The player from Germany had won 400 euros on Dream.bet but lost the winnings and additional deposits because the support team ignored her request to deactivate her account. She noted similar issues with other casinos, where support ignored her requests, leaving her unable to control her gambling behavior. The Complaints Team acknowledged that the casino's delay in processing the account closure request was unacceptable but concluded that since the player engaged in further gambling activity after the request, and managed to withdraw more than was able to deposit, no additional refunds were justified. The case was closed as rejected.
Dream.Bet Casino - Player’s account deactivation requests ignored.
Amount: €410
Dream.Bet Casino
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4.4
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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5 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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5 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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5 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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5 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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5 months ago
Hello lolseinsohn,
Please forward the e-mail request you sent to the casino to nikolas.b@casino.guru.
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4 months 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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4 months 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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4 months 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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4 months 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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4 months 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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4 months 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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4 months 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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3 months 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 months 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 months ago
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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 months 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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3 months 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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3 months 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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3 months 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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3 months 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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3 months 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?
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
Dear Jozef,
The time taken by our department to close the player's account was fully in line with our Terms and Conditions.
The player's initial request explained the reason behind the closure, which was due to a lack of gaming limits, and as a result, the account was closed. Shortly after, he asked for their account to be re-opened to check on a recent withdrawal request.
Afterward the player scaled his account, and completed multiple withdrawals. At no point did he express any intention to permanently close the account. The communication with our support team was solely about withdrawal requests.
When the player decided that he doesn’t want to continue using our services, he came back to us with his request which was processed by our relevant department within 2 days.
Regards,
DreamBet Casino
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2 months ago
Translation
Hello,
That is not true, I have sent both in my first mail to the correct mail address ( , because the address provided on the website doesn't seem to work) on July 4th as well as in my second email on July 7th that I cannot control my gaming behavior and asked for a permanent ban. Here is the exact wording of the two emails:
"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"
"Hello,
I already wrote an email on July 2nd, because I have a bad gambling spree at the moment and can't control my gambling habit. Right now I have a withdrawal of 300 Euro pending, but as soon as it is processed, I would like to exclude myself permanently from your site, as there are no mechanisms to limit deposits or losses. Since my first mail I lost more than 500 Euro in deposits and all my subsequent winnings at Dream.bet , which would not have happened, if my plea for the closing of my account from July 2nd would have been answered.
Please answer me this time to confirm, if it is possible to exclude me from playing at your site as soon as my pending withdrawal is processed.
Thank you and best Regards"
As you can see, I specifically asked for my account to be permanently deactivated, but this only happened on August 28th after I submitted the complaint here. Before that, my account was only closed for 30 days, which is why I was able to play on your site again.
Best regards
Lucas
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2 months ago
Dear Dream.Bet Casino team,
If the player's statements and evidence are accurate, and you were indeed aware of the gambling problem since July 2nd, but the account was not closed until August, this process is unacceptable. Such an account should have been closed as soon as possible, ideally within days, not weeks or months. Even if you claim that this aligns with your terms and conditions, it does not meet the standards of responsible gambling. I believe the player deserves compensation for this oversight. Could you please reevaluate your position, or is this your final decision?
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
Dear Jozef,
Internal consultations on the case are ongoing. We will let you know when we have an update.
Regards,
DreamBet Casino
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1 month ago
Dear Dream.Bet Casino team,
thank you for your reply. I am extending the timer by 7 days. Let me know if you need more time.
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1 month ago
Dear Jozef,
We would like to inform you that we are still looking into the case in detail. We kindly ask for a little more time. You can expect an update from us in the upcoming days.
Thank you for your patience and understanding.
Kind regards,
DreamBet Casino
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1 month ago
Dear lolseinsohn,
Could you please provide evidence of your email request for account closure dated 2nd July? If possible, kindly forward it to jozef.k@casino.guru.
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1 month ago
Translation
Hello Jozef,
I am forwarding all three emails to you.
Again, thank you very much for your help!
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1 month ago
Dear Lolseinsohn,
I have not received it. Could you please add the screenshots here? I will mark them as private so they will not be visible to the public.
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1 month ago
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Hello Jozef,
I have forwarded the emails to you, please excuse the delay.
Best regards!
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1 month ago
Dear Dream.Bet Casino team,
I have forwarded the evidence to you. May I kindly ask you to react?
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1 month ago
Dear lolseinsohn,
I have been contacted by the casino team regarding your case. Based on the evidence provided, you informed the casino team of your gambling problem on the 4th of July. Please note that the casino requires a few working days to process account closures. As the 6th and 7th were weekend days, the earliest feasible date for closing your account was the 8th of July. Ideally, no further gambling activity should have taken place after this date.
However, according to the casino’s records, during this period, you made deposits totaling 1,047 EUR and withdrawals amounting to 1,200 EUR, resulting in a net profit of 153 EUR. Therefore, you are not eligible for additional refunds as you should not lose or win anything.
Given the above information, I must close this case as rejected. While I agree that your account should have been closed more promptly, I do not believe a refund is justified under these circumstances.
Kind regards, Jozef
