Complaint #3 1ACasino

Ignoring self-exclusion request, enticing me to keep playing instead

By Lusine A.

7 years ago

I got registered with 1acasino on 22nd of May 2019.
Deposited and lost big amount. I have addiction to gambling so I cant control.
Same day I realized I again lost control and wanted to self exclude.
Attached see email sent to [email protected]

After one week I received a promotional email so I tried to login and it worked. Got tempted and deposited in total EUR 2700 and lost. I wanted to send email to self exclude and discovered I already did a week ago but my account kept active.

Attached please find
Email sent to 1acasino to close my account clearly mentioning I have sickness in gambling Dated 22/05/2019
Email received promoting to deposit from 1Acasino on 29/05/2019
Skrill transaction deposits to 1acasino for period 29-30/05/2019

Thanks
Regards
La

Disputed Casino 1ACasino

Reason Other

Amount €2700

Discussion

AskGamblers

• Support Team

7 years ago

Unfortunately, both sides involved in this dispute did not manage to reach a satisfactory resolution. We recommend to player to forward this issue in front of the relevant regulatory body directly. AskGamblers Complaints Team will comply with the regulator's final decision. Until then this complaint is closed and considered as Unresolved.

Lousine888

• Cyprus • 1 reviews

7 years ago

You are becoming too funny 1acasino.

I will make sure to raise the issue with the authorities as well.

Askgamblers team, you can close the case as not resolved. They are only talking unethical way about me with is disappointing. At least let other players see the real face of them and not to open account with them. Fighting with facts are at no result.

1ACasino

• Representative

7 years ago

Dear Lusine and Askgamblers,

since we are turning around and around.
We did not received the mail and the player had the chance via online chat to check this issue before she deposits, but she did not.
So in all in all it might be some tactic to grab money from casinos… if i win i grab the winnings if not doing some tricks to make it „account closure for gambling addiction“ issue and trying to get the money back.
Since this player has created her askgamblers account only for complaining on us at might be possible that she allready did this several times under another username.

Lousine888

• Cyprus • 1 reviews

7 years ago

Dear 1Acasino,

Thanks for reopening the complaint.

Kindly do not further discuss or bring assumptions.

Either revert that EUR 2700 are refunded to deposit source or just revert you are not willing to pay so I know the further actions.

Lusine

1ACasino Complaint Stats

Resolved 11 / 19

Avg. Amount $1,547

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

1ACasino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 11 out of 18 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

1ACasino Complaints

See all complaints for this casino

No payment or contact

6.4.2020
I registered into www.1acasino.com casino. That same day I made my first deposit 100€, using Zimpler.
I played Mythic maiden slots and finally I withdrawal 500e, into my bank account. After that withdrawal I send my documents (driver licesce, screenshot of Zimpler payment and bill is my address info) into email [email protected].

8.4.2020
I send better picture of my passport.
And another email where I ask "Is my documents and withdrawal ok now?"

9.4.-3.5.2020
I have send severals emails.
- Is my withdrawal ok?
- Can you tell me is my docs ok and when I will get my winnings into my bank account?
- Can you please answer me... Do i get my winnings?
- (they send me a bonus offer and I reply) Nice bonus, but pls can you pay my winnings
- Can you please tell me, why you dont pay my winnings
- When you will pay my winnings?
- Is my docs ok?
I have never get any answers back.
I have also contact their chat. Chat person always say that they are only for technical issues. I have taken screenshots of those chats.

Email address where I have send my emails is:
- [email protected]
- [email protected]

Unresolved

€500

Verification issues and delayed payment

Hello

I have been waiting for my verification since Thursday, March 19th, where I sent all my documents the first time.

I requested a withdraw on 1520€ the same day, so I have been waiting for more than two weeks on
both my verification and my withdraw..

It's is impossible to get in tough with the office, and they don't answer my mails. The Live chat supporter tells me that he/she only is
chat supporter and can't do anything about it, and that I just have to wait for confirmation from their office...

I hope you can help me reach 1acasino, and that they will verify and complete my withdraw asap :)

Regards

Unresolved

€1,520

Verification check goes for too long

Hello. I am writing to inform you that I have problems with the 1acasino. I can 't get my withdrawal.

On January 31, I received a request from the casino that I should provide documents. I sent my documents the same day.

On February 2, I wrote to support to know information about verification of my account. I didn 't get an answer.

On February 8, I contacted the chat and was informed that I would soon receive an answer.

On February 16 and February 18 I wrote again in support. I didn 't get an answer again.

On February 19, I was told in a chat that the verification would be finish soon.

On February 24, I turned in support and they ignored me. My patience was over. The casino is being dishonest.

I don 't think casino support is going to answer me. Perhaps you can influence them. I need it. The amount of my winnings is significant to me. It is €1383.

Unresolved

€1,383

It is unclear what happens with verification and delay with the withdrawal

Hello.

I sent my documents for verification on January 23. After the first game.

After that, I contacted the casino on several times. I wrote in support. I didn 't get an answer.

I can 't get the money, I don 't know the status and result of the verification.

I suspect the casino has seized and holding my funds illegally. They ignore the client and deprive me of my rights as a consumer. I 'm angry and upset. Please contact them and help me.

Unresolved

€921

Delayed payment for 3 weeks

Hello everyone.

I made a withdrawal of 800€ 3 weeks ago. I have contacted 1acasino live chat twice. Last time was 07.11.2019 and the support told me that he will check things out. The support before that told me the same thing and that they will contact me later, but I have heard nothing from them. I am making this complaint to make things faster. 3 weeks without any contact is not okay.

Rejected

Delayed payment since 250819, support don't reply to emails

Hi there!

Made a withdraw for 500€ for soon 3 months ago on 1acasino.com. (I am ofc verifyed on 1acasino.com)

I have sent about 10 emails, and talked to the tech support "Robert" in the live chat once a week for soon 3 months.

He says he only deal with tech issues, and he sending a message to the finance side.

But they never get back to me, and they dont replay on my emails.

I have also sent them a email where i wrote I am going to contact askgamblers.com if the dont pay, and that was 3 weeks ago!

The last times i have logged in to 1Acasino has been extremly slow, takes forever to click around. The history dont load at all.

I have taken a prntscreen of when i try to deposit, then it says i cant beacuse i have a pending withdraw. It`s says "1.deposit" bonus, thats beacuse they have 2x 1. deposit welcome bonus.

It was the first time i played there, deposit 200€ with the first welcomebonus.

Have you heard about problems with this casino before?

Can you guys help me?

Unresolved

€500

Payment delayed for 4 months

Hello, so i've won on 1ACasino 4 months ago, using a deposit bonus without any limits on the win or withdrawal. After i've fulfilled the wagering requirements for the bonus, i've made a withdrawal request. I have a current balance of 503€. I've received an e-mail where my documents for verification were requested. So i've sent the requested documents right away. Since then i didn't receive either any confirmation or update on my request. I've been written several e-mails to the support team but i didn't receive even one answer. Everytime i am writing with the live chat support, they're telling me that my request will be forwarded to the responsible department. I did this now for more than 2 months, 3-4 times a week and nothing happened since then. This is the first casino where the withdrawal request takes more than 2 months to be processed. Please help me out. Thank you.

Resolved

€503

Delayed €2,000 withdrawal

Hi i have requested a withdraw of 2000 euro from 1A casino since 9th of september 2019. after i contact the live chat they confirm the withdraw at 13th of september 2019. Since then i have not receive anything , i have mail and there is no reply. their live chat is only available two days of the week and every time i contact them they reply that it is in process. 20 days of process is way too long and that they dont reply to my mails since them i find it worrying.

Below i have upload the confirmation mail of my withdraw that i receive on the 13th, their site does not provide any history of my transactions that i could provide you to assist the situation. thank you ioannis krompas

Unresolved

€2,000

Delay in the withdrawal again

This is my second complaint against 1acasino. The recent complaint was resolved, however, only because of Askgamblers. This time the situation is probably the same. I made a withdrawal of 845 eur on July 23rd. I was told that the withdrawal would be processed the following week. The following week I was told I should receive it on Friday or Saturcay but still nothing, the situation is repeating, everything is happening as the previous time. Last time it took 4 weeks for me to receive my money, I hope this time with Askgamblers help this could be faster.

Unresolved

€845

Delaying withdrawal request again

Dear askgamblers,
Unfortunately I have a same issue as previously. It’s more than one week I got a confirmation that my withdrawal was successfully approved and I will get money soon. After more than one week the support informed me that I will get the money until Friday, but unfortunately I did not receive anything. It’s approximately 760€

Thank you for helping in advance

Resolved

€760