The player from Germany had requested indefinite self-exclusion from Casinobet Casino due to gambling addiction. After an initial account closure, the account was reopened, 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 but did not receive any communication from the casino. The complaint was marked as unresolved due to the casino's lack of cooperation and non-response. 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: 329
Amount: €568
Casinobet Casino
Safety Index:Above averageCase summary
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
Hello,
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 [email protected]. Preferably, please forward me the original emails, not just screenshots. Thank you for your cooperation.
Hello,
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 ([email protected]). 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
Hello 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 [email protected].
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
