The player from Germany requested a full refund after his self-exclusion request had been ignored by Opabet.io, which led him to deposit money and gamble again despite struggling with addiction. He felt that the casino had violated its terms and principles of responsible gaming. The Complaints Team investigated the case but ultimately decided to reject the complaint due to insufficient evidence that the self-exclusion request had been received by the casino and the lack of consistent follow-up from the player regarding his account closure.
Opabet Casino - Player’s self-exclusion request was ignored.
Closed
Our verdict
Unjustified complaint
Amount: €1,900
Opabet Casino
Safety Index 5.2 Below averageCase summary
Discussion
Public
Public
10 months ago
Hello xSerious169, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Opabet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
Public
Public
9 months ago
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.
Public
Public
9 months ago
The casino representative has reached out and is now investigating the case. I will prolong the timer.
Public
Public
9 months ago
Dear xSerious169, can you please forward me the original self-exclusion message you have sent to the casino please? Also, can you confirm if you have received any ticket ID as a response to this message? And was the e-mail sent on 28th May the only request you have made? Thank you.
EDIT: Have you ever inquired about the status of your self-exclusion request after it has been sent, please?
Public
Public
9 months ago
Translation
Hello, I have forwarded the email to you.
I sent this immediately after creating my account so that my account would be closed immediately.
When I sent the email, I received an automatic confirmation with a ticket ID. However, I deleted this email because I didn't expect to ever need it.
and yes, I have tried several times to get my account blocked.
I've contacted the live chat many times, received calls from the casino, and also stated on the phone that I'm addicted to gambling, want to close my account, and no longer receive promotional offers. I responded to the SMS, which was presumably delivered, since I didn't receive an error message.
Despite my best efforts, my account was only closed when I made deposits and wanted them back.
Automatic translation:
Public
Public
9 months ago
Thank you for the clarification, I have received your e-mail with no issues. I have asked the casino representative to investigate this matter further, and I will post and update as soon as I hear back.
Public
Public
9 months ago
Seems like there is some glitch with the timer so I had to reset it manually. I have messaged the casino representative asking for an update, and will post any new information once I receive it.
NOTE: Since the timer is glitched, I would like to mention this is now the second period within which the casino has to respond, before closing the complaint as unresolved.
Public
Public
9 months ago
My apologies, this delay is on me. I have been receiving unusual high number of e-mails recently, and was struggling to get through them in timely manner. This should be no longer an issue.
Dear xSerious169, the casino representative stated, that the casino has only received requests to stop the marketing communication and was not aware of any account closure requests or gambling addiction being mentioned. Since you have provided us with the screenshot of a self-eclusion e-mail, I would like to investigate this statement further.
For that, I would like to ask you to put together all the evidence and forward it to me at matej.l@casino.guru. I will need the following:
- forwarding the original self-exclusion message sent to the casino
- any and all evidence of further inquiring on status of your self-exclusion either by e-mail or live chat
- any other communication mentioning gambling addiction, inability to stop playing or similar sent to the casino via e-mail or live chat
- forwarding the original message requesting to stop the marketing communication, ideally alongside casino confirmation of cessation, and screenshots of further marketing messages being received after the confirmation you have been taken off the list
I believe that should encompass all the issues you have mentioned at the beginning of this complaint, and having the details at hand would help me immensely to support my statements and requests during the mediation process. Of course, feel free to add any other information you find helpful to your case, that I may have forgotten to mention. Thank you.
Public
Public
8 months ago
Dear xSerious169,
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.
Public
Public
8 months ago
TranslationHi, I'll have everything ready in about 12 hours. I have the files on my laptop and I've been away from home for a while.
Automatic translation:
Public
Public
8 months ago
TranslationHello, I have forwarded you the self-exclusion form, a live chat excerpt, and the email again as a .eml file.
Unfortunately, I cannot provide proof of a phone number, but I can say with 100% certainty that I was called several times on the phone after sending my email and that I wanted to block the account.
I contacted the live chat at least two or three more times, but unfortunately I didn't take a screenshot of every conversation.
If you need anything else, feel free to contact me.
Automatic translation:
Public
Public
8 months ago
Thank you, xSerious169, I have received the e-mails and the evidence needed. I am now in contact with Opabet representative regarding the confirmation of your request being received by live chat. Once I hear back, I will post an update here to keep you informed.
Public
Public
8 months ago
TranslationI would have had to contact the live chat once on May 29, 2025, and again on June 5, 2025.
Automatic translation:
Public
Public
8 months ago
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.
Public
Public
8 months ago
Update: I am talking with the casino representative via e-mails. After a database check, I have been told the self-exclusion request e-mail has not been received. While it is possible for the e-mail to get lost, mislabelled or delayed, in this case there is a screenshot where the live chat agent confirmed reception of the request. I have asked the casino representative to have the live chat logs checked for the dates of May 29, and June 5, so we can see the whole conversation and hopefully solve this mystery. I am hopeful that with the transcripts we will be able to pinpoint the issue, find out what happened and proceed with the resolution.
I will post an update once I hear back from the casino representative and have more information.
Public
Public
8 months ago
TranslationHello, but that can't be right, can it?
I sent the email and can prove it.
I sent you an .eml file; everything is in there... header data, etc.
Honestly, I don't think the live chat history will provide any clarification. I wasn't even logged in at that point... it's doubtful whether the history can be 'found' or viewed there.
Automatic translation:
Public
Public
7 months ago
Dear xSerious169, after a week of deliberation and e-mail conversation with the casino, I have decided to reject this complaint.
As a professional, you know our procedures and that we always require bulletproof evidence and sufficient effort to be shown regarding self-exclusion cases. You have sent one e-mail that the casino did not receive. Later, you have once inquired in live chat about account closure while not being even logged into your casino account. Interestingly enough, threat about either refunding your large deposit or else you would complain at Casino Guru, has been received by the casino. There is not much evidence to go by, to build a case.
Due to the aforementioned reasons and insufficient effort to push for self-exclusion on your end, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
