confirmation from the technical provider, since the issue had a broad affect on 1good.bet.

Please check internally for additional information and thank you for your cooperation.

Best Regards,

1GoodBet Team

Alright, 1GoodBet Team. Thank you for the information. I checked it with Matej a while ago.

Dear Marvls13,

I would like to explain the situation to you in more detail.

Regardless of the information provided by the casino's Customer Support, only thanks to the mentioned technical issue, you managed to obtain the disputed winnings. We received evidence from the casino that the bonus malfunctioned, and the initial values were set wrongly. In a situation like this, the bets are void.

In addition, the bonus mechanics work like this:

• All winnings won from the Free Spins move to the bonus balance, and the x30 wagering requirement applies.
• After a deposit is made - from each bet, 25% is taken from the real money and 75% is taken from the bonus money, and all the betting value is counted toward the wagering
• If real money is involved in the game, the winnings are split as follows: 25% to the real money balance and 75% to the bonus balance

The above mechanics mean that in case your winnings were $40,000 - the disputed amount, you would have to wager it 30x ($1,200,000), but the bets would have been deducted with a ratio 1:3 (real money : bonus money), while 75% of the winnings would have been still credited to your bonus balance. Even if we consider the probability of managing to win from most bets, you would probably have to deposit a lot of money to meet the wagering requirement, and the winnings would have been still partially credited to the bonus money anyway, so it likely would not be possible to withdraw or further use such bonus funds.

We also discussed this situation with my team internally regarding similar cases from the past.

We talked a lot about the mechanics of how these bonuses work and went through some situations. However, we cannot say that the bonuses are unfair. The bonuses are unique in the way how they work.

Therefore we concluded that the casino acted correctly when they refunded your deposit and set the bonus correctly. You had another chance to play the bonus and decide if you want to keep the winnings and try to wager the bonus or cancel it and play with real money.

I am really sorry for your experience, but I sincerely hope you understand that a deposit refund and resetting the bonus with the correct parameters was a better option.

We also created a warning for players, which tells them that this bonus works differently, and recommended for the casino do the same.

Based on the screenshot from the casino, can you please confirm that your deposit was refunded and you decided to continue playing?

After the bonus spins I didn't have $40,000 only a few hundred dollars I think that couldn't be wagered at all without a deposit first. Weeks later I made a deposit of $20 so I could play, after the deposit is where the $40,000 CAME INTO PLAY. What I really want answers for is why the deception? Why would 1Good.bet Support Agents say to me that I canceled my bonus? If so where is the 25% real money balance? Or the Statement they made about a withdrawal request that was approved but I continued playing? Both of which are false statements as I had no option to withdraw yet. Well I need answers, why try to deceive me if they're not liable? I'm going to look into the Governance and licensing part of this. They know they're at fault on some level and I'm going to find out. Thank you for your time.

I am documenting everything now, I may also post this thread on Social media.

Dear Marvls13,

Before I further proceed in resolving the case, and mainly because of your last posts, I would like to ask you a few questions.

Did you already submit a complaint to the regulator, or will you do it?

Do I understand correctly that "Thank you for your time" means you would like me to close the complaint?

Dear Marvls13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, 1GoodBet Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru