Mama.bet Casino - Player's account closure is ignored.

I asked the casino on 27 of August to close my account because of my addiction. I send them via live chat which they told me to e-mail them. They never responded en let me deposit. Now i want the 90 euro’s back that i have deposited

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.

Dear Sienna,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"1. You may contact our support@Mama.bet, customer service according to the instructions located at the Website to give us any complaints regarding our services.

"7. In case you want to be temporary or permanently self-excluded and stop betting or gambling for a set time, please contact our customer support agent via email. On receipt of an email request for account closure, the requested account and any linked accounts will be placed on our first stage, 24-hr cooling off period which will disable your account or accounts, allowing no gambling activity. Once this time has passed; while your account or accounts remain closed, a customer support agent will inform you of the 1-week, 1-month, 6-months and permanent self-exclusion available. There will be no variation in these time periods. To proceed with this process, we will require an email response. If we do not receive a response within a further 24 - hrs, your account will be reopened and confirmed by email.

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla,

yes i send them an e-mail to close the account. I will send the screenshot to you.

Thank you in advance

Dear Sienna,

Thank you very much for providing the additional information.

• To help us establish the amount deposited after your self-exclusion request, could you please provide a screenshot of your deposit history from your casino account showing the deposits made after you requested self-exclusion?
• If you no longer have access to your casino account or are unable to obtain this information there, please provide a relevant bank statement or screenshots from your bank account showing the transactions made to the casino during this period.

Please make sure that the transaction dates and amounts are clearly visible. You may redact any unrelated or sensitive information.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Sienna,

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,Munya,( munya.s@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,

Karla Mayfly

Dear Sienna

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Mama.bet Casino to join this discussion and provide their comments regarding the matter.

Dear Mama.bet Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

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 Sienna and Casino Guru Team,

Following our investigation of the case, we would like to confirm that the player’s refund is currently being processed.

To complete the process, some additional information is required from the player. We kindly ask the player to check the email sent by our team and provide the requested details at their earliest convenience.

Once the necessary information is received, we will be able to proceed with the remaining steps and finalize the refund process.

Thank you for your cooperation and understanding.

Kind regards,

Mamabet Team

Mama.bet Casino

Thank you for a positive update. I look forward to the finalisation of the matter soon.

Sienna

Kindly take note of the casino's communication and act as advised. Provide an update once you have submitted the required information.

Dear Sienna,

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.

Sienna

Kindly provide the casino with your banking details in order to facilitate the processing of your refund.

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,

Munya

Casino.Guru