Bambet Casino - Player reopened self-excluded account, lost money.

Dear Madam/Sir,

I friendly want to ask you for help cause of my problem:

I opened a account at bambet on the 22th April 2022.(­Old­_Ac­cou­nt_­Ope­nin­g.pdf) and verificated it at the 27th April 2022(V­eri­fic­ati­on_­Acc­oun­t1_­ori­gin­al/­tra­nsl­ate­d.pdf)

On the 15th May 2022 I closed the account permanently cause of my gambling issues­(Cl­osi­ng_­Acc­oun­t1.p­df).

I've got still hard gambling issues, so I have opened a new accoun­t(N­ew_­Acc­oun­t.pdf) at the 25th Jan 2024.

I didn't get the information about a double account.

Then I started the verification and it was accept­ed.(­Ne­w_A­cco­unt­_Ve­rif­ica­tio­n.pdf).

I've used exactly the same ID-Card as the first verifi­cat­ion.(a­ttached the backside of my ID-Card)

I didn't moved to another adress, still living at the same adress since 2018.

I'm so sorry, but I didn't know what type of player protection this is. :-(

Can you please help me to get my lost money back and that they close my account/my ID forever?

If they do this with every person which has gambling issus, this is very sad.

Attached all transactions:

Deposits: 2.490€

withdrawals: 1327,40€

Difference: 1.162,60€

Thank you very much for helping.

Best regards

Dear betzebub11,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bambet Casino.

Several documents you mentioned in the complaint haven't been uploaded.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please send me the initial request for self-exclusion in the casino? My email is tomas@casino.guru
• Are both your accounts in the casino currently blocked?
• Have you requested a refund from the casino directly? With what result?

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

Best regards,

Tomas

Hello Tomas,

thank you for helping.

I send you the E-Mail with all the files.

To understand the file names:

"Account1" is the closed account

"newAccount" is the double Account

Are both your accounts in the casino currently blocked?

No, only the first one is blocked cause of gambling issues.

The second one is open and verificated.

Have you requested a refund from the casino directly? With what result?

I've written them today, but I'm absoluty sure, that they will not answer.

Only public pressure with your help will help.

Thank you very much and have a nice day.

Best regards

Hello Tomas,

I send you a second E-Mail now with the answer of my E-Mail I send to Bambet.

They have "answered" as I thought...only the account is closed and nothing about the refund.

Best regards

Thank you very much, betzebub11, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello betzebub11,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bambet Casino to join the conversation and participate in the resolution of this complaint.

Dear Bambet Casino,

Could you kindly provide your comments on the player's issue? How was it possible for them to gamble with funds despite the KYC process that should have identified the self-excluded player?

Thank you.

Kind regards,

Tomas

Casino.Guru

Hello,

Warm greetings to you. We sincerely regret the situation that has unfolded. However, we are eager to address and resolve the matter. The issue is under active consideration, and we will certainly investigate and get back to you promptly.

Dear betzebub11, could you please clarify from which email address you contacted our support regarding the refund?

Thank you for your understanding, and please rest assured that we are committed to finding a resolution.

Kind regards,

Bambet support

Hello,

Bambet has written me one hour before this message by email, that I will get my money back.

I've written directly back and they answered it will processed as soon as possible.

I will inform when I've received the money.

Hello,

case could be closed.

I received the money.

Thank you very much for your help.

Best regards

Dear betzebub11,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future.

We are here to help.

Best regards,

Tomas

Casino.Guru