Opabet Casino - Player's account closure was ignored.

Hello,

I would like to file a formal complaint against Opabet due to a serious Responsible Gambling failure that resulted in significant financial and emotional harm.

Below I explain the situation clearly and chronologically:

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1. First request for self‑exclusion (10 April)

On 10 April, I sent an email to Opabet requesting self‑exclusion due to my gambling addiction.

I clearly stated that I suffer from ludopathy and needed my account to be closed immediately for my own safety.

After sending that email, I logged out assuming the casino would comply with my request.

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2. Opabet did NOT close my account

A week later, I logged in again and discovered that:

- my account was still open

- I had full access to deposits and games

- Opabet had sent me a reply that did not process my self‑exclusion

This is a clear failure in Responsible Gambling procedures.

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3. As a person with gambling addiction, I continued depositing and losing money

Because my self‑exclusion was ignored, and due to my addiction, I continued:

- depositing money

- playing

- losing large amounts

These losses would not have occurred if Opabet had respected my initial request.

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4. Second request for self‑exclusion

I contacted support again, repeating the same request:

I asked for self‑exclusion due to addiction.

Instead of helping me, support redirected me to the VIP manager.

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5. VIP manager offered bonuses instead of protecting me

When I repeated that I needed my account closed because of addiction, the VIP manager:

- did NOT close my account

- did NOT apply any protection

- offered me bonuses

This encouraged me to continue gambling and led to more deposits and more losses.

Offering bonuses to a player who explicitly states they have a gambling addiction is a severe violation of Responsible Gambling standards.

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6. Result: significant financial harm

Because Opabet ignored my self‑exclusion requests and offered incentives to continue gambling, I lost a substantial amount of money that should never have been at risk.

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7. What I request

I am requesting a refund of the deposits made AFTER my first self‑exclusion request on 10 April, as these losses occurred due to Opabet’s failure to protect a vulnerable player.

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8. Additional note

Yesterday I sent them another email requesting the same thing I am requesting here.

After that email, they finally closed my account — but without giving me any response at all.

This is why I am turning to you for help.

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Opabet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account currently accessible to you?
• Could you please share with me your communication to support your complaint, including your self-exclusion requests and responses you received from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas