EmberBet Casino - Player struggles to self-exclude from the casino.

I'm experiencing serious problems with this casino. They refuse to permanently self-exclude me due to my severe gambling addiction. They only give me a form for a one-month suspension at most, then reactivate my account even though they know about my gambling problem. In fact, gambling is prohibited in my country, Spain.

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Dear gasol,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, together with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I've already sent it to him by email. Thank you very much!

Thank you for your email.

Have you completed the form the casino sent you? Could you please specify how many times you have already completed this form and had your account closed for one month?

Have you contacted the casino via email and explained that you wanted to be permanently self-excluded?

Please forward me all additional communication regarding the confirmation of your self-exclusion and the possibility of permanently closing your account at veronika.f@casino.guru.

Thank you for your cooperation.

Yes, I already sent it. It was just once, but I notified them that I wanted lifetime self-exclusion, and they only give you one month before reactivating it. In fact, the PDF they send only has three options, and the longest one is the one-month option. I told them I wanted it permanent, but they said it wasn't possible, the maximum is one month. I think they're violating responsible gambling laws.

Thank you for your reply.

Please forward me the complete additional communication between you and the casino’s customer support showing that you repeatedly requested permanent self-exclusion and that the casino informed you that such an option was not available. The more evidence you are able to provide, the stronger our position will be when reviewing your case. Thank you for your cooperation.

I've already sent you everything I had. Best regards and thank you very much!

Dear gasol,

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 gasol,

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

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

I will now try to contact a EmberBet 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 EmberBet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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 gasol,

I have repeatedly tried to contact EmberBet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

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 you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor

We’ve reopened this complaint at the request of EmberBet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear gasol,

I would like to inform you that I have received an email from the casino stating that your account has been closed.

Could you please confirm whether this information is correct and whether you consider this case resolved?

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear gasol,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gasol,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor