The player from Baden-Württemberg reports that his account, which held €19,076.09 in winnings, was closed after he requested self-exclusion due to gambling addiction. Despite sending multiple requests to change his betting limit and self-exclude, the casino delayed his withdrawals, ignored his communications, and continued to send bonus offers, leading him to lose all his funds.
FeliceBet Casino - Player’s account has been closed without resolution.
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FeliceBet Casino
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1 month ago
Translation
Hello,
I had a total of €19,076.09 in my account at this casino, meaning €15,076.09 in net winnings. On February 9, 2026, I requested that the casino permanently close my account due to gambling addiction and change my betting limit to €1. I sent both requests in separate emails. Since they didn't respond to my email requesting the betting limit, I sent this email with my self-exclusion to the casino several times, at least 5 to 10 times in the following days. The casino delayed all my withdrawals and always made excuses, even though I had long been verified. From February 12, 2026, to February 23, 2026, I deposited more than €10,000. By February 12, 2026, I had gambled away all my winnings again, plus the deposits. Only after considerable pressure did they finally process my withdrawals after 15 days, on February 24 or 25, 2026. My account was blocked after I lost everything, and much more besides. The casino sent me bonus offers and deliberately ignored all my emails. They sent the bonus quickly, but deliberately ignored the self-exclusion and betting limits so I would gamble everything away again. This is a truly fraudulent casino! They are normally required to respond within three days at the latest. Despite my numerous emails, they deliberately ignored them and kept sending me bonus offers. This is unacceptable! I lost a lot of money. I can send you all the receipts, including my deposits to the casino with the date and time. Unfortunately, I can no longer access my account, but I have screenshots on my computer showing my balance and all the transactions. Please help me. Normally, the casino should refund at least a large portion of my losses. As I said, they ignored all my emails until I had no money left and had deposited everything. This was a stalling tactic by the casino. Could you please send me an email address where I can send all the receipts?
Thank you.
Greetings
Michael
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
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 we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
- 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 request a new self-exclusion via email at support@felicebet.com, 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 FeliceBet 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
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3 weeks ago
Dear michi97,
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.
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3 weeks ago
TranslationHello Tomas,
I sent you all the evidence with timestamps via email. I wrote to the casino nine times, but they didn't block me; instead, they even sent me a bonus. They simply let me continue playing. I was only blocked on February 26, 2026. Initially, I even asked them to set my betting limit to one euro, but they didn't. After almost three weeks, they blocked me. I deposited my entire winnings plus another 12,000 euros during this time and lost everything.
I no longer have access to the casino, but I have a screenshot of my balance that I had at the casino and can also send you a screenshot of the bank transfers.
Thank you.
Greetings
Michael
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2 weeks ago
Hello michi97,
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
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6 days ago
Thanks for your response via email and your patience.
You wrote:
On February 9, 2026, I requested that the casino permanently close my account due to gambling addiction and change my betting limit to €1. (...) I sent this email with my self-exclusion to the casino several times, at least 5 to 10 times in the following days.
Kindly provide this communication to me as evidence, so we may confront the casino regarding any failure to protect you.
Please confirm whether you sent a new self-exclusion according to my recommendations, and please let me know about the status of your account currently.
My emal si tomas@casino.guru
Looking forward to your reply.
Casino Guru is examining the case
Tomas is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
