EmirBet Casino - Player’s self-exclusion request was ignored.

I requested self-exclusion/account closure from Emirbet by email on 3 August 2026, but never received any confirmation or response.

I have email records with clear timestamps showing that I requested the closure of my account on 3 August 2026. The records also show that the email was sent to the correct official email address provided by Emirbet for such requests. This provides clear evidence that Emirbet received, or should have received, my self-exclusion request before the subsequent deposit was made.

Despite my explicit self-exclusion request, Emirbet continued sending me promotional emails and my account remained accessible, allowing me to make another deposit of €157.

I have now contacted Emirbet by email twice regarding this issue, including a request for a refund, but I have still received no response.

I also contacted Emirbet's live chat. The support agent simply referred me back to email and stated that it may take some time to receive a response, but did not address the actual issue or provide any explanation regarding my self-exclusion request or the €157 deposit.

My account has now been suspended/closed by Emirbet, but this only happened after I raised the issue again. I still have not received any substantive response or explanation regarding why my original self-exclusion request was not implemented.

I have screenshots and email records documenting:

my original self-exclusion/account closure request from 3 August 2026, including the timestamp and the correct recipient email address;

my subsequent follow-up emails;

the €157 deposit;

the live chat in which support referred me back to email;

and the current account suspension/closure.

I believe Emirbet failed to implement my self-exclusion request in accordance with its own Self-Exclusion Policy. The €157 deposit should not have been possible after I had explicitly requested self-exclusion.

I am therefore requesting a full refund of the €157 deposit to the original payment method and an explanation as to why my self-exclusion request was not implemented.

I would appreciate Casino Guru's assistance in resolving this matter, as Emirbet has so far failed to provide any substantive response.

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

• Is your account currently accessible to you?
• Have you received any response either via email or live chat when you contacted them regarding the issue?
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communications? (ads, newsletters)
• Has the casino responded to your refund request already? What did the casino reply?

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