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:

---

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.

---

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.

---

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.

---

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.

---

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.

---

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.

---

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.

---

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:

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.

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

Hello, thank you for your response.

I want to clarify first that I no longer have access to my Opabet account, because the casino closed it without giving me any explanation after my last email.

I also confirm that I have already emailed you all the evidence you requested, including screenshots and all relevant emails. Below I detail exactly what happened:

1. April 10 – first self-exclusion request

I sent an email requesting immediate self-exclusion due to gambling addiction problems.

I made it clear that it was due to gambling addiction.

Instead of applying it, they didn't close my account and offered me other options, completely ignoring my request for protection.

This email is attached.

2. May 11 – second self-exclusion request

I requested self-exclusion again due to addiction by writing to support.

They didn't apply it to me either.

Instead of closing my account, they referred me to a VIP manager, which makes no sense when a player requests closure for health reasons.

This email is also attached.

3. VIP manager – incentives instead of protection

The VIP manager also did not apply self-exclusion.

Instead, he offered me bonuses again, even after I had clearly mentioned my addiction problems.

This is completely outside the bounds of responsible gaming practices.

I also attached this evidence.

4. Email sent this Sunday

I wrote to them explaining that they had violated my self-exclusion, which I had already requested several times, and that if they did not give me a solution I would ask for the return of my subsequent deposits or open a complaint with Casino Guru.

After that email, they closed my account within 2 hours, but without responding at all and without ever acknowledging the failure in their procedures.

This email is also attached.

My claim is based on the fact that I requested self-exclusion due to addiction on April 10th, and from that day the casino should have closed my account immediately.

Therefore, I believe that all deposits made after April 10 should not have been allowed.

From that total I subtract a withdrawal of €300, which also occurred after that date.

Thank you for your help and for reviewing all the documentation that I already sent you by email.

Thanks for your reply and the information provided.

I sent you an email and will expect your reply.

Hello, as I already replied to the email, when I sent the email requesting the return of my deposits, they closed my account and never responded to my request. They ignored my request, which is why I'm asking for help here, to get my money back because I violated the self-exclusion agreement.

Dear Ganador100,

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,

Tomas

Dear Ganador100,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Opabet Casino to join this conversation and assist in addressing the complaint.

Dear Opabet Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello Munya, Thank you for your help. I am available to provide any further information you may need and I await the casino's response. Best regards.

Hello Munya,

Thank you for the possibility to answer and defend our position.

1. The User has registered on 2026-04-09(The day before he initiated self-exclusion procedure.
2. Until 2026-04-10 he has made total deposits of 150 EUR, the he initiates self-exclusion request, which has not been completed, as the user has not responded to our email and we have naver received confirmation email.
3. A week after the player has returned and started to deposit, made successful verification and has also successful withdrawal. The player has many conversations via chat and email with our Customer Support team, however, he has never responded to our email request to confirm the closure and he did not picked the topic about gambling addiction.
4. Please also note that the deposits were not made at once or in one day but in duration of more than 30 days, with no further confirmation for closure from the player's side.

Could you please confirm if this player has made other disputes here with other operators? It seems this is not the first time.

We can provide all evidences and conversations with screens. Could you please advice where we can send you the full information, as it is sensitive?

Looking forward for your answer.

Thank you in advance, Munya!

I want to clarify several important points:

1. In my email of the 10th, I explicitly stated that I was requesting self-exclusion due to gambling addiction.

It was not a suggestion or a question: it was a direct request for immediate closure due to gambling addiction.

2. The casino says, "I’ve already requested this several times." That’s correct. I have an addiction problem, and that’s precisely why I request self-exclusions.

All the casinos where I've requested self-exclusion have applied it correctly, except Opabet (and one other). What am I breaking by repeatedly requesting protection? Nothing.

The responsibility for implementing responsible gambling measures lies with the operator.3. The casino may provide as many conversations as it wishes.

I have already submitted my three self-exclusion requests, clearly stating on all three occasions that I am doing so due to gambling addiction. If they present subsequent conversations, they will simply be those of a problem gambler who continues to play and lose because the casino ignored my requests for protection. What I am requesting is that the casino explain why, after three clear self-exclusion requests due to addiction, it allowed me to continue depositing and playing, and why it did not implement any player protection measures. I await concrete evidence and justifications from the casino.

Opabet Casino

Thank you for participating in this discussion; your cooperation is highly valued. Based on the communication provided by the player, it appears that you offered a 'take-a-break' option after the player had explicitly requested indefinite self-exclusion. This response does not align with the industry guidelines regarding player protection. It seems that instead of honoring the clear request for indefinite self-exclusion, you sought confirmation for the 'take-a-break' option you suggested. Regrettably, this approach does not meet our expectations in this situation, and it would be appropriate to issue a refund for the player's deposits made during the time their account was active after their self-exclusion request. Thank you for your understanding and attention to this matter.

Regards

Hello Munya,

Thank you for your answer!

Please note the player has never responded to our email and did not confirmed the account closure. Instead of this, he has many other email and chat conversations with our Customer Support team. He has responded to all other emails, but not to the one, in which he must confirm the account closure. Could you please also advise if this is the first refund dispute here in Casino Guru? Many players are using GA procedures, as a laverage for refunds of their losses. I am not saying that this is such case, but it seems strange the player to respond to all other comunications, but not this one for account closure.

Terms & Conditions

"5.6.3. Until you have received a confirmation from us stating that we have closed Your Account, you shall remain responsible for any activity on Your Account between the time when you send us an email and the time when Your Account is terminated by the Company."

Hello, I would like to clarify several points in the casino's response, because what they indicate does not reflect what actually happened.

1. I requested self-exclusion clearly and explicitly.

The responsibility for implementing it lies with the casino from the moment it receives the request, not when the player "confirms" anything. Now it seems they want to equate a self-exclusion request with a normal account closure.

2. The casino never executed the self-exclusion.

My account remained fully operational; I was able to continue depositing and playing without any restrictions.

3. The casino offered me a bonus after my self-exclusion request. On the second occasion that I requested self-exclusion due to gambling addiction, their response was to offer me bonuses, which clearly shows their intention.

4. The argument that "I did not respond to a specific email" does not justify their ignoring self-exclusion.

I replied to all the other emails because the account was still open and operational.

The obligation to block the account lies with the casino, not the player.

5. The attempt to suggest that this is a case of opportunistic GA is incorrect.

My self-exclusion request was legitimate, and the casino did not apply it. I remember requesting it and not logging back into my account until a week later.

In summary:

I requested self-exclusion. The casino did not apply it. The account remained open. I was able to continue depositing. They offered me a bonus.

I appreciate you reviewing the case taking these facts into account. Thank you.

Opabet Casino

Thank you for your response.

I must respectfully disagree with your position.

The evidence provided by the player indicates that the request was an explicit self-exclusion request due to gambling addiction. In such circumstances, the responsibility rests with the operator to take appropriate protective measures immediately upon becoming aware of the player's gambling problem.

The fact that you requested further confirmation for a 'take-a-break' option (which was a clear deviation from the player's request), in my view, does not override the player's clear declaration of gambling addiction.

I would also like to note that Casino Guru has handled numerous responsible gambling complaints over the years, including cases where players have sought to use responsible gambling procedures as leverage for refunds, I appreciate your concern. However, we assess each case on its own merits.

The key issue here is whether the casino took appropriate action after receiving a self-exclusion request that explicitly referenced gambling addiction. Therefore, our assessment remains focused on the casino's handling of the self-exclusion request rather than on assumptions about the player's motives or previous complaints.

If you believe there are facts or communications that materially change this assessment, please provide the complete correspondence and supporting evidence for review. However, based on the information currently available, I maintain the view that the player's self-exclusion request should have been acted upon and that a refund of deposits made after that request would be the appropriate resolution.

I look forward to your response and cooperation.

Dear Munya,

Thank you for providing your perspective on this matter. We appreciate your review of the case; however, we respectfully disagree with your conclusion. The player did not respond to our email requesting confirmation of the account closure. Instead, during the following 30-day period, the player actively engaged with and replied to other email and chat communications from our support team while consistently ignoring this specific request. Throughout these interactions, the player did not display any signs or indications of gambling-related harm or addiction.

More than 30 days later, the player suddenly referred back to this conversation and requested a refund.

Given these circumstances, could you please confirm whether this player has previously submitted similar disputes, or if this is their first complaint of this nature?

We apologize for the directness of our assessment, but the facts strongly suggest that the account was created with the intention of exploiting responsible gambling procedures and vulnerabilities within betting operators. The account was registered, and approximately 24 hours later the player requested account closure due to gambling addiction. However, the player did not complete the required closure process and instead continued responding to all other communications while deliberately ignoring the one necessary to finalize the account closure.

We fully understand and respect your position. Nevertheless, we are unable to issue a refund in this case, as doing so would be contrary to our Terms and Conditions, specifically:

"5.6.3. Until you have received a confirmation from us stating that we have closed Your Account, you shall remain responsible for any activity on Your Account between the time when you send us an email and the time when Your Account is terminated by the Company."

As you are aware, there are individuals who attempt to misuse responsible gambling processes as a means of obtaining financial advantage after gambling activity has taken place. We do not condone or support such practices. Based on the facts of this case and our Terms and Conditions, we must respectfully maintain our position and decline the refund request.

Kind regards,

I would like to clarify several important points, because your argument again deviates from the central focus of the case.

1. You are not therapists or mental health professionals to assess whether a player "shows signs" of gambling addiction.

The only necessary sign is the player's own explicit declaration. And in my case, I made it clear: I requested self-exclusion due to gambling addiction.

2. They keep insisting that I tried to take advantage of the process, when the facts prove otherwise.

I relapsed, registered at the casino, and lost money. In that emotional state, I requested self-exclusion, hoping to stop the relapse there. I didn't log back in for seven days, at which point I checked and found my account was still open. As with anyone with a gambling addiction, seeing that the self-exclusion hadn't been applied, I started playing again, this time with access to more funds, which I also lost. When I ran out of money again and fell into debt, I requested self-exclusion once more. This sequence isn't "taking advantage": It's exactly the relapse pattern of an addicted gambler, one that those of us who suffer from it know all too well.

3. The responsibility for applying self-exclusion lies with the operator, not the player.

You keep focusing on the fact that "I didn't reply to an email," but that was already clarified by the moderator: Asking for additional confirmation was a deviation from my request. The self-exclusion was explicit. The responsibility for protecting vulnerable players lies with the casino.

4. What is truly suspicious in this case—and based on evidence—is their reaction to my self-exclusion due to gambling addiction. After informing them that I had a gambling problem (3 times) and that I needed to close the account, their immediate response was to offer me bonuses. This is a verifiable and extremely serious fact.

5. Conclusion

The casino's attitude is clearly uncooperative, repeating arguments already refuted by the moderator and offering no new evidence. Meanwhile, the objective facts remain the same:

I requested self-exclusion due to gambling addiction. It was not applied.

I was offered bonuses after declaring myself a gambling addict.

The account remained open. I was able to continue depositing and losing money.

And I'll add something else: I sincerely hope that, given these attitudes, this lack of rigor in matters of safe gambling, these repetitive and uncooperative responses, the corresponding penalty will be sufficient so that, upon seeing the rating this casino truly deserves, many players will be able to avoid it.

Dear All,

Thank you for your further clarifications on the matter. I note with gratitude everyone's standpoint. As I continue to review the case, I kindly ask whether the player notified the VIP Manager, whose contact details were provided in the email exchange on 11 May 2026, of their gambling addiction. I would appreciate chat transcripts (if available) from both the player and the casino. Additionally, may I know if the player made any deposits after 11 May 2026, and I would appreciate receiving proof of deposits from either the casino or the player. Please feel free to send any supporting evidence you have to my email: munya.s@casino.guru.

I look forward to your continued cooperation as we seek a positive resolution to this complaint.

Hello Munya

I just forwarded you the emails with the conversation with the VIP manager. In them, I requested self-exclusion due to addiction, and he responded by offering me a break. I told him I wasn't interested, that I wanted self-exclusion due to addiction, and his response was to offer me bonuses.

I have sent you separately all the receipts for the deposits since May 11th.

Thank you for your help.

Ganador100

I would like to confirm that I have received your three emails. Thank you for taking the time to share this information. However, I noticed that none of the emails included communication from the VIP manager, and the receipts for the successful deposits do not align with the total amount you mentioned. If you have sent additional emails containing this, I kindly ask you to review your records and resend them. I look forward to your prompt response.

Hello Munya

I don't understand where the error is; I've forwarded you the entire conversation with the VIP. Here are the screenshots.

I will forward the deposits from my individual era now as well.

Thank you

Hello Munya

You already have in your email all these emails sent by the VIP Manager, as well as all the individual deposits from that same date.

Thank you for your time

Ganador100

Thank you for sharing the additional information. I acknowledge receipt of everything you have submitted. I will take the necessary time to thoroughly review it all. Please expect to hear from me soon.

Thank you for your time and dedication.

I would like to make it clear that I have provided evidence for absolutely everything I mentioned in my initial complaint. The casino, on the other hand, has responded with empty messages and without providing a single piece of evidence to support its claims. They have even accused me of taking advantage of the situation without showing any evidence, when my behavior demonstrates the opposite: after my first request for self-exclusion due to addiction, I stayed away from the casino for a full week. If my intention had been to take advantage, I would have continued playing immediately, and I didn't.

The casino has also not explained why they are comparing an explicit request for self-exclusion due to gambling addiction with a simple account closure, something that is completely unrelated.

And what's most serious is what happened after my second self-exclusion request: customer service referred me to the VIP manager, who, instead of applying the self-exclusion, offered me a pause, and when I refused, offered me bonuses. This behavior is completely unacceptable and contrary to any responsible gambling policy. The casino is fully aware of this and yet has offered no explanation. If they truly wanted to cooperate, the least they could do is acknowledge this very serious offense and offer to refund deposits made after that point. They haven't even attempted to justify it.

Thank you again for your work reviewing the entire case.

If you need anything else, I'll be here.

Opabet Casino

Can I get your reaction to the fact that the VIP Manager was also notified on 11 May 2026 of the gambling problem and, like the initial response from your support team, the VIP Manager instead offered a take-a-break option, to which the player responded by explicitly requesting a permanent self-exclusion due to gambling addiction problems?

Hello Munya,

Thank you for your response.

We have already provided a detailed explanation of the situation. We follow strict internal procedures and ensure that all actions are taken in accordance with them. In this case, an account can only be closed once the customer confirms the request by replying to the email sent to them.

Based on the circumstances, we believe this case represents an attempt to misuse the responsible gambling process. It is, unfortunately, not uncommon for customers to invoke gambling addiction claims in an effort to obtain refunds. In this instance, the account was registered only 24 hours before the gambling addiction email was submitted.

While we take all responsible gambling matters very seriously, we cannot approve refunds in cases where there is insufficient evidence to support the claim and where the available information suggests an attempt to exploit the process.

Regards

Opabet Casino,

I must respectfully reiterate my concern, which I have raised previously. After receiving a request that clearly sought permanent self-exclusion due to gambling addiction, your response was to offer the player a take-a-break option and request confirmation for that alternative, rather than acting on the self-exclusion request itself.

Had the matter ended there, I may have been inclined to conclude that the player did not make sufficient effort to pursue the self-exclusion. However, the subsequent communication with your VIP Manager significantly changes my assessment. After being referred by your support team, the player once again explicitly communicated their gambling problem and reiterated their request for permanent self-exclusion. Yet, the response was again to offer an alternative responsible gambling tool, followed by bonus offers, instead of implementing the requested exclusion.

This leads me to my final question: do you not consider the player's direct communication with the VIP Manager, in which they again disclosed their gambling addiction and requested permanent self-exclusion, to be a genuine and sufficient effort to seek protection? I would appreciate a direct response to this specific point, as it is central to my assessment of the complaint.