The player from Germany had requested the closure of her Dachbet casino account 8 days ago, but it remained open. She had lost 3500 Euros since then and demanded a refund of these deposits. Despite multiple emails and chats, the casino had not complied with her request. The Complaints Team believed that the timeframe for processing her self-exclusion request was too long and supported her claim for a refund of deposits made after her initial request. However, the casino maintained that they had acted within their terms and conditions and would not issue a refund. The complaint was marked as unresolved due to the lack of cooperation from the casino.
Dachbet Casino - Player’s account closure request has been ignored.
Black points: 2502
Amount: €4,600
Dachbet Casino
Safety Index:Very lowSafety Index
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Unresolved
Our verdict
Failed self-exclusion
UNRESOLVED
Case summary
3 months ago
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5 months ago
Translation
Hello,
I live in Germany, but unfortunately, I can't change that at the top.
I requested the closure of my Dachbet casino account 8 days ago.
I have repeatedly contacted them via chat and, according to their information, I have sent numerous emails requesting the account closure.
Since then, I have lost 3500 Euros and am demanding this money back.
I received a response to one of these emails, asking me to specify the reason, but since then, I have heard nothing.
It is unacceptable that my account remains open despite my request for closure 8 days ago.
I want a refund of the deposits I made since then.
The total amount is 3500 Euros which I have deposited during this period.
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5 months ago
Dear Bini4you88,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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5 months ago
Translation
Hello, I have forwarded the email with the request to close the account to you by email
In addition, I would like to close my account because I unfortunately lose more than I have available
Because I seem to be addicted to gambling
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5 months ago
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My account is still open
I have taken screenshots of all my payments and also of my account for security
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5 months ago
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I have also forwarded emails with closure requests and an excerpt from the chat to them via email
The colleague in the chat said the team had 10 days to process my request to close the account
It was important to me that I could no longer pay there and that is why I wanted it to be closed
Since my request I have deposited another 1100 euros
Apparently I'm addicted to gambling
So far my account is still open
I have blocked my online banking as a protection
Maybe I should have done it sooner, but I have now deposited 4600 euros since I wrote the request to close the account
If the casino should react, I would also be happy with an agreement of half or so
But they don’t react at all
Ah yes, on 29.5 I received an answer from them, which I will forward to you immediately, but nothing has happened since then.
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5 months ago
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Good day
Now the casino says they can offer me a bonus of 50 euros
But still no sign of account closure
Since 22.5/23.5 no reaction except once the question why my account should be closed
But not any more
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5 months ago
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Good day
The 10 days are over, so today is the 11th day and my account is still open
So not like the lady in the chat wrote that the department has 10 days to process my request
So the casino has violated its own "conditions", as the lady wrote in the chat, which screenshot I forwarded to them
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5 months ago
Thank you very much, Bini4you88, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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5 months ago
Hello Bini4you88,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Dachbet Casino,
Could you possibly provide additional information regarding the self-exclusion and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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5 months ago
Translation
Good morning
My account is still open
I have asked several times for my account to be closed because I gamble too much
But nothing yet
No response since 22.5
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5 months ago
Dear Michal,
We received the player’s request, and we excluded the account as per our procedure.
Be advised that self-exclusion requests should only be submitted to our specialized email address customercare@dachbet.com. This is necessary to ensure that all requests are properly addressed, and none are missed, especially when there Is a high volume of them.
It is worth mentioning that when a player submits a proper self-exclusion request it gets manually reviewed by our relevant department and technical time may be required.
All our actions were taken based on our Terms and Conditions to which the player agreed upon registration.
Regards,
DachBet Casino
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5 months ago
Translation
As you can see, I wrote to the correct email address on 24.5 and today, when casino guru got involved, I got an answer
I want my money back
I wrote to the right address
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5 months ago
Dear Dachbet Casino,
Can you confirm that the player wrote an email to the correct email address and therefore successfully asked for self-exclusion on 24.5.?
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5 months ago
Hello Michal,
Correct. The player submitted a proper self-exclusion request on the 24th of May, and it was processed by our relevant department within our designated timeframe.
It is necessary to mention that while the self-exclusion process is ongoing, the player remains fully responsible for any activity on their account.
Regards,
DachBet Casino
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5 months ago
Translation
The processing of the self-exclusion took 10 days in which I lost a total of 4600 euros
There was a reason I wanted to close my account
But taking 10 days to do it is a disgrace
I want my money back
At least part
Would also be open to an agreement!
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5 months ago
Dear Bini4you88,
Since we have established that you submitted the correct request for self-exclusion due to a gambling problem on the 24th of May, and your account was closed due to this request on the 3rd of June, would you be able to tell me when exactly you made the deposits during this time period?
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5 months ago
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Hello of course
I have taken screenshots of all payments and I am attaching them here
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5 months ago
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The last picture is the answer from those
So they had apparently already taken note of it and still did nothing
So I want my money back
If I hadn't blocked my online banking I would have lost even more
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5 months ago
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Here again the picture of the email that I sent to the correct address
That was on 24.5
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5 months ago
Dear Dachbet Casino,
I understand that the self-exclusion process happens in a certain timeframe, as you need to sort out each and every request manually.
However, in this case, the whole process took 9 working days, which is by us considered too long. Within a reasonable timeframe in mind, the player should be entitled for a refund of all the deposits he has made from the 29th of May, 16:29, up until his self-exclusion was completed on the 3rd of June.
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4 months ago
Dear Michal,
Upon reviewing the account once again it is prudent to mention that the account status request was handled within the designated timeframe as per the agreed upon T&Cs.
Note however that while the self-exclusion request itself was pending, there was also a withdrawal which had to be handled (it was and the funds were paid out successfully). Furthermore in a separate conversation as well, the reasoning behind the closure request differed than the originally provided one - what was provided in that separate e-mail thread was that the closure request was due to not winning enough.
Please, keep in mind that the responsible team does not only take a look at one correspondence when reviewing exclusion requests. A lot of things have to be taken into consideration so that the appropriate and correct actions are taken, with which we would like to emphasize how important it is that self-exclusion requests should only be communicated via one thread and not multiple ones.
In this case while it took a bit longer than typical, it was still within our designated timeframe, so we cannot find fault in the actions, as there were several circumstances which affected this case.
Regards,
DachBet Casino
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4 months ago
Translation
Hello, since I constantly went into the chat to hear what the status of things was because no one answered me by email for days
Of course, if you are addicted to gambling, you say you want to close your account because you are not winning enough
Because if you are addicted to gambling and you win then you certainly don’t want to close your account
I wrote an email to the correct email address and stated the reason for the gambling addiction
If no offer comes from the casino and no concessions are made, I will take further steps
9 days is too long!
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4 months ago
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They are twisting and turning here and because they know that it is not legal not to respond to a request for 9 days
I sent the email to the correct address with the reason for the closure
This is all documented
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4 months ago
Dear Dachbet Casino,
Would you be able to tell me when exactly did the player ask for the last withdrawal that you mentioned had to be taken care of before self-exclusion could happen? Was it before the self-exclusion request or after?
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4 months ago
Translation
It was after the self-exclusion request
And the payout was from a bonus they had credited to me
The bonus was 50 euros and I was paid the maximum of 250 euros
They gave me the bonus because I made so many fusses in the chat because my account still hasn't been closed
Since I am addicted to gambling, I have continued to deposit all the time as you can see
And as a gesture of goodwill, they eventually credited me with a bonus of 50 euros
You can deduct the 250 euros from my money that I demand back but I still demand the money back as casino guru has already written
Since the reaction from your address why my account should be closed, although I had written it in the email, I have deposited 1650 euros
After deducting the payout of 250 euros, this is 1400 euros
I hereby request this back
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4 months ago
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The withdrawal was approved and processed on the day my email with the account closure was finally answered on May 29, 2025
So I am demanding back the full 1650 euros that I paid after the email where I received the question about my account closure, but my account has still not been closed
So I demand 1650 euros back!
If I do not get the money back, I will take further steps
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4 months ago
Dear Michal,
The referred withdrawal was requested on the 25th, and there was no need to be taken care of prior the exclusion, it just happened that the withdrawal check was finished earlier.
Note that the funds were paid out on the 29th of May, after the verification and all required checks were completed, for which the user received confirmation via e-mail.
The final step of the exclusion took place on the 3rd of June when the account was successfully excluded, for which the user has also received relevant communication via mail.
Regards,
DachBet Casino
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4 months ago
Translation
Yes, that is known
But it took 9 days for the account to be closed
What is too long
That's why I'm still demanding back the 1650 euros that I deposited after they finally responded to my email requesting that the account be closed.
When they finally acknowledged on May 29 that I was addicted to gambling because I wrote this in the email to the correct address, they should have closed my account immediately.
But they only wrote what you see in the picture below.
as I said if there is not now a
against coming from dachbet casino I will take further steps
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4 months ago
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I am demanding back the 1650 euros that I continued to deposit after dachbet casino responded to my request to close my account due to gambling addiction problems. I want 1650 euros back!
Otherwise I will take further steps!
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4 months ago
Dear Dachbet Casino,
We still firmly believe that the player should be entitled for a refund of all the deposits that were made from the 29th of May, 16:29, up until the self-exclusion was completed on the 3rd of June. The self-exclusion process took too long in our opinion.
Would you be willing to refund the player and therefore resolving this complaint successfully?
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4 months ago
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Good day
I am still demanding 1650 euros back.
It was much more than I wanted, but as far as I was concerned only the 1650 euros that I deposited after the casino responded to my email about closing my account, but still hasn't closed it.
If there is no understanding here soon, I will hire a gambling lawyer
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4 months ago
Hello Michal,
As we have already explained in this thread, such requests are handled by a dedicated team, and a technical time for proper review is required. While such review is ongoing, the player is solely responsible for the activity on the account, as it is clearly stated in our T&Cs.
Have in mind that Bini4you88 agreed to our Terms and Conditions upon registering an account with us. The same rules apply not only for the customers that are registering for our services, but apply for us too.
Furthermore, considering all listed below, we can confirm that the exclusion request was properly handled as per our T&Cs and within the designated timeframe:
- In the T&Cs it is clearly stated that such requests may take up to 10 business days, and the player was also reminded of that in one of his correspondences;
- In the T&Cs it is clearly stated that player is solely responsible for the activity during the period of submitting and applying such a request;
- The request was granted and account closed in the specified period;
With all being said, could you please provide us with a bit more details on what basis should we step on, so we can continue with this case?
Best regards,
DachBet Casino Team
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3 months ago
Dear Dachbet Casino Team,
Let me summarise my thoughts on this case. I understand that there needs to be a certain timeframe for the casino to be able to complete all of the self-exclusion requests because they need to be sorted out manually, one by one. However, let me
I would like to mention that self-exclusion due to a gambling problem is a very serious issue because the players often lose control over their actions and are not thinking rationally. Informing the casino about a potential gambling problem is an important part of the self-exclusion process and we at Casino.Guru believe that if a player has a gambling problem and informs the casino about it, their account should be permanently closed without the possibility of reopening (except for certain situations like when a long enough self-exclusion period has already passed - we are talking about years) and also a relevant reopening process, which includes a sufficient cool off period (not a day but at least a week, ideally two) and also communication with the player during this cool-off period for verifying if the request was made in sound mind and wasn't just a temporary failure. Not to mention, the whole process should be carried out as fast as possible for the sake of the players suffering from gambling addiction, so they could be protected and would not spiral into depositing more and more.
In this case, the timeframe for the completion of the request was 9 working days, which we consider to be too long and we think this whole process and the responsible gambling policy should be improved. We still firmly believe that the player should be refunded their deposits from the 29th of May.
I would like to ask you if we understood the situation correctly or if there is any other information.
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3 months ago
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Good day
You have summed it all up correctly and the reason for my account closure I stated in the email to the correct email address, namely that I am addicted to gambling
Therefore, I am still demanding the amount of 1650 euros that I deposited after the colleagues responded to this email but still did not close the account
Thank you!
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3 months ago
Dear Michal,
Тhe exclusion took 6 business days, and we have acted according to our Terms and Conditions, which the player agreed with upon registration. The same are also available at any given moment on our page: https://dachbet.com/pages/terms-and-conditions , as well as they can be as easily downloaded.
As stated in our previous reply, the T&C apply for both parties, and both parties are liable for their actions. With that being said, we want to emphasize on the fact that the account was successfully excluded within the explicitly mentioned timeframe, as well as we'd like to refer to the following term:
"3.22.4. The customer acknowledges, agrees and accepts that he/she shall remain solely responsible for all activity on his/her Account during the time that the customer request for Self-Exclusion may be pending, within a maximum time frame as meant in section 3.22.1. During the said time frame, the Operator is not obligated to void any activities on customer’s Account, such as but not limited to placed Bets and incurred Losses on the basis of the argument that customer has a request pending for Self-Exclusion."
Let us know if you have further questions.
Best regards,
DachBet Casino Team
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3 months ago
Translation
The exclusion lasted a total of 11 days and not 6 days after I sent the email to the correct address
You know what, if you are so unreasonable and use your conditions to take money out of the pockets of addicts by simply not responding to the request to close the account, I will forward the whole thing to my lawyer
Even if they are based in Curacao, they are not untouchable
Nice day
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3 months ago
Dear Dachbet Casino,
As I have mentioned, gambling-addicted players often are not in control of their actions, that's why the statement "The customer acknowledges, agrees and accepts that he/she shall remain solely responsible for all activity on his/her Account during the time that the customer request for Self-Exclusion may be pending'' does not hold.
Also, we still consider 6 business days to be too long. These requests need to be handled with the utmost importance in consideration of the health of the addicted players.
Would you be willing to reconsider your position in this case and refund the player so we can mark this complaint as resolved?
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3 months ago
Translation
If you would at least accommodate me and make me an offer as to how we can agree, I would be satisfied
If you offered me 1000 euros instead of the amount I asked for
But they do not move a step from their position
Therefore this is pointless
I will then hand everything over to my lawyer if dachbet1.com does not accept my offer of 1000 euros refund
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3 months ago
Dear Michal,
While we strive to complete these requests as swiftly as possible, it is important to note that our current process requires thorough manual verification to ensure accuracy and prevent any oversight. This timeframe is in accordance with our terms and conditions, which the player agreed to upon registration. A refund will not be applicable in this situation since there has not been a breach of our terms on our end.
We understand that this may not fully align with your views, but we have handled this case according to our procedures and T&Cs, which the player accepted upon registration and were available on their end.
Kind regards,
Dachbet Casino
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3 months ago
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Then at least give me the information I requested
A detailed list of all deposits and withdrawals
You are obliged to provide me with this information within 30 days
You sent me a silly comparison
But no detailed list
I am waiting for your listing
It is your obligation to provide me with this information!
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3 months ago
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I have sent you this letter with the changed data
You see that you are obliged to provide me with the information
I have already contacted the authorities in Curacao
You are obliged to provide me with the information!
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3 months ago
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Best regards also to Emirbet.com and slotimo1.com
The same applies to both
They all belong to Bellona eV
So they belong together
Then you can pass this on to the
I didn’t get a detailed list from either of them
If I don't get this from your 3 casinos soon I will file a lawsuit against them for denying me the information I requested!!!
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3 months ago
Dear everyone,
Since the casino is not willing to change their point of view, I am forced to mark this complaint as unresolved. We believe that the timeframe for completing the self-exclusion request was too long in this case and that the player should be refunded.
I'm afraid there is not much that can be achieved without the casino's cooperation. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach.
If the casino decides to change its mind, we will reopen the complaint and you will be notified by email.
I am sorry we could not be of more help on this occasion.
Best regards,
Michal V, Casino.Guru
