5bet Casino - Player’s account should remain closed.

I asked Casino 5bet.com to close my account permanently because I have a gambling problem. However, when I later ask to reopen my account, they reopen it again, even though I clearly requested permanent closure. This is exactly what I am trying to prevent. My account should remain permanently closed and must never be reopened, even if I ask for it in the future.

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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.

• Could you please forward me all the original self-exclusion requests you sent to the casino, along with the casino's responses, at veronika.f@casino.guru? If possible, please forward the complete email threads or attach the original emails as .eml files.
• Has the casino ever confirmed that your account was successfully closed? If so, please forward me the relevant confirmation.
• Which communication channels did you use to request self-exclusion?
• Is your account fully verified?
• When did you first request to be self-excluded due to gambling addiction? When was your account closed for the first time?
• How many times has your account been reopened since your initial self-exclusion, and when did each reopening occur?
• When was the last time the casino closed your account, and is it currently still closed?

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mgur79,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika