The player from Greece had lost €2500 after being allowed to create a new account despite previously self-excluding. After requesting permanent self-exclusion again due to gambling addiction, his account was closed, and his request for a refund of his winnings was rejected. We tried to obtain the casino’s evidence and clarification about the alleged 20/12/2025 contact and the status of his self-exclusion, but the casino did not cooperate. As a result, the complaint was marked unresolved, and he was advised to contact the Greek Gaming Supervision and Control Committee for further help.
ElaBet Casino - Player was able to create a second account despite self-exclusion.
Unresolved
Our verdict
No reaction
Black points: 631
Amount: €2,500
ElaBet Casino
Safety Index 8.4 HighCase summary
Discussion
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1 month ago
Translation
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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1 month 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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1 month ago
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
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1 month ago
TranslationAlso, 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.
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1 month ago
TranslationTo 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.
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1 month ago
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
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3 weeks ago
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.
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3 weeks ago
TranslationYou 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.
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3 weeks ago
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
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3 weeks ago
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
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3 weeks ago
TranslationHello Igor, thank you very much for your help! Whatever you need, I am here to answer exactly any question you may have. Thanks again!
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2 weeks ago
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.
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2 weeks ago
TranslationHello Igor,
I would like to inform you about a very important development.
ELABET contacted me personally and claims that on 12/20/2025 I contacted them requesting the lifting of my restriction and that I explicitly stated that I was not facing a financial problem or gambling addiction issue.
I expressly deny that I made such a request or such a statement.
For this reason, I asked ELABET to provide me with a copy of the specific communication of 20/12/2025 and the relevant history which, according to the company, proves these allegations.
I would like to request, within the context of examining my complaint, that Casino Guru also ask ELABET to substantiate this specific claim with the corresponding evidence.
I consider this to be a critical point in the case, as ELABET is using this alleged communication as part of the reasoning for rejecting my request.
Thank you very much for your help and consideration of my case.
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1 week ago
TranslationHello Igor,
I would like to inform you about an important new element and I am attaching the relevant live chat history that ELABET itself sent me today.
Please pay particular attention to the company representative's response, which explicitly states that my account had been "indefinitely blocked, without the possibility of reinstatement."
The same message states that after at least one year, it would be possible to "consider reactivation."
This appears to differ materially from ELABET's subsequent position to me that it was a 12-month closure.
I have already asked ELABET to clarify by what procedure it was considered that the indefinite self-exclusion had ceased to apply and, if there is a subsequent request from me after the completion of the year for a review and lifting of the self-exclusion, to provide it to me.
Please take this document into consideration when evaluating my complaint.
Thank you very much.
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1 week ago
TranslationHello Igor,
I would like to add just one important clarification to my previous message.
After 12/04/2026, I did not submit to ELABET any new request to lift, review or reactivate my indefinite self-exclusion.
The communication of 20/12/2025 provided by ELABET had taken place before the one-year period had expired and, as can be seen in the history itself, at that time the company representative informed me that the account was blocked "indefinitely, without the possibility of reinstatement" and that the possibility of considering reactivation would exist after 12/04/2026.
After 12/04/2026 I did not request that this self-exclusion be reviewed or lifted. Later I simply created a new account with ELABET and the company allowed its creation and use.
Please take this clarification into account when evaluating my complaint.
Thank you..I have sent you all the details to your personal email as well.
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1 week ago
Dear Panagiotis2728,
I have repeatedly tried to contact the ElaBet Casino but 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.
In the meantime, I recommend you contact the Greek Gaming Supervision and Control Committee (https://complaints.hgc.gov.gr/case/diadiktyako/) and submit a complaint to them. The Gaming Authority has more options and tools to help players.
I am sorry I could not be of more help on this occasion.
Best regards,
Igor
