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Hi, das Casino beschlagnahmt leider eine Einzahlung in Höhe von 100€ .

On 06.10.2022 and 07.10.2022 i Made deposits about a total of 430€. The payments were done via astropay.

There also was a payment about 100€ via astropay, which was Not credited directly . In 07.10.2022 i saw i am self-excluded under the whole license and extra asked the Casino on 03.03.2022 for this self-excluded but IT was Not setted. So i asked the Support on 07.10.2022 again to self-exclude my Account. They did Not react to this and after searching i found the Tool to self-exclude in their Page so i self-excluded myself. At this time my deposit about 100€ via astropay was Not credited, the confirmation that the deposit arrived Came on 10.10.2022, but i cant use it because i was self-excluded since 07.10.2022. i contacted the Casino now Several Times, to refund my deposits, specially my unused deposit about 100€, but there is No reaction from them, they do Not give me a Single answer since 07.10.2022. can you please Help?

Hello LouAnn123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1GoodBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? How much money do you have on your casino account exactly? Did you contact them regarding the refund? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

My account is not verified, but I sent you documents for verification on October 6th, 2022, you did not reply to this email. I wrote to you back in April 2022 that I should be self-excluded from under the entire license and please do so. You had already ignored my request for self-exclusion on March 3rd, 2022.

The account was still open in October 2022, I was able to deposit, I contacted you on 10/07/2022 with a request to close my account. There was no reaction. I have sent you a total of 6 emails since October 7th, 2022 and chatted with an agent on October 12th, 2022 who told me to email my request. You have not responded to any of my emails to date, although I have sent you proof of the self-exclusion request and payment of €100 which I was no longer able to use. They just don't answer at all.

Hallo Nick,

mein Konto ist nicht verifiziert,ich habe Ihnen aber am 06.10.2022 Dokumente zum Verifizieren gesendet, auf diese Mail haben Sie nicht geantwortet. ich habe Ihnen bereits im April 2022 geschrieben, dass ich unter der gesamten Lizenz selbst ausgeschlossen sein sollte und sie dies bitte tun sollen. Meinen Antrag auf Selbstausschluss am 03.03.2022 hatten Sie zu diesem Zeitpunkt schon ignoriert.

Das Konto war jetzt im Oktober 2022 immernoch geöffnet, ich konnte einzahlen, ich habe Sie am 07.10.2022 kontaktiert mit der Bitte um Schließung meines Accounts. Es kam keine Reaktion. Ich habe insgesamt seit dem 07.10.2022 6 Mails an Sie gesendet und am 12.10.2022 mit einem Agenten gechattet, der mir sagte ich solle mein Anliegen per Mail senden. Sie haben bis heute auf keine einzige meiner Mails geantwortet, obwohl ich Ihnen Beweise für den Antrag auf Selbstausschluss und für die Zahlung in Höhe von 100€, welche ich nicht mehr nutzen konnte, gesendet habe. Sie antworten einfach überhaupt gar nicht.

Hello LouAnn123

Please forward the communication between you and the casino to nikolas.b@casino.guru.

Dear LouAnn123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear LouAnn123,

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from 1GoodBet Casino directly?

Yes I have, I sent you the emails

Ja, habe ich, ich habe dir die E-Mails zugesendet

Thank you LouAnn123 for all the e-mails even if the one sent to 1GoodBet would have been enough as the others are related to different casinos.

I will now forward your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi LouAnn123,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear LouAnn123,

We are sorry you had a negative experience with 1Good.bet.

We always try to assist our players as best as we can. Unfortunately, we haven't received any emails from your side when one of our customer support agents asked you to send a request to info@1good.bet .

Moreover, your account was never verified which is actually required by our online casino. Even though your account was never verified we still have paid the requested 100 EUR to your Astropay wallet (We can send this confirmation to CasinoGuru representatives separately, since it contains GDPR information)

Kind regards,

1Good.Bet support team

Hello 1good.bet,

I have already informed Casino Guru that my lost and unused deposit of €100 has been credited and refunded to my account. I tried to verify my account myself on October 6th, 2022, I sent all the documents by e-mail, I did not receive an answer.

The account was not verified as I was never prompted to do so. Not even after multiple successful deposits.

I emailed back on 03/03/2022 requesting self-exclusion due to gambling addiction. I have not received any reply to this. I wrote to support again on 3/31/2022 asking for self-exclusion due to gambling addiction. I did not register that it is necessary to write a separate email.

So, twice, I made it very clear that I was addicted to gambling. You yourself write in your policy "If an individual chooses to self-exclude, we will use all reasonable efforts to enforce self-exclusion. However, by consenting to self-exclusion, an individual has a responsibility not to attempt to circumvent self-exclusion." I asked again for self-exclusion due to gambling addiction on 10/07/2022, same on 10/09/2022 same as 10/10/2022. There was no response to this either, I had to close my account myself after I found the function to do so. I only received an answer from the support team on October 17th, 2022, i.e. 10 days later!

In addition, write your contact email "Help@1good.bet" all over the bottom of your page in large letters. You only find out that a separate email is required for a self-exclusion, which should be processed quickly and easily, if you are specifically looking for it.

You should urgently reconsider and revise your responsible gaming policy and not make it even more difficult for vulnerable players to self-exclude. Thanks

Hallo 1good.bet,

Dass meine meine verschollene und ungenutzte Einzahlung in Höhe von 100€ gutgeschrieben und auf mein Konto zurück erstattet wurde habe ich Casino Guru bereits mitgeteilt. Ich habe selbstständig versucht mein Konto am 06.10.2022 zu verifizieren, dazu habe ich alle Unterlagen per E-Mail gesendet, eine Antwort habe ich nicht erhalten.

Das Konto wurde nicht verifiziert, da ich zu keiner Zeit dazu aufgefordert wurde. Auch nach mehrfachen erfolgreichen Einzahlungen nicht.

Ich habe bereits am 03.03.2022 eine E-Mail mit der Bitte um Selbstausschluss aufgrund von Spielsucht gebeten. Ich habe hierauf keinerlei Antwort erhalten. Ich habe den Support erneut am 31.03.2022 angeschrieben und um Selbstausschluss aufgrund von Spielsucht gebeten. Ich habe nicht registriert, dass es nötig ist, eine separate E-Mail anzuschreiben.

Ich habe also zwei Mal deutlich auf meine Glücksspielsucht hingewiesen. Sie schreiben selbst in Ihren Richtlinie " Wenn sich eine Person für den Selbstausschluss entscheidet, werden wir alle angemessenen Anstrengungen unternehmen, um den Selbstausschluss durchzusetzen. Durch die Zustimmung zum Selbstausschluss hat eine Person jedoch die Verantwortung, nicht zu versuchen, den Selbstausschluss zu umgehen." Ich habe erneut am 07.10.2022 um Selbstausschluss aufgrund von Spielsucht gebeten, ebenso am 09.10.2022 ebenso am 10.10.2022. Auch hierauf wurde nicht reagiert, ich musste meine Kontoschließung selbstständig durchfuhren, nachdem ich die Funktion dazu gefunden hatte. Eine Antwort vom Support Team habe ich erst am 17.10.2022, also 10 Tage später erhalten!

Außerdem schreiben Sie Ihre Kontaktemail "Help@1good.bet" überall groß auf Ihrer Seite untendrunter, dass für einen Selbstausschluss, welcher schnell und unkompliziert bearbeitet werden sollte, eine separate E-Mail nötig ist, erfährt man erst, wenn man speziell danach sucht.

Sie sollten Ihre Richtlinien für verantwortungsvolles Spielen dringend überdenken und überarbeiten und es gefährdeten Spielern nicht noch zusätzlich erschweren, sich selbst auszuschließen. Danke

Dear casino team,

may I kindly ask you to react?

Dear LouAnn123,

We apologize you had trouble with self-exclusion at 1good.bet. Both self-exclusion and the possibility to permanently delete your account was always available for players with addiction directly from their personal accounts. Unlike many other online casino sites, 1Good.Bet never capitalizes on people with gambling addiction by hiding self-exclusion buttons nor forces players to spend any time searching for self-exclusion information.

As a reliable and trustful casino brand, we will take into consideration your case and will make changes accordingly in order to increase user-friendliness for our players and for those in need of help battling gambling addiction.

Kind regards,

1good.bet support team

Hello 1good.bet,

I'm glad to hear that you want to increase the user experience.

Unfortunately, I was not informed about the function of a self-executed self-exclusion.

Most importantly, you should be able to route requests from vulnerable players to the right place. I had to ask for help several times and clearly pointed out my problem. I would also like to ask you again for a response regarding my refund request. Thanks

Guten Tag 1good.bet,

Es freut mich zu hören, dass sie die Benutzerfreundlichkeit erhöhen möchten.

Ich wurde leider nicht über die Funktion eines selbstausgeführten Selbstausschlusses informiert.

Vor allem sollte es möglich sein, dass Anfragen von gefährdeten Spielern von Ihnen an die richtige Stelle weitergeleitet werden. Ich musste mehrfach nach Hilfe fragen und habe deutlich auf mein Problem hingewiesen. Ich bitte Sie außerdem nochmals um eine Antwort bzgl. Meiner Rückerstattungsanfrage. Danke

Dear LouAnn123,

Thank you for the feedback!

As per the refund request, we would kindly ask you to perhaps check with Astropay as we credited your outstanding balance back to you (please see the screenshot attached)

Kind regards,

1good.bet support team

I know they refunded me my unused/unused €100 but I asked them for a refund of my deposit after my first self-exclusion request

Ich weiß, dass sie mir meine unverbrauchten/unbenutzten 100€ zurück erstattet haben, ich habe sie aber um Rückerstattung meiner getätigten Einzahlung nach meiner ersten Bitte um Selbstausschluss gebeten

Dear LouAnn123,

Thank you for confirming the outstanding amount was credited back to you.

In this case, as confirmed, the outstanding amount was credited back to you and your account was blocked as you requested, is there anything else we can assist you with?

Kind regards,

1good.bet support team

I would also like my remaining deposits of €330 back

Ich hätte gerne auch noch meine restlichen Einzahlungen in Höhe von 330€ zurück

Dear LouAnn123 and CasinoGuru representatives,

The player confirmed we have returned the unused deposit of 100 EUR . Both self-exclusion and account deletion features were always available even without contacting our customer support center (Unlike many other online casinos that require their players to complete a whole complicated procedure)

In this case, the player was able to self-exclude or delete the account completely themselves. The available functionality is in exact same place as deposit/withdrawal tabs.

The remaining deposit that the player is asking to be credited back was lost by the player themselves.

We would like CasinoGuru representatives to join the case and release a final verdict.

Kind regards,

1good.bet support team

Dear 1GoodBet Casino team,

thank you very much for the detailed explanation. Before I express our opinion on the case, I need further information. May I kindly ask you to explain why the player's email about the gambling addiction was ignored?

Dear Jozef,

It seems the email was sent to help@1good.bet which is not the email for self-exclusion purposes and serves to deal with technical/bonus/log-in issues, the email for self-exclusion is info@1good.bet as it says in our Responsible Gaming policy section at 1good.bet

Kind regards,

1good.bet support team

This is confusing for the player, at the bottom of every page it says in bold and bold "Need help?" And then the email address help@1good.bet, they sure have many more account closure requests going to this email address and even if it is your wrong email address, you can do something as important as self-exclusion for gambling addiction, please forward to the correct email address. I have not received an answer to my query either.

Für den Spieler ist das verwirrend, auf jeder Seite steht ganz unten dick und fett "Brauchen Sie Hilfe?" Und dann die Mailadresse help@1good.bet, sie haben sicher noch viele weitere Kontoschließungsanfragen, welche an diese EMail Adresse gehen und auch wenn es dir falsche Mail-Adresse ist, so kann man etwas so wichtiges wie einen Selbstausschluss aufgrund von Spielsucht,doch bitte an die richtige Mail Adresse weiterleiten. Eine Antwort habe ich auf meine Anfrage auch nicht erhalten.

Can 1good.bet comment on this

Kann sich 1good.bet dazu äußern

Dear 1goodbet Casino team,

please, could you explain if your support reacted to the player's email?

Mentioned email address (help@1good.bet) is clearly advertised for any help. I believe it would be relevant if the player received at least further instructions on how to self-exclude.

There was no reply to my e-mail to help@1good.bet , which I sent on 03/03/2022.

Can 1good.bet team please reply, thanks

Es wurde nicht auf meine EMAil an help@1good.bet , welche ich am 03.03.2022 gesendet habe, geantwortet.

Kann das Team von 1good.bet bitte antworten, danke

I am extending the timer by 7 days since I need more time to examine and evaluate the case.

My previous email from March 3rd, 2022 to help@1good.bet went unanswered, although I was explicitly asked to exclude myself due to gambling addiction, and there were no instructions on how to proceed

Since I noticed on March 31, 2022 that my account was not blocked and I was able to deposit €20, I asked support again to ask for self-exclusion due to gambling addiction, also with the request to pass this on to the right place, which unfortunately was the chat ended before I got the answer

My account should have been closed since March 3rd, 2022 when I asked for exclusion for the first time, I have not received an answer to this email to date

Meine vorausgegange Email von 03.03.2022 an help@1good.bet blieb unbeantwortet, obwohl hier explizit um Selbstausschluss aufgrund von Spielsucht gebeten wurde, es kamen keine Anweisungen, wie vorzugehen ist

Da mir am 31.03.2022 aufgefallen ist, dass mein Account nicht gesperrt war und ich 20€ einzahlen konnte, habe ich den Support erneut mit Bitte um Selbstausschluss aufgrund von Spielsucht gebeten, auch mit der Bitte dies nun an die richtige Stelle weiterzugeben,leider wurde der Chat abgebrochen, bevor ich die Antwort erhalten habe

Mein Account hätte trotzdem bereits seit dem 03.03.2022 als ich erstmals um Ausschluss bat, geschlossen sein sollen, auf diese Mail habe ich bis heute keine Antwort erhalten

Dear LouAnn123,

please, do I understand correctly that you have emailed casino support multiple times and informed them about the gambling addiction, but never received a reply?

Dear 1GoodBet Casino team,

could you specify the date of the chat from your screenshot?

Yes I have contacted them on 03/03/2022 at help@1good.bet asking for self exclusion due to gambling addiction and then again on 03/31/2022 via chat, there I asked to forward the request to the correct department, my email on 03/03/2022 to help@1good.bet has not been answered to this day

Ja, ich habe sie am 03.03.2022 an help@1good.bet kontaktiert und um Selbstausschluss aufgrund von Spielsucht gebeten und dann erneut am 31.03.2022 per Chat, dort habe ich gebeten, die Anfrage an die richtige Abteilung weiterzuleiten, meine E-Mail am 03.03.2022 an help@1good.bet wurde dabei bis heute nicht beantwortet

Does 1good.bet not want to comment on this?

Will 1good.bet nichts dazu sagen?

Dear Josef,

The date of chat with one of our representatives was conducted on 31st/03/2022 at around 5:00 CET

Kind regards,

1GoodBet Support team

Dear LouAnn123,

are you aware of deposits you made between the period 03/03/2022 and 31/03/2022? Please, could you specify?

Dear LouAnn123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Between 03/03/2022 and 03/31/2022 I deposited €20, the remaining deposits were all made from October 2022 onwards, as I assumed that my account was blocked and only saw by chance that it was still open

Zwischen dem 03.03.2022 und dem 31.03.2022 habe ich 20€ eingezahlt, die restlichen Einzahlungen erfolgten alle erst ab Oktober 2022, da ich davon ausgegangen bin, dass mein Account gesperrt wurde und nur durch Zufall gesehen habe, dass er immernoch geöffnet ist

Dear LouAnn123,

I am very sorry about the situation, but after concluding all the information, I believe you are not entitled to receive the refund. Self-exclusion process differs by the casino. Based on the evidence provided by the casino team, it is clear that you have been informed of how you can permanently self-exclude your account. Of course, the best practice would be to at least reply to your initial email with further details, however it is clear that you received the proper information later on the chat (as the casino stated you can also find it in their responsible gaming section), therefore you also do carry responsibility to finish the process. I am very sorry, but I am forced to reject your case.

You have every right not to agree with my decision. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru