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1Bet - The casino does not send copies of chat messages,no self-exclusion has been applied

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Slottica Casino Review.

Player's Complaint

I am writing to you in utter desperation. My story will surely be instructive for you too. I played on 1bet.com,where I won a very large amount,more than 250 thousand euros. It would have changed my life completely,I would never have to play again. I wanted to request a full payment from my account,but this is where the problems started. It turned out that there is a payout limit on the site. I was a VIP customer and could request a limit increase according to the terms of the contract.

This did not happen because 1bet.com was constantly taking time. I have asked several times to be told what happens if I close my account. Will I have access to the amount,what will be the payment method? Neither the chat nor the VIP manager responded. During those 5 days,I became depressed,vomited blood and was completely distraught that I would never receive this amount.

In my final desperation,I wrote to them that although I don't know what will happen to the amount,the withdrawal limit is so ridiculous that they would rather close my account.

Even though I followed the rules,1bet.com did not close my account,but redirected me to the VIP manager,who did not respond. Instead of helping me,the company did not comply with my request. Due to my gaming addiction,I played it again and played the entire amount in 24 hours.

1bet.com does not release the copies of the chat conversations for 1 month,even as required by law. Support and payment e-mail do not respond to any mail when I asked them.

Read the casino review

8 Responses

User icon
thepogg
October 1, 2022

Hi Helmehu - welcome to ThePOGG.com!

Did you at any time, before your loss, actually tell the operator that you had gambling addiction issues?

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 18k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

User icon
Helmehu
October 1, 2022

In order to be able to present exactly what happened, I need copies of the letters. Shouldn't they be required to publish it? I asked 13 times via chat and email in the last 1 month. Now my lawyer in Curacao is asking them, but I want to show everywhere what Bellona is doing with clients. I have already spoken to other victims.

If you don't answer elsewhere, I hope you do here, why couldn't they send a copy of the conversations in 1 month and why I don't get a reply to any e-mail?

User icon
Helmehu
October 1, 2022

In order to be able to present exactly what happened, I need copies of the letters. Shouldn't they be required to publish it? I asked 13 times via chat and email in the last 1 month. Now my lawyer in Curacao is asking them, but I want to show everywhere what Bellona is doing with clients. I have already spoken to other victims.

If you don't answer elsewhere, I hope you do here, why couldn't they send a copy of the conversations in 1 month and why I don't get a reply to any e-mail?

User icon
thepogg
October 1, 2022

Hi Helmehu,

The Freedom of Information/Privacy laws in Curacao are likely to be very weak. This is not a matter that we could assist you with.

How did you request your exclusion?

Thanks,

ThePOGG

User icon
Helmehu
October 5, 2022

Curaçao is a constituent country in the Kingdom of the Netherlands and its approach to data protection is influenced by the Netherlands. Indeed, the Ordinance is modeled on Act Implementing the GDPR, and sets out general principles governing the processing of personal data.

Casinos can do many things. There are two important boundaries. Issuance of copies of correspondence and player protection. They failed in both.

In accordance with the general terms and conditions, I requested the closure of my account on the 1bet.com chat.

User icon
thepogg
October 6, 2022

Hi Helmehu,

Curacao publicly apes various regulations put in place by legitimate regulatory agencies but does little to nothing to enforce them.

Can you please provide a copy of the chat where you requested your exclusion?

Thanks,

ThePOGG

User icon
thepogg
October 15, 2022

Hi Helmehu,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
October 22, 2022

Hi Helmehu,

If we haven't heard from you by Friday the 4th of November we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

Helmehu consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • 1Bet
  • Curacao
  • Bellona N.V.

September 29, 2022

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