The player from Spain filed a formal complaint against Powbet, highlighting that it operated without regulation in Spain and had not honored his self-exclusion request despite his gambling addiction. He faced significant losses estimated at around €10,000 and sought reimbursement for his losses since registering with the RGIAJ. The Complaints Team reviewed the case but was unable to proceed due to the player's lack of response to inquiries and reminders. Consequently, the complaint was closed, although the player retained the option to reopen it in the future.
Powbet Casino - Player demands reimbursement for losses due to account negligence.
Closed
Our verdict
Player stopped responding
Amount: €3,000
Powbet Casino
Safety Index:Very highCase summary
Discussion
Public
Public
10 months ago
Translation
Hello, I would like to file a formal complaint against the betting company Powbet, with whom I have had a relationship as a player for several years. It's important to note that Powbet is not regulated in Spain, although it operates freely and allows access to Spanish players, which I consider a key point in this situation.
I've been suffering from a serious gambling problem (addiction gambling) for some time, which led me to hit rock bottom financially and seek help from a psychologist a few months ago. As part of my recovery, on January 20, 2025, I registered with the RGIAJ (General Registry of Gambling Access Prohibitions), which prevents me from betting at any regulated betting house in Spain. However, Powbet is not part of this protection system, and therefore I continued to have access to the platform.
Over the years, I've lost a significant amount of money, which I estimate to be around €10,000, although I can't say for sure. On at least two occasions, I even closed my Powbet account due to severe losses. On both occasions, Powbet allowed me to reopen the account after a process as simple as copying, pasting, and signing a text they sent me via email. I consider this procedure completely irresponsible and negligent, given that they themselves knew I was having a gambling problem—in fact, the message itself seemed like a form of legally washing their hands of the problem.
Furthermore, on multiple occasions, when I requested the closure of my account as a VIP user, they offered me bonuses and promotions to remain active on the platform, instead of honoring my self-exclusion request. I have evidence of these offers in emails. This behavior demonstrates that, instead of protecting a vulnerable player, they prioritized their own financial gain.
Therefore, I request that Powbet reimburse me for all losses from January 20, 2025, until today, the date I officially registered with the RGIAJ, seeking help to stop gambling. I am willing to provide a psychological report, proof of my registration with the RGIAJ, and copies of emails with Powbet as evidence of all the above.
I understand that Powbet is not regulated in Spain, but I believe they acted with full knowledge of my personal and medical situation, and therefore should assume ethical—and possibly legal—responsibility in this case.
I request CasinoGuru's mediation to resolve this case and reach a fair solution. Thank you for your attention.
Automatic translation:
Public
Public
10 months ago
Dear fifsa23,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Powbet Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- When requesting self-exclusion, did you specifically disclose your gambling problem?
- Could you please provide the specific date on which you requested self-exclusion from PowBet Casino?
- Could you please provide all correspondence you have had with the casino regarding this particular issue? My email is katarina.d@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
10 months ago
TranslationHello Katarina,
I'm writing to inform you that I've already emailed you all the requested documentation and screenshots regarding my case with Powbet.
I want to emphasize something very important: Powbet knew perfectly well that I had a gambling problem. On several occasions, I wrote to them requesting the closure of my account because I was constantly losing a lot of money and not winning any bets. Even so, far from helping me or implementing a responsible gaming policy, they offered me bonuses to continue playing, and even warned me that if I accepted a bonus, they wouldn't be able to close my account for 7 days. This is not only immoral, but it further exacerbates the problem for a player in a vulnerable situation.
I also tried many times to close my account via chat, but they always told me I had to do it via email, prolonging the process and making me feel trapped. I know I have no proof of those chat conversations, but that's how their support system works.
I also closed my account several times, and every time I tried to reopen it, Powbet asked me to sign a statement stating that I didn't have a gambling problem. If they really didn't suspect anything, they wouldn't have made me sign something like that. It's clear that this statement only serves to protect themselves legally and wash their hands of a situation they themselves have fueled.
I'm in a very difficult situation, not only emotionally but also financially, and all of this was a direct consequence of a system that didn't protect me when I needed it most, but instead pushed me even further into gambling.
I sincerely hope that you will take all these elements into account and can help me find a fair solution.
Automatic translation:
Public
Public
10 months ago
Dear fifsa23,
Thank you for your message and for forwarding your email correspondence with the casino.
I have carefully reviewed the evidence you provided. Unfortunately, I could not find any instance where you disclosed a gambling problem to the casino, despite being asked repeatedly for the reasons behind your account closure request. I understand that admitting such a personal and sensitive issue, particularly to someone you have never met, can be challenging. However, as the casino representative was not made aware of any underlying issues, their attempts to retain you as a customer are understandable as a standard business practice, even if it appears unfavorable in retrospect.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
To ensure a self-exclusion request is readily identifiable and processed promptly by a casino, please allow me to share an example of an effective self-exclusion email.
Example:
Email subject: Self-exclusion due to gambling problem
Player’s info: First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Powbet casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime). The reason that preceded my decision is gambling problem. I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to casino email support@powbet.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.
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.
Katarina
Public
Public
9 months ago
Dear fifsa23,
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
9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
