1Go Casino - La solicitud de retiro del jugador ha sido rechazada.

I registered on the site for the first time today. This gave me a bonus, which I used and won €44, wagered €1900 and then ended up with €300 in real money in my account. I can use the €300 as I please, so theoretically I could carry on playing. But I wanted to withdraw it, but the withdrawal was refused with reference to the terms and conditions section 10.6. and the reason that I had probably used this bonus several times. But that's impossible because I only registered today. My account is fully verified, bank details are all that is necessary and yet they refuse to pay me the amount. They insist that I have used the bonus several times without having made a deposit in between and are now demanding that I make a deposit equal to the wagered bonus money. But as I said, I only registered today and have therefore only had the bonus once. I then deposited another 10€ and won another 50€ with it and now they don't even want to pay me THAT.

Ich habe mich heute zum ersten Mal auf der Seite Registriert. Dadurch bekam ich einen Bonus, den habe ich genutzt und 44€ gewonnen, 1900€ umgesetzt und dann am Ende 300€ als Echtgeldguthaben auf dem Konto gehabt. Über die 300€ kann ich frei verfügen also könnte ich theoretisch weiter spielen. Ich wollte es aber auszahlen, die Auszahlung wurde abgelehnt mit dem Verweis auf die AGBs Abschnitt 10.6. und der Begründung das ich wohl mehrmals diesen Bonus genutzt habe. Aber das ist ja unmöglich da ich mich erst heute registriert habe. Mein Konto ist komplett verifiziert, Bankdaten alles was nötig ist und dennoch weigern sie sich mir den Betrag auszuzahlen. Sie beharren darauf, dass ich den Bonus mehrfach genutzt habe, ohne dazwischen eine Einzahlung getätigt zu haben und fordern mich nun auf eine Einzahlung in Höhe des umgesetzten Bonus Geldes einzuzahlen. Aber wie schon gesagt, ich habe mich heute erst registriert und den Bonus daher nur ein einziges Mal gehabt. Ich habe dann trotzdem noch 10€ eingezahlt und mit diesen auch nochmal 50€ gewonnen und selbst DAS wollen sie mir jetzt nicht auszahlen.

Dear fiowember,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if you currently have access to your casino account?
• Do I understand correctly that you played with a no-deposit bonus?
• Can you please post a screenshot of your bonus history here in this thread?

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,

Kristina

Hey, my account has now been blocked after what feels like 300 messages and 5 hours of live chat. I no longer have access but everything is documented.

Yes, it was a no deposit bonus of 50 free spins that was activated for me in the live chat. I made 44 euros from that. I had to turn that into 1999, which I easily managed in less than 2 hours. They obviously didn't expect that and then the drama started. I was supposed to deposit another 300 and bet that 3 times. I was stunned. I then deposited another 10 euros and made 63 from that. I currently have 363 euros on it. They don't want to pay out the winnings I made with my real money either.

Hey mein konto wurde nach gefühlten 300 nachrichten und 5 Std Dauer live chat jetzt gesperrt. Habe keinen Zugriff mehr aber alles Dokumentiert.

Ja es war ein bonus ohne Einzahlung 50 free spins der wurde mir im live chat freigeschaltet. Daraus habe ich 44 Euro gemacht. Diese musste ich zu 1999 umsetzen was ich in weniger als 2 Std locker geschafft habe. Damit haben sie wohl nicht gerechnet und dann ging das Drama los. Ich sollte weitere 300 einzahlen und das noch 3x setzen ich war fassungslos. Ich hatte dann nochmal 10euro eingezahlt und daraus 63 gemacht .aktuell sind 363 Euro darauf. Auch die mit meinen echten Geld erspielten Gewinn wollen sie nicht auszahlen.

I received this email at work and it clearly states that I cannot make a deposit but can use the credit, which would have been fine for me. In the chat it then says that the author of 1Go Casino made a typo. I feel like I'm in kindergarten, is the casino doing so badly?

Diese E-Mail erreichte mich auf der Arbeit für mich heißt es darin ganz klar das ich keine Einzahlung tätigen sondern das Guthaben verwenden kann was für mich auch dann ok gewesen wäre.IM chat heißt es dann der der Verfasser von 1Go Casino sich vertippt hätte. Ich fühle mich wie im Kindergarten geht's dem casino so schlecht?

Thank you very much for your reply, fiowember. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hey I sent it to you 🙂 LG fiona

Hey habe es dir gesendet 🙂 LG fiona

Thank you very much, fiowember, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you 🙂 very nice here great team

Dankeschön 🙂 sehr nett hier tolles Team

Hello fiowember,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite 1Go Casino to join the conversation.

Dear 1Go Casino,

Kindly provide me with any evidence supporting the alleged multiple claims for the no deposit / Free spin bonus, which the player should have done. Additionally, please forward me the player's full game log, including the bonus and deposit history, to michal.k@casino.guru to assess the course of events.

Thank you in advance.

Thank you very much 🙂

Vielen Dank 🙂

Hello, dear player and Casino Guru representatives!

In case of a repeated use of no deposit cumulative bonuses on the Company’s sites without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 EUR), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void.

I would like to note your attention to the fact that we take into account all projects within our company GALAKTIKA N.V.

The player's account is not currently blocked.

Due to the current circumstances, we are ready to refund the player the amount of his deposit, that is, 10 euros. 

Best regards,

1GO Casino

No, I never used a second bonus. I only received this deposit bonus and no other. What does another casino have to do with this? With my €10 deposit, I also made another €62 profit. I want all of my money.

In addition, you repeatedly pressured me to forgo the bonus in the chat. You said over and over again that I should forgo the bonus. My account is blocked. See email.

Nein ich habe niemals einen zweiten Bonus benutzt. Ich habe nur diesen einzahlungs bonus bekommen und keinen anderen. Was hat ein anderes Casino damit zu tun? Mit meinen eingezahlten 10 Euro habe ich zudem einen weiteren Gewinn von 62 Euro erzielt. Ich will mein komplettes Geld.

Zudem habt ihr mich immer wieder genötigt das ich auf den Bonus verzichten soll im Chat immer und immer wieder habt ihr gesagt verzichten sie auf den Bonus. Mein konto ist gesperrt. Siehe Email.

Here's the email about my account being blocked. I was able to log in again, all of a sudden.

Hier die Email mit der Sperrung meines Kontos. Jetzt konnte ich mich wieder anmelden auf einmal.

Dear 1Go Casino,

I have not yet received any documentation to substantiate the reported multiple claims for the no deposit / Free spin bonus, which the player should have done. Please send this to me at your earliest convenience. Furthermore, please also forward the player's complete game log, including both bonus and deposit history, to me at michal.k@casino.guru so that I can evaluate the situation thoroughly.

Yes, I'm curious about that evidence, because there won't be any. I did everything right.

I can also send the complete player log if I can.

Ja auf diese Beweise bin ich mal gespannt, denn so Beweise wird es nicht geben. Ich habe alles richtig gemacht.

Ich kann auch zusätzlich gerne noch das komplette Spieler Protokoll senden wenn ich das kann.

Just admit a mistake and that's it. A kindergarten like that costs 360 euros. I'd even be willing to forgo the 20% so we can get this done. Best, fio

Einfach mal einen Fehler zugeben und gut ist. Wegen 360 Euro so ein Kindergarten. Ich wäre sogar bereit auf die 20% zu verzichten damit wir das abschließen können. Lg fio

I also have one more question: Why can I gamble with my money? Why is it available to me?

It should be locked to another bonus. I can currently play with it normally, but why?

Of course, we all know why this is possible: 1. I'VE FULFILLED THE BONUS, AND 2. The casino is hoping I'll play the money back.... WELL, I haven't had any problems with any other casino (Jet, Starda, Izzi, Irqin, Dripp, or Legzo), even though they belong to the same chain. Deposits and withdrawals have been running smoothly for months. Only 1Go does such an unnecessary thing.

Eine Frage habe ich auch noch, warum kann ich mit meinen Geld spielen ? Warum steht es mir zur Verfügung?

Es müsste doch an einen weiteren bonus Gesperrt sein. Ich kann aktuell ganz normal damit spielen warum ?

Natürlich wissen wir alle warum das möglich ist 1. ICH HABE DEN BONUS ERFÜLLT UND 2. das Casino hofft das ich das Geld runterspiele.... NAJA ich habe mit keinen anderen Casino Jet,Starda,Izzi,Irqin,dripp,legzo keinerlei Probleme obwohl es der gleichen Kette angehört. Ein und Auszahlungen laufen seit Monaten Problemlos. Nur 1Go macht so eine unnötige Aktion.

Hello, dear Casino Guru representatives! We've messaged michal.k@casino.guru regarding a player's case.

Best regards,

1GO Casino!

How long has this been going on? Every six days? The fact is, I'm clearly in the right.

This is my very first account there, and my very first bonus. I've never had a second one, as the other side claims.

I just want my money, every cent, now. My husband and I are registered with all partner casinos and have never had any problems. Do I really need to hire a lawyer for something like this? Sad, sad, sad...

Wielange geht das denn jetzt ? Immer im 6 Tage Rytmus ?Fakt ist doch ganz klar das ich im Recht bin.

Es ist mein aller erstes Konto da, und mein aller erster Bonus. Habe nie einen Zweiten gehabt wie die gegenseite behauptet.

Ich will einfach mein Geld haben jeden Cent jetzt. Mein Mann und ich sind bei allen Partnern Casinos angemeldet und haben nie Probleme gehabt . Muss ich wirklich einen Anwalt nehmen wegen sowas ? Traurig 1 Go traurig....

Thank you for your email, 1Go Casino team. I have responded back with some additional questions.

Dear fiowember,

I have received evidence that you indeed claimed multiple no deposit/free spin bonuses without a real money deposit play between them across various casinos from the same group (GALAKTIKA N.V.). Even you confirmed that you played in Jet, Starda, Izzi, Irqin, Dripp, and Legzo Casinos, so strictly technically speaking, the casino team could have acted according to the rule 10.6. as mentioned in their bonus terms and conditions:

In case of a repeated use of no deposit cumulative bonuses on the company’s sites without making a cash deposit in the interval between using bonuses, the casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 €), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void.

On the other hand, this approach does not present the appropriate user experience, as in this particular case you have always registered with the same email address, so it is expected that the casino systems will automatically restrict the ability for you to claim no deposit or free spin bonuses until you make a real money deposit between them. In this particular case in 1Go Casino, this was your first no deposit/free spin bonus, and you did make a real money deposit later. I have shared my thoughts on the situation and what the next step in resolving it could be, so hopefully we can find a reasonable consensus.

The worst part about the situation is that the free spins were unlocked for me in the chat. That should never have happened. Furthermore, they're still urging me in the chat today to forgo the bonus and pay me 10 euros.

I was confirmed that I had made a profit of 30 euros with the 10 euros I deposited.

But I would only get my 10 euros back.

I'm open to any solution, and I've already outlined some. The fact that I invested and lost €1,500 in the partners in the last few days can also be taken into account when referring to the partners. 🙂

Das schlimme an der Situation ist das mir die Freispiele im Chat Freigeschaltet wurden. Das hätte doch dann niemals passieren dürfen. Zudem diesen drängeln auch heute im Chat Das ich auf den Bonus verzichten soll und sie mir 10 Euro auszahlen.

Mir wurde bestätigt das ich mit meinen eingezahlten 10 Euro 30 Euro Gewinn erzielt habe.

Aber ich würde nur meine 10euro wieder bekommen.

Ich bin zu jeder Lösung bereit,und habe ja auch schon welche aufgezeigt. Das ich in den letzten Tagen 1500 Euro in die Partner investiert habe und verloren habe kann ja auch mal berücksichtigt werden wenn man sich schon auf die Partner bezieht 🙂

Dear 1Go Team,

Have simply replied to your previous email:

But I will send it again to your email address.

Dear Casino Guru representative, for some reason, we don't see your reply. Is there a chance we can have a chat in Skype. Please let me know.

Best regards,

1GO Casino!

Hi everyone, Michal, I've sent you another email with all the screenshots. As I said, I'd be interested in any solution and would delete my review in return.

However, I have to note that when I register somewhere where my husband is also, the very first thing I do is go into the live chat and ask if it's okay for me to have my own profile. Only once I get the OK and my account is verified do I pay in. This has NEVER been a problem with any of my partners so far.

My husband hasn't been to 1Go Casino yet, so I didn't mention it in the live chat.

If you then REFER to the PARTNERS when it comes to the bonus just because the customer manages the impossible and converts 1990 euros then you shouldn't give this bonus in the first place.

Izzi blocked my account yesterday because of 1GO and then sent me an email saying my account was free again. I don't quite understand that either...

I've suggested several times that I'd like to keep my winnings from the €10 I deposited and forgo the bonus, which would only be €60. I'd like to receive a positive response.

best regards, Fiona

Hallo zusammen, Michal ich habe dir auch nochmal eine email mit allen Screnshots geschickt. Ich wäre wie gesagt an jeder Lösung intressiert und würde im gegenzug auch meine Bewertung Löschen.

Trotzdem muss ich anmerken,das ich wenn ich mich irgendwo Registriere wo mein Mann auch ist,als allererstes in den LIVE CHAT gehe und mnitteile ob das in Ordnung ist das ich auch ein eigenes Profil habe.Erst wenn ich das OK bekomme und mein Konto Verfiziert ist zahle ich ein. Das war bis jetzt bei allen Partnern NIE ein Problem.

beim 1Go Casino war mein Mann noch nicht deswegen habe ich das im Live Chat nicht mitgeteilt.

Wenn man sich dann auf die PARTNER BEZIEHT beim Bonus nur weil der Kunde das unmögliche schafft und 1990 euro umzusetzen dann sollten man diesen Bonus von anfang an gar nicht erst geben.

Izzi hat mein Konto gestern wegen 1GO Gesperrt und mir dann eine Email geschrieben das mein Konto wieder Frei ist .Verstehe ich auch nicht ganz...

Ich habe mehrmal vorgeschlagen das ich von mir aus nur meinen Gewinn mit meinen eingezahlten 10 euro haben möchte und dann auf den Bonus verzichten würde das wären nur 60 euro. Ich würde mir wünschen eine Positive antwort zu bekommen.

lg fiona

Dear Casino Guru representative, please check your Skype dm.

Best regards,

1GO Casino!

Dear 1Go Team,

I appreciate your efforts in working towards a solution for this matter.

Dear fiowember,

I have reached out to you via email and shared my thoughts on how this case can be addressed and am awaiting your response.

I agree

Thank you for your efforts. The €50 would have been my winnings anyway, which I made with my deposit, so this isn't a courtesy from the casino; it's their obligation, since it was my real money. Anyway, my €50 is better than nothing.

Dear Casino.Guru Team Thank you so much 🙂

I agree

Danke für deine Bemühungen. Die 50€ wären sowieso mein Gewinn den ich mit meiner Einzahlung getätigt habe deswegen ist das kein entgegenkommen des Casinos sondern ihre Pflich da es mein echtes Geld war. Naja meine 50 Euro sind besser als nichts.

Liebes Casino.Guru Team Thank you so Much 🙂

Dear player, we have thoroughly reviewed your case and discussed it directly with the Casino Guru representative as well as our management team. After careful consideration, we have decided to process a withdrawal of €50 as a goodwill gesture to address your concerns and improve your experience. You are welcome to submit a withdrawal request for this amount, and we will process it accordingly.

Best regards,

1GO Casino!

Goodwill? I won €65 in real money with my €10 deposit. That's the only reason you're paying it out. I can only advise everyone against 1Go.

Dear Casinoguru-.com team, thank you so much for your help! You were fantastic! The case is closed for me. I received 50 that belong to me anyway. See you soon and thank you.

Guter Wille ? Ich habe mit meiner Einzahlung 10€ , 65 € echtes Geld gewonnen. Nur deswegen zahlt ihr es aus. Ich kann jedem nur abraten von 1Go.

Liebes Casinoguru-.com Team vielen Dank für eure Hilfe ihr wart fantastisch ! Der Fall ist für mich erledigt 50 die sowieso mir gehören habe ich bekommen . Bis bald und danke

Dear 1Go Team,

Thank you for your cooperation in finding a reasonable resolution to this case.

Dear fiowember,

Thank you for your confirmation. While I'm pleased that our efforts contributed to a satisfactory resolution in this matter, and I completely respect your right to express your views on it, I must admit that I'm a bit taken aback by your last response. The disbursal of the €50 wasn't as obvious as you think. As I have informed you previously here and in my email to you, the casino team was technically in the right to act in accordance with rule 10.6. The deposit of €10 was done by you only because you wanted to withdraw the winnings from the free spins; it was not just a simple real money deposit without any "strings attached," because if it was, this situation would most likely not have occurred and you wouldn't submitting this complaint.

Technically you should have initially deposited €300 and wagered it 3x. So with this in mind, the offer of allowing you to receive the €50 without any further wagering is a reasonable resolution from my point of view.

I highly encourage you to take the time to read and understand the bonus rules prior to claiming any bonuses in any casino. Adhering to the bonus rules will significantly reduce the likelihood of encountering similar issues in the future. Furthermore, please note that at the moment you are required to make a real money deposit and play with those funds before you can claim any additional no-deposit bonuses or free spins and be able to withdraw any winnings from them at any GALAKTIKA N.V. casino.

If you are not sure about anything, please do not hesitate to reach out to the casino support for advice. It might be useful to inform your husband about this as well, as, like you mentioned, you use to play in the same casinos. So it's always better to be cautious.

With all this being said, I will now proceed to close this complaint as 'resolved' in our system. I would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru