FeliceBet Casino - Player requests account exclusion and refund.

Das Casino reagiert nicht auf meine Anfragen zum sofortigen Ausschluss aufgrund meiner spielsucht . Im Chat oder beim Support wird nicht reagiert . Ich kann immer wieder einzahlen.

daher fordere das Geld zurück und möchte die Sperrung meines konto. Meine vorherige Beschwerde kann gelöscht werden, diese war nicht aktuell .

bitte helfen sie mir das kontinuierlich schließen und wenigstens einen Teil der Gelder zurück zurückzufordern

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FeliceBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you able to reach a live chat operator regarding any issue whatsoever recently or in the past?
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?
• Has the casino responded to your refund request?

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

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Stay safe.

Hallo Casino Guru Team ,

ich habe gestern Abend erneut den Support angewiesen mein Konto zu schließen bzw. einen selbstausschluss zu veranlassen . Ich habe seit meiner ersten Mail noch keine Rückmeldung seitens des Casino erhalten auch Im Live Chat wird jedes Mal an den Support verwiesen via Mail . Und das es den Live Support nicht möglich ist einen selbstausschluss zu veranlassen.

ich konnte erst gestern Abend und heute Morgen erneut eine Einzahlung machen. Also es ist immer noch möglich einzuzahlen . Daher sind die Kosten um 40 € auf insgesamt 277€ gestiegen . Bitte helfen sie mir mit den Kosten und der schlissung vom Konto

Leider gibt es immer noch keine Rückmeldung. Im Live Chat wurde ich wieder an den Support verwiesen . So konnte ich heute erneut 50€ spielen . Ich habe mittlerweile 300€ verspielt. Ich bin verzweifelt. Bitte helfen sie mir ein Teil der Gelder wiederzukommen und das mein Konto geschlossen wird dauerhaft

Hello Marti89,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Marti89, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of FeliceBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 Marti89,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej