Dear 8972345,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify if you had any balance in your casino account before you made the second deposit? Did you finish the wagering that was required after placing the second deposit?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. 

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

Best regards,

Kristina

Dear 8972345,

Please note that your case is being investigated.

Kind Regards,

1Bet Casino Team

How long will you spend on it?

it's been over a month since you wrote it would take a few days...

With best regards

Michael B***

Hvor lang tid skal i bruge p? det?

det er over et m?ned siden i skrev det ville tage et par dage…

Med venlig hilsen

Michael B***

Hello everyone,

Thank you both for your replies.

8972345, please understand that this message from 1Bet Casino Team has most likely been posted by a completely different person/team than you usually communicate with, so please be patient and give them time to look into this issue for you.

Meanwhile, you could get back to my message and provide all the requested information. Thank you.

Hi Kristina.

There was NOK 0 in my account when I made 2 deposits. It was after 2 deposits that I won the DKK 6800.

I didn't receive a bonus for 2 deposits, so I don't think there is a playthrough requirement.

My communication with 1bet took place via chat, so unfortunately I don't have anything in writing from it. My account was suspended immediately after the chat ended.

Hej Kristina.

Der var 0kr p? min konto da jeg foretog 2 indbetaling. Det var efter 2 indbetaling jeg vandt de 6800kr.

Jeg modtog ingen bonus ved 2 indbetaling s? t?nker ikke der er gennemspilskrav.

Min kommunikation med 1bet foregik over chat s? jeg har desv?rre ikke noget p? skrift fra den. Min konto blev suspenderet umiddelbart efter chattens afslutning.

I received a bonus on 1 deposit and did not manage to meet the playthrough requirement until I had lost both deposit and bonus.

Jeg modtog en bonus ved 1 indbetaling og n?ede ikke at opfylde gennemspilskravet f?r jeg havde tabt b?de indskud og bonus.

Dear 1Bet Casino Team,

Has there been any news regarding this case?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hehe, yes, it's just that their rating can't get worse??

Hehe ja s? er det jo bare det at deres rating ikke kan blive d?rligere??

Hi 8972345,

Unfortunately, the casino stopped responding entirely and didn't provide any evidence to support its claims. I will mark the complaint "unresolved" in our system. If the casino decides to respond, we will reopen the complaint and you will be notified by email. In the meantime, I recommend that you contact the Curacao Gaming Authority and submit a complaint there.

Gaming authorities have better options and tools to help players, especially in cases like this one.

I wish I could be of more help.

Best regards,

Kristina