The player from Greece lost €2500 after recently 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.
ElaBet Casino - Player was able to create a second account despite self-exclusion.
Opened
Current status
Waiting for player to reply
6d 23h 11m 47s
ElaBet Casino
Safety Index 9.1 Very highCase summary
Discussion
Public
Public
2 hours 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.
Automatic translation:
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Public
48 minutes ago
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48 minutes 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
