HadesBet Casino - Player wants account closure but it remains open.

My issue is not an amount it’s related to my account. I have asked several times for my account to be closed due to a problem with my spending levels and yet they won’t do it. Keep offering me bonuses and spins. They don’t care about player safety in the slightest.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

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 HadesBet Casino,

I’m writing to inform you that I wish to be immediately excluded 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 that self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to HadesBet Casino and keep me informed about any further developments.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

i have asked several times stating I want to be permanently excluded because I cannot control my spending and it’s put me in a bad financial position…. What further can I do ? Yet I am still receiving responses over 1 week later saying… oh but you are a VIP customer why not just stay, losses aren’t permantent. Starting to believe I’m wasting my time here as you either get paid to back these companies or don’t actually care. You managed to get a response from them for the last complaint you rejected. What do uk they have to say about this situation ? Yet more evidence attached.

Dear SPorter16

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear SPorter16,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the HadesBet Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a HadesBet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a HadesBet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Thanks Igor; I will keep an eye out

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.