The player from Spain requested the permanent closure of his account due to gambling addiction but did not receive a response despite following the required steps. His account remained open, and he lost a withdrawal request of 1200 euros while depositing an additional 700 euros. The Complaints Team confirmed that his self-exclusion request was processed within two days, which was considered a reasonable timeframe. The player was informed that the casino's offer of a bonus during this period, while inappropriate, did not warrant a refund for his lost deposits, leading to the rejection of the complaint.
Opabet Casino - Player's account closure request is delayed.
Closed
Our verdict
Other
Amount: €700
Opabet Casino
Safety Index:Fresh casinoCase summary
Discussion
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1 year ago
Translation
Hello
On Thursday, February 13, I requested the permanent closure of my account via chat due to gambling addiction. The chat had previously directly arranged a period of rest, but this time they refused and told me that I had to send an email requesting the closure.
At that very moment I sent an email, as requested.
On Friday morning, February 14th, my account was still open and I contacted the chat again asking them to please close the account. Their response was that I would receive a response in a couple of hours.
Today is Saturday, I have not received a response and my account is still open. I have lost the withdrawal request of 1200 euros (which I understand, I cannot claim) and I have compulsively deposited 700 euros.
I need help. I hope this complaint will help close my account and get my funds back.
Thank you.
Automatic translation:
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1 year ago
Dear juliobit8,
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 all the other relevant communication regarding the closure of your account? My email address is veronika.f@casino.guru.
Also, please keep in mind that processing self-exclusion requests may take a few working days since these requests have to be approved manually.
Thank you very much in advance.
Best regards,
Veronika
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1 year ago
TranslationHello Veronika.
I am sending you the email in which I inform the casino of my gambling addiction.
Also screenshots where I ask the chat to block my account due to problems with the game (before and after the email)
I understand that in some cases self-exclusion takes a few business days, but at this casino, the chat has the ability to block the account (as it did previously when I requested the block for a week. I don't understand why in some cases it blocks and in others it doesn't, perhaps it is because, in this last case, I had a pending withdrawal of 1200 euros and, if the account remained open, there was a possibility that I would lose all the money, as has happened)
To show the casino's bad intentions, I am forwarding you the email I received today. In it, they are offering me a 100 BONUS IN EXCHANGE FOR NOT EXCLUDING MYSELF.
Today, when I again begged the chat to close my account, I was told that the blocking would take 24 hours, so I explained the complaint filed at casino guru. The chat, after reading this information, blocked the account immediately. They prove that they could have blocked my account when I first contacted them explaining my addiction.
thank you
Edited
Automatic translation:
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1 year ago
Thank you for your messages and for your patience.
According to the emails you sent me, you requested to be self-excluded on February 13, and your account was successfully closed on February 15, just two days later.
I understand that during the time between your request and the actual closure, you were able to deposit money into your account. However, according to our policy, we consider a two-day processing time for self-exclusion requests to be a reasonable timeframe for the casino. Since self-exclusion requests are typically handled manually by the relevant department, and many casinos' departments do not operate over weekends, your account was closed on Saturday, which is outside of regular working hours.
As per our policy, we would not hold the casino responsible for the delay in processing your self-exclusion request if it was closed on the first working day after the weekend, which in this case was Monday.
Regarding the offer you received from the casino before your account closure, I would like to address this from a responsible gaming standpoint. While we do not agree with casinos sending such offers to players who have requested self-exclusion, we understand that this is part of the business practice of certain operators. It is important to highlight that such offers, while seemingly tempting, may not align with the core values of responsible gaming.
As advocates for responsible gambling, we believe it is essential for casinos to respect a player’s decision to self-exclude without trying to entice them back with bonuses or promotions. We always encourage casinos to focus on the well-being of their players and avoid offering any form of incentive that might undermine a player’s self-exclusion request.
However, since your account has been closed within a reasonable timeframe, we are unable to assist you with the request for a refund of your lost deposits.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
