The player from Austria had requested an immediate self-exclusion due to gambling addiction but faced continuous delays and inadequate responses from the casino. Despite seeking help, he had deposited €250 twice and €100 once, losing all within a short period, and then asked for assistance in recovering his funds. We reviewed the case and found that the casino had requested additional clarification from the player, which was not provided, and that the account had been closed on February 5th after no further deposits were made. Due to unclear communication from the player regarding his gambling concerns and the permanent closure of his account, we were unable to provide further assistance and had rejected the complaint.
DirectionBet Casino - Player's account closure request is delayed.
Closed
Our verdict
Unjustified complaint
Amount: €600
DirectionBet Casino
Safety Index:Below averageCase summary
Discussion
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4 weeks ago
Translation
Dear Sir or Madam,
Unfortunately, I have the same problem as a few other people with this casino. Last week, I urgently requested an immediate self-exclusion via live chat and email. I was constantly given the runaround, and every email, even after a more detailed description of my problem, simply said to describe the problem again. I was really annoyed. Today, my addiction got the better of me again, and I deposited €250 twice and €100 once. Of course, it was all gone again within 1.5 hours. I explained the situation to them in detail several times and practically begged them to close my account. Could you please help me get my money back?
I only replied briefly to the second email because I had already explained my problems in detail during the live chat. (Unfortunately, I no longer have the live chat history.)
Thank you in advance for your efforts; it's truly shameful that one keeps giving in to temptation, especially when one has access to an online casino... 🙁
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3 weeks ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear ch2106, thank you very much for submitting your complaint. I am truly sorry about your negative experience with DirectionBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you received any responses from the casino via email regarding your self-exclusion requests?
- Do I understand correctly that you currently still have access to your account?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please send receipts of your deposits along with any additional evidence? You can reach me via email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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3 weeks ago
TranslationHello Attila,
Yes, I received a response to my self-exclusion request. The first time was quite quick, on the same day. Chronologically: I submitted a self-exclusion request on January 27th. First, after a lengthy and fruitless live chat, I tried again via email. This email was very clearly worded. They then wrote to me later that same day, outlining my request, to which I replied on January 27th, requesting permanent self-exclusion. After that, there was no response from the casino until January 31st. Then another email arrived, asking the same question: Why do I want to close my account? I didn't reply to this one. I know that was wrong. But I'm familiar with this system; you often have to write emails for weeks, receiving only very reluctant replies, just to close your account. I clearly communicated to them via live chat and email that I have a gambling problem.
My account was never closed, neither after the live chat nor after my email requests for immediate permanent self-exclusion.
I still have access to the account and always have!
I only completed the deposit process. I didn't complete the KYC process for withdrawals, as I was never able to make any withdrawals.
Attached are the supporting documents for yesterday's payment of February 4th.
I know it was wrong not to reply to the email from January 31st, but believe me, it's just exhausting when you keep getting the same email, something like: "Please explain again why you want an exclusion." 🙁
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2 weeks ago
Dear ch2106,
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, Michal (michal.v@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,
Attila
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2 weeks ago
Hello ch2106,
My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear DirectionBet 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.
Respectfully,
Michal
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2 weeks ago
Dear Michal,
After first reaching out to us via chat, the player was advised to send his properly formatted request to the designated e-mail address.
As you know, due to the sensitive nature of this type of request, and given that the initial request was not concise enough, additional information was required. Our dedicated team asked the player a few more clarifying questions in order to determine the best way to handle the matter.
Although a clear request was not received, our team took initiative to ask for more details and then proceeded with closing the player's account within the standard timeframe mentioned in our Terms and Conditions.
We hope that we provided clarity on the matter above.
Kind Regards,
DirectionBet Casino
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2 weeks ago
Dear DirectionBet Casino,
Thank you for the reply. Can you confirm for me when exactly you received the email from the player with the self-exclusion request, and also when his account was closed?
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1 week ago
Dear Michal,
We would like to note that the player reached out to the proper e-mail address on 27/01/2026 and, on the same date, received a response from us in which they were asked for clarification. As we mentioned in our previous reply, due to the sensitive nature of this type of request, additional information was required.
In accordance with our Terms and Conditions, when a player requests self-exclusion, it is important to have a clear indication or reasoning, as well as a specified time period for the exclusion. When clear indication or reasoning is provided, this not only helps the relevant department know that the player’s request is related to problematic gambling-related behaviour, but also helps avoid misunderstandings and future issues down the line.
Despite the player not providing any clarification or explicit indication of gambling-related issues, the request was still processed accordingly and their account with us was deactivated on 05/02/2026.
We hope to have shed light on the matter.
Kind Regards,
DirectionBet Casino
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1 week ago
TranslationDear Directionbet Team,
Hello Michal,
To clear up any ambiguities and untruths, I would like to respond to this answer again.
The message contains many things that I see differently.
1. "Although the player did not provide any explanations or explicit indications of gambling problems, the request was nevertheless processed accordingly and his account with us was deactivated on 05.02.2026" (Direction Team)
I clearly stated in the email that I needed more money than I had available. According to their responsible gambling guidelines (which they also claim to adhere to on their website), this strongly suggests a gambling problem.
Although they claim to have closed the account on February 5th, I remained logged in for several days afterward. Therefore, as Michal requested previously, I ask for a detailed explanation of exactly when my account was closed, including screenshots, etc. February 5th is precisely the day my complaint was received here on Casinoguru. This strongly suggests that my account was closed because of the complaint here, and not due to their terms and conditions or player protection measures. Why did they close the account on February 5th, according to their own account information, if they state above that they do not close accounts unless everything is resolved? ("To prevent imbalances").
My account was closed here because of this complaint; otherwise, it would still be open today. This is also confirmed by the numerous other complaints.
In my email of January 27th, I clearly and explicitly stated all the important and relevant information to close my account immediately, as required by the regulations for responsible gaming.
The length: "permanent self-exclusion"
The reason: "because I need more money than I have available (=questionable gambling)"
From when: 2x clearly mentioned "I would like to request an immediate self exclusion"
"I would like to request that the account be closed immediately."
As the other complaints about their casino and my case show, they simply leave accounts open despite detailed information and requests for closure, hoping that people will then play again.
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1 week ago
Dear DirectionBet Casino,
Could you please clarify if there were any additional deposits made by the player apart from the two deposits of €250 each and the €100 deposit on the 4th of February?
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5 days ago
Dear Michal,
Thank you for your patience.
We would like to confirm that no additional deposits have been made on behalf of the player after 04/02/2026. The account was excluded on 05/02/2026, and all access has since been revoked.
Should you require any further information, please let us know.
Kind Regards,
DirectionBet Casino
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2 days ago
Dear ch2106,
I regret to inform you that I am unable to provide further assistance in this matter. Upon reviewing the emails and considering the situation from my perspective, it appears that your gambling concerns were not clearly communicated. Additionally, the lack of response to the casino's clarifying questions has contributed to the challenges at hand. If you had conveyed your situation more clearly to the casino, I believe the process could have been smoother and more efficient. I understand that admitting to having a problem is difficult, but clear communication is essential for the self-exclusion process to be successful and to avoid any unnecessary complications. Regrettably, the statement "needing more money than I have available" does not definitively indicate a gambling problem. Since your account is permanently closed, there is nothing else that should be done in this case.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
