BetRepublic Casino - Player's account remains open despite self-exclusion request.

Casinos: Betrepublic, Golisimo, GoKong

trotz mehrfacher Bitte um Sperre meines Kontos aufgrund von Spielsucht ist mein Konto weiterhin offen und ich kann ohne Limit einzahlen.

seit 14.5.

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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 the uncropped, original account closure request that you sent to BetRepublic Casino, along with the casino's responses? My email address is veronika.f@casino.guru.
• Have you received any follow-up emails from BetRepublic casino to your self-exclusion request?
• Have you tried reaching out to the casino through other communication channels as well, for example, live chat?
• Have you passed the full KYC verification at this casino?

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

Liebe Veronika:

Könnten Sie mir bitte die ungekürzte Originalversion Ihres Antrags auf Kontoschließung, den Sie an BetRepublic Casino gesendet haben, zusammen mit den Antworten des Casinos weiterleiten? Meine E-Mail-Adresse lautet: - Werde ich sofort weiterleiten.

Haben Sie von BetRepublic Casino im Zusammenhang mit Ihrem Antrag auf Selbstausschluss weitere E-Mails erhalten? NEIN keine EMails von BetRepublic

Haben Sie auch versucht, das Casino über andere Kommunikationskanäle zu kontaktieren, beispielsweise per Live-Chat? NEIN - nichts. Livechat war nicht verfügbar

Haben Sie die vollständige KYC-Verifizierung in diesem Casino durchlaufen? - NEIN. Ich wollte Auszahlen, aber dies ging nicht und die KYC war nicht eröffnet.

Hello Jakub02,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Bitte um schnelle Hilfe. Das Casino schließt mein Konto einfach nicht trotz mehrmaliger auch LiveChat anfragen

Thank you for your email and for your patience while I was away from the office.

Based on the files you sent me, I can see that you first requested self-exclusion on 14 May. The casino responded on the same day, asking you to confirm your decision by replying to their email.

Did you send them the requested confirmation to proceed with the closure of your account? If so, please specify exactly when you sent it and forward me a copy of that confirmation email as well.

Have you contacted customer support again regarding your self-exclusion request at any point between 14 May and 29 May?

Is your account currently still open, or has the casino closed it in the meantime? If it has been closed, kindly specify the exact date of closure.

Thank you in advance for your cooperation.

Liebe Veronika.

bei den Email Anhängen hat Betrepublic auf keiner meiner Emails geantwortet und mein Konto auch nicht gesperrt. Die Bestätigung zur Schließung kam von Golissimo Casino die aber auch danach mein Konto nicht geschlossen haben dazu gibt es aber eine separate Beschwerde zu Golisimo

Dear Jakub02

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, Igor (igor.p@casino.guru). 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

Dear Jakub02,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the BetRepublic Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a BetRepublic Casino representative to join this conversation and participate in resolving this complaint.

Dear BetRepublic Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

BetRepublic Casino reached out to me via email. Here is their reply:

Dear All,

Thank you for contacting us!

We would like to inform you that we are representing only Betrepublic.com.

Regarding the customer's complaint for delayed closure, after further investigation from our side, we have noted the following:

The customer has indeed requested closure of his account on 14th of May 2026, to which he received a reply per our procedure from Terms and Conditions point 3.7 for confirmation of balance voidance.

( T&C 3.7: Closure of your account: You may request the closure of your account at any time by sending an email to customer support at support@betrepublic.com, subject to the following conditions:

- You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.

- In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.)

- Our email remained not replied, therefore the account was still open, since we did not receive confirmation.

The account is now closed.

liebes Betrepublic Team.

1. diese Nachricht haben sie or nie gesendet.
2. Ich hatte nie Restguthaben
3. Ich habe Ihnen vom 14.5 bis Mitte Juni mehrere Emails gesendet mit der Bitte mein Konto zu schließen AUFGRUND VON SPIELSUCHT!!

Hallo Igor,

​wie Sie sehen, widerspricht sich das Casino komplett selbst. Zuerst hieß es, es gäbe keine E-Mails vom 14.05., und nun bestätigen sie den Erhalt plötzlich doch, erfinden aber eine angebliche Mail zur Kontoverfizierung/Guthabenstornierung, die nie geschickt wurde.

​Unabhängig von diesen Schutzbehauptungen: Das wichtigste Argument ist, dass meine Schließungsanfrage wegen akuter Spielsucht erfolgte. Bei Spielsucht darf ein Casino das Konto nicht wegen angeblicher interner Prozesse (wie AGB-Punkt 3.7) offenlassen und den Spieler weiter Tausende Euro verspielen lassen! Eine Suchtmeldung erfordert die sofortige, bedingungslose Sperre.

​Der finale Beweis für den Systemfehler:

Die Schwestermarke dieses Betreibers (GoKong) hat mir schriftlich bestätigt, dass exakt diese E-Mails vom 14. Mai aufgrund eines „technischen Lieferproblems auf Casinoseite" blockiert wurden. GoKong hat den Fehler eingestanden und erstattet mir die Einzahlungen zurück. Ich hänge Ihnen diese Bestätigung als Beweis an.

​BetRepublic versucht hier bewusst, die Unwahrheit zu sagen, um sich vor der Erstattung zu drücken. Bitte prüfen Sie diesen eindeutigen Fall von verletztem Spielerschutz."

Dear BetRepublic Casino,

Could you please forward me the exact communication between you and the player that you are referring to?

Dear all,

I would like to inform you that I have received an email from the casino containing further insights.

Dear Jakub02,

Before we proceed further with this case, I would like to clarify the timeline and give you the opportunity to add any additional information you consider important.

• Your initial self-exclusion request was sent on May 14 via a mass email, which was also sent to other casinos, such as GoKong, WildTokyo, etc.
• On May 29, you sent another mass email.
• On May 30, you sent your first individual email to BetRepublic Casino support.
• Did you receive any confirmation email, ticket, or other acknowledgment in response to any of those emails?
• Did you make any deposits after May 30?

Thank you in advance for your cooperation.

Lieber Igor:

ich war am Ende als ich anfing die gesamte Sperren an verschiedene Casinos zu senden. Ich habe einfach nur alle Casinos bei denen ich da noch online war hinzugefügt und gebeten mein Konto sofort zu schließen.

Einige aus der Massenemail haben sofort geantwortet.

von Betrepublic habe ich das erste Mal eine Email - bzw die Bestätigung am 10.06.26 erhalten und das nicht von der support email sonder von den complaints. da ich aus eigenenr Hand nach dem Go Kong Fall mir dachte ich versuche es nun hier. und da wurde dann am 10.06 endlich bestätigt das dass Konto geschlossen wurde

. Zuvor kamen keine. Ich habe die Livechat kommunikation nicht, da habe ich am einige Male im Juni auch darum gebten das Konto endlich zu sperre. JA ich habe nach dem 30.05. noch eingezahlt aber ich weiß nun nicht mehr wie viel.

Dear BetRepublic Casino,

Could you please forward the player's deposit history to me, covering the period from May 14 until the account was closed?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

The casino has informed me that they are still working on my request.

Dear BetRepublic Casino,

Thank you for your update.

Please do not hesitate to reach out to me as soon as you send me the player's deposit history.

Additionally, please note that the complaint timer should be respected. If responses continue to be provided only close to the deadline, we will shorten the response time.