Could not close account. I have sent several emails since early May. I have been completely ignored and for chats they say they write emails.

Impossibile chiudere il conto. Ho mandato diverse email dai primi di Maggio. Sono stato completamente ignorato e per chat dicono di scrivere le mail.

Dear Axejuve,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward me the emails or screenshots showing that you have sent requests for your account’ closure. My email address is [email protected]. Did you specify in those requests for how long you wish your account to be closed and why? 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

I sent the email.

Thanks for support

Ho mandato la mail.

Grazie del supporto

Dear Axejuve,

Thank you very much for forwarding all the relevant communication and a screenshot. Just to make sure about a timeline, I would like to ask about the cancelled bonus winnings. I have checked promotional terms and conditions, and this is what I found:

"Until the bonus has been redeemed, stakes cannot exceed €5."

Are you aware of placing a single bet higher than the allowed one? Do I understand it correctly that your winnings have been confiscated around 12th of May 2020? Afterwards, you have requested you account to be closed but your several requests were ignored, is that correct? Thank you in advance for your reply.

Yes, unfortunately I was not aware of the bonus clause and I made some out of limit games even if for example I accumulated half of the bonus I won playing 2, however it is correct since I was removed from the bonus transformed into real money I tried to close the account without success.

Si purtroppo non ero al corrente della clausola del bonus ed ho fatto qualche giocata fuori limite anche se per esempio metà del bonus vinto l’ho accumulato giocando a 2, comunque e’ corretto da quando mi hanno rimosso il bonus trasformato in soldi reali ho cercato di chiudere il conto senza successo.

Thank you very much Axejuve for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello axejuve,

I looked at your complaint and will do my best to help you. I would like to invite 1xBet Casino into this conversation. Can you specify what exactly happened in this case? Why you didn’t close player’s account after his request?

No problem, the important thing is that he finally manages to close the account with them.

Nessun problema l'importante è che riesca finalmente a chiudere il conto presso di loro.

Did I understand it correctly that your problem was resolved? Is there anything else, I could do for you?

No, my problem has not been resolved.

No, il mio problema non è stato risolto.

Could you please advise how you wish to proceed with this case? You’ve requested to close your account and it was now granted. Please understand that your bonus winnings were confiscated rightfully as you’ve breached promotional terms and conditions. Are there any funds being held by the casino?

Viliam I try to write directly in English to avoid misunderstanding.

My account is not close. So I want only to close the account.

Is it clear now?

Regards,

1xBet Casino, could you close player’s account, please? If there is some problem with closing account, let us know.

Dear Axejuve,

Thank you for your feedback. In order to help you with this issue, please, provide us with all the detailed information:

1) The number of your gaming ID;

2) The date when you applied at the request of closing your account;

3) The screenshot of confirmation of the sent letter, where we can see to whom the letter was sent

4) Indicate the reason why you want to close the account and for how long you would like your account to be blocked

As soon as we receive this information from you, we will check the issue and contact you in a short period of time

Looking forward to you reply

Best regards,

The 1xBet Casino

Dear axejuve,

Please provide all necessary information for further investigation. Thank you.

Sorry I think there is a misunderstanding.

The platform is https://1bet.com/it not 1xbet.

Dear 1Bet Casino,

I am sorry for misunderstanding but there was a mistake in Casino’s name. We would like to ask you to close player’s account as soon as possible. If you need any assistance from our or player’s side, please let us know. Thank you.

I add that in addition to closing the account I want to be removed from any communication, via email and telephone from 1bet

We would like to ask the 1Bet 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.