1Bet Casino - L'account del giocatore è stato chiuso e le vincite sono state ritardate.

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:

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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 [email protected]. 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 ([email protected]). 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 [email protected] 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 [email protected].

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