Olympusbet Casino - Player's account closure request is delayed.

Casino wont close my account although I have provided everything won’t even reply. I have banned myself from gambling in my own country told them this is ruining my life and asked for help but no reply, support on their website just tells me to have patience. Now I have lost somewhere in the ballpark of 1600€ in like a month while also trying to get the account closed and if that would be retrievable and account closed it would save my life.

Hello raultaaker,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Olympusbet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What reason did you give them to close your account?
• Did you mention gambling addiction/problems or just requested to close your account?

Please keep in mind that unless you mentioned gambling problems, the request is just a simple account block which has almost no impact as you can reopen your account at any time.

Looking forward to your answer.

Regards,

Nick

Hi! On 19.06.2024 I sent an email where I wrote

Hi I was told I have to write to this mail bc you cant close my account via customer support. And you will probably once again ask for the reasoning- this is a distructive habit that is unhealthy and ruins my life.

So please just help me and close the account dont ask more questions.

Thank you!

Account verification- I don’t know what date I did it exactly, but on an email that I sent telling them I have done it and asking to help me and to close the account was on 18.09.2024

and yes absolutely did say this is ruining my life, is a destructive habit so forth so on many times on their page support and through email that they ordered me to send telling them to please help me.

I do not have the online support conversations documented but where do I send the documented case of emails and deposits with dates?

Now that I mentioned I will go to any lengths legally to get my life back on their online support, they have closed my account now finally… But for only 30 days??

Also now I understand this lost money is also their responsibility? Because they provide 0 ways of protection from this disease and just ignored me begging help

Hello raultaaker,

Can you please forward the communication between you and the casino (especially your initial self-exclusion request) to [email protected] for further reveiw?

Looking forward to your response.

Regards,

Nick

Hi, yes I sent the mail conversations.

Hello raultaaker,

I'm glad to hear that basically your account is now closed.

However, as it is closed only for 30 days, I would highly recommend to e-mail them again with a proper self-exclusion:

• You must mention gambling addiction in your request
• You must highlight that you want a permanent exclusion

Once you send it to them, please also forward it to my e-mail address as well.

Meanwhile, as your account is currently closed, we will be closing the complaint. If the casino would reopen your account even after the correct request, please contact me on [email protected].

Is there anything we could assist you for now?

Regards,

Nick

Dear raultaaker,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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

They now have fully closed the account it seems like. My question is about the funds. Is there any way to get anything back on the basis that the casino didn’t provide any player protection for time.

Hello raultaaker,

The refund depends on when was the first time you mentioned gambling addiction to them and how much did you deposit since.

Any previous request, where you did request only to close your account are not considered as self-exclusions and a refund is not possible.

Regards,

Nick

Well I mentioned it first june 2024 so yes most of the deposits are after august 2024

Hello raultaaker,

If you have any evidence of mentioning gambling addiction in June, please forward it to [email protected] as well.

We can only assist you in case there is a evidence of mentioning it otherwise it is not possible to prove that you ever did request it.

Regards,

Nick

Dear raultaaker,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.