The player from Germany had requested indefinite self-exclusion from Casinobet Casino due to gambling addiction. After an initial account closure, the account had been reopened without his consent, allowing him to deposit and win again. He then requested self-exclusion again, which resulted in his account being blocked. He sought a refund of his deposits minus his withdrawals made after the account was reopened but did not receive cooperation from the casino. The complaint was marked as unresolved due to the casino's lack of response and refusal to refund, and since Casinobet Casino was regulated by the Curaçao Gaming Authority, which did not mediate individual disputes or order compensation at that time, no binding resolution was provided. The player was advised to submit a complaint directly to the Curaçao regulator for further consideration.
Casinobet Casino - Player's account was reopened after self-exclusion request.
Failed self-exclusion
Black points: 215
Amount: 299 XRP
Casinobet Casino
Safety Index 7.1 Above averageCase summary
Translation
Hello,
I would like to file a complaint against Casinobet Casino.
Here's what happened:
I registered and played at the casino as normal.
After a while, I formally and correctly excluded myself from the game due to gambling addiction. I also stated that the ban should be indefinite.
The casino initially informed me of limitations on its platform. However, I declined and requested indefinite self-exclusion due to gambling addiction, as the platform offers very weak player protection measures. I also provided my name and date of birth. I wrote the email from the account I use to register at the casino.
The account was then closed, but later reopened. I deposited again, won, and deposited even more.
I would like to point out that I have NOT opened a new account.
I contacted the casino again and once more requested an indefinite self-exclusion. My account is now also blocked. I have also requested a refund of my deposits minus my withdrawals.
The casino never contacted me again after that.
I have both my deposit history and my proper self-exclusion applications as evidence.
I hope the Casino Guru team can help me with this matter.
Kind regards and many thanks
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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.
- When exactly was your account reopened?
- How did you find out that your account was accessible again? Did you request the reopening yourself, or did the casino inform you by email that they had reopened it?
- Is your account currently closed?
- How did the casino react after you raised the issue regarding your account being reopened?
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
TranslationHello,
I don't know exactly when my account was reopened. It suddenly became active again. I went to the website and saw that the account was open again. My account is currently closed. The casino reacted by closing the account again. Unfortunately, I haven't heard anything from the casino since, including regarding a refund.
Originally, I wanted to attach the additional information as an email, but I could only attach a maximum of 5 images.
Please forward me all the additional communication that could be relevant to the investigation of your case at veronika.f@casino.guru. Preferably, please forward me the original emails, not just screenshots. Thank you for your cooperation.
TranslationHello,
I have submitted all the necessary evidence via email.
Greetings and have a nice weekend!
Thank you!
Dear Samsam213
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 Samsam213,
I am sorry to hear about your problem with Casinobet Casino.
I will now try to contact a Casinobet Casino representative via email. Hopefully, they will join this conversation and participate in resolving your complaint.
If a Casinobet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.
Best regards,
Igor
TranslationHello Igor,
thank you very much for your help.
I have already contacted the casino again by email, but unfortunately I have not received a response yet.
Greetings
Hello everyone,
I would like to inform you that I have managed to get in touch with a casino representative outside of this thread.
They’ve asked me to provide some information, which I did.
Hopefully, they will reply soon and provide more updates regarding this complaint.
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 Samsam213,
I have repeatedly tried to contact Casinobet Casino, but after the initial response, I have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
Unfortunately, since the Casinobet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.
However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.
Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.
You can find further guidance on submitting complaints to regulators on this link.
I'm truly sorry I couldn't offer a more favorable resolution in this case.
Best regards,
Igor
We’ve reopened this complaint at the request of Casinobet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
The casinos have submitted a request for reopening, which is outlined in the following message.
I will take the time to review the case once more and will keep you informed about the next steps. Thank you for your patience.
Hello everyone,
I apologize for the delayed answer.
I want to start by assuring everyone that we take responsible gaming very seriously and always prioritize the safety and well-being of our players.
In this case, the player requested the closure of his account, which was processed and confirmed via email on November 15th, 2025.
On November 26th, 2025, the player contacted our support team indicating that he was able to access the account again after having made several deposits and submitting a withdrawal request. According to our records, the player proceeded to log in, deposit funds, and play before contacting support regarding the account status.
If we had been informed immediately that the account was accessible again, prior to any deposits or gameplay, our team would have been able to promptly investigate and close the account again without any transactions taking place. Once the player contacted us, the account was closed again without delay.
As the deposits and gameplay occurred before the issue was reported to our support team, and the transactions were completed normally through the player’s active session, we are unfortunately unable to issue a refund.
Nevertheless, we remain fully committed to responsible gaming and will always assist players who request account restrictions or closures.
Translation"First of all, I would like to assure everyone that we take responsible gaming very seriously and always prioritize the safety and well-being of our players."
- So you take responsible gaming so seriously that you wouldn't accept my self-exclusion request? I wanted to exclude myself from the game indefinitely due to my gambling addiction, and you pointed me to the function on the website where you can only exclude yourself for a few days at most? You want to let someone who reports themselves to the operator as a gambling addict continue playing? Who are you trying to fool?
"In this case, the player requested the closure of his account, which was processed and confirmed by email on November 15, 2025."
- I didn't request closure, but rather an indefinite self-exclusion due to my gambling addiction. That's a big difference, you should know that! - You guys take responsible gambling very seriously, don't you? ;D
"On November 26, 2025, the player contacted our support team and reported that after several deposits and a withdrawal request, he had regained access to his account. According to our records, the player logged in, deposited funds, and played before contacting support regarding his account status."
A gambling addict will gamble; that's the problem with addiction. A gambling addict will also borrow money they can't pay back. A gambling addict might gamble away €10,000 in a month even though they shouldn't. There are safeguards in place for this, such as a self-exclusion function. This is a feature you absolutely must offer! You were aware of my addiction, so why is my account being reopened? Why give someone who wants to quit gambling because of their addiction the opportunity to continue playing? I don't understand it. You wouldn't give a drug addict more drugs, would you? Or is this standard practice at Mandarin Gaming/Casinobet?
"Since the deposits and gameplay took place before the problem was reported to our support team, and the transactions were completed normally during the player's active session, we unfortunately cannot issue a refund."
Then you should have remained silent and simply let the complaint stand. Your ridiculous explanation only makes the whole thing worse. Give me the refund I'm entitled to, and that's it. The only reason you're even contacting me is because of my online reviews about you. You don't care about the players. If I've learned one thing from Curacao and offshore casinos, it's that people and their well-being come last! People are fleeced down to the last cent; everything is done to keep them gambling. Addicts are exploited, and they lose everything! They lose their joy, their self-confidence, their jobs, their homes, they lose their loved ones. What's left for a gambler? Nothing! You didn't care about my self-exclusion request; YOU are the ones to blame, YOU made the mistake. YOU didn't block the account. YOU allowed me to continue gambling. So act normal and don't blame me, because the blame lies with you!
I will continue to report about you online until I receive my refund!
Dear Casinobet Casino,
After reviewing this case once again, I would like to point out one crucial detail.
The player informed your support in two consecutive messages about his gambling problem and his wish to close his account indefinitely.
However, your support only offered him a "take a break" option and later proceeded to close the account as a regular closure.
In a situation like this, preventive measures should be taken, and the account should be closed indefinitely due to gambling-related problems.
Therefore, the player should be eligible for a refund of all deposits made after his requests.
Could you please provide a record of all the player’s deposits since November 15th, 2025?
Thank you.
Hello,
During the short period when the player's account was temporarily active, the customer voluntarily carried out multiple transactions (the transactions were made over a period of around 26 hours):
- 20 deposits totaling 689.77 XRP
- 1 withdrawal totaling 390.79 XRP
It’s important to note that the player did not report that the account was still active and that they were able to play. All deposits and the withdrawal were made voluntarily, and the player had full control over their actions during this time.
The account had been initially closed by our support team. However, due to an internal incident, the player temporarily regained access. According to our Terms & Conditions (22.7), players who self-exclude or have their accounts closed must not attempt to use the services, and the operator cannot be held responsible for any losses or consequences resulting from the player continuing to play.
Because the transactions were carried out by the player and in accordance with our policies, they cannot be reversed. We reinforced our internal procedures to prevent similar situations in the future.
While we empathize with the challenges gambling can present, any claims for a refund in this context cannot be accepted.
A record of the player’s deposits can be provided privately if necessary. I don’t believe it’s appropriate to post them publicly.
Best regards!
Dear Casinobet Casino,
I understand that such a mistake might happen on your side, but once a player’s account is closed due to self-exclusion, it should never be reopened.
Especially, if the player was informed that their account had been permanently closed.
Therefore, the player should be eligible for all deposits (minus withdrawals) made after the account was reopened.
Dear Samsam213,
According to the casino, after your account was reopened, you made the following deposits and withdrawal.
- 20 deposits totaling 689.77 XRP
- 1 withdrawal totaling 390.79 XRP
Are these amounts correct, or would you like the casino to provide an official record?
TranslationHello,
I assume the amounts are correct. The deposits shown in my screenshots from the casino system are in euros, so I can't verify exactly whether the cryptocurrency amount matches.
Greetings
Dear Casinobet Casino,
As I previously mentioned, I acknowledge that errors can occur on your part. However, once a player’s account is closed due to self-exclusion, it is important that it remains closed.
Consequently, the player is entitled to all deposits (minus withdrawals) made after the account was reopened, which amounts to 299 XRP.
Would you like to provide any further comments regarding this situation?
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 Samsam213,
Since the casino has stopped responding again, I will mark the complaint as unresolved in our system. Unfortunately, without cooperation from their side, there is little that can be achieved. I understand this is not a satisfactory resolution to your issue. However, the decrease in the casino’s rating due to unresolved complaints may help encourage a change in their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
Unfortunately, since the Casinobet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.
However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.
Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.
You can find further guidance on submitting complaints to regulators on this link.
I'm truly sorry I couldn't offer a more favorable resolution in this case.
Best regards,
Igor
