RETAbet Casino - Player's account closure request is ignored.

I requested that they permanently close my account, and they completely ignored it. They made me invest 10 euros, and I lost them all. It's not about the 10 euros; it's that these casinos do whatever they want.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

I requested the permanent closure of my account with no possibility of opening another, but they didn't close it and I gambled 10 euros. I have problems with gambling.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward your self-exclusion request? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

If possible, please attach a receipt of your deposit as well.

Thank you for your patience and cooperation.

I've already sent it to him by mail.

Thank you for your response. Unfortunately, I was unable to find your self-exclusion request, nor the proof of your deposits. Could you please forward that as well?

Thank you in advance for your reply.