1Go Casino - Der Rückzug des Spielers hat sich aufgrund nicht kommunizierter Bedingungen verzögert.

Dear Team,

Since it is not entirely clear who is "in the right" here, I kindly request a review of my case.

I accepted a bonus of 77 free spins, resulting in a win of €85.65. I needed to achieve a turnover of €4,282.50, which I did. While doing so, I contacted the casino via chat to learn the exact bonus conditions, as they were not clearly outlined in the offer. I was informed that once I met the wagering requirements, I could withdraw my winnings. Unfortunately, I did not document this chat with screenshots! So, I continued playing. At some point, my balance changed significantly, making it clear that I had likely met the required €4,282.50, as during the game, the balance suddenly showed approximately €850, even though shortly before, I had something between €1,600 and €1,800...approximately. Available for withdrawal was, if I’m not mistaken, about €850. I was then required to verify my account, which I did, and it was confirmed via email. I requested a withdrawal of €750. A few hours later, I received an email rejecting my withdrawal request. I followed up in the chat (which I did document via screenshots), and I was told that I needed to deposit the requested winnings once and wager them three times for the withdrawal to be processed. This information was not provided to me during the first chat, even though I specifically asked about the conditions. The casino now refers to this, and as a result, they naturally have not paid out. I request clarification if possible. Furthermore, I have not played since the second chat and am leaving these winnings untouched until an explanation is provided. Thank you in advance for your efforts. Best regards, Manuela

Liebes Team!

Da tatsächlich nicht klar ist, wer hier nun "im Recht" ist, bitte ich höflichst um Überprüfung.

Ich hatte einen Bonus von 77 Freispielen angenommen. Resultat, €85,65 Gewinn. Umsatz von €4.282.50 musste erreicht werden. Und ja, den habe ich erreicht. Bereits während dessen kontaktierte ich via Chat das Casino, um die genauen Bonus Bedingungen zu erfahren, da diese anhand des Angebots nicht wirklich ersichtlich waren. Mir wurde mitgeteilt, dass sobald ich die Umsatzbedingungen erfülle, ich den Gewinn auszahlen lassen könne. Leider habe ich diesen Chat nicht mittels Screenshots dokumentiert! Ich spielte also weiter. Irgendwann sprang mein Guthaben dermaßen um, dass klar war, ich habe die vorgegebenen € 4.282,50 wohl erreicht, denn plötzlich zeigte während des Spiels der Stand rund €€850 an, obwohl ich kurz davor irgendwas zw. €1.600 und €1.800 hatte...in etwa. Zur Auszahlung standen , ich müsste lügen, also ca €850 zur Verfügung. Nun sollte ich meinen Account verifizieren, was ich tat und per E-Mail bestätigt wurde. Ich beantrage eine Auszahlung von €750. Wenige Stunden später kam ein Mail mit der Ablehnung meiner Auszahlungsanfrage. Ich hakte im Chat nach (und diesen habe ich dann via Screenshots sehr wohl dokumentiert), und es wurde mir gesagt, dass ich den beantragten Gewinn 1x einzahlen und 3x umsetzen müsste, damit meine Auszahlung stattfinden kann. Nun, diese Information wurde mir im 1. Chat, obwohl ich nach den Bedingungen fragte definitiv nicht genannt. Doch genau darauf beruft sich nun das Casino und zahlt dementsprechend natürlich nicht aus. Ich ersuche um Klärung, nach Möglichkeit. Weiters habe ich seit dem 2. Chat nicht mehr gespielt und lasse diesen Gewinn ruhen, bis eine Erklärung vorliegt. Vielen Dank im Voraus für Ihre Bemühungen, Mfg Manuela Absatz

Hello manusluck,

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

• Could you please advise since when is your account fully verified?
• Did you ever deposit into the casino?
• When was the last time you spoke to the casino and what was it about?

Please note that a deposit requirement is not a bonus condition. It is mandatory to deposit to verify your payment method and a 3x rollover is for anti-money laundering.

Looking forward to your answer.

Regards,

Nick

Dear Nick.

My account has been fully confirmed by yesterday's verification (25.01.25)

Yes, I have made a total of 4 deposits via Neteller, but this did not result in any winnings for a withdrawal.

I last had contact with the casino via chat yesterday, and it was only about this "payout requirement", i.e., depositing winnings once and wagering them 3 times after fulfilling the bonus conditions.

It may be that the casino is in the right due to possible terms and conditions, but then they still withheld this information from me when I asked directly. Because the answer was: "after fulfilling the conditions you can pay out the winnings".

I also wonder why I was able to request a withdrawal at all and why it was even checked if there was a deposit request in between... normally you can

do not request a payout at all.

Greetings Manuela

Lieber Nick.

Mein Konto ist durch die gestrige Verifizierung vollständig bestätigt worden (25.01.25)

Ja, ich habe insgesamt 4x eine Einzahlung via Neteller gemacht, hieraus resultierten jedoch keine Gewinne für eine Auszahlung.

Ich hatte gestern zuletzt Kontakt mit dem Casino via Chat, und es ging ausschließlich um diese "Auszahlungsanforderung", sprich, Gewinn nach erfüllten Bonus Bedingungen 1x einzuzahlen und 3x umzusetzen.

Mag sein, dass das Casino im Recht ist durch mögliche AGBS, aber dann hat man mir diese Information dennoch vorenthalten als ich direkt danach fragte. Denn die Antwort war: "nach Erfüllung können Sie die Gewinne auszahlen ".

Für mich ist auch fraglich, warum ich dann überhaupt die Auszahlung beantragen konnte und diese auch geprüft wurde, wenn doch eine Einzahlungsanforderung dazwischen stünde... normalerweise kannst du unter diesen Umständen ja

gar keine Auszahlung beantragen.

Grüße Manuela

Dear Nick.

I have now read the bonus conditions in the T&Cs more closely. My understanding is that you have to pay out your winnings first and then make a deposit - that is definitely not true.

And then it says again that there is a minimum deposit, but not less than €10, to withdraw the winnings. Maybe I'm not understanding something correctly here, but since you are the professionals here, I'm convinced that you can solve this "payout problem" and then I'll know where I really stand in this case. Thank you very much for your support in advance. Best wishes Manuela

Lieber Nick.

Ich habe die Bonus Bedingungen in den AGBS inzwischen genauer gelesen. Meinem Verständnis ist zuerst der Gewinn auszahlen zu lassen und danach aber eine Einzahlung zu tätigen - trifft schon mal nicht zu.

Und dann steht wieder, es ist wohl eine Mindesteinzahlung, jedoch nicht unter €10 zu tätigen, um den Gewinn zu beheben. Vielleicht verstehe ich hier etwas nicht richtig, da ihr aber die Profis hier seid, bin ich überzeugt, ihr könnt dieses "Auszahlung Problem" lösen und dann weiß ich woran ich in dem Fall wirklich bin. Vielen Dank für eure Unterstützung im Vorfeld. Grüße Manuela

PS, however, I am not supposed to make a minimum deposit and wager it 3x, but I am supposed to deposit the amount of the winnings (€780.00) and wager it 3x.

PS, ich soll jedoch keine Mindesteinzahlung tätigen und diese 3x umsetzen, sondern ich soll die Höhe des Gewinns (€780,00) einzahlen und diese noch 3x umsetzen.

Dear team, a week has passed, do you have any news in the meantime?

Thank you for your feedback.

Manuela

Liebes Team, eine Woche ist vorüber, haben Sie inzwischen Neuigkeiten?

Vielen Dank für eine Rückmeldung.

Manuela

Hello manusluck,

The casino definitely should not request to deposit the amount of winnings - as explained above, a minimum deposit should be only to verify your payment method and as you did deposit 4 times already, they should not request it at all.

Before we would get in touch with them, can you please forward any communication between you and the casino related to this issue to nikolas.b@casino.guru?

Looking forward to hearing from you.

Regards,

Nick

Hello back.

Yes, I'm looking for the screenshots I took and will be happy to pass them on to you. I thought there was something strange about the request...I'm curious to see how it turns out... Regards Manuela

Hallo zurück.

Ja, ich suche zusammen was ich an Screenshots gemacht habe und leite euch das gerne weiter. Ich dachte mir schon, dass da irgendwas komisch ist an der Forderung...bin gespannt wie das ausgeht... Grüße Manuela

Dear team!

I just sent all the screenshots of the conversations to sent with a request for review. Thank you.

Manuela

Liebes Team!

Ich habe soeben alle Screenshots der Unterhaltungen an nikolas.b@casino.guru gesendet , mit Bitte um Überprüfung. Vielen Dank.

Manuela

Thank you manusluck for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Nick,

Thank you for your message. Unfortunately, I have reduced my winnings so much by continuing to play that there is no point in you taking any further action, so you can actually close the case, even though your result would be really interesting for me. Thank you for your efforts! Regards Manuela

Lieber Nick,

danke für Ihre Nachricht. Da ich inzwischen aber den Gewinn leider dermaßen reduziert habe durch weiterspielen, dass sich eine weitere Bearbeitung Ihrerseits nicht dafür steht, können Sie den Fall eigentlich schließen, auch wenn Ihr Ergebnis wirklich interessant für mich wäre. Ich bedanke mich für Ihre Bemühungen! Grüße Manuela

Dear manusluck,

I'm Michal, and I have taken over this complaint. I have examined the details of this case. Although it is unfortunate that you engaged with the funds and experienced a loss, I will reach out to the casino to clarify the situation, as it appears there may have been some misunderstanding.

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

Dear 1Go Casino,  

I would appreciate your clarification regarding the current situation. While I understand that there are standard wagering requirements for deposits, the amount required for the player appears to be quite unreasonable. I look forward to your explanation.

Hello, dear player and Casino Guru representatives! The deposit was requested by our specialists in accordance with clause 10.6.4: "In case of a repeated use of no deposit cumulative bonuses on the Company’s sites without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 1 000 ₽), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void". At the moment, according to internal data, the player has already used his funds on the game balance.

Best regards,

1Go Casino!

Dear 1Go Casino,  

I appreciate your clarification regarding the circumstances; it certainly provides a new perspective on the whole matter. While the situation may not be the most favourable from the user perspective, I recognize the policy that requires players to make a real money deposit between claiming no deposit bonuses. I also recognize that requesting several consecutive no deposit bonuses leads to the requirement for the user to make a deposit that matches the amount of the wagered bonus funds. This regulation is clearly outlined in the Bonus section of your terms and conditions.

Dear manusluck,  

I hope the casino team has given you a thorough explanation regarding the increased deposit requirement. It seems you may not have noted that the bonus in question was a consecutive no deposit bonus.  

To prevent any confusion moving forward, I suggest taking some time to review and understand the bonus terms and conditions, as well as adhering to them. I believe we have clarified the situation adequately. Can I proceed to close this case as addressed, or do you require assistance with anything else?

Dear manusluck,

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 manusluck,  

While it appears that the situation has been sufficiently explained to you, we have not received any further confirmation from you regarding this or if you require additional assistance. Consequently, we are forced to close this complaint as rejected. I would like to express my gratitude to the casino team for their cooperation. 

Please feel free to reach out to us should you encounter any issues with this or any other casino in the future, and we will try our best to help. 

Best regards,

Michal

Casino Guru