Dear Serkan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that your winnings have been capped because of this term?:

"Customer’s maximum winning amount per day can’t exceed 100,000 euros."

Also, I apologize, but we have no capacity to go through all files from the provided link. Would you be so kind as to pick the most important evidence and forward it to [email protected]?

Looking forward to hearing from you.

Best regards,

Kristina

Hello Casino Gurus Team,

Hello Kristina,

in the meantime you have received a slimmed-down, compressed form of the facts from me, I hope you have received the e-mail.

Hallo Casino Gurus Team,

Hallo Kristina,

in zwischen haben Sie von mir eine abgespeckte komprimierte Form des Sachverhalts erhalten, ich hoffe, dass Sie die E-Mail erhalten haben.

Thank you very much Serkan for your reply. I would like to point out that we agree with you and we also think it is completely unfair for a casino to confiscate progressive jackpot winnings. We share our standpoint in Fair Gambling Codex:

"Win limits and progressive jackpots

The connection between win limits and progressive jackpots needs to be brought up too. Progressive jackpots work differently than regular casino wins. They are generally paid out by the game provider who has created the game on which the jackpot has been won, not by the casino in which a player has managed to win it.

After a progressive win, the game provider transfers the money to the lucky player, with the casino functioning as an intermediary. Therefore, it makes no sense (in most cases) for the casino to apply the win limit to these winnings. If they do this, they only send a portion of the money to the winner, and basically keep the rest. That's why some game providers sign agreements with casinos, based on which, the casino cannot withhold legitimate progressive winnings from the player but have to pay them out in full."

I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Serkan,

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.

We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear CasinoGuru representatives and Serkan,

Thank you for inviting us to this thread.

Since we've already made a statement and the player received a detailed explanation over emails, we're going to highlight the most important things as per our investigation.

As we informed the player on 12/11/2021, according to our website's general T&C, his gameplay was in breach as per section 3 - Account and personal information: Customer's maximum winning amount per day can't exceed 100,000 Euros. The following days were in the breach:

08/11 - player's winnings were 180 840 Euros

10/11 - player's winnings were 496 199 Euros

As a result of the above, a total of 433 441.15 Euros were redeemed from the player's account.

Our actions were strictly followed by our general T&C's, which you can find here: https://1bet.com/terms-and-conditions

Prior to creating your account at 1Bet, you've agreed to the Terms & Conditions, hence our actions are not a subject for further discussion and this decision remains final.

Kind Regards,

The 1Bet Casino Team

Dear 1Bet Casino Team,

Thank you for your reply. Unfortunately, it is unacceptable to keep the player's winnings won on a progressive jackpot. It doesn't matter what is stated in the casino's T&Cs, the progressive jackpots are paid by the game provider and the casino has absolutely no right to keep any part of it. If the casino is struggling financially, this situation can't be used to earn extra money. It's basically a definition of fraud. The player must get paid in full, there is no way around it.

Dear 1Bet Casino Team,

Thank you for your feedback. You phrased it so "nicely" with your feedback! everyone who reads your message thinks that you forfeited part of my winnings, but you confiscated the complete part of the winnings. My account balance is zero and currently blocked.

You cannot offer progressive slots on your website and if your customers win those jackpots / wins, keep them in their entirety. Your casino confiscated the money I won. You mention that you act strictly according to the terms and conditions, but you keep the money paid by the gaming operator for your own cash register. Monopoly paid out the money for me, so I risked my money and won. In my case, I think your terms and conditions play a subordinate role, since you disregarded something here or implemented it incorrectly in your terms and conditions. I first read the terms and conditions more closely when I made the mega win of 500,000 euros. Everyone who registers on a casino site assumes that progressive jackpots are paid, otherwise there is no point in providing progressive jackpot games! I also don't know of any other casino site that introduces such regulations at the expense of the customers. I have read through many terms and conditions from other casino sites in the meantime..

I believe that you are not acting according to the terms and conditions / licensing guidelines of game providers. Every game provider wants their players to be entertained and made money. You also damage the reputation of the Monopoly game from Evolution Gaming. People no longer trust casino game operators or casino sites when they act like this. I myself have lost confidence and fun in this industry, even though I've been playing for years.

On the other hand, there is the question of whether a casino operator can withhold progressive jackpots. If so, then I recommend removing all progressive jackpot games from your site or adjusting your T&Cs. This is definitely not the case for other customers with the casino games on your side.

I was also a VIP customer with your Company (See as well in selecbet, zodiacbet), in your "perfect terms and conditions" you say that VIP customers can get higher limits, but in my case I can't hear anything about VIP status anymore. I actually didn't want to play with you, your VIP account manager wrote to me for almost 2 to 3 months (see Whatsapp screenshots & audios) when I would like to deposit money again. I've been playing casino games for years, this is the first time something like this has happened to me in my life. I've also deposited a lot of money into sports betting and online casinos over the years, believe me. Among other things, this also includes the games from Evolution Gaming and Netent.

You might win that big once in your life, but then the casino comes along and takes all your winnings out of your hand.

I understand that you just don't want to get rid of 433,000 euros, but you were happy to collect the money when I won it in the game of Monopoly. This is not a regular jackpot, which you pay from your own cash register. You have not suffered any damage as a result of my winnings. A company that has been in business for over 10 years does not have to resort to such options. This will damage your reputation, you still have the opportunity to correct the error here...

Your terms and conditions as well as your system worked to my disadvantage, with you all customers are not entertained, but insidiously punished for participating in jackpot games. I'm sorry to put it that way. I would recommend you to improve your terms and conditions as well as your system. With these terms and conditions, no one can neither have fun nor win money with you. Your system kept me playing too, I can't help it if Evolution Gaming Casino rewarded me with such wins. I have not violated your terms and conditions here, the problem lies in your system and your incorrect or incomplete terms and conditions. You only noticed the error in your terms and conditions because a customer finally made such a large profit. See it as an opportunity to improve their service and accept your mistake.

There was no damage for you here, but you "won" a large sum through me and I will be punished for it!?

The Licensing Authority needs to thoroughly investigate your T&Cs, I hereby warn all customers who also play 1Bet Casino. Own your mistake and pay me off. See this as an opportunity to improve your system and terms and conditions. Nobody is perfect and mistakes happen, but I'm the disadvantaged person here and your casino collects 433,000 euros from me. Nobody can accept that!

Sehr geehrtes 1Bet Casino-Team,

vielen Dank für Ihre Rückmeldung. Sie haben das so "sch?n" formuliert mit Ihrer Rückmeldung! jeder der Ihre Nachricht liest, denkt, dass Sie mir ein Teil der Gewinne verstrichen haben, Sie haben jedoch den kompletten Teil des Gewinns beschlagnahmt. Mein Kontostand ist auf Null und derzeit gesperrt.

Sie k?nnen nicht auf Ihre Webseite progressive Jackpots anbieten und wenn Ihre Kunden diese Jackpots gewinnen komplett einbehalten. Sie haben das Geld was ich gewonnen habe beschlagnahmt. Sie erw?hnen, dass Sie strikt nach den AGB handeln, aber das Geld, was vom Spielbetreiber bezahlt wurde, behalten Sie selbst für Ihre eigene Kasse. Monopoly hat das Geld für mich ausbezahlt, ich habe damit mein Geld riskiert und gewonnen. Ich denke in meinem Fall spielt Ihre AGB eine untergeordnete Rolle, da Sie hier was missachtet haben bzw. falsch umgesetzt haben in Ihrer AGB. Ich habe erste mal die AGB genauer gelesen, als ich den Mega Gewinn von 500 000 Euro gemacht habe. Jeder der sich auf einer Casino Seite anmeldet geht davon aus, dass progressive Jackpots bezahlt werden, sonst macht das bereitstellen von progressiven Jackpot Spielen keinen Sinn! Ich kenne auch keine andere Casino Seite, die solche Regelungen einführt auf Kosten der Kunden. Ich habe in zwischen viele AGB von anderen Casino Seiten durchgelesen..

Ich bin der Meinung, dass Sie nicht nach den AGB / Lizenz Vergaberichtlinien von Spielanbietern handeln. Jeder Spielanbieter m?chte seine Spieler unterhalten und Geld verdienen lassen. Sie sch?digen damit auch den Ruf des Monopolys Spiels aus dem Hause Evolution Gaming. Die Leute vertrauen nicht mehr den Spielbetreibern von Casino Spielen bzw. den Casino Seiten, wenn Sie so handeln. Ich selbst habe das Vertrauen sowie den Spa? in diese Branche verloren, obwohl ich schon seit Jahren spiele.

Auf der anderen Seiten ist die Frage, ob ein Casino-Betreiber progressivce Jackpots einbehalten kann. Wenn das so ist, dann empfehle ich auf Ihrer Webseite alle progressiven Jackpot Spiele zu entfernen oder Sie sollten Ihre AGB anpassen. So geht das definitiv für andere Kuden mit dem Casino Spielen nicht weiter auf Ihrer Seite.

Au?erdem war ich bei euch VIP-Kunde, in ihrer "perfekten AGB" teilen Sie mit, dass VIP-Kunden h?here Limits erhalten k?nnen, in meinem Fall ist aber von VIP- Status nichts mehr zu h?ren. Ich wollte bei euch eigentlich nicht spielen, Ihr VIP Account Manager hat mich fast 2 bis 3 Monate lang angeschrieben (siehe Whatsapp Screenshots & Audios), wann ich wieder Geld einzahlen m?chte. Ich Spiele seit Jahren Casino, sowas passiert mir das erste mal in mein Leben. Ich habe auch viele Gelder in Sportwetten und Online Casinos einbezahlt über die Jahre, das k?nnen Sie mir glauben. Unter anderem geh?ren dazu auch die Spiele von Evolution Gaming sowie Netent.

Man gewinnt einmal in sein Leben vielleicht so einen hohen Gewinn, aber dann kommt das Casino und nimmt dir dein kompletten Gewinn aus der Hand weg.

Ich verstehe Sie, dass Sie einfach 433 000 Euro nicht loswerden m?chten, allerdings haben Sie das Geld auch gern kassiert, als ich es im Spiel Monopoly gewonnen habe. Es handelt sich hier nicht um einen regul?ren Jackpot, was Sie aus Ihrer eigene Kasse bezahlen. Für Sie ist durch mein Gewinn kein Schaden entstanden. Eine Firma, die seit über 10 Jahren im Gesch?ft t?tig ist, muss nicht auf solche Optionen ausweichen. Das sch?digt Ihren Ruf, Sie haben hier noch die M?glichkeit, den Fehler zu korrigieren...

Ihre AGB sowie Ihr System hat zur mein Nachteil funktioniert, bei euch werden alle Kunden nicht unterhaltet, sondern für die Teilnahme an Jackpot Spielen hinterlistig bestraft. Es tut mir leid das so zu formulieren. Ich würde Ihnen empfehlen Ihre AGB sowie Ihren System zu verbessern. Mit dieser AGB kann bei euch keiner weder Spa? haben noch Geld gewinnen. Auch Ihr System hat mich weiterspielen, lassen ich kann nichts dafür, wenn das Casino von Evolution Gaming mich mit solchen Gewinnen belohnt hat. Ich habe hier keine Verst??e gegen Ihrer AGB gemacht, das Problem liegt in Ihrem System sowie ihre fehlerhaften bzw. unvollst?ndigen AGB. Der Fehler In Ihren AGB ist Ihnen auch nur aufgefallen, weil endlich ein Kunde so einen hohen Gewinn erzielt hat. Sehen Sie als eine M?glichkeit ihren Service zu verbessern und akzeptieren Sie Ihren Fehler.

Für Sie ist hier kein Schaden entstanden, sondern Sie haben durch mich eine hohe Summe "gewonnen" und bestraft werde ich dafür!?

Die Lizenzbeh?rde muss Ihre AGB grundlegend untersuchen, ich warne hiermit alle Kunden, die auch 1Bet Casino spielen. Stehen Sie zu Ihrem Fehler und zahlen Sie mich aus. Sehen Sie das als eine Chance Ihr System sowie Ihre AGB zu verbessern. Nobody ist perfekt und Fehler passieren, jedoch bin ich hier die benachteiligte Person und Ihr Casino kassiert durch mich 433 000 Euro ein. Sowas kann keiner akzeptieren!

We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

In the meantime I noticed that 1bet has changed or adjusted its terms and conditions.

"Customer's maximum winning amount per day (of any type or kind) can't exceed €100,000."

In zwischen ist mir aufgefallen, dass 1bet seine AGB ge?ndert bzw. angepasst hat.

"Customer’s maximum winning amount per day (of any type or kind) can’t exceed €100,000."

Dear Peter,

We like to inform you that our statement is final and it's not a subject for further discussion.

All the information, related to this case was already being provided by email to the player.

Kind Regards,

The 1Bet Casino Team

Hi Peter,

I haven't received a single email since November 15, 2021.

Hallo Peter,

ich habe seit dem 15. November 2021 keine einzige E-Mail erhalten.

Dear 1Bet Casino Team,

After a closer review of the game, I admit that the Monopoly Live game isn't a progressive jackpot game as the player is convinced. However, what happened to all the winnings? Why is his account blocked? If there is a win limit per day of €100000, why can't the player withdraw his winnings?

Dear Peter,

Thank you for your update.

We're working on providing a statement following your last comment.

Kind Regards,

The 1Bet Casino Team

Dear CasinoGuru representatives and Serkan,

We are still waiting for an update from our high management, regarding this case.

As soon as we have more information, we'll make sure to let you guys know first.

Kind Regards,

The 1Bet Casino Team

Dear CasinoGuru representatives and Serkan,

Our Compliance Team is currently investigating the case.

As soon as we have updates, we'll make sure to update you immediately.

Kind Regards,

The 1Bet Casino Team

Dear 1Bet Casino Team,

Has there been any news?

We are extending the timer as per the player's request and ongoing discussions with the casino outside this thread.

Hello,

I would like a statement from 1bet, regardless of the VIP question, what's going on with my remaining winnings now, if 1bet is cooperative enough, I would be happy with 238,000 euros, after all I was allowed to earn a maximum of 100k a day. 1bet's calculation is not acceptable if you cancel all my winnings. I won different amounts over several days, totaling 238,000 euros (without VIP).

(I will deliberately omit the VIP question if we find a solution - Although I received a VIP offer from you, you deny that I was never a VIP - I found 1bet's statement regarding VIP extremely unfair - My screenshots regarding VIP were simply rejected and the terms and conditions were subsequently changed/adjusted)

Hallo,

ich m?chte von 1bet eine Stellungnahme unabh?ngig von der VIP-Frage was jetzt mit meinen restlichen Gewinnen los ist, wenn 1bet kooperativ genug ist, w?re ich bereit mit 238 000 Euro zufrieden, schlie?lich durfte ich am Tag maximal 100k verdienen. Die Kalkulation von 1bet ist nicht akzeptabel, wenn Sie mir alle meine Gewinne streichen. Ich habe an mehreren Tagen unterschiedliche Summen gewonnen, die in der Summe 238 000 Euro (Ohne VIP) betragen.

(Die VIP Frage lasse ich bewusst weg, wenn wir eine L?sung finden - Obwohl ich VIP-Angebot von Ihnen erhalten hatte, verneinen Sie, dass ich nie VIP war - Die Stellungnahme von 1bet bezüglich VIP fand ich extrem unfair - Meine Screenshots bezüglich VIP wurden einfach abgelehnt und die AGB wurden nachtr?glich ver?ndert/angepasst)

Dear Mr. G*****,

Apologize for the late reply on the CasinoGuru platform.

Please, do keep in mind that our VIP club can be obtained only after an official invitation via email to our players.

As per our T&C's point, 8.19 - "1Bet could offer VIP service to certain loyal customers for a certain period of time. VIP membership could be gained only upon official invitation. 1Bet has the right to discontinue the VIP service at any time at its sole discretion."

In the screenshots that you provide, it is noticeable that the email address used is from our regular support email, and the logo used by us is also the regular support one. For our VIP members, we do have specially dedicated channels for communication, where the abbreviation VIP is always present in the title, in our emails, and in signatures.

As per our official records, you haven't been invited to join our VIP services by any official communication channel. Please, do also keep in mind that all regular emails with special bonuses and other services are also being sent in order to provide you with a variety of different services, by doing so, you received a glimpse of the services that can be provided to VIP members as well.

Having that in mind, it's not a subject for different scenarios, even if you were a VIP player, there's still a maximum amount of winnings, and it is not per definition a higher amount than what was mentioned in our official T&C's.

We can also confirm that you've withdrawn all winnings and you haven't been logged in to your account since 29/04/2022.

We believe that we've provided enough proof during the whole process and we considered the case closed.

Kind Regards,

The 1Bet Casino Team

Dear casino team,

According to point 8.19 of our T&C – "1Bet may offer VIP service to certain loyal customers for a certain period of time. A VIP membership can only be purchased by official invitation. 1Bet has the right to discontinue the VIP service at any time at its sole discretion."

At the time of my registration and during my playing time, paragraph 8.19 was not in any terms and conditions, I have screenshots of the terms and conditions from the past. In the course of our correspondence with Mrs. Drommond, you have constantly adjusted your terms and conditions, I have proof of this. Both videos and screenshots. You can count on me having all the screenshots and videos of your terms and conditions. They would be right if that had been stated in their terms and conditions beforehand. But that was definitely not the case. Otherwise I would have been informed about it and would not have complained about VIP question for weeks, I read your terms and conditions the whole time. You could have mentioned that much earlier in correspondence with Mrs. Drommond, but you only made it up after I sent the screenshots with VIP.

What is noticeable in the screenshots you provided is that the email address used is from our regular support email and the logo we use is also that of regular support. For our VIP members we have specially set up communication channels in which the abbreviation VIP is always present in the title, in our emails and in signatures.

You cannot send me offers whose terms state that the offer provided is only for a limited number of VIP members and then emphasize that you were not messaged through the VIP channels. If you don't see me as a VIP, why did your VIP Account Manager message me or why did I receive this VIP offer via email?

According to our official records, you have not been invited to our VIP services by any official communication channel. Please also remember that all regular emails with special bonuses and other services are also sent to offer you a variety of different services, giving you a glimpse of the services that can be offered to VIP members as well.

That would be true if you had told me that in good time at the time, that was not the case and it was not stated anywhere that it is only an insight into the services of the VIP. Their VIP account manager wrote me for weeks via Whatsapp and made me the VIP offer official via email (see screenshots "This offer is only available for a limited number of VIP members"), as I mentioned above, it stood nowhere inside with the invite by the time of the complaint.

With that in mind, it is not a subject for different scenarios, even if you were a VIP player there is still a maximum win amount and it is by definition no higher amount than what has been mentioned in our official T&Cs.

When your VIP account manager wrote to me, I told him twice that the bet and winnings limits were too limited, he wanted to look for a solution and said he would get back to me, but he didn't do it when I paid the high amount have paid in. While there is no official win limit adjustment, I would like to mention how pushy the VIP advisor was, I feel cheated/tricked in this regard. Your terms and conditions state that VIP customers can receive higher limits. However, no further details are given. How is the customer supposed to know?

I'm trying to find a solution here. How you treated me with VIP is evident in the evidence. Your employees or companies first make me feel like I'm a VIP with you and when I make big profits, I'm suddenly a normal customer.

I can log in all the time, but my account is still locked. I paid you twice.

Their evidence is based on claims that are not regulated anywhere and are made known afterwards. You have also changed the terms and conditions. My evidence documents are made irrelevant by your new terms and conditions.

The calculation made by your company is still unacceptable. Winnings are taken into account per day, losing is allowed. But the profits from the excess amounts were deducted from my account total balance. You have to take them off every day, that's what it says inside.

If your terms and conditions have a win limit of 100k per day, then I can win 100k that day. However, you cannot deduct the remaining amounts over 100k from my total balance.

If you look at the winnings individually per day, I am entitled to an amount of €236,048.90 without VIP.

Sehr geehrtes Casino Team,

Gem?? Punkt 8.19 unserer AGB – ?1Bet k?nnte bestimmten treuen Kunden für einen bestimmten Zeitraum einen VIP-Service anbieten. Eine VIP-Mitgliedschaft kann nur auf offizielle Einladung erworben werden. 1Bet hat das Recht, den VIP-Service jederzeit nach eigenem Ermessen einzustellen Diskretion."

Zum Zeitpunkt meiner Anmeldung und w?hrend meiner Spielzeit, stand das mit Paragraph 8.19 in keiner AGB, ich habe Screenshots von der AGB aus der Vergangenheit. Sie haben im Laufe unserer Korrespondenz mit Mrs. Drommond, st?ndig Ihre AGB angepasst, ich habe Beweise hierfür. Sowohl Videos als auch Screenshots. Sie müssen damit rechnen, dass ich alle Screenshots und Videos von Ihrer AGB habe. Sie h?tten Recht, wenn das vorher in ihrer AGB gestanden h?tte. Das war aber definitiv nicht der Fall. Sonst w?re ich davon informiert und h?tte mich wochenlang nicht wegen VIP-Frage beschwert, ich habe Ihre AGB die ganze Zeit durchgelesen. Sie h?tten, dass auch in der Korespondenz mit Mrs. Drommond viel früher erw?hnen k?nnen, haben Sie aber erst erfunden, nach dem ich die Screenshots mit VIP gesendet habe.

In den von Ihnen bereitgestellten Screenshots f?llt auf, dass die verwendete E-Mail-Adresse von unserer regul?ren Support-E-Mail stammt und das von uns verwendete Logo auch das des regul?ren Supports ist. Für unsere VIP-Mitglieder haben wir speziell eingerichtete Kommunikationskan?le, in denen die Abkürzung VIP immer im Titel, in unseren E-Mails und in Signaturen vorhanden ist.

Sie k?nnen mir nicht Angebote schicken, in dessen Konditionen es geregelt ist, dass das bereitgstellte Angebot nur für eine begrenzte Anzahl an VIP-Mitgliedern ist und danach betonen, dass Sie nicht durch die VIP-Kan?le angeschrieben wurden. Wenn Sie mich nicht als VIP sehen, warum hat mich Ihr VIP Account Manager angeschrieben oder warum habe ich dieses VIP-Angebot per E-Mail erhalten?

Gem?? unseren offiziellen Aufzeichnungen wurden Sie von keinem offiziellen Kommunikationskanal zu unseren VIP-Services eingeladen. Bitte denken Sie auch daran, dass alle regul?ren E-Mails mit Sonderboni und anderen Dienstleistungen auch gesendet werden, um Ihnen eine Vielzahl verschiedener Dienstleistungen anzubieten, wodurch Sie einen Einblick in die Dienstleistungen erhalten, die VIP angeboten werden k?nnen auch Mitglieder.

Das würde so stimmen, wenn Sie mir das auch rechtzeitig zum damaligen Zeitpunkt genannt h?tten, das war nicht der Fall bzw. es stand nirgends drinnen, dass es nur ein Einblick in die Dienstleistungen des VIPs ist. Ihr VIP Account Manager schrieb mir wochenlang über Whatsapp und machte mir das VIP-Angebot offiziell per E-Mail (siehe Screenshots "Dieses Angebot ist nur für eine begrenzte Anzahl an VIP-Mitgliedern verfügbar"), wie ich oben schon erw?hnt habe, stand das mit der Einladung bis zum Zeitpunkt der Beschwerde nirgends drinnen.

In Anbetracht dessen ist es kein Thema für verschiedene Szenarien, selbst wenn Sie ein VIP-Spieler waren, gibt es immer noch einen maximalen Gewinnbetrag, und es ist per Definition kein h?herer Betrag als der, der in unseren offiziellen AGB erw?hnt wurde.

Als Ihr VIP-Account Manager mich angeschrieben hatte, habe ich Ihm 2 mal mitgeteilt dass die Einsatz- und Gewinnlimits zu beschr?nkt sind, er wollte hierfür nach einer L?sung suchen und meinte er würde sich zurückmelden hat er aber nicht gemacht, als ich den hohen Betrag einbezahlt habe. Es gibt zwar keine offizielle Anpassung des Gewinnlimits, ich m?chte es trotzdem erw?hnen, wie aufdringlich der VIP-Berater war, ich fühle mich in der Hinsicht betrogen bzw. ausgetrickst. In Ihrer AGB steht, VIP Kunden k?nnen h?here Limits erhalten. Weitere Details sind aber nicht genannt. Woher soll das der Kunde wissen?

Ich versuche hier eine L?sung zu finden. Wie Sie mich mit VIP behandelt haben ist in den Beweismateralien offensichtlich. Ihre Mitarbeiter bzw. Unternehmen geben mir zuerst das Gefühl, dass ich bei euch VIP bin und wenn ich hohe Gewinne erziele, bin ich pl?tzlich ein normaler Kunde.

Ich kann mich die ganze Zeit einloggen, aber mein Account ist nach wie vor gesperrt. Ausbezahlt hatte ich zweimal bei euch.

Ihre Beweise beruhen auf Behauptungen, die nirgends geregelt sind und im Nachhinein bekannt gemacht werden. AGB haben Sie auch ge?ndert. Meine Beweisdokumente werden durch Ihre neuen AGB unwichtig gemacht.

Die Kalkulation wie von Ihrer Firma gemacht wurde, ist nach wie vor inakzeptabel. Gewinne werden pro Tag berücksichtigt, verlieren ist erlaubt. Aber die Gewinne der überbetr?ge wurden in der Summe von meinem Account Gesamtguthaben abgezogen. Die müssen Sie doch t?glich abziehen, so steht das drinnen.

Wenn in Ihrer AGB ein Gewinnlimit von 100k pro Tag ist, dann darf ich an diesem Tag 100k gewinnen. Sie k?nnen aber nicht die Restbetr?ge über 100k von meinem Gesamtguthaben abziehen.

Wenn Sie die Gewinne einzeln pro Tag betrachten steht mir ein Betrag von 236.048,90 € ohne VIP zu.

Here are the balance sheets in the casino section:

Won 10,904.60 euros on November 6th, 2021 - I am fully entitled to this amount

Won 18,750.00 euros on November 7th, 2021 - I am also entitled to this amount in full

Won 180,840 euros on November 8th, 2021 - I am entitled to this amount up to 100,000 euros. According to the terms and conditions, they can keep the excess amount of 80,840 euros

Lost 163,250.00 euros on November 9th, 2021 - You can keep the money because I lost

Won 496,199.00 euros on November 10th, 2021 - I am entitled to this amount up to 100,000 euros. According to the terms and conditions, you can keep the excess amount of 396,199.00 euros

Won 6,394.30 euros on November 11th, 2021 - I am fully entitled to this amount

Lost EUR 74,671.00 on November 12, 2021 - You can keep the money because I lost

In total, that would be €236,048.90. With this amount I am satisfied and the case is closed forever.

Hier finden Sie die Bilanzen im Casino-Bereich:

Am 06.11.2021 10.904,60 Euro gewonnen - Dieser Betrag steht mir vollst?ndig zu

Am 07.11.2021 18.750,00 Euro gewonnen - Dieser Betrag steht mir ebenso vollst?ndig zu

Am 08.11.2021 180.840 Euro gewonnen - Dieser Betrag steht mir bis zu 100.000 Euro zu. Der überbetrag von 80.840 Euro k?nnen die laut AGB behalten

Am 09.11.2021 163.250,00 Euro verloren - Das Geld k?nnen Sie behalten, da ich verloren habe

Am 10.11.2021 496.199,00 Euro gewonnen - Dieser Betrag steht mir bis zu 100.000 Euro zu. Der überbetrag von 396.199,00 Euro k?nnen die laut AGB behalten

Am 11.11.2021 6.394,30 Euro gewonnen - Dieser Betrag steht mir vollst?ndig zu

Am 12.11.2021 74.671,00 Euro verloren - Das Geld k?nnen Sie behalten, da ich verloren habe

In der Summe w?ren das 236.048,90 €. Mit diesem Betrag bin ich zufrieden und der Fall ist für immer geschlossen.

Hi all,

Thank you for your replies.

Dear 1Bet Casino Team,

If the amounts of winnings from the 6th of November to the 12th of November are correct as described by Serkan, the payment of €236,048.90 is due for this period of time. If you want to apply a win limit, it has to be applied correctly. How much did he get paid so far?

Dear CasinoGuru representatives,

Thanks for your update.

We would like to inform you that additional information cannot be provided, as the discussion is currently open with the player, us, and the licensor. We believe that we've provided enough evidence and information and believe that there's no need for parallel discussion.

The licensor is in touch with the player and we remain at their disposal for any additional information.

Our relevant departments have been cooperative enough at this stage and everyone on our team is trying to help the player to resolve his case.

Kind Regards,

The 1Bet Casino Team

Hi Peter,

I was paid a total of 9,950 euros by 1bet. This amount is already included in my listing. There is nothing to hide when it comes to payouts. Casino Guru is a platform for the public.

Hello 1bet,

as listed above, I ask and insist on the credit of 236,048.90 euros. I accommodate you with this and expect the same from you.

Kind regards

Serkan (FAIR GAMBLING)

Hallo Peter,

mir wurden insgesamt von 1bet 9.950 Euro ausbezahlt. Dieser Betrag ist in meiner Auflistung bereits berücksichtigt. Bezüglich der Auszahlungen gibt es nichts zu verbergen. Casino Guru ist eine Plattform für die ?ffentlichkeit.

Hallo 1bet, 

wie oben aufgelistet bitte und bestehe ich auf die Gutschrift über 236.048,90 Euro. Ich komme euch damit entgegen und erwarte das auch von eurer Seite. 

Mit freundlichen Grüssen 

Serkan (FAIR GAMBLING)

Dear Mr. ******,

Thanks for your update.

As we mentioned in our previous update, we're at your disposal for anything additional, regarding your case.

We remain available to you and the official licensor, where the communication is currently ongoing.

We would do everything from our end to help you, In the process of resolving the case.

Kind Regards,

The 1Bet Casino Team

Hi all,

Thank you for your replies.

Dear 1Bet Casino Team,

You actually didn't provide any relevant evidence or explanation of the whole situation. Did Serkan hit those winnings as he described? If so, why did you pay him €9,950 instead of  €236,048.90? This has nothing to do with his VIP status. We need a clear and detailed explanation of how much he won and how you applied the win limit. If it wasn't applied correctly, the player has to get paid the rest of the winnings. You can't just confiscate €226,000 for no reason.

Hello all,

Unfortunately, I didn't receive any relevant information on how exactly the daily win limits were applied to the player's account. From the information I have so far, it seems that the daily win limits weren't applied correctly every day but somehow later on. The complaint will become unresolved. The casino has the right to request a reopen but has to provide all necessary information.

Dear Serkan,

I'm afraid I can't help you with this one. The casino seems to have made its decision. If the casino changes its position we will reopen the complaint and you will be notified by email. Please let me know if you make any progress with the Curacao Gaming Authority ([email protected]). I wish I could be of more help.

Best regards,

Peter