1GoodBet - $40,000 Canceled from casino account

Ruling

Found for the Player - Despite our repeated efforts to contact 1GoodBet to discuss this issue we have received no response whatsoever from the operator.

Player's Complaint

1GoodBet Casino - Player's winnings were canceled.

Amount: Can$40,000

1GoodBet Casino

[EDIT]

1Goodbet

Agent

Sunday, 5 February 2023

Conversation #52516

Hello what happened to my $30 Thousand balance?

10:43 pm

Welcome to Live Chat of 1GoodBet, your request will be handled by the first available support agent. Thank you for your patience.

10:43 pm

[EDIT]

Hello dear [EDIT], welcome to our 1Good.Bet Live Chat. I will do my best to assist and guide you today. Please let me check your profile quickly, and I will get back to you right after.

10:43 pm

Yes I followed the rules even my real balance is gone.

10:44 pm

Is this Casino a scam?

10:45 pm

[EDIT]

Dear [EDIT], could you please provide us with a screenshot from your "My Bonuses" page?

10:46 pm

As for Real Money Balance, you requested an 8707 Withdrawal, which was approved. Also, after that, you continue playing.

10:52 pm

When

11:01 pm

OK I'll screenshot it

11:02 pm

[EDIT]

Dear [EDIT], your withdrawal request was confirmed today.

Also, could you please provide us with a screenshot from your Bonuses "Canceled" section?

11:03 pm

I didn't cancel anything on my side

11:04 pm

[EDIT]

Dear [EDIT], could you please provide us with two screenshots one from the "My Bonuses" and "Canceled" sections?

We need them to fully understand the problem and help you.

11:06 pm

We have not had any response from you in our conversation for a while, so we have decided to end the conversation. Please feel free to contact us again if you have any questions.

11:17 pm

Hello8

11:18 pm

[EDIT]

Yes, dear [EDIT], we are here. Could you please provide us with both screenshots?

11:19 pm

Yes

11:21 pm

11:23 pm

11:23 pm

11:24 pm

11:24 pm

OK these are what I have

11:24 pm

[EDIT]

Dear [EDIT], please let me check everything quickly, and I will get back to you right after.

11:25 pm

Yes ma'am

11:26 pm

[EDIT]

Dear [EDIT], as I can see you have two Canceled Bonuses. Unfortunately, after the cancellation Bonus and winnings from it is gone.

11:29 pm

So who canceled it?

11:30 pm

[EDIT]

Dear [EDIT], we can not Cancel any Bonus that our users have. It can be canceled by accident from your side.

11:32 pm

Well that didn't happen. What do you suggest I do? What would you do?

11:34 pm

[EDIT]

Dear [EDIT], let me check one more thing. I will try my best to help you.

11:36 pm

Dear [EDIT], could you please check your email?

11:41 pm

Anything you can do for me, please I live on the streets in [EDIT], it's hard for a Native. But I'll accept anything or nothing. Just another day.

11:41 pm

K

11:42 pm

[EDIT]

Dear [EDIT], is there anything else that I can help you with?

11:46 pm

We have not had any response from you in our conversation for a while, so we have decided to end the conversation. Please feel free to contact us again if you have any questions.

12:04 am

No problem, some kind of "error" too good tbt bye Dear [EDIT].

12:08 am

[EDIT]

If you need any further assistance, please do not hesitate to contact us again.

12:08

1GoodBet Casino

Casino representative

Thank you for your patience in waiting for the resolution of this issue.

With this message, we would like to inform you that in the time frame between 19.12.2022 and 12.01.2023, we had a significant issue regarding a series of no-deposit bonuses (including but not limited to ''Big Bass Bonanza 250 Free Spin'', ''250 Free Spin Bonus By promocode'' etc.) and a series of deposit bonuses in the time frame. The primary issue was caused by a third-party technology provider responsible for bonus mechanisms and game aggregation at 1good.bet.

We apologize for the issue mentioned above and are ready to resolve the matter individually with each player affected by the bonuses in the time frame. Therefore, we had refunded the players deposit value of $20CAD to his account.

Additionally, we have fixed the mentioned bonus errors. Due to the nature of the system fix the player had been automatically provided with an updated and fixed Free Spin bonus. Please note, that the player was free to cancel the Free Spins bonus from the player account and withdraw the disputed amount, however the player preferred to play

I didn't cancel anything from my end, the bonus rules changed after that. I just didn't think I would have to screenshot my every action.

The timeline was 250 free spins on 7 Monkeys

after that, they don't let you play your bonus from the spins without depositing so I deposited $20.

So there was the bonus attached to my $20 deposit. I won after the deposit.

The Statement from 1GOODBET chat support was a lie. I did no such thing. All I did was take a break from playing. I logged back on later, played a few spins then realized that I only had $7 left.

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