18bet Casino - Player’s attempts to close his account have been overlooked.

Played at a casino that also belongs to Shark 77. Casino Win big.

I gambled a lot of money and asked them to close my account due to gambling addiction. But they did not close first but sent more emails so I lost more. After a few emails, they closed the account.

When you close an account due to gambling addiction, you should not be able to play at their other casinos.

Gamblers live very much with 18bet.

They barely answer. And when they write, I'll just wait for the investigation ... which has taken several months now.

Dear Anna,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

"If you believe you have a gambling problem or just wish to take an enforced break from gaming, 18bet gives you the power to exclude yourself from playing for a defined period of time. If you choose to exclude yourself, you will be banned from betting on our site. 

All you need to do is contact our Customer Care team at support@18bet.com or click the chat icon and provide us with the period in which your account will be exluded. You may extend your exclusion at any time, however you may shorten or remove the account exclusion only once a 24 hour "cooling-off" period passes from the initial request for change."

Could you please confirm that you requested self-exclusion from this specific casino?

Would you be so kind as to forward your self-exclusion request to kristina.s@casino.guru? Alternatively, post it here. Also, please forward any other relevant communication between you and the casino.

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you for your email, Anna. I am sorry, but from what I can you didn't state that you want to self-exclude your account, and you didn't mention gambling addiction as a reason for closing your account, you just asked for account closure. I am afraid that we are not able to help you further under these circumstances and we don't think you are entitled to a deposit refund.

Do not hesitate to let me know if there is any additional information that could help us support you in this case or if I have overlooked something, otherwise, I will be forced to reject this complaint. Thank you very much for understanding.

Dear Anna,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.