ProntoBet Casino - Player's account is closed with no refund for losses.

I really need your help with ProntoBet. I have serious gambling problems and asked them to close my account permanently because of it. They did close it, but when I asked for a goodwill refund for my losses, they first lied and said I had withdrawn/won more than I deposited/lost (so no refund). After I pushed back and asked for proof, they finally admitted they were wrong and sent a transaction report showing I actually have a net loss of €379.

Even though they now confirm I lost money (and the deposits were high and very close together – clear signs I had lost control), they still refuse any kind of refund or compensation. They just say "no refund" and stop answering my follow-ups. It’s been days now with no reply.

I feel like they tried to avoid helping me by giving wrong info at first, and even after correcting it, they don’t care about responsible gaming. There was no warning or intervention from them when I was depositing a lot in a short time.

I have attached:

•  The full email thread (where they first said I had profit, then corrected to €379 net loss)

•  Their transaction report confirming the loss

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ProntoBet Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you disclosed your gambling issues or acute loss of control of your gambling to the casino at any time? Would you be able to provide any evidence of this?
• When was the last time the casino allowed you to deposit?
• My email is tomas@casino.guru

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.

Best regards,

Tomas

Here are the answers to your questions:

1. 

No, the account is permanently closed now. I asked them to close it because of my gambling problems, and they confirmed it was done according to their responsible gaming rules. I can’t log in or deposit anymore.

2.  

Yes, I told them very clearly in my emails. I explained that I had been struggling with gambling addiction, that I lost control during the recent deposits, and that the deposits happened when I was not in a good mental state. I asked them to close the account immediately and also to review my losses for possible goodwill refund/compensation.

I have attached the full email thread so you can see exactly what I wrote (including my original message where I described the problem and asked for help).

3.  

The last deposits were in early March 2026 (around the beginning of the month . i don’t have exact screenshots right now from ProntoBet, but it was before I contacted them about closing the account). After I emailed them about my problems, they closed the account so no more deposits were possible.

The biggest thing for me is that they first told me I had withdrawn/won more than I lost (so no refund), but after I kept asking for proof, they admitted they were wrong and sent a transaction report showing a net loss of €379. Even with that confirmation, they still refuse any refund or compensation, and they don’t answer my follow-ups anymore.

I hope this helps you push them a bit. If you need anything else (more details or screenshots), just let me know

Thank you again for helping me – this has been really hard and I just want to get some fairness here.

Thanks for the explanation.

We are unable to ask the casino to refund if you only informed them of your gambling issues after the fact.

From our perspective, the casino is obligated to protect you from further play if you inform them of your gambling issues.

• Have you informed the casino about your gambling issues before depositing and playing? Would you be able to supply the relevant communication to me?
• Send the evidence to my email at tomas@casino.guru

Looking forward to your reply.

Dear justmee,

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.

No, I did not inform the casino about my gambling problems before I deposited money and played.

However, I would like to point out that there was a large number of deposits in a short period of time, which in my opinion should have been noted by the casino as a potential risk behavior. In light of this, I believe they should have taken action or contacted them to promote responsible gambling.

Thanks for your reply.

I am sorry, but we don't consider such responsible gambling features as mandatory in online casinos, and we won't be able to pursue a refund request just based on the fact that you made multiple deposits in short succession.

Since you confirmed your account is already closed, there is little we can accomplish at this point.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.