BBRBET Casino - Player’s account closure has been delayed.

Hello, good afternoon. For over a month I have been asking bbrb staff to close my account due to problems I am having with the game. However, they have responded that they cannot because they do not have access to close accounts, that I stopped using it for 30 days and that it will close itself, and after the last time I asked them, I have lost close to 90 thousand pesos.

Hello oscarsamaniego089,

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

• Could you please advise when exactly did you request for self-exclusion for the first time?
• Did you specifically mention gambling problems/addiction to them?
• When was the last time you spoke to the casino and what was it about?

Please forward your initial request which you have sent to the casino along with their response to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

Of course I would like to show you the screenshots where I requested the closure, specifying many times that I have problems with the game. I have told them that I have spent my rent and food money and that they help me close the account and they still don't help me. In fact, I have evidence where I tell them that I hold them responsible for all the losses I have had since my request and I haven't succeeded.

Dear oscarsamaniego089,

Did you ever contact the casino's e-mail support to request for self-exclusion?

If not, please try to contact them as soon as possible.

Additionally, we unfortunately can't consider these screenshots as relevant as it does not indicate which casino is the conversation going on with.

Looking forward to hearing from you.

Regards,

Nick

The answer you gave me is a mockery. Do you want some clearer screenshots? I requested the closure of my account through the only means where I and the casino have established contact.

Hello oscarsamaniego089,

Unfortunately, live chat support often consists of outsourced representatives who do not have access to player accounts and cannot make any changes.

However, the casino has a clearly outlined process for self-exclusion: https://www.bbrwin.com/article/000003/41

Please contact them directly via the provided email address and formally request self-exclusion, ensuring you mention gambling addiction in your request.

Let us know the outcome.

Best regards,

Nick

Dear oscarsamaniego089,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.