The player from Germany won 400 euros on Dream.bet but lost the winnings and additional deposits due to the support team ignoring her request to deactivate her account. She notes similar issues with other casinos, where support ignores requests, leaving her unable to control her gambling behavior.
Dream.Bet Casino - Player’s account deactivation requests ignored.
Amount: €410
Dream.Bet Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case opened
Current status
Waiting for casino to reply
4d 16h 44m 42s
Case summary
2 days ago
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2 months ago
Translation
Hello Jackpot-Guru Team,
After several deposits, I won 400 euros on Dream.bet. Since I currently have no control over my gambling habits, I immediately sent an email to support requesting that my account be deactivated. My email was ignored (I have received no response to this day), and yesterday I lost all of my winnings and made additional deposits amounting to about 410 euros, which did not result in any further winnings.
If Dream.bet's support had responded to my request, both my winnings and my deposited money would not have been lost. On very similar sites (pribet1.com or zodiacbet1.com), I have had the same issues—the support either ignores requests to close/deactivate accounts or only responds after several weeks, repeatedly asking for the reason for the request, no matter how many times you explain it. This is absolutely unacceptable, as there are no options on Dream.bet to limit deposits, set limits, or temporarily deactivate the player account. According to the information on the website, you need to contact support for these actions, but since they ignore you, you're left completely helpless. I explicitly told support that I currently have a problem with my gambling behavior, and they should have deactivated my account, but they have not done so to this day.
Is there anything that can be done in this situation?
Best regards,
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2 months ago
Hello lolseinsohn,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
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2 months ago
Translation
Hello Nick,
I wrote this email to support on July 2nd, the subject was "Account closing":
"Hello,
Please deactivate my account lolseinsohn permanently. I can't control my gambling habit at the moment and since it's not possible to set limits at your site, I think this is the best solution for me.
Best regards
"Luca Bohl"
As I understand it, I should have requested "self exclusion" instead of permanent deactivation of the player account in order to be eligible for refunds?
Best regards
Lucas
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2 months ago
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One more addendum:
I wrote to Dream.bet support again on July 7th and this time explicitly requested self-exclusion. Since then I have made a profit of 450 euros, which I am still waiting to be paid out, but my deposits have amounted to more than 700 euros since my first email on July 2nd, of which around 500 euros were after I sent my second email.
The support doesn't answer my emails, I only get advertising and bonus offers.
Edited
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2 months ago
Hello lolseinsohn,
Please forward the e-mail request you sent to the casino to nikolas.b@casino.guru.
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1 month ago
Dear lolseinsohn,
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.
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1 month ago
Translation
Hello Nick,
I wrote you an email and explained the current situation. Sorry for the delay and thank you for your help!
Best regards
Lucas
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1 month ago
Dear lolseinsohn,
Please forward the actual e-mails you sent to the casino not a new one written by you.
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1 month ago
Translation
Hello Nick,
I forwarded you both emails. All NewEra BV casinos seem to operate in this way, I currently have the same problem with olympusbet1.com and a few months ago with Pribet1.com
The emails are ignored and you have absolutely no option to limit your deposits or deactivate your account. The live chat always puts you off and refers you to support, which doesn't seem to exist.
Many thanks for the help!
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1 month ago
Dear lolseinsohn,
We actually need to see the full forwarded e-mail as in the one you did forward, it is not possible to tell that it was sent to the casino or not as it does not contain the original receiver.
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1 month ago
Dear lolseinsohn,
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.
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1 month ago
Translation
Hey Nick,
I forwarded the emails to you a few days ago. Something seems to have gone wrong the first time, but this time the sender and recipient are clearly visible.
Didn't you receive the emails?
Best regards!
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4 weeks ago
Thank you lolseinsohn for all the information provided and the e-mails, received them correctly. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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3 weeks ago
Dear lolseinsohn,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 weeks ago
Translation
Hello Joseph,
Thank you very much for your help! The casino has now reopened my account after the 30-day gaming break, even though I specifically requested a permanent block.
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3 weeks ago
Dear Jozef,
Please be advised that when the player reached out to us to request self-exclusion, he specifically stated his wish for his account to be closed as soon as all remaining funds were withdrawn.
In response to his request, we took every possible measure to prioritize his withdrawal, given that each request undergoes individual review by our relevant department. As soon as lolsensohn received his funds, his account was promptly closed and will remain so in accordance with his wishes.
Regards,
DreamBet Casino
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2 weeks ago
Dear Dream.Bet Casino team,
Thank you for your reply. As the player has informed you about their control issue, I believe such an account should be closed as soon as possible. Can you specify how long the player had to wait since their initial request?
As withdrawals can be delayed, I believe you should find a way to prohibit the player from depositing and playing without impacting the withdrawals.
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1 week ago
Dear Jozef,
When the player submitted their request for closure as soon as the withdrawal is handled, we closed the account within 2 working days, which we consider a reasonable timeframe for our relevant team to take action.
Regards,
DreamBet Casino
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1 week ago
Translation
Hello,
This time it actually went very quickly and I hardly made any losses after my 30-day ban. However, the period before the first temporary ban was activated was much too long. Apparently there is even the option to limit deposits until the ban is active, but this was not done before my account was first deactivated.
If I had not filed this complaint, it might not have been done this time either.
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1 week ago
Dear Michal and lolseinsohn
We understand that there is a difference in the processing times between the two requests. However, please note that all inquiries are handled by our relevant department, and processing time may vary depending on the volume of the cases. Additionally, during the review period, the player seeks whole responsibility for any account activity.
Our team is committed to ensuring that every matter is handled promptly, and in this instance, it was completed within the timeframe specified in our Terms and Conditions, to which the player agreed upon registration.
Regards,
DreamBet Casino
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2 days ago
Dear Dream.Bet Casino team,
Could you please specify the time it took to close the account after the player's first request? Can you also confirm that the player clearly mentioned a gambling problem in the request?
Dream.Bet Casino has 4d 16h 44m 42s to reply
Jozef is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
