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Good day,

At the beginning of January, I requested permanent exclusion from 1bet due to gambling addiction several times. I initially did this via chat and contacted them there frequently, but the chat referred me to C as well as on S .

I then wrote my request to both of these addresses and asked several times (!!!) to permanently close my account. 1bet did not comply with this request.

Instead, my account was only suspended for 30 days. I also responded by stating that I wanted my account permanently suspended, but I never received a response, no matter how many emails I sent about the issue. In desperation, I also stated again that I no longer wanted access for religious reasons and wanted my account permanently suspended, but again, my email was not processed and there was no response.

At the end of February, I gave in to my gambling addiction and had my account reactivated. Since then, I've gambled away everything I have and am sitting on a mountain of debt.

The total amount deposited (and lost) amounts to just over €8,900 since I requested my permanent exclusion.

My account is still active and no matter what I do, the account will not be permanently closed, no matter how many emails I write.

I would like to get back the money I lost since January 20th and have my account permanently closed afterward.

Guten Tag,

ich habe Anfang Januar mehrmals den permanenten Ausschluss aufgrund von Spielsucht bei 1bet beantragt. Erstmals habe ich dies via Chat gemacht und mich dort auch häufiger gemeldet, der Chat verwies jedoch sowohl auf Customercare@1bet.com als auch auf Support@1bet.com.

An diese beiden Adressen habe ich dann auch mein Anliegen verfasst und mehrmals (!!!) darum gebeten, mein Konto dauerhaft zu schließen. Dieser Bitte ist 1bet nicht nachgekommen.

Stattdessen wurde mein Account lediglich 30 Tage gesperrt. Auch hierauf antwortete ich damit, dass ich eine permanente Sperrung meines Accounts haben möchte - darauf wurde allerdings nie geantwortet, egal, wie viele mails ich zu dieser Thematik geschrieben habe. Aus Verzweiflung habe ich auch nochmal angegeben, dass ich aus religiösen Gründen keinen Zugriff mehr möchte und mein Konto permanent gesperrt haben will - aber auch hier gab es keine Bearbeitung meiner mail und keine Antwort drauf.

Ende Februar bin ich aufgrund meiner Spielsucht dann schwach geworden und habe meinen Account reaktivieren lassen. Seitdem habe ich alles verspielt, was ich habe und sitze vor einem Schuldenberg.

Die gesamte Eingezahlte (und verlorene) Summe beläuft sich auf insgesamt knapp über 8.900€ seitdem ich meinen permanenten Ausschluss angefragt habe.

Mein Account ist immer noch aktiv und egal was ich mache, der Account wird nicht permanent geschlossen, egal, wie viele Mails ich schreibe.

Ich möchte mein Geld, das ich seit dem 20.01. verspielt habe, zurückbekommen und, dass mein Account anschließend permanent geschlossen wird.

Dear Markinho96,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

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).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hey Veronika,

i did provide all evidence and Proofs via mail to your mail address mentioned above.

If anything else needed pls dont mind to ask.

Sincerely,

Marvin

Hello Veronica,

In parallel to the complaint on your website, I also wrote to S sent a repayment request including the request to close my account immediately and permanently.

I haven't received a response, and the money hasn't been refunded either. However, my account has now been permanently closed. 1bet never responded to my previous requests, even after a long time.

This means that 1bet has read my email and has now blocked my account (finally, after countless attempts, and knowing that I would otherwise take legal action via Casinoguru), but has not issued a refund. The quick processing also shows that 1bet is aware that I had already requested a permanent block, but does not want to risk this issue becoming more public.

Furthermore, the quick blocking shows that it does not necessarily take a long time until it is technically possible for 1bet to permanently block an account.

The deposited money has still not been credited to my account, and the €9,000 I deposited in the meantime is still outstanding and hasn't been refunded. Furthermore, I haven't received an offer from 1bet to refund a certain amount.

I ask you to continue requesting the refund and tag 1bet in this thread so that the matter picks up some speed.

Thank you and have a nice day!

Hallo Veronika,

Parallel zu der Beschwerde auf Ihrer Website habe ich auch an Support@1bet.com eine Rückzahlungsaufforderung geschickt inklusive der Aufforderung, mein Konto sofort und permanent zu schließen.

Ich habe habe keine Antwort hierzu gekriegt und auch das Geld wurde nicht zurückgezahlt, allerdings wurde mein Konto nun permanent geschlossen. Auf meine vorherigen Forderungen ist 1bet nie eingegangen, auch nach längerer Zeit nicht.

Dies bedeutet, dass 1bet meine Mail zwar gelesen und der Sperrung meines Kontos nun (endlich und im unendlichsten Versuch und mit dem Wissen, dass ich sonst via Casinoguru dagegen vorgehe) nachgekommen ist, der Rückzahlung allerdings nicht. Die schnelle Bearbeitung zeigt auch, dass 1bet im Wissen ist, dass ich schon längst eine permanente Sperrung beantragt hat, 1bet aber nicht riskieren möchte, dass diese Thematik weiter öffentlich gemacht wird.

Außerdem zeigt die schnelle Sperrung, dass es nicht zwangsweise eine längere Zeit braucht, bis es technisch für 1bet möglich ist, ein Konto permanent zu sperren.

Das eingezahlte Geld ist weiterhin nicht auf meinem Konto eingegangen und die 9.000€, welche ich zwischenzeitlich eingezahlt habe, sind weiterhin offen und nicht zurückgezahlt. Außerdem habe ich auch kein Angebot von 1bet erhalten, welches mit der Rückzahlung eines gewissen Betrags erfolgen würde.

Ich bitte Sie die Rückzahlung weiterhin anzufordern und 1bet in diesem Thread zu markieren, damit die Angelegenheit ein wenig Tempo aufnimmt.

Danke und schönen Tag Ihnen!

Thank you for your email.

Unfortunately, based on the communication you've shared, there is no indication that you mentioned gambling addiction as the reason for your account closure request. Please note that we are able to assist with the refund of lost deposits only in cases where the player explicitly states they are struggling with gambling addiction and the casino fails to take the necessary protective measures.

Since your account has already been closed and you did not request self-exclusion due to gambling addiction, we will now proceed to reject this complaint.

Best regards,

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.