Pribet Casino - Player’s account closure request is ignored.

Buongiorno, ho cercato di chiudere il mio conto PriBet da Gennaio a Marzo almeno 6 volte dichiarando la mia dipendenza da gioco d'azzardo ogni volta. Pribet ignora ogni mail rispondendomi che devo inoltrare loro i dati delle mia carta.

Oltre a questo continua ad inviarmi offerte promozionali come se nulla fosse. Si prendono completamente gioco di noi giocatori sensibili.

Adesso è da un po' che non gioco ma vorrei denunciarli e richiedere un rimborso. Ho a disposizione molte conversazioni mail che inizio ad allegare.

Trovo ingiusto tutto questo

Potreste aiutarmi?

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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.

Dear Aabbaa,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’ve experienced.

Thank you for sharing the initial details and for attaching the screenshots. Based on what I can see so far, it appears that on 26.1. you informed the casino about your gambling problem, and on 30.1. they responded by requesting verification documents. To better understand the full context and assess whether there was a failure in handling your self-exclusion request, I would like to ask you a few additional questions:

• Could you please confirm whether you completed the verification process requested by the casino?
• Is your account currently still active and accessible?
• Were all your self-exclusion requests sent from your registered email address linked to your casino account?
• Did the casino ever explicitly confirm the closure or self-exclusion of your account at any point?
• Have you made any deposits or played after your initial request on 26.1.? If yes, please specify when.

If it is more convenient for you, you may forward all relevant communication and documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Non ho completato nessuna procedura di verifica poiché non me l'hanno mai richiesta

L'account credo sia attivo ma mi sono dovuto rivolgere a persone esterne in momenti di disperazione per cambiare le password

Ho inoltrato 7/8 richieste via mail di autoesclusione con la stessa mail collegata all account

Il casino non ha mai confermato la richiesta anzi mi ha sempre chiesto prove bancarie nonostante mail chiare ed esplicite

Si ho effettuato qualche deposito, credo 3 volte tra Febbraio e Aprile

Chiedo il vostro aiuto contro questo criminali

Questi sono solo alcuni delle tante mail ignorate.

Aiutatemi

Buongiorno, potreste aiutarmi?

Hi Aabbaa,

Based on the screenshots you have provided (including the one above), it appears that the casino did respond to your request by asking you to submit verification documents in order to proceed further. Specifically, they requested identification and proof of address before processing your account closure.

To make sure we fully understand the situation, I would like to summarize the timeline based on the evidence we have:

• 26.01.2026 – You informed the casino about your gambling problem
• 30.01.2026 – The casino replied requesting verification documents
• 10.02.2026 – The casino followed up asking for the reason for account closure

Could you please confirm if this timeline is correct?

From what we can see so far, the casino’s position seems to be that identity verification was required before proceeding with the closure of your account. This is also reflected in the screenshot you forwarded to us, where they explicitly ask for documents to process your request.

That said, I understand your concern, especially regarding the repeated requests and the fact that you continued receiving promotional emails after declaring a gambling problem.

To assess this properly, I would like to kindly ask you to clarify:

• Did you at any point explicitly refuse to provide the requested documents?
• Were you informed that the account could not be closed without completing verification?

Thank you in advance.

Buongiorno, il casinò Pribet mi ha richiesto più volte se io fossi certo della mia scelta nonostante avessi comunicato per oltre 3 mesi la mia dipendenza da gioco d'azzardo, hanno risposto addirittura più volte allo stesso modo senza mai chiudere l'account e oltre a ciò inviavano tranquillamente offerte promozionali.

Non ho mai rifiutato di fornire i documenti e con le loro mail hanno fatto intendere che il conto non poteva essere chiuso.

TROVO TUTTO CIO' GRAVISSIMO E INACETTABILE

Hanno violato ogni diritto e legge a tutela dei giocatori.

Aiutatemi

Dear Aabbaa,

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.

Dear Aabbaa,

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 Pribet Casino to join this conversation and assist in addressing the complaint.

Dear Pribet Casino,

Could you please provide your comments regarding this matter?

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

Attendo con ansia una risposta ragazzi

Dear Munya,

Thank you for your patience.

We would like to advise that the player's account has been previously excluded and that the player does not have any access to it.

We hope this brings clarity regarding this matter.

Kind Regards,

PriBet Casino

Pribet Casino

I would appreciate it if you could clearly confirm the exact date on which the player’s account was ultimately closed.

Thank you in advance for your cooperation.

Se mai Pribet avesse chiuso il mio account sarà stato almeno 3 mesi dopo la mia prima richiesta di autoesclusione. Trovo tutto ciò irrispettoso e vergognoso.

Dear Munya,

We would like to note that in order for a self-exclusion request to be processed successfully, the request itself needs to be properly formatted and sent to the designated email. This process needs to be followed so that a player's request can be carefully reviewed by our relevant team. Once the player mentioned their gambling related problem, they were redirected to submit an email to the designated email address.

Furthermore, we would like to state that after the player submitted their self-exclusion email, their account was permanently excluded as requested.

We hope to have been of assistance.

Kind Regards,

PriBet Casino

Sono veramente senza parole.

FORMATTATA IN MODO APPROPRIATO?

HO INVIATO PIÙ DI 10 MAIL AFFERMANDO DI SOFFRIRE DI DIPENDENZA DA GIOCO D'AZZARDO E CHIEDENDO L'IMMEDIATA CHIUSURA DEL CONTO.

Cosa bisogna formattare?

Mi avete chiuso il conto solo dopo 4 mesi, dopo il reclamo.

Vergognatevi

Confido in Casino Guru

Pribet Casino

Thank you for your response and for clarifying the process for requesting self-exclusion. However, I would still be grateful if you could confirm the exact date on which the player’s account was closed. Your cooperation in this matter is greatly appreciated.