EmirBet Casino - Player’s account remains active despite self-exclusion.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with EmirBet Casino. Please note that online casinos not licensed under a German license won't participate in the OASIS self-exclusion scheme.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• After you noticed your self-exclusion wasn't processed, have you contacted the casino via live chat or the general support email address for assistance?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email and, at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings EmirBet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide, found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Until today, my account was still open. They only closed it today after they found out that I had submitted a complaint and was going to escalate the matter.

I first tried to make a complaint through their live chat, but they refused to deal with it there and gave me an email address instead. I sent several emails, but unfortunately I received no response.

Regarding withdrawals and payments, my experience was honestly one of the worst I have ever had. I had won around €700 and requested a withdrawal, but the money remained in my account for two days without being paid. Whenever I contacted them through live chat, they kept telling me that it was handled by another department and that I had to wait one or two days. After that, there was still no response or solution.

Unfortunately, I did not take screenshots at the time because I never expected a casino to behave like this. I simply trusted that the money would be paid. However, I have sent you the message that I originally sent to them, which contains more details about what happened.

Based on my personal experience, their withdrawal process and customer service were extremely poor. I have honestly never dealt with a company that handled a customer and a withdrawal in such a frustrating and disrespectful way.

Thanks for your reply and the update.

Please note that this online casino is licensed in Anjouan. Casinos without a German license won't participate in self-exclusion schemes that are mandatory for online casinos licensed under a German license.

Kindly explain when you attempted to withdraw the 700€ and when you lost another 500€ in the casino. Please provide a more detailed timeline of these key events.

Thanks in advance for your cooperation.

Dear Jamilmoslemani1988,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru