ProntoBet Casino - Player’s self-exclusion request mishandled by casino.

Hello Casino Guru,

I would like to file a complaint regarding ProntoBet and their handling of my self-exclusion request.

I contacted them and clearly requested that my account be permanently closed and that it should not be possible to reopen it. Despite this, when I contacted them the following day asking to reopen the account, they allowed me to regain access immediately.

After this reopening, I continued gambling and lost a significant amount of money. I have since self-excluded again.

What I also find concerning is that when I later attempted to reopen the account again, they refused and stated that the self-exclusion could not be reversed. This inconsistency raises serious concerns about how the self-exclusion process is handled.

Additionally, I had been informed about a significant automatic cashback that would have been credited around the same time. This makes the timing of their refusal to reopen the account feel particularly questionable, although I cannot know their internal reasoning.

I believe the casino acted irresponsibly by reopening an account that had been permanently closed at my explicit request. Because of this failure, I would like to request a refund of all losses incurred after the account was first reopened.

I can provide screenshots and chat/email conversations as evidence if needed. And I can also send the excactly amount.

Thank you for your help.

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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?
• Could you please share the initial self-exclusion request and the communication that led to the reopening of your account? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

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

Dear JA68,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru