1Bet Casino - La cuenta del jugador fue bloqueada.

The casino closed my account and sent me an email stating there were suspicions of fraud on 11/08/2023. I initially tried to reach out through their chat function, where they informed me the issue should be addressed via email. I replied to the email requesting clarification and offering my availability for any further information. Immediately, the casino responded quickly (on the same day), notifying me that they didn't have any more information, that they would be looking into my case, and would provide me with feedback soon. We exchanged some emails, all cordial conversations, but there was never a clear response from the casino's side. So, I sent another inquiry asking for an estimated response time, to which they again informed me that it would be soon. After a few email exchanges and limited clear responses, I submitted another email demanding more transparency so that I could understand what was happening. I have not received any response since then. The last response was on 11/08. After this, I attempted to reach them again through chat, but they only reiterated what they had previously said, with no further comment on the matter or their response timeline.

I had requested a withdrawal of R$3.400,00 which is still pending and there are active bets in progress.

My account has already been verified

I don't have more than one account, and nobody in my household uses the platform.

O cassino fechou a minha conta, e enviou um e-mail que informando que havia suspeita de fraude no dia 11/08/2023. Tentei contato primeiramente pelo chat, onde me informaram que o assunto deveria ser tratado via email. Respondi o email solicitando esclarecimento e informando que eu estava a disposição para qualquer esclarecimento. De imediato, o cassino me respondeu de forma rápida (no mesmo dia), informando que não havia mais informações, que estariam analisando o meu caso, e que, logo, me dariam um retorno. Houve alguma troca de e-mails, com conversas cordeais, mas sempre sem uma resposta clara do cassino, então fiz uma solicitação de prazo previsto para retorno, onde novamente me responderam somente que seria logo. Depois de algumas trocas de email e poucas respostas claras, enviei um novo e-mail cobrando uma transparência maior para que eu pudesse entender o que estaria acontecendo, e não fui respondido desde então. A última resposta foi no dia 11/08. Após isso, tentei contato pelo chat novamente, que apenas me respondeu o que ja havia sido respondido anteriormente, sem nenhum posicionamento sobre a causa ou sobre um prazo para responder.

Eu havia solicitado um saque de R$3.400,00 que estava pendente e havia apostas em andamento.

Minha conta ja havia sido verificada

Eu não tenho mais de uma conta, e ninguem na minha casa utiliza a plataforma

Dear Rudgsouza,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

Did you achieve your current balance with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The bets were pre-match sports (if there were any live bets I don't remember)

I didn't use any bonuses, only own resources

I don't have access to the account, but I have control of bets and results before closing.

As apostas foram esportivas em pré-jogo (se houve alguma aposta ao vivo eu não me recordo)

Não utilizei nenhum bônus, apenas recursos próprios

Eu não tenho acesso a conta, mas tenho um controle das apostas e resultados antes do fechamento.

Thank you for your reply, asamikot. As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Good morning. I am interested yes.

Bom dia. Tenho interesse sim.

Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.