FeliceBet Casino - Player’s account remains open despite closure request.

Hello, the usual casinos. I'm asking for account closure and cancellation because I explain that if you deposit, they don't give you a refund and you only lose money. I want to close and delete my account. They tell me to send an email with a request. After the last of many emails on January 31st, they insist on keeping it active. I say no... I open the account today and find it open for 700, and I lose. Since they told me it was closed, I want my money back.

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Dear luxor83,

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, along 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

Hi, can I attach screenshots here? I can't send them via email.

Now they don't even close the chat. Absurd.

Hi dear, nothing, not even after the request in chat, they closed it. I want my money back, they can't always get away with it.

Hello luxor83,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok I'm waiting thanks

Thank you for the screenshots and for your patience while I was out of the office.

Have you contacted the casino customer support via email as suggested by the live chat agent? Please note that live chat support often does not have full access to players' accounts and may not be able to self-exclude the account on your behalf. That is why it is important to follow the guidance they provide and contact the relevant department through the appropriate communication channel.

If you sent an email to the casino, please forward it to me at veronika.f@casino.guru.

Dear luxor83,

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.

Thank you for your email. I have noticed that in your message to the casino customer support, you have not mentioned the reason for your closure request.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings FeliceBet Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

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

  

Please send another email to FeliceBet Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance. 

Okay, dear...but by writing it in chat they have to activate self-exclusion. It's written in their terms...anyway, it's okay.

I have reviewed the Self-exclusion Policy of FeliceBet Casino, and this is what I found:

1.1. Self-Exclusion

- You have the option to self-exclude yourself from FeliceBet.

- To self-exclude send an email to customer service at customercare@felicebet.com 

- Please allow us up to 10 business days for actioning self-exclusion requests

- To revoke a self-exclusion restriction, you may contact Customer Support.

- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion. 

Did you fill out and send the form I gave you in my previous response to the casino's customer support team?

Dear luxor83,

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,
Veronika
Casino.Guru