The player from Germany attempted to self-exclude due to gambling addiction immediately after registration but received no response from support despite multiple reminders since September 10th. He demanded account closure and a refund of his deposits, expressing concern over the casino's handling of his situation. The Complaints Team found that the casino's processing time for self-exclusion was excessive. Despite the casino closing the player's account eventually, they insisted that the player has withdrawn more than he has deposited within the argued period of time. Since the casino has stopped responding and has never provided any evidence, the complaint team had to mark the complaint as unresolved due to the lack of cooperation from the casino. They recommended that the player contact the Curaçao Gaming Authority for further action and suggested using a gambling prevention app for future safety.
Pribet Casino - Player’s account closure request is delayed.
Uncertain case
Black points: 114
Amount: €280
Pribet Casino
Safety Index:Very lowCase summary
Hello everyone,
Immediately after registering at the casino, I contacted the live chat and said that I was suffering from gambling addiction and wanted to self-exclude immediately.
They always point out that you have to do this by email to support, as live support can't do it. However, support still refers you to a different email address, and you never get a response. I sent my first message on September 10th and have reminded them several times, but I still haven't received a reply. I'm therefore demanding that the casino close my account and refund the funds I deposited, as I immediately played with my cards on the table and reported my problem to the casino. I don't think it's a good idea for casinos to exploit players' problems when you play with your cards on the table and tell the casino about your problem and get no help.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Am I correct in understanding that you requested to be self-excluded via "customercare" email on Wednesday, Thursday, Saturday, and Sunday, but you have not received any response from this casino email address yet? Have you received a response only from the basic "support" email?
- Have you received any information from Customer Support about when your request will be processed?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
- When exactly did you deposit money into this casino? Have you made only one deposit, or several different deposits?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello ,
I have already passed the KYC.
Live support always says they have no influence on the processing and that I should contact the relevant email address. When I write the regular support email, I'm referred to the other email address.
I made deposits on different days. Just yesterday, €30, and today, €70. They're simply not responding and are counting on me losing my money because of my addiction.
Can you help me close my account and get my money back?
Are they now activating the casino? My account has now been closed. But I would like to have some of the funds from the deposits made after the self-exclusion I requested and ignored returned.
Thank you for your responses. Can you please confirm if you first requested to be self-excluded on September 10, and your account was closed on September 20?
Yes, exactly. I requested exclusion for the first time on September 10th at 11:09 PM, and several more times after that.
And on September 17, my account was closed. In the meantime, there was no response, and I was able to continue depositing money.
Thank you very much, Marti89, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Marti89, 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 Pribet 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 [email protected].
Thank you for your patience and cooperation in advance.
Dear Matej,
The player submitted a self-exclusion request to our designated email address on 11/09/2025. The request was reviewed, and the account was excluded within the timeframes outlined in our Terms and Conditions.
It is important to highlight that, as clearly stated in our Terms and Conditions, any account activity during the processing period remains the sole responsibility of the player. During this time, the player accumulated winnings exceeding the total amount of their deposits and subsequently submitted a withdrawal request, which was successfully processed.
We believe that all actions were carried out with full regard for player protection and in strict adherence to our General Terms and Conditions.
Kind regards,
Pribet Casino
A self-exclusion should be processed more quickly, especially if the reason given is gambling addiction. And making a player wait 10 or more days without a response is unacceptable.
Furthermore, my deposits total €363. Subtracting my winnings of €236 leaves a difference of €-127.
I therefore expect a refund of the difference and that you will address such serious issues more quickly in the future.
Thank you
Dear Pribet Casino, can you please confirm that the account was closed as self-exclusion due to the gambling addiction, will never be reopened and the marketing communication towards the player has ceased? Thank you.
As for the refund, we find 10 working days outside of the Fair Gambling Codex lines and quite anti-consumer. While we understand instantaneous closure is impossible, this timeframe is well beyond a reasonable limit, when dealing with such sensitive issue as is gambling addiction. Due to this, I would like to ask if you would be willing to issue a refund to the player for all his deposits (minus withdrawals and winnings) that have happened between 13th September until the account closure. If needed, you can send any additional information or cashier history showing deposits and withdrawals from 10th September onward to [email protected]. Thank you.
Dear Matej,
The player's account has been excluded without the option to be reopened and all player's details have been removed from our marketing lists.
In addition, during the period from 13th September until the account closure, the player’s withdrawals exceeded the total amount of his deposits, meaning that they ended up with a positive balance.
Kind regards,
Pribet Casino
I don't understand why the 13th? I already sent a self-exclusion request to support on the 10th and requested it via live chat. I was simply ignored. Therefore, I request a refund of payments starting September 11th.
Or a payment of 70€ as compensation
Thank you for the confirmation, Pribet Casino. Could you please send me the player's cashier history showing both deposits and withdrawals between 13/09 until the account closure at [email protected], just for the confirmation, please? Thank you very much.
Dear Marti89, as the casino has to do some internal checks and procedures before the self-exclusion can be applied, as well due to the amount of requests the support team has to deal with on a daily basis, it is impossible to have it done instantly. Also, this would enable players to misuse the self-exclusion policy for attempting so-called "free betting", which we do not condone. Due to this, we allow casino to close the gambler's account on their own terms, within the reasonable time. Since Pribet's time frame is well beyond reasonable, I have requested the cashier history with dates that are in line with our policies, to ensure nothing has been overlooked. As for the request via live chat, that is impossible. It is also written in the casino's Terms & Conditions that the request has to be sent by e-mail. Live chat agents are unable to process these tasks as it would be too easy to misuse. Hope this helps to explain the situation, but feel free to ask if you have more questions.
Dear Matej,
After reviewing the case, it appears that the player may be attempting to misuse the Casino Guru complaint process by seeking reimbursement for deposits made prior to their official self-exclusion request, submitted to the respective email address on 11 September 2025.
It is also important to note that between the date of the self-exclusion request and its implementation, the player withdrew more funds than they deposited. Even when considering activity from 13 September onwards, the player remains in overall profit, having withdrawn more than they spent.
Furthermore, their behavior suggests an attempt to take advantage of our self-exclusion policy by continuing to deposit and playing risk-free. It seems unfair for this to be requested from our side, given that the player is making accusations and seeking reimbursement without any evidence.
Our internal review confirms that the player’s transactions align with the details provided above. While we cannot disclose account-specific data externally for privacy reasons, the player can easily verify this information within their own records. Should the player choose not to do so, it would raise further concerns about the intent behind this complaint.
Kind regards,
Pribet Casino
Hello pribet Casino ,
To distort my money-making is quite a thing.
I requested my self-exclusion for the first time on September 10th via live chat and to support, with immediate effect, due to a gambling addiction!!
Your casino encourages gambling addiction and entices your customers to gamble.
In such cases, it should actually be dealt with immediately, or within 24 hours at the most. But your casino simply doesn't react without seeking external help, in this case from Casino Guru. To then assume that I'm only exploiting the provider to collect money from you is quite cheeky. I'm requesting the difference of the outstanding €127 from you. I would ask Casino Guru to make a decision accordingly.
Thank you for the further information. I believe it is quite easy to discern whether this case is regarding fraud or a genuine self-exclusion. If I can get cashier history showing both deposits and withdrawals from 10th September until the actual account closure, I could help pinpoint the details. Without the history, I will be unable to bring this case to a successful closure.
Since the account has now been closed, the player will be unable to send me any screenshots of the deposit/withdrawal history, so I would like to ask Pribet Casino to provide them at [email protected] at your convenience. I can promise the data will not be shared publicly or otherwise, as we work in line with the privacy and security policies of the casinos and GDPR laws.
I think the casino's long wait should make it clear that this isn't a scam. I'm just requesting a refund of the €127, and then the case could be closed. Since the casino has already complied with the rest.
Dear Marti89,
I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at [email protected].
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. I am really sorry I could not be of more help on this occasion. :(
Best regards,
Matej
