Casinobet Casino - Player's account remains open despite closure request.

Hi Team,

I would like to raise a formal complaint against Casinobet.com.

Despite multiple requests and their promises to permanently close my account and apply an IP ban to prevent me from opening new ones, I have been able to repeatedly register new accounts and continue gambling on their site. I used the same address, similar email addresses, names, and even passwords, yet the system has never blocked or restricted me as they assured it would.

This failure has directly enabled me to make additional deposits and lose money that I should have been prevented from spending if the operator had upheld their commitment. I consider this a serious breach of responsible gambling obligations. I also proceed to get emails of offers from there site on emails that are self excluded due to this issue.

I am requesting a full refund of my deposits made today and in recent days that occurred as a result of this failure to enforce account closure and exclusion measures.

Sincerely,

S****

Hello,

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

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

• Do I understand correctly that you have adjusted your registration details when registering new accounts? What have you changed exactly, please?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I was able to deposit today again off a username garyicy. I’ve been able to do it off the same addresses birthdays and ip and phone number. I want a refund for the last 3 accounts. I’ve been begging for months to ip ban me and I was promised that it would be done and any future accounts would be closed instantly.

I’ve only changed the email. The name addresses are all the same same with ip and uid of device.

Hi,

Ive emailed you a lot of emails as evidence that this is an ongoing issue. I will provide screenshots of the information as well.

Hi Katarina,

I sent a lot of evidence of them ignoring limits, exclusions and multiple aspects. All I ask is for a refund of the last 5 deposits. They’ve won $10,000 or more from me.

They let me deposit again today under the same first last name same address phone number and everything and basically told me it doesn’t matter to them about responsible gambling. Please help me retain these funds back.

Hi,

also to elaborate. It says on there site in the responsible gambling section to contact live chat support to add limits which I did. However, they never added any limits and stated they’d get back to me and then said they couldn’t add limits. That itself led to me losing $7,000 alone. I’m at a total of $15,000 in losses including last nights. I’m asking for the $7,000 to be refunded due to the fact that they did not put on limits. As well as the amounts with the same information accounts which had withdrawals done from the same information and crypto addresses.

sincerely,

Hello sati725,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear sati725,

Thank you for your messages and emails. Your point is understood. We kindly request that you refrain from creating new accounts at this casino, as this activity may hinder our efforts to mediate this complaint effectively. It is important that the casino perceives a genuine effort to resolve this issue, and the creation of additional accounts may be interpreted as counterproductive.

I will now transfer your complaint to my colleague Matej (matej.l@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 sati725, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Casino Bet to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

I have received a response from the casino, and tested their registration process myself.

Dear sati725, for me to continue the investigation, can you please answer these questions for me:

• Have you re-registered using the same e-mail, nickname and/or phone number? Or did you always use a different one?
• Have you filled out your account details (name, DOB, address, country, phone number etc.) in your subsequent accounts with your own, real credentials?
• Have you filed out personal details in your subsequent accounts at all, and if so then at what point?
• Have you used the same payment methods, accounts and providers with each of your accounts?

Thank you.

Different emails, but the main issue regarding the limit I asked for to be put on for a week straight and got ignored. That was about $4,000 itself. I used similar payment providers, like Xrp and ltc and other coins with the same address as well as withdrawal address. I entered my address in as well.

I want to share my experience with Casinobet Casino. On their website, under the Responsible Gambling section, they clearly state that you can contact live chat support to add limits. I followed this process and contacted support, but they never added the limits. Instead, they told me they’d "get back to me," and later claimed they couldn’t add limits at all.

Because of their failure to honor their own responsible gambling policy, I ended up losing $7,000 that could have been prevented if the limits had been applied as promised. My total losses are now around $15,000, including that other night.

I am specifically requesting a refund of the $7,000 that directly resulted from their refusal to set limits when I asked. On top of that, there are also transactions and withdrawals connected to accounts using the same information and crypto addresses, which makes the situation even more concerning.

I feel Casinobet ignored my responsible gambling requests for days, despite their own site making it clear that live chat can handle it. Players should be aware of this before depositing. I as well was able to use the same ip repeatedly and same device.

While waiting for the reply from the Casino Bet representative I have sent last week, I have one more question for you, sati725. Roughly when did you see the Responsible gambling page talking about deposit limits, please?

The 13th of June this year.

here’s a screenshot of it talking about them right now.

I see. Our review of this casino has been updated in August, and limits are no longer mentioned, also live chat agents confirmed only responsible gambling tools they have are time-out and self-exclusion. We'll see if the casino rep replies and take it from there.

Hi Matej,

This is prior to that time. From June 13, clearly they changed it after my situation and me causing a fuss by posting complaints and filing them with the regulator.

Sincerely,

S.

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.

Hello. The casino representative contacted me via e-mail and provided evidence for this case. I have asked additional questions and once I have the answers, I will post an update in this thread.

Hi,

Are they finally admitting the limits aspect and how they were wrong?

Please cross out my name at the end!

Hello, since the Casinobet has a quick registration option where only e-mail is requested, it is impossible to completely exclude you and prevent you from re-registering. Also banning your IP is futile as that can be changed by couple of clicks. This is an issue with semi-anonymous casinos that also accept crypto payments, which prevents them from using complex measures in the area of self-exclusion and responsible gambling.

Right now I am investigating when and how were the personal details filled in your additional accounts, which will help me determine what kind of issue we are dealing with and the amount of refund we can ask for.

Sounds good, also please do talk about the limits as well. I just wanted my money after that limit was requested and begged for.

If they refund the amount that was deposited after asking for the limit and they acknowledged they could do it but never applied it I’ll be happy and it’ll be good in my books.

I'll let you know as soon as I have more updates, no worries.

Any update? It’s the last chance they have now right? If they had the right to set limits and it was advertised that’s the reason I deposited. The Least they should be able to do is refund that amount after that aspect even on the same account.

I have received further communication from the casino representative, and I have requested to be provided with evidence supporting their stance.

Dear sati725, do you know in which accounts you have filled out the personal details and only then deposited money? ID or e-mail used will suffice, and I will mark that post as sensitive, to keep the information private.

It’s so unfair, as I asked for limits to be put on as indicated on there site and that was never done that caused over about $7,000 in losses. They need to refund that and deal with the fact that it’s there fault they did not follow responsible gambling guidelines as advertised (the only reason I even played was because of the responsible gambling aspect) however that wasn’t even kept up with.

Thank you very much for the details, I have messaged the casino representative and am waiting for the response. I will keep you updated as soon as I hear back!

Matej, i am really concerned about the losses after asking for a limit to be put on that’s against responsible gambling policies.

I have now received the evidence from the Casinobet Casino representative, and can conclude this case.

Dear sati725, I will try to sum up the information and explain each point separately for better clarity, please bear with me.

• Self-exclusion

As explained in the previous post, Casinobet is a semi-anonymous casino, allowing players to register using only an e-mail address and a phone number. Both can be changed and obtained easily on the internet, so blocking them is not going to solve the issue in the long run. Another pointless thing would be blocking an IP address, since that can be easily changed or disguised via tools freely available on the internet too. Due to this, unfortunately the casino has no dedicated option to prevent you from re-registering. This is the issue of anonymous and semi-anonymous casinos, where the usual methods of self-exclusion and player protection are impossible to implement. Knowing this, the only available option for yourself would be installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. This way you will be safe from accessing Casinobet (as well as multitude of other online casinos) and re-registering. If you opt out from using this option, unfortunately we will not be able to help you in the future if this same situation occurs.

• Your credentials and deposits

Casinobet has provided me with screenshots form their internal system (which I am unable to share publicly for legal and security reasons) for each of your accounts. After double-checking the time stamps, all of them share the same pattern: account is created, deposits made, played, then the details are filled out and refund due to the failed self-exclusion is requested. To make matters worse, few times completely different credentials have been used, to disguise your identity. Since the above clearly shows malicious intent, bad faith and borderline fraud, I am unable to mediate any kind of refund from the Casinobet, as we do not condone free betting.

To sum it up - Casinobet is a semi-anonymous casino where the usual self-exclusion tools is impossible to implement. According to the evidence, you are well aware of this fact and trying to use this to your advantage. I would again recommend using BetBlocker, and please be aware that any future complaints regarding failed self-exclusion at Casinobet will be automatically rejected by Casino Guru, since the proper tools for blocking the casino have been now provided. Thank you for your understanding.