1Bet Casino - Das Spielerkonto wurde geschlossen und die Gewinne werden verzögert ausgezahlt.

Hello Casino Guru Team,

My name is Sasun, username: sasun111. I am filing this complaint because my account at 1Bet.com was closed and my balance of €108,200 has not yet been paid out.

I played at 1Bet.com for an extended period and was generally very satisfied with the platform, the games on offer, and the service. All bets were placed with real money, and I did not use any bonuses, free spins, or other promotions. My account was fully verified. I would like to explicitly emphasize that I only have and have only ever used one account at 1Bet.com.

My account was closed after my first withdrawal request of €5,000. I have since tried to contact them several times via email, but have not yet received a concrete response.

I would like to resolve this matter fairly and objectively and hope for the support of Casino Guru in reviewing my case impartially. My goal is to have my outstanding balance paid out and – if possible – to reactivate my account, as I wish to continue using the platform in the long term.

I am always ready to provide additional documents or information to clarify the situation. Thank you for your time and support.

Best regards,

Sasun

Hallo Casino Guru Team,

mein Name ist Sasun, Benutzername: sasun111. Ich reiche diese Beschwerde ein, da mein Konto bei 1Bet.com geschlossen wurde und mein Guthaben in Höhe von 108.200 € bisher nicht ausgezahlt wurde.

Ich habe über einen längeren Zeitraum bei 1Bet.com gespielt und war grundsätzlich sehr zufrieden mit der Plattform, dem Spielangebot und dem Service. Alle Einsätze wurden mit Echtgeld getätigt, und ich habe keine Boni, Freispiele oder sonstige Promotionen genutzt. Mein Konto war vollständig verifiziert. Ich möchte ausdrücklich betonen, dass ich nur ein Konto bei 1Bet.com besitze und verwendet habe.

Nach meiner ersten Auszahlungsanforderung über 5.000 € wurde mein Konto geschlossen. Ich habe seitdem mehrfach per E-Mail versucht, Kontakt aufzunehmen, habe jedoch bisher keine konkrete Rückmeldung erhalten.

Ich möchte diese Angelegenheit fair und sachlich lösen und hoffe auf die Unterstützung von Casino Guru, meinen Fall objektiv zu prüfen. Mein Ziel ist es, mein ausstehendes Guthaben auszahlen zu lassen und – sofern möglich – mein Konto wieder zu aktivieren, da ich die Plattform weiterhin langfristig nutzen möchte.

Ich bin jederzeit bereit, zusätzliche Unterlagen oder Informationen bereitzustellen, um die Situation zu klären. Vielen Dank für Ihre Zeit und Unterstützung.

Mit freundlichen Grüßen,

Sasun

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?
• Have you received any emails or notifications explaining why your account was closed?
• When exactly did the casino close your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you very much for your message and your support. I will gladly answer your questions briefly:

I played sports betting and live casino games at 1Bet.com.

The reason given for the account closure was a possible violation of internal guidelines. However, I would like to emphasize again that I only have and have only ever used a single account with 1Bet.com.

My account was closed on January 15, 2026.

I played exclusively with real money, used no bonuses, and completed all required verification steps. Overall, I was very satisfied with 1Bet.com, especially with the wide selection of games and the platform.

I would be pleased if this matter could be reviewed again and we could find a solution that reactivates my account and allows for an initial payout.

Please feel free to contact me if you have any further questions. Thank you for your time and effort.

Best regards

Sasun

Hallo Veronika,

vielen Dank für Ihre Nachricht und Ihre Unterstützung. Gerne beantworte ich Ihre Fragen kurz:

Ich habe bei 1Bet.com Sportwetten sowie Live-Casino-Spiele gespielt.

Als Grund für die Kontoschließung wurde mir ein möglicher Verstoß gegen interne Richtlinien genannt. Ich möchte jedoch nochmals betonen, dass ich nur ein einziges Konto bei 1Bet.com besitze und genutzt habe.

Mein Konto wurde am 15.01.2026 geschlossen.

Ich habe ausschließlich mit Echtgeld gespielt, keine Boni genutzt und alle erforderlichen Verifizierungsschritte durchgeführt. Insgesamt war ich mit 1Bet.com sehr zufrieden, insbesondere mit der großen Spielauswahl und der Plattform.

Ich würde mich freuen, wenn diese Angelegenheit noch einmal geprüft werden kann und wir zu einer Lösung kommen, bei der mein Konto wieder aktiviert wird und eine erste Auszahlung möglich ist.

Für Rückfragen stehe ich jederzeit gerne zur Verfügung. Vielen Dank für Ihre Zeit und Mühe.

Mit freundlichen Grüßen

Sasun

Thank you for your reply. To proceed with the investigation, please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. I appreciate your patience and cooperation.

Dear Veronika,

Thank you for your message.

I already forwarded part of the relevant information to you in my previous message. I will gladly send you further documents if anything specific is required.

Thank you for your support.

Best regards

Sasun

Liebe Veronika,

vielen Dank für Ihre Nachricht.

Einen Teil der relevanten Nachricht, habe ich Ihnen bereits in meiner vorherigen Nachricht weitergeleitet. Weitere Unterlagen sende ich Ihnen gerne zu, falls noch etwas Bestimmtes benötigt wird.

Vielen Dank für Ihre Unterstützung.

Liebe Grüße

Sasun

Please forward the email you received from the casino after your account was blocked, along with any subsequent communication you had with customer support regarding the clarification of their decision.

Additionally, please describe your gameplay in more detail. Specify which live casino games you played, which sporting events you placed bets on, and what your betting strategy or pattern was.

Thank you, and I look forward to your reply.

Dear Casino Guru Team,

Thank you for your message.

I completed the verification normally and submitted all the required documents. My account was verified without any problems.

I also understand that the issue might be about having two accounts. This is not correct – I only have one account at 1Bet.com.

I only played with my own money and did not use any bonuses or free spins.

Most of my winnings came from the live casino game "Red Baron." I played normally, without any special strategies or tools.

I only placed a few sports bets and did not follow any specific strategy.

This case is about more than €100,000, which is a lot of money for me. I just want a fair solution and would like to know what we can do together to resolve this situation.

Thank you for your help. I look forward to your reply.

Kind regards,

Sasun

I have not received any emails from you yet. Could you please confirm if you tried sending me the information I requested from you in my previous responses?

Dear Veronika,

Thank you so much for your message.

I have already sent you the requested information by email.

I would also be pleased if we could find a fair solution together with 1Bet as quickly as possible.

Best regards

Sasun

Liebe Veronika,

vielen Dank für deine Nachricht.

ich habe dir die angeforderten Informationen bereits per E-Mail zugesendet.

Ich würde mich außerdem freuen, wenn wir gemeinsam mit 1Bet eine schnellstmögliche faire Lösung finden können.

Liebe Grüße

Sasun

Thank you for your email.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you ever used any VPN or IP-masking software to alter your real location while accessing the casino website?

Have you ever accessed your account from a public computer or a public internet network?

Thank you for your message.

No, nobody in my household has created an account at 1bet.com.

I did not use a VPN or similar software.

Best regards

Sasun

Vielen Dank für Ihre Nachricht.

Nein, niemand aus meinem Haushalt hat ein Konto erstellt bei 1bet.com

Ich habe kein VPN oder ähnliche Software verwendet.

Mit freundlichen Grüßen

Sasun

Dear sasun123

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello sasun123,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite 1Bet Casino to join the conversation.

Dear 1Bet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Dear Michal,

We would like to note that, following an investigation by our relevant department, it was determined that the player's account was created in violation of our Duplicate Accounts Policy, as it contains information that matches another profile already registered on the platform. 

Such actions are in direct violation of the rules the player agreed to upon registration. As a result, the account has been closed, and all realized profits have been voided.

Best regards,

1Bet Casino

Dear Michal,

Thank you for your message.

I would like to clarify that I have only ever created and used an account with 1Bet.com. I have already provided you with all the requested documents via email, and the verification process has been successfully completed.

It's possible that I have an account on another platform, but not with 1Bet.com. Therefore, I cannot understand the accusation of having a duplicate account in my case.

I therefore request that you review my case again, unblock my account so that I can regain access to it, and process the payment of €5,000 that I initially requested.

Up until this incident, I was really very satisfied with your platform, which makes the current situation all the more regrettable for me.

I am interested in a fair and quick resolution and request a timely response.

Best regards

Sasun

Lieber Michal,

vielen Dank für Ihre Nachricht.

Ich möchte klarstellen, dass ich ausschließlich ein Konto bei 1Bet.com erstellt und genutzt habe. Die von Ihnen angeforderten Unterlagen habe ich Ihnen bereits per E-Mail vollständig zur Verfügung gestellt, und die Verifizierung wurde erfolgreich abgeschlossen.

Es ist möglich, dass ich auf einer anderen Plattform ein Konto besitze, jedoch nicht bei 1Bet.com. Daher kann ich den Vorwurf eines doppelten Kontos in meinem Fall nicht nachvollziehen.

Ich bitte Sie daher, meinen Fall erneut zu prüfen, mein Konto wieder freizugeben, sodass ich wieder Zugriff darauf erhalte, und die von mir zuerst beantragte Auszahlung in Höhe von 5.000 € zu veranlassen.

Bis zu diesem Vorfall war ich mit Ihrer Plattform wirklich sehr zufrieden, was die aktuelle Situation für mich umso bedauerlicher macht.

Ich bin an einer fairen und schnellen Klärung interessiert und bitte um eine zeitnahe Rückmeldung.

Mit freundlichen Grüßen

Sasun

Dear 1Bet Casino,

Please share any evidence related to the player's alleged T&C violations with me at michal.k@casino.guru.

This will allow us to proceed with an independent review of the matter.

Dear Michal,

Please note that, in accordance with our internal policies, we are unable to disclose this type of sensitive information, as doing so would constitute a breach of applicable policies and regulatory obligations.

Furthermore, given the amount in dispute, the information provided by the player may not be entirely accurate.

However, we would like to draw attention to the fact that the accounts in question were created within a one-month period. This raises concerns as to the credibility of the player’s statement that they have "only ever created one account" In our view, considering the short timeframe and surrounding circumstances, it appears highly unlikely that such a material fact would be genuinely overlooked or forgotten; rather, it suggests a deliberate omission.

For further clarity, our relevant department has identified multiple matches across the accounts’ personal data, including - but not limited to - names, dates of birth, and addresses. In addition, further indicators (such as the use of the same payment instruments) reinforce the conclusion that the duplicate account policy has been breached.

Without prejudice to the foregoing, we invite the player to reconsider the position taken and to provide a full and accurate information as to whether they have previously accessed or used the website’s services, including any activity prior to the creation of the account currently under dispute.

Best regards,

1Bet Casino

Dear Michal,

Thank you for your feedback.

I would like to explicitly state once again that I have only created and used a single account at 1Bet.com.

The entire process with your team so far – including the KYC department – ​​has been, in my view, consistently correct and transparent. I submitted all requested documents completely and on time, and the verification was successfully completed. Furthermore, I also submitted notarized documents as additional confirmation of my identity.

Up until my big win, my account activity was completely normal. In one day, I won approximately €80,000. Afterwards, I was away from home for work for a few days and didn't play. Only later did I receive notification that my account had been closed.

Until then, there had been no indication of any irregularities or violations, which is why I cannot understand the accusations made against me.

I therefore kindly request that you review my case again and reactivate my account so that I can regain regular access to it. Currently, there is over €108,000 in my account to which I have no access.

Furthermore, I would like to point out that my deposit has already been refunded via Revolut, but the withdrawal of €5,000 that I requested has not yet been processed.

I was previously very satisfied with your platform and remain very interested in resolving this matter together in a factual and solution-oriented manner. I am convinced that a fair and mutually acceptable solution can be found.

Thank you in advance for your renewed review and I look forward to your feedback.

Best regards

Sasun

Lieber Michal,

vielen Dank für Ihre Rückmeldung.

Ich möchte nochmals ausdrücklich klarstellen, dass ich ausschließlich ein einziges Konto bei 1Bet.com erstellt und genutzt habe.

Der bisherige Ablauf mit Ihrem Team – einschließlich der KYC-Abteilung – verlief aus meiner Sicht durchgehend korrekt und transparent. Ich habe sämtliche angeforderten Unterlagen vollständig und fristgerecht eingereicht, die Verifizierung wurde erfolgreich abgeschlossen. Darüber hinaus habe ich zur zusätzlichen Bestätigung meiner Identität auch notarielle Unterlagen vorgelegt.

Bis zu dem Zeitpunkt meines größeren Gewinns verlief die Nutzung meines Kontos ohne jegliche Auffälligkeiten. An einem Tag habe ich Spielgewinne in Höhe von rund 80.000 € erzielt. Anschließend war ich einige Tage beruflich verhindert und habe nicht gespielt. Erst im Nachgang erhielt ich die Mitteilung über die Schließung meines Kontos.

Bis dahin gab es keinerlei Hinweise auf Unstimmigkeiten oder Verstöße, weshalb ich die gegen mich erhobenen Vorwürfe nicht nachvollziehen kann.

Ich bitte Sie daher höflich, meinen Fall erneut zu prüfen und mein Konto wieder freizugeben, sodass ich wieder regulären Zugriff darauf erhalte. Aktuell befindet sich ein Betrag von über 108.000 € auf meinem Konto, auf den ich keinen Zugriff habe.

Zudem möchte ich anmerken, dass meine Einzahlung bereits über Revolut zurückerstattet wurde, die von mir beantragte Auszahlung in Höhe von 5.000 € jedoch bislang nicht ausgeführt wurde.

Ich war mit Ihrer Plattform zuvor sehr zufrieden und bin weiterhin sehr daran interessiert, diese Angelegenheit gemeinsam sachlich und lösungsorientiert zu klären. Ich bin überzeugt, dass sich hierfür eine faire und für beide Seiten angemessene Lösung finden lässt.

Ich danke Ihnen im Voraus für Ihre erneute Prüfung und freue mich auf Ihre Rückmeldung.

Mit freundlichen Grüßen

Sasun

Dear Michal,

As we mentioned earlier, following a thorough review, we have confirmed that a breach of our Terms and Conditions has occurred. Consequently, the player’s account is currently suspended.

We fully appreciate that this outcome may be frustrating, and we genuinely regret any inconvenience this may have caused. At the same time, we would like to highlight that our team informed the player and has explained the reasons behind this decision.

For future reference, we kindly advise the player to be mindful when creating additional accounts, as this may lead to further action in line with our policies.

While we always aim to handle each situation with care and understanding, we are equally committed to upholding our rules in a consistent and fair manner for all members of our platform.

Best regards,

1Bet Casino

Dear Casino & Guru Team,

Thank you very much for your continued support.

I would like to clarify once again that I created and used only one account at 1Bet.com. At no point did I knowingly maintain multiple accounts on this platform.

My account was fully verified, and all documents I submitted were accepted without objection. Throughout the entire period of use, there were no indications of any irregularities or potential violations.

Only after my significant win of approximately €80,000 did the situation change unexpectedly. After a few days away for work, I was suddenly informed that my account had been closed, without any prior notification of irregularities.

I would like to emphasize that I have been actively trying to find a solution with the casino for the past two to three months. Unfortunately, I have not yet received any clear or helpful feedback, nor have I been offered any concrete options for clarification or compromise.

It is important for me to emphasize that I am not interested in any escalation, but expressly in a fair and mutually acceptable solution. I am always ready to fully cooperate and provide all necessary information again to clear up any misunderstandings.

I would greatly appreciate it if the casino could review the case again openly and with a focus on finding solutions – for example, by re-verifying my data or by reaching an alternative fair settlement.

I therefore politely request that you continue to monitor this case and encourage the casino to reach a transparent and constructive resolution.

Thank you for your support.

Best regards

Sasun

Liebes Casino & Guru Team,

vielen Dank für Ihre fortlaufende Unterstützung.

Ich möchte nochmals klarstellen, dass ich ausschließlich ein einziges Konto bei 1Bet.com erstellt und genutzt habe. Zu keinem Zeitpunkt habe ich bewusst mehrere Konten auf dieser Plattform geführt.

Mein Konto wurde vollständig verifiziert, und alle von mir eingereichten Unterlagen wurden ohne Beanstandung akzeptiert. Während der gesamten Nutzungsdauer gab es keinerlei Hinweise auf Unregelmäßigkeiten oder mögliche Verstöße.

Erst nach meinem größeren Gewinn von etwa 80.000 € änderte sich die Situation unerwartet. Nach einigen Tagen Abwesenheit aus beruflichen Gründen wurde ich plötzlich über die Schließung meines Kontos informiert, ohne dass zuvor Auffälligkeiten kommuniziert wurden.

Ich möchte betonen, dass ich seit mittlerweile 2–3 Monaten aktiv versuche, gemeinsam mit dem Casino eine Lösung zu finden. Leider habe ich bislang keine klare oder weiterführende Rückmeldung erhalten, und es wurde mir auch keine konkrete Möglichkeit zur Klärung oder Entgegenkommen angeboten.

Mir ist es wichtig zu unterstreichen, dass ich an keiner Eskalation interessiert bin, sondern ausdrücklich an einer fairen und für beide Seiten akzeptablen Lösung. Ich bin jederzeit bereit, vollständig zu kooperieren und alle notwendigen Informationen erneut bereitzustellen, um etwaige Missverständnisse auszuräumen.

Ich würde es sehr begrüßen, wenn das Casino den Fall nochmals offen und lösungsorientiert prüfen könnte – beispielsweise durch eine erneute Überprüfung meiner Daten oder eine alternative faire Einigung.

Ich bitte daher höflich darum, diesen Fall weiterhin zu begleiten und das Casino zu einer transparenten und konstruktiven Klärung zu bewegen.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Sasun

Thank you all for your responses.

Dear 1Bet Casino,

Thank you for your response. While I acknowledge your conclusion that, following a thorough review, a breach of your Terms and Conditions has occurred, we note that no supporting evidence has been provided to us in our capacity as an independent dispute mediator. Without such documentation, we are unable to fully assess or align with your decision.

I understand your internal policies; however, we have already been cooperating in clarifying your customer complaints in the past, thus this reasoning seems somewhat unjustified.

Additionally, by submitting a complaint on our forum, the player has provided consent for us to receive any relevant information and evidence related to their casino account, as outlined here.

I would also like to emphasize that we are open to facilitating this process further, including signing a power of attorney with the player or entering into a non-disclosure agreement with you, should this be required to clarify the matter.

Furthermore, I would appreciate your view on whether there is an opportunity to reach a mutually agreeable resolution with the player in order to resolve this situation amicably.

I look forward to your timely response.

Dear Casino Guru Team,

Dear 1Bet Casino,

Thank you very much for your feedback so far and for your support in this matter.

I would like to emphasize that I am always ready to fully cooperate – including with regard to a possible power of attorney or confidentiality agreement, should this be necessary for further clarification.

My main concern is to find a fair and mutually acceptable solution. Ideally, I would like my account to be reactivated so I can use it normally as before, since I was very satisfied with your platform and especially with the wide selection of games.

Regarding the credit balance in my account, I am also convinced that we can find a solution together that is fair and appropriate for both sides.

It is important for me to emphasize that I am interested in a factual and constructive resolution and would like to avoid escalation.

Thank you for your time and support, and I hope for a positive and timely response.

Best regards

Sasun

Liebes Casino Guru Team,

sehr geehrtes 1Bet Casino,

vielen Dank für Ihre bisherigen Rückmeldungen sowie die Unterstützung in dieser Angelegenheit.

Ich möchte betonen, dass ich jederzeit bereit bin, vollständig zu kooperieren – auch im Hinblick auf eine mögliche Vollmacht oder Vertraulichkeitsvereinbarung, falls dies zur weiteren Klärung erforderlich sein sollte.

Mein Hauptanliegen ist es, eine faire und für beide Seiten akzeptable Lösung zu finden. Idealerweise würde ich mir wünschen, dass mein Konto wieder aktiviert wird, sodass ich es wie zuvor normal nutzen kann, da ich mit Ihrer Plattform und insbesondere mit der großen Spielauswahl sehr zufrieden war.

Bezüglich des auf meinem Konto befindlichen Guthabens bin ich ebenfalls überzeugt, dass wir gemeinsam eine Lösung finden können, die für beide Seiten fair und angemessen ist.

Mir ist es wichtig zu betonen, dass ich an einer sachlichen und konstruktiven Klärung interessiert bin und eine Eskalation vermeiden möchte.

Ich danke Ihnen für Ihre Zeit und Unterstützung und hoffe auf eine positive und zeitnahe Rückmeldung.

Mit freundlichen Grüßen

Sasun

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.

Dear Casino Guru,

Dear 1Bet Casino,

I would like to briefly follow up and reiterate my sincere interest in reaching a timely and fair resolution.

As this matter has now been ongoing for quite some time, I would greatly appreciate a concrete response and a possible proposal for a solution.

I remain fully cooperative and open to a fair agreement that is acceptable for both sides. My goal is to resolve this matter in a constructive way – ideally also with regard to the possible reactivation of my account.

Additionally, I would like to emphasize that I am genuinely interested in continuing to use your platform in the long term, as I was very satisfied with your services and especially with the wide selection of games.

I sincerely hope that we can reach a solution soon and thank you in advance for your time and support.

Best regards,

Sasun

Dear Michal,

Please be advised that the matter is being reviewed.

We'll revert back as soon as we have updates.

Best regards,

1Bet Casino

Dear 1Bet Casino,

Thank you for your response and for revisiting this matter. As a considerable amount of time has passed since the complaint was raised and progress has remained limited, I kindly request that this case be given prompt attention in line with standard handling timeframes.

At the same time, I remain keen to work collaboratively toward a fair and timely resolution, and would greatly appreciate your cooperation in moving this matter forward.

Dear Michal,

Our team carried out a detailed and thorough investigation, during which all relevant data was carefully reviewed. This review identified a breach of the applicable terms and conditions, and the in-depth analysis confirmed the violation committed by the player.

Given the seriousness and nature of these findings, and to maintain a secure and fair environment for all users, any of player's duplicate accounts are to remain suspended and wrongfully accumulated winnings voided, while their primary account remains available to them. 

The player’s continued insistence on their version of events - without providing any evidence or supporting documentation to substantiate the claim that no additional accounts were created beyond the primary one - is, from our perspective, concerning, particularly given that all allegations are being directed at us.

At present, it appears that the purpose of this discussion is limited to advancing unsubstantiated accusations, rather than objectively assessing the situation, including the possibility that, considering the amounts in dispute, the player may in fact lack sufficient grounds for their claims.

In any event, please note that all decisions and actions undertaken were in full compliance with our policies and the website’s General Terms and Conditions, which the player expressly accepted upon registration. Such decisions were based on substantiated findings, which clearly indicate a breach of the applicable rules by the player.

Best Regards,

1Bet Casino

Dear Casino Guru Team,

Dear 1Bet Casino,

I would like to comment on this case again and clarify a few points.

First, I would like to explicitly state that I do not have, nor have I ever had, a second account with 1Bet.com. I registered on your 1bet.com website only once and have used exclusively this one account. Therefore, I continue to reject the accusations made against me.

During our communication, I submitted all the documents you requested completely and correctly. The verification process was flawless, and there were no indications of any irregularities until I won.

My account had a balance of over €108,000, but to this day I have no access to it and have not received any payout. This is very difficult for me to understand.

It is very important for me to emphasize that I am not interested in any escalation, but rather want to continue finding a fair and amicable solution with you. I am open to a solution that is acceptable to both of us.

Ideally, I would like my account to be reactivated, as I was very satisfied with your platform and especially with the large selection of games, and I would like to continue using it in the long term.

I therefore politely request that you carefully review my case again and provide me with concrete feedback and a proposed solution.

Thank you for your time and support.

Best regards

Sasun

Liebes Casino Guru Team,

sehr geehrtes 1Bet Casino,

ich möchte mich nochmals zu diesem Fall äußern und einige Punkte klarstellen.

Zunächst halte ich ausdrücklich fest, dass ich kein zweites Konto bei 1Bet.com habe oder jemals hatte. Ich habe mich auf Ihrer 1bet.com nur einmal registriert und ausschließlich dieses eine Konto genutzt. Die gegen mich erhobenen Vorwürfe weise ich daher weiterhin zurück.

Im Verlauf unserer Kommunikation habe ich alle von Ihnen angeforderten Unterlagen vollständig und ordnungsgemäß eingereicht. Die Verifizierung verlief ohne Beanstandung, und bis zu meinem Gewinn gab es keinerlei Hinweise auf Unregelmäßigkeiten.

Auf meinem Konto befand sich ein Guthaben von über 108.000 €, jedoch habe ich bis heute keinen Zugriff darauf und keine Auszahlung erhalten. Dies ist für mich nur schwer nachvollziehbar.

Mir ist es sehr wichtig zu betonen, dass ich an keiner Eskalation interessiert bin, sondern weiterhin eine faire und einvernehmliche Lösung mit Ihnen finden möchte. Ich bin offen für eine Lösung, die für beide

Idealerweise würde ich mir wünschen, dass mein Konto wieder aktiviert wird, da ich mit Ihrer Plattform und insbesondere mit der großen Spielauswahl sehr zufrieden war und diese auch langfristig weiter nutzen möchte.

Ich bitte Sie daher höflich, meinen Fall nochmals sorgfältig zu prüfen und mir eine konkrete Rückmeldung sowie einen Lösungsvorschlag mitzuteilen.

Vielen Dank für Ihre Zeit und Unterstützung.

Mit freundlichen Grüßen

Sasun

Dear 1Bet Casino,

Thank you for your response and for outlining your position in further detail.

While I acknowledge that your internal investigation has led to the conclusion of a Terms and Conditions breach, I must reiterate that, in our role as an independent dispute mediator, any such determination needs to be supported by verifiable evidence in order for us to objectively assess and uphold it. Internal conclusions alone, without supporting documentation, are not sufficient for us to align with the decision, particularly in cases involving serious allegations such as multiple or duplicate account usage and significant balances.

I would also like to reflect the player’s latest statement, in which they once again explicitly deny the creation or use of multiple accounts, confirm full cooperation during the verification process, and express a clear willingness to resolve the matter amicably. This further emphasizes the need for a transparent and evidence-based review.

We fully understand the sensitivity of certain data and the regulatory obligations you must adhere to. However, we have previously cooperated under appropriate safeguards, and we remain open to practical solutions that would allow you to share relevant evidence in a compliant manner—such as partially redacted or anonymized data sets, or under a non-disclosure agreement. Please share any evidence related to the player's alleged T&C violations with me privately at michal.k@casino.guru for a independent review.

Our intention is not to challenge your internal processes, but to ensure that any outcome is supported, proportionate, and consistent with fair mediation standards. In the absence of supporting evidence from your side, we are not in a position to independently validate the findings or fully support the enforcement of the measures taken.

Given that you have lodged an accusation against the player and seized their winnings, it is only reasonable to expect that you present the evidence supporting the claimed rule violations.

Failure to provide such evidence may be interpreted as an unsubstantiated accusation used to justify the confiscation of winnings. In that case, the complaint may have to be closed as Unresolved – Insufficient Evidence from the Casino, which will further negatively impact your casino’s already questionable Safety Index rating and, at the same time, serve as a cautionary note to other players regarding your practices.

This is certainly not the outcome I would prefer, and I remain hopeful that we can avoid this by working toward a more transparent and cooperative resolution.

In parallel, and taking into account the player’s cooperative approach, I would encourage you to consider whether there is scope for a mutually acceptable resolution. We believe that a balanced and transparent approach would be in the best interest of all parties involved.

Thank you for your cooperation, and I look forward to your timely response.

Dear Michal,

At the outset, we reiterate that our position and the reasoning underlying the actions taken have already been comprehensively set out. The measures in question are based on specific findings and established violations, rather than being arbitrary.

We acknowledge your role as an independent mediator and appreciate the importance of transparency and objectivity in the review process. However, certain constraints apply to the disclosure of personal information to third parties due to data protection obligations, internal policies, and the need to mitigate potential misuse.

In light of the above, we consider that further review is unlikely to lead to materially different conclusions. Nevertheless, we remain open to further engagement should new and substantive circumstances arise.

Best regards,

1Bet Casino

Dear Casino Guru Team,

Dear 1Bet Casino,

Thank you for your feedback.

I would like to reiterate unequivocally that I have never created or used multiple accounts at 1Bet.com. I continue to expressly reject the accusations made against me.

What I find particularly concerning is that, to this day, no concrete and comprehensible justifications have been provided to me for the measures taken against me. Instead, reference is made only to internal findings that I cannot verify.

I fully cooperated throughout the entire process, submitted all requested documents, and successfully completed the verification – without any issues whatsoever. Only afterwards were violations suddenly alleged.

Under these circumstances, I consider the complete withholding of my credit balance to be unjustified.

Furthermore, you already have my verified payment details, including for a payout via Revolut, so all the prerequisites for a smooth transaction are met in this respect as well.

I therefore ask 1Bet Casino once again to examine this case objectively and fairly and to propose a comprehensible and appropriate solution so that we can reach a reasonable agreement for all parties.

I remain interested in an amicable resolution and hope for a timely response.

Best regards

Sasun

Liebes Casino Guru Team,

sehr geehrtes 1Bet Casino,

vielen Dank für Ihre Rückmeldung.

Ich möchte nochmals eindeutig klarstellen, dass ich zu keinem Zeitpunkt mehrere Konten bei 1Bet.com erstellt oder genutzt habe. Die gegen mich erhobenen Vorwürfe weise ich weiterhin ausdrücklich zurück.

Besonders kritisch sehe ich, dass mir bis heute keine konkreten und nachvollziehbaren Begründungen für die gegen mich getroffenen Maßnahmen vorgelegt wurden. Stattdessen wird lediglich auf interne Feststellungen verwiesen, die für mich nicht überprüfbar sind.

Ich habe im gesamten Verlauf vollständig kooperiert, alle angeforderten Unterlagen eingereicht und die Verifizierung erfolgreich abgeschlossen – ohne jegliche Beanstandung. Erst im Nachhinein wurden plötzlich Verstöße behauptet.

Unter diesen Umständen halte ich die vollständige Einbehaltung meines Guthabens für nicht gerechtfertigt.

Zudem liegen Ihnen bereits meine verifizierten Zahlungsdaten, unter anderem für eine Auszahlung über Revolut, vor, sodass auch in dieser Hinsicht alle Voraussetzungen für eine reibungslose Abwicklung gegeben sind.

Ich bitte das 1Bet Casino daher erneut, diesen Fall sachlich und fair zu prüfen und eine nachvollziehbare sowie angemessene Lösung vorzuschlagen, damit wir für alle Seiten zu einer vernünftigen Einigung kommen.

Ich bin weiterhin an einer einvernehmlichen Klärung interessiert und hoffe auf eine zeitnahe Rückmeldung.

Mit freundlichen Grüßen

Sasun

Dear 1Bet Casino,

Thank you for your reply and for clarifying your position. As it appears that further engagement is unlikely to yield any material clarification or supporting evidence, we will proceed with closing this case as Unresolved – Insufficient evidence from the casino.

Dear sasun123,

As you and everybody else following this thread can see, the casino has shown reluctance to provide us, acting as an independent dispute mediator, with any evidence regarding the alleged accusation. This lack of evidence hinders my ability to perform a comprehensive and independent evaluation of the situation. Furthermore, they have not shown any reasonable willingness to find a potential settlement of the issue at hand.

As a result, we find ourselves unable to endorse the actions taken by the casino, and it seems that the confiscation of your winnings is unfair at this moment.

This absence of transparency contradicts the principles of fair practice that we are committed to maintaining, which are essential for fostering a fair gambling environment for both players and operators.

Consequently, we regret to inform you that we have to close this complaint as Unresolved—Insufficient evidence from the casino.

I understand that this is not the resolution you were hoping for, but without the casino's appropriate cooperation, there is little that can be accomplished. The ongoing negative effect on the casino’s already very, very low safety index rating due to unresolved complaints may prompt them to reconsider their approach. Your case will also serve as a cautionary tale for other players regarding their practices. Should the casino decide to appropriately address this matter, we will reopen your complaint and inform you via email. In the meantime, should you want to pursue your complaint further, contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website.

This was the standard approach until not long ago. However, their complaint-handling process has since been updated, as outlined in their Third-Party Complaint Policy | Anjouan Gaming

According to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As 1Bet Casino has not appropriately engaged in our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we are unable to assist further with this specific case, please do not hesitate to contact us regarding any other casino-related issues in the future, and we will try our best to help where possible.

Kind regards,

Michal

Casino Guru