Hi,

Das Casino hat mein Geld einbehalten und behauptet, ich h?tte mehrere Konten bei denen angelegt.

Das ist nicht der Fall, vor allem war ich dort schon verifiziert.

K?nnen Sie mir da helfen?

Hier die Mail, die ich dazu bekommen habe.

Jegliche Kontaktversuche von meiner Seite werden ignoriert.

Dear Lukas,

We are reaching you to inform you that our Security department detected that your account has been created in violation of our Duplicated accounts policy. It has matching details with another 1Bet account.

You may refer to the "Account and Personal Information" section in our Terms & Conditions:

3.4. A Customer may open only one account on the Website and with the Company. Any additional accounts that are opened may be closed by the Company, withholding or declining all payments or in other cases, all such accounts may be treated as one joint account and merged together by the Company, in either case at the Company's sole and absolute discretion. The Customer agrees that the Company shall use any method it deems reasonable to determine if two or more accounts belong to the same Customer.

3.8.1 The player’s account must be registered in his/her own, personal and correct, name and personal details. The individual has to ensure that all data given at registration stage is true, complete and free from error. Registration is allowed only once per person, family, household address, email address, payment account number, site cookies, IP address and shared computer, i.e. Public library or workplace and cannot share any of the aforementioned with a previously registered account. This therefore also means that the player has to register personally. Furthermore, a player can only have one account. Any other accounts which a player opens with the company, or which are beneficially owned by the player shall be considered as duplicate accounts. We shall close any duplicate account/s consequent to the identification of the main account. If we close a duplicate account, deposits will be refunded, and all bonuses, free bets and winnings acquired using that duplicate account will be void and forfeited. If the amount in the duplicate account does not cover the amount to be refunded to us, we shall seek to recover the loss incurred directly from any other of your accounts.

3.8.2 A duplicate account is considered as such in any case where the account IP address, Personal details, payment account number, site cookies matches with an already existing account with the company.  

Hello Lukas,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if anyone else from your household also owns an account at 1Bet Casino? How much did you deposit in total into the casino and what was your balance when it got closed? When exactly did you create your account and how long after that was it blocked?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

no, no one in my household has an account with them.

Overall I can't tell you how much I deposited as I've owned the account for a longer time.

I think it will have been 4 digits.

I created the account on July 6th, 2020.

Since then I have also made several deposits and withdrawals, so the statement from the casino surprises me...

The last payout I requested was €990.

I am a soldier and therefore travel a lot. There may therefore be overlaps when I use the WiFi within a barracks... But it's also just a guess.

Thanks in advance for the help

Hallo Nick,

nein, aus meinem Haushalt hat niemand noch ein Konto bei denen.

Insgesamt kann ich Ihnen nicht sagen, wie viel ich eingezahlt habe, da ich das Konto l?nger besessen habe.

Ich denke 4-Stellig wird es schon gewesen sein.

Erstellt habe ich das Konto am 06.07.2020.

Seitdem habe ich auch mehrere Ein-und Auszahlungen vorgenommen, daher wundert mich die Aussage des Casinos...

Die letzte Auszahlung, die ich beantragt habe war 990€.

Ich bin Soldat und daher viel unterwegs. Evtl gibt es daher überschneidungen, wenn ich innerhalb einer Kaserne das WLan nutze... Ist aber auch nur eine Vermutung.

Danke im Voraus für die Hilfe

Hello Lukas,

If the account closure was based purely on the IP address, we disagree with the casino. If they have no other evidence that you would own a second account, your account should be reopened and the payout processed. We will however need more evidence in this case so I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Lukas,

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.

Dear Lukas and CasinoGuru representatives,

Thanks for inviting us to this thread.

We've looked at the player's case and again we would like to share our statement.

On March 30th 11:10 AM our Security department detected that player's account has been created in violation of our Duplicated accounts policy. It has matching details with another 1Bet account.

You may refer to the "Account and Personal Information" section in our Terms & Conditions:

3.4. A Customer may open only one account on the Website and with the Company. Any additional accounts that are opened may be closed by the Company, withholding or declining all payments or in other cases, all such accounts may be treated as one joint account and merged together by the Company, in either case at the Company's sole and absolute discretion. The Customer agrees that the Company shall use any method it deems reasonable to determine if two or more accounts belong to the same Customer.

3.8.1 The player’s account must be registered in his/her own, personal and correct, name and personal details. The individual has to ensure that all data given at registration stage is true, complete and free from error. Registration is allowed only once per person, family, household address, email address, payment account number, site cookies, IP address and shared computer, i.e. Public library or workplace and cannot share any of the aforementioned with a previously registered account. This therefore also means that the player has to register personally. Furthermore, a player can only have one account. Any other accounts which a player opens with the company, or which are beneficially owned by the player shall be considered as duplicate accounts. We shall close any duplicate account/s consequent to the identification of the main account. If we close a duplicate account, deposits will be refunded, and all bonuses, free bets and winnings acquired using that duplicate account will be void and forfeited. If the amount in the duplicate account does not cover the amount to be refunded to us, we shall seek to recover the loss incurred directly from any other of your accounts.

3.8.2 A duplicate account is considered as such in any case where the account IP address, Personal details, payment account number, site cookies matches with an already existing account with the company.  

Here is a link for reference: https://1bet.com/pages/terms-and-conditions

In accordance with our policy, player's account has been closed and his wrongfully gained account balance has been redeemed and forfeited.

Our decision remains final and it's not a subject for further discussion.

We hope you will find this informative.

Kind Regards,

The1Bet Casino Team

That's not true.

I only opened 1 account.

What other account should I "match" with?

I have sent all the data necessary for verification and have also received payouts in the past. So why another account?

That being said, you can't just take my deposited money away from me. That would be theft and will be reported.

Das stimmt nicht.

Ich habe nur 1 Konto er?ffnet.

Mit welchem anderen Konto soll ich "übereinstimmungen" haben?

Ich habe alle zur Verifikation notwendigen Daten geschickt und in der Vergangenheit auch Auszahlunen erhalten. Weshalb also ein weiteres Konto?

Abgesehen davon k?nnen Sie mir nicht einfach mein eingezahltes Geld wegnehmen. Das w?re Diebstahl und wird zur Anzeige gebracht werden.

Hi all, thank you for your replies.

Dear 1Bet Casino Team,

Could you please send the evidence supporting your claims to my email address ([email protected])? Sensitive information can be blurred out.

We would like to ask 1Bet Casino to reply to this complaint or to send the email with evidence. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Lukas,

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. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority and submit a complaint here: https://validator.antillephone.com/validate?domain=1bet.com&seal_id=3d32ed27fba46bafbc46320d6176d44b818d8b0454945de228a0d8bce9b3f717f908af3cd24efd71c280090978228c2d&stamp=0df3b2a55a051c4c38125786a3a39220

Gaming authorities have better options and tools to help players, especially in cases like this one. Please let me know if you need help with filling the form or how the authority responded if you can manage to do this on your own ([email protected]). I wish I could be of more help.

Best regards,

Peter