1Bet Casino - Responsible gaming and self exclusion

Dear @Stohara1,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Dear 1Bet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers,

The player's account has been excluded according to our standard procedure. We are dedicated to responsible gambling and aim to respond to every enquiry promptly. It is important to note that customers are required to submit a formal request to our specialized team to the provided e-mail address for the processing of self-exclusion. It is necessary to clarify that during the period of pending self-exclusion, the player takes sole responsibility for any account activity.

It is imperative to note that each request undergoes thorough manual review by our specialized team, and processing times may vary depending on the nature of the request as per our terms and conditions, which are readily accessible on the website and were provided to the customer upon registration.

According to the screenshots provided by the player, on March 20th, 2024, he reached out to our support team requesting to close his account, though his request was unclear. Around the same time, he was also engaged in another conversation with our dedicated team through a different communication channel. The player cited reasons for closure including dissatisfaction with withdrawal limits, cashback/bonuses, and the lack of responsible gaming options. Our agent promptly responded by explaining the possibility of increasing withdrawal limits and how our casino's cashback system operates. Additionally, in line with our commitment to responsible gambling, the player was informed about available limitation tools, although he didn't request their implementation at that time. We sent a summary of the chat conversation to the player via email in response to his account closure request, and he didn't pursue further action for closing his account after agreeing to the resolution offered that day.

Based on the player's screenshots, on March 22nd, he contacted our dedicated team again via chat, disclosing that he struggles with compulsive gambling, information we were previously unaware of since he hadn't shown any prior signs. Our agent promptly directed him to send his request to our specialized team via email at custom­erc­are­@1b­et.com for further assistance.

We have acted according to our policy and the player received an email confirmation once his account was no longer active.

Kind regards,
1Bet Casino Team

Dear 1Bet Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Ok from 20/03/24 I indicated a desire for account closure any reputable operator and their support staff could recognise this without needing a ‘special’ department to confirm it
I indicated that I was not in control of my actions and was a compulsive gambler on WhatsApp chat on 23/3/24 and sent e mail twice looking for account closure.
I received no email or WhatsApp messages about gaming control options at any time
I informed the host in very clear terms that I wasn’t in control on 23/3/24 on what’s app and the account should have been closed as per request

Dear AskGamblers,

While the self-exclusion process was underway, it remains the player's responsibility to manage their gaming activity, since there is technical time required. Our Terms & Conditions outline this clearly, and we're committed to upholding these policies consistently.

We've processed the self-exclusion request within the designated timeframe as per our policy.

We remain available if any questions arise.

Kind regards,
1Bet Casino Team

An e mail confirming account closure for 30 days arrived on April 2 a full 13 days after the initial request apparently a technical time is required?
What takes place during the technical time ? And why does it take two weeks? The purpose is presumably to facilitate on going depositing from a client who clearly expressed a gambling addiction
In 2024 it is absurd for this site to show so little awareness of problem gaming
Once again when I requested account closure on 22/3/24 why didn’t you put a deposit block on the account?
The handling of my request is an example of cynical exploitation 2 weeks to handle a request where the industry standard normally manages in maybe 2 minutes

Dear all,

Kindly note that the AskGamblers Complaints Team has been in communication with the casino team, and the discussion which relates to the refund in question is ongoing. Our team, as casino has been informed, strongly believes that Self exclusion approval time frame implemented by the casino in this scenario, is not in line with any respectable Responsible gaming policy, thus refund is in place.

AskGamblers Casino Complaints Team believes that casino will reconsider its decision.

Dear AskGamblers,

There are a few things that we need to point out. Firstly, the player didn't mention any gambling issues or being a compulsive gambler until March 22, 2024. Before that, the reasons for closing his account were purely service or bonus related. He was also informed about the limitations we can set on his account, which also are located in our Responsible Gaming section at the bottom of our website. If a player wants to set limits, they just need to reach out to us and let us know.

As soon as the player flagged his gambling issues, we directed him to email our dedicated team right away. It's important to note that during this time, he had a pending withdrawal which was approved within a couple of days, and our team was already handling his self-exclusion request. Each case gets manually reviewed by a specialized team, and his account closure was in line with our Terms & Conditions.

Everything we did aligns with our policy. We are always available to our players 24/7 in case of any issues.

Kind regards,
1bet Casino Team

The issue is what happened after22 March
There was a clear request for account closure due to compulsive gambling
This was not acted on and large deposits continued to be freely made for days
I seek a refund of these deposits made the day after the request for closure
Any independent arbitrator or reasonable person involved in the industry could see my point