Get's Bet Casino - Player’s self-exclusion request is ignored.

Hello, my name is Cristina and I believe that Gets Bet violated my player rights. On February 3rd I sent them an email in which, among other things, I asked them to self-exclude me from the site. The email was read, they answered some of my questions but my self-exclusion was completely ignored. At that time, my account was self-excluded for 6 months, which expires on February 12th. On February 12th they reopened my account and allowed me to make deposits, although in another email I asked them how they don't realize when a player is addicted. I believe that they violated the law and I requested a refund of the amounts deposited on February 12th. They ignore my refund request and I answer my

completely different things. I attached evidence in which I requested their self-exclusion or talked about the case

my.Thank you

Dear Agora, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I sent you an email.

Thank you for your emails.

First of all, could you please forward me the original email you sent to the casino on February 3? Please send the entire email thread, rather than just a screenshot.

I have received several screenshots from you, including an email from January 26, where you informed the casino that you had already been self-excluded from another casino with the Romanian license. Could you please confirm if you are listed in the Registry of Self-excluded Persons maintained by the ONJN? If so, could you kindly provide the document confirming your inclusion in this register?

I will send you an email and redirect your messages with them. Regarding my self-exclusion at ONJN, I submitted the request on January 22nd and am on the lists of those who are self-excluded.

Ms. Veronika, I sent you emails from the email I used to chat with them, namely

And yes, I am self-excluded on countless sites starting December 1, 2023. I even had a self-exclusion even on the conticasino site which is on the same license as getsbet. In the emails with them, they were aware of the fact that I wanted to close the account. Thank you

I find it hilarious that in the decision they sent me it says, "By requesting and using a GetsBet account, the client declares that they do not have gambling addiction problems...", when in fact in all my correspondence with them I only wrote that I was self-excluded, that they should check self-excluded and undesirable people, etc.

Did you send the self-exclusion request to the ONJN via post? Do you have any evidence from ONJN that your registration was successful?

Also, I still have not received your self-exclusion request from 3 February that you sent to Get's Bet Casino. Please forward me this email in its original form, not as a screenshot.

Hello Ms. Veronica, as I said at the beginning, in my discussions with Getsbet I only talked about self-exclusions, refunds and player protection. In the email of February 3, I requested, among other things (see point 2), permanent self-exclusion from the site and avoidance of other financial losses. On January 26, I sent them another email containing the following text,,Also, given that self-exclusion is intended to protect vulnerable players and prevent their access to gambling, I believe it is important that it be respected at the level of the entire licensed market, not just at the level of the individual platform. If this is not yet implemented on your platform, I would appreciate further clarification on how this process is regulated and implemented according to national legislation and the instructions issued by ONJN.

In this context, I would request an additional analysis of the situation, considering the possible gaps in the implementation of the legal regulations regarding self-exclusion.,,and they did not take any action. On February 12th, I sent them an email asking them why they ignored my requests in the email, they closed my account for addiction. Doesn't it seem unfair to you? On January 22nd, I submitted a request for self-exclusion to the ONJN headquarters and this came into effect sometime after February 10th, as confirmation I am sending you what I received from other casinos. In another vein, I have forwarded all the emails with them that contained the words self-exclusion addiction gambling problems. Thank you!

Dear Veronika, I received an email from them, it seems aberrant to me but that's it, I imagine you won't receive another answer either. I feel very disappointed and sad. Thank you for everything you do. Respect🙏🏼

Thank you for your email. Unfortunately, I have repeatedly requested that you forward the email you allegedly sent to the casino on February 3, in which you requested self-exclusion due to gambling addiction. However, you have not provided it.

At that time, your account was closed because you had set a 6-month self-exclusion in your account. Once this period ended, your account was automatically reopened, and you were able to deposit and play again. Since the casino was not aware of your ongoing gambling issues at that time, and you had not yet self-excluded via ONJN, we are unable to request a refund for the deposits you lost on 12 February.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player wrote us the following message:

I am submitting this complaint against the operator Get’s Bet, as I now have official documentation proving my self-exclusion from gambling activities in Romania — a key document I did not have at the time of my previous complaint.

I have been officially registered as self-excluded with the Romanian National Gambling Office (ONJN) since January 23rd, 2025, based on request no. 4574/23.01.2025.

Despite this, the operator allowed me to access my account and make multiple deposits on February 12th, 2025, totaling over 11,600 RON (approx. €2,300). This is a clear violation of the legal obligation to block access for self-excluded persons.

I am now providing the official ONJN confirmation and screenshots of the unauthorized transactions as supporting evidence.

I kindly request that you reopen the case and assist me in securing a full refund of the deposits made in breach of my self-exclusion.

Thank you for your support.

• Could you please forward me the original email between you and ONJN confirming your self-exclusion?
• Have you received any other official document that clearly shows when your national self-exclusion started, not just the date when you submitted your self-exclusion request? If so, please forward it to me as well at veronika.f@casino.guru.

Thank you for your cooperation.

Dear Veronika,

Thank you for your reply.

I have already forwarded to you the original confirmation email from ONJN, which clearly confirms that I have been officially registered in the national self-exclusion system starting January 23rd, 2025, based on request no. 4574/23.01.2025.

This email is the only official communication issued by ONJN, and it includes both the confirmation and the effective start date of my self-exclusion. ONJN does not issue any additional certificate beyond this, as the registration date in their system is the legal reference point.

Please confirm if you have received the forwarded email successfully. Let me know if you need anything else.

Thank you again for your assistance.

Best regards

Dear Veronika,

Please do not close this case, as the current summary does not reflect the official ONJN confirmation I already sent, proving my self-exclusion was registered on January 23rd, 2025.

The deposits were made in February, well after the start of my exclusion.

Please confirm the email was received and that the case remains open for fair evaluation.

Thank you.

Thank you very much, Agora, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Agora,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Get's Bet Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

Additionally, since this is the first complaint we’ve received involving Get's Bet Casino and there is no prior history of their cooperation in resolving similar cases, it’s difficult to anticipate their level of engagement. That said, I have already reached out to their team through an alternative channel, providing the details of your case along with an invitation to join our platform as a representative and I’ll keep you updated here as soon as I receive any further information.

Thank you for your understanding and patience, and for providing the additional details and documents. I confirm that I have received and reviewed them.

Best regards,

Kubo

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 Kubo,

On July 2nd, I sent an official email to GetsBet regarding my case. They replied that they would respond within the legal deadline, but 20 days have passed and I have still received no answer from them.

I kindly ask Casino Guru to take this into account as further evidence of the operator’s lack of cooperation and disregard for responsible gambling obligations.

Thank you for your attention and continued support.

Dear Agora,

I’ve made multiple attempts to contact Get's Bet Casino regarding your issue, but unfortunately, I haven’t received any response from their side. Without their cooperation, we are limited in what we can do to assist further.

Get's Bet Casino is licensed by the Oficiul Național pentru Jocuri de Noroc (ONJN) - the Romanian regulatory authority. While their website does not provide a direct method for filing a complaint, they do offer an email contact for inquiries. I recommend reaching out to them at autoexcludere@onjn.gov.ro and explaining your situation in detail.

As we’ve been unable to make progress, I will now proceed to close the complaint as unresolved. I understand this is not the outcome you were hoping for, and I truly regret that we could not provide a more satisfactory resolution.

That said, unresolved complaints contribute to a casino’s overall rating on our platform, which may help drive change in their approach. Should the casino decide to engage and respond in the future, we will reopen the complaint and notify you by email.

For future reference, I strongly recommend choosing casinos based on their reviews and ratings to help avoid similar situations.

I'm very sorry we couldn’t be of more help on this occasion.

Best Regards,

Kubo