ElaBet Casino - Player was able to create a second account despite self-exclusion.

Yesterday I lost €2500, last year I self-excluded myself on the ELABET page, they let me make a new account in the previous days and unfortunately I lost this amount.. yesterday I asked for permanent self-exclusion again due to gambling addiction. They closed the account... and I asked for at least a refund of my money. I am really in a difficult position.. and my request was rejected. I ask for the casino to comply immediately... I also have self-exclusion on all pages in Greece due to gambling addiction.

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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 clarify whether you provided your real and complete personal information when creating your second account at this casino? Did you provide the same personal information as when you created your original account last year?
• Could you kindly forward me the self-exclusion request you sent to the casino from your original account last year, along with the casino's responses and all subsequent communication confirming the closure of your account? My email address is veronika.f@casino.guru.
• Have both of your accounts been verified, or have you submitted any identity documents for verification for each of your accounts?

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

Also, I should mention that last year I did an indefinite self-exclusion. And their answer was..after a year the law allows me to make a new registration... something that the regulatory authority does not allow..if it were, I would not have done an indefinite period. I would have done 12 months. They did not ask me at all to open a new account nor was any request made to them..they just directly let me create a new account..despite my indefinite self-exclusion.

To be absolutely precise, the total of the €2500 I lost was together with the winnings from the casino.. net of my own money is €1200.

Hello Panagiotis2728,

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

Thank you for your emails. However, in order to continue with the investigation, I need more evidence from you.

More specifically, I need your original self-exclusion request that you sent to the casino in 2025. Also, please resend me the emails between you and the casino customer support regarding the closure of your account as full, uncropped, original emails, preferably as .eml attachments. The cropped screenshots you provided do not contain all the information we need for our investigation. Thank you for your understanding.

You can request these from the ELABET company. I don't have my self-exclusion from last year because I did an indefinite self-exclusion through the profile settings..and I have sent whatever has come to my email, please.

Dear Panagiotis2728

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 Panagiotis2728,

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

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

I will now try to contact a ElaBet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a ElaBet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor