Pribet Casino - Player’s account wasn't closed.

I have a gambling issue and i did ask my account to be deleted on 28.01.2025(because there is no way to self exclude yourself on the site itself) got some free spins instead. Sent another email requesting blocking my account on 24.02.2025 following that my account was closed for 30 days (although i asked for permanent as enough damage was already done). So as gamblers do i was back on the site roughly starting from april and went quite hard on it until i had a moment of clarity mixed with desperation and i requested permanent closure of the account that was not followed up until i sent an email requesting refund for losses accumulated during the period(8707 euros + 720 euros of missing winnings from one bugged game). After that the account was closed at first and later on it started showing closed due to self exclusion. Only got one reply(to my initial reporting of the missing winnings and that was also vague stating wrong amounts and not solving the issue for me as i had lost access to the account already). I did sent 2 emails taking half of the responsibility and offering 50% refund option as well.

Could not upload all related emails(max attachments) but can provide what is needed.

Dear quitz32150,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from pribet.com, he/she needs to contact us on the following email address: customercare@pribet.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

Could you please clarify if you received any reply to your self-exclusion request you sent in February? Please forward any following communication between you and the casino to me. My email address is kristina.s@casino.guru. Also, do I understand correctly that you currently don't have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

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.

Hi Kristina,

Thank you for your response. Unfortunately, I no longer have access to the reply Pribet may have sent in February, as their emails were delivered to my spam folder and were automatically deleted since then.

However, I remember that their response at the time mentioned a 30-day exclusion period and stated they do not offer refunds.

I have added my request as an attacment called request 2.

After that, my account was restricted temporarily, but I was later able to access it again and continue gambling. As of June 9, 2025, the account appears to be closed(i have no access to it), but I was never provided with a full explanation, nor were the outstanding issues (including missing winnings) addressed.

Let me know if you need any additional information. I will send all materials i have to your email.

Best regards,

Hello quitz32150,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi, thank you for the update. I appreciate the transparency and fully understand the short delay. I’ll wait to hear from Kristina once she returns.

Best regards,

Thank you very much, quitz32150, for your cooperation, and I apologize for my delayed response. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Kristina,

Thank you for your message and for the support so far. I’ll stay in touch with Matej from here. I still hope this can be resolved fairly, although I’ve noticed that Pribet has a "very low" safety index here, so I admit my optimism is starting to wear thin.

Best regards,

Hello quitz32150, 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 matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

Please note there are further checks made on the matter.

We will do our best to get back to you as soon as possible.

Best regards,

Pribet casino

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.

Dear Matej,

The player's account was promptly disabled when the initial self-exclusion request was made.

Have in mind that the exclusion request status, period, and additional information was communicated with them, however the player did not make any remarks or requested any amendments.

Once a subsequent request was made, the account was disabled and shall remain so.

Best regards,

Pribet casino

Hi Matej,

Thank you for the update. I’d like to respond to the casino’s statement with a bit of context.

It’s true that after my initial self-exclusion request in February, I received a response stating a 30-day exclusion period. However, at that point I was in a vulnerable state and didn’t fully engage with the terms or challenge them—I simply trusted that my account would remain blocked, as I had clearly asked to be permanently excluded due to gambling addiction.

I have forwarded the original email request to Kristina, and you now also have access to it.

After that period, I was able to access my account again and continue gambling, resulting in over €8,700 in losses between April and June. I believe the casino should have enforced a more robust exclusion policy, or at the very least followed up or flagged my re-entry, especially given the vulnerable position I described.

Regarding the €720 in missing winnings, I received a vague and generic email reply that dismissed the issue without addressing the specific bet IDs I had provided. This email has also been shared with the Casino Guru team. As my account is now closed, I cannot verify whether anything was corrected, and this concern remains unresolved from my side.

While I accept some personal responsibility for returning to the platform, I believe the platform failed to uphold its own responsible gambling commitments after I had already reached out for help in good faith.

Best regards,

First, I would like to thank the both sides for providing further details regarding the complaint.

After checking the evidence provided by the player, I can confirm the proper self-exclusion due to gambling addiction request has been sent on 24th February. In this message the player requested permanent block, so I am unsure why the casino opted for 30 days period instead. We agree with the player and see this as an error on the casino's side.

To resolve this issue, I would like to ask the casino to confirm that the account has been now disabled permanently, marked with "gambling addict, never reopen" or some similar note and that all marketing communication will cease.

Then, as the account should has been closed since the end of February, I would like to request the casino to return all the deposits made between the initial account closure until now - minus any withdrawals and winnings that have happened in the meantime. If needed, you can send me the player's cashier history directly to matej.l@casino.guru.

Please let me know if you agree with this resolution, or have any more questions/evidence. Thank you.

Dear Matej,

Please be advised there are further checks made on the matter.

We will revert back with updates as soon as possible.

Best regards,

Pribet casino

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.

Hi Matej,

I am just confirming that I’m still following the case and waiting for the casino to provide a clear response regarding the resolution.

Thank you again to you and the Casino Guru team for your ongoing support.

Best regards

Dear quitz32150, given the extremely low safety rating of this casino, and the fact they did not reply to any of my communication attempts yet, I would not hold my breath regarding this issue getting resolved. :((

I'll give them 2 more days and will try to send some messages again, but I am not hopeful at all.

Hi Matej,

Thanks for the update. I understand the situation and I really appreciate your honesty.

For what it’s worth, I always try to stay optimistic right up to the last minute—so I’m still hoping Pribet chooses to respond responsibly.

Best regards

Dear Matej,

Please be advised that checks are still undergoing on the matter.

Further updates will be provided as soon as possible.

Best regards,

Pribet casino

Hi Matej,

Thank you again for all your effort and support in handling this case.

To Pribet: You've now had several weeks and multiple 7-day extensions to "check" the matter. At this point, I feel it's fair to ask — what exactly are you still checking, and what is the purpose of these checks?

The original self-exclusion request and context are clear. There’s been no dispute about the dates or messages. If you're truly reviewing something specific, I’d appreciate some transparency on what that is. Otherwise, the repeated delays feel more like a way to avoid providing a clear decision.

While Casino Guru has suggested a full refund would be appropriate, I would be open to a resolution that is substantial and reflects a genuine effort to take responsibility — something that aligns with the spirit of my original request for a permanent self-exclusion and a fair refund of the deposits made after that was ignored.

Given the limited progress made, I would also suggest shortening the current 7-day extension cycle unless there's a concrete update from the casino. Repeating the same pattern over and over serves little purpose.

That said, I’m here to see this case through — no matter how long it takes. I believe a fair and honest resolution is still possible.

Best regards

Dear Pribet casino, I will extend the timer once more, to give you ample time for investigation. But as I am unable to prolong it indefinitely, this is the last time I can do this, mostly because the player is willing to wait. Please, let us know of your findings as soon as possible, otherwise I would have to close this complaint as "unresolved", which will drop the casino rating down to 0. Hopefully we can avoid that and the complaint will get resolved shortly. Thank you for your time and understanding.

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.

Hi Matej,

Could you please explain why another 7-day extension was granted? In your earlier message you noted the previous extension would be the last, granted only because I agreed to wait. Since then, has Pribet provided any substantive update or engaged with you at all?

I’m not willing to enter an open-ended cycle of extensions. Unless there’s concrete progress in this window (e.g., a documented calculation/offer or a dated plan of action), I’d prefer the case be concluded accordingly. I remain available for a fair resolution, but repeating 7-day cycles without movement isn’t reasonable.

Best regards

Dear quitz32150, this is the automated system that we use, which gives a week for an answer, then a warning, and then another 7 days. It is to ensure either the players or casinos have ample time to provide evidence/conduct a thorough investigation. This is our standard procedure, to ensure we are as fair as possible towards either party involved.

As I mentioned, unless the casino comes with something solid by the end of this timer, the complaint will be closed as unresolved and given the disputed amount, the casino rating will get down to 0 after the next automatic system recalculation, that happens on a weekly basis.

Thanks for clarifying, Matej. I’ll wait for this final cycle to run its course.

Dear Matej,

As previously discussed, the player’s account was promptly disabled following their self-exclusion requests. Each request was handled with the appropriate restrictions applied and confirmed to the customer.

At no point did the customer raise objections to the measures or request any adjustments during the process.

All actions taken were consistent with our procedures and fully aligned with the customer’s expressed wishes at the time of each request.

Based on this, we consider the handling of the case correct and in line with our procedures, and this is our final position on the matter.

Best regards,

Pribet Casino

Thank you to Matej and the Casino Guru team for their support.

I gave Pribet every opportunity to resolve this complaint. Instead, they chose to deny responsibility and close the matter without offering any resolution. Based on their repeated delays and vague replies, I even doubt they ever truly considered resolving it in good faith.

For clarity: my February request was for a permanent self-exclusion. A 30-day block that allowed my account to reopen was not what I asked for and does not reflect responsible gambling standards. On top of that, my separate concern about missing winnings was never addressed either.

This case will remain unresolved, and I hope it stands as a warning about Pribet’s lack of accountability.

Despite the outcome, I’m proud to have stayed gambling-free since this began and remain committed to moving forward. If any fellow players or supporters wish to connect or be part of my journey to recover financially and stay gambling-free, I’m open to contact [e-mail address removed for security reasons by CG]

Based on this, we consider the handling of the case correct and in line with our procedures, and this is our final position on the matter.

As per the above, it is clear that Pribet Casino considers the matter closed, and I believe any further communication would only waste everyone's time, while yielding no resolution. Casino Guru believes that self-exclusion requests due to gambling addiction should be taken with utmost care and priority, and such accounts should be closed forever ASAP. Apparently the Pribet Casino does not share this view.

Dear quitz32150, I’m afraid there is not much that can be achieved without cooperation from the casino. 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. If the casino decides to change their stance, we will reopen the complaint, and you will be notified by email.

To stay safe online and to help you with the addiction, 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 is recommended to have a family member or a friend to set the app password in your stead, for maximal protection.

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 matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej