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 They did close it, but when I asked for a goodwill refund for my losses, they first lied and said I had withdrawn/won more than I deposited/lost (so no refund).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