1Bet Casino - La solicitud de cierre de cuenta del jugador se ha retrasado.

The casino won't close my account despite me sending multiple written requests via email. I no longer want to play there. But they still won't close it, stalling me even after several requests.

Das Casino schließt mein Konto nicht ob meine schriftliche Bitte dazu mehrfach per Mail gesendet wurde. Ich möchte da nicht mehr spielen. Aber sie schliessen es trotzdem nicht, halten mich hin, auch nach mehreren Aufforderungen.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Anonym46,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Please note that we are only able to assist with complaints related to account closure requests made due to gambling addiction or gambling-related harm.

If your reason for wanting to stop playing at this casino is simply a loss of interest or dissatisfaction with the website, this would not fall within the scope of our complaint resolution process. In such cases, you may simply stop visiting the casino website, and your account may eventually be closed due to inactivity, in accordance with the casino's policies.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello,

Thank you for your feedback. I have just requested self-exclusion from this casino and am waiting for a response.

Kind regards

Hallo,

vielen Dank für die Rückmeldung. Ich habe soeben den Selbstausschluss beantragt bei diesem Casino und warte auf die Antwort.

Freundliche Grüße

I applied for self-registration and still haven't received confirmation from 1bet.

Selbstanschlusd beantragt und immer noch keine Bestätigung von 1bet.

The casino is asking me again for the reason. I had already told them several times that I no longer want to play here.

Das Casino fragt mich erneut nach dem Grund. Ich hatte ihnen mehrfach mitgeteilt, dass ich hier nicht mehr spielen will.

Thank you for your replies.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings 1Bet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to 1Bet Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance.

Hello, thank you very much, the letter has been sent by email.

Hallo, vielen Dank das Schreiben idt per Mail raus

No feedback or response has been received from 1bet to date.

Bis dato keine Rückmeldung oder Antwort von 1bet erhalten.

Dear Anonym46,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear Anonym46,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from 1Bet Casino to join this conversation and assist in addressing the complaint.

Dear 1Bet Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

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

Anonym46

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. In the meantime, I recommend you contact an alternative dispute resolution service (https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. These services are approved by the Gaming Authority and have better options and tools to assist players. I am sorry I could not be of more help on this occasion.

Kind regards,

Munya

Casino Guru