Powbet Casino - Player's closed account has been reopened.

I have closed my account due to gambling addiction at the casino on 9.5.2026. Now my account has been reopened without me asking, and they sent me a marketing message (VIP manager sent an offer) which made me play and lose €1000.

I am asking for your help to get this lost €1000 back.

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Powbet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• When was the last time you made a deposit in this casino?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

I still have access to the account, I have sent them several messages but they do not respond, even though I get a confirmation email saying "Request received".

I last made a deposit on June 12, 2026 (I'll post screenshots later).

I don't think KYC verification has ever been requested.

I'll put screenshots in the next post.

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, Matej (matej.l@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,

Attila

Hello gamblingproblem92, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Powbet 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.

Hello gamblingproblem92

Thank you for reaching out to us.

After reviewing your case we can confirm that you agreed already to the refund.

We are happy to inform you that your payment has been successfully complete.

We thank you for your cooperation.

Kind regards,

Powbet Team

Thank you for the update, dear Powbet Casino.

Dear gamblingproblem92, can you pelase confirm the refund amount you have agreed to, so I can adjust the disputed amount accordingly? Thanks.

They refunded me €500, which I accepted because I was afraid they wouldn't pay anything otherwise. I would like you to help me get the remaining €500 back.

Dear gamblingproblem92, have you signed any kind of waver?

Or if the agreement was made via e-mail communication, could you please forward me (matej.l@casino.guru) the whole conversation for a review? Thank you.

I sent you a message thread via email.

Thank you very much, I have received the message and reviewed the content. Much appreciated.

Dear Powbet Casino, could you pleas e-mail me (matej.l@casino.guru) the player's cashier history showing both deposits and withdrawals from 09/05/2026 until the recent account closure? Could you also confirm the account has been marked as "gambling addict, never reopen" and the player will not be able to reopen it or re-register at the casino using the same credentials? Thank you.

Dear gamblingproblem92,

Thank you for your patience.

We would kindly like to offer you an additional refund in the amount of 500 EUR.

Please let us know if you agree to this offer in order to proceed with the transaction.

Kind regards,

Powbet Team

This fits well, thank you.

Thank you for the reconsideration, dear Powbet Casino, much appreciated. Please, let us know once the payment has been processed on your end.

Dear All,

Thank you for your patience.

We are happy to inform you that the payment has been successfully complete.

We thank you for your cooperation and wish you all the best.

Kind regards,

Powbet Team

I acknowledge this, the payment has been received. Thank you Powbet.

I would like to thank both sides for the confirmation.

Dear gamblingproblem92,

I am very happy to hear that your issue has been resolved, and would like to thank Powbet Casino Team for looking into this matter. I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru