The player from Italy requested account closure due to being a compulsive gambler and sought to process a withdrawal, but the casino has not responded and continues to allow her to play. She demands a refund of her deposits totaling 870 euros or plans to take legal action.
Dream.Bet Casino - Player’s request for account closure is ignored.
Amount: €870
Dream.Bet Casino
Safety Index:LowSafety Index
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Case opened
Current status
Waiting for player to reply
6d 23h 36m 38s
Case summary
23 minutes ago
Public
Public
4 days ago
Translation
I have repeatedly contacted this casino through live chat about my condition as a compulsive gambler. I have also requested the closure of my account due to my condition and the processing of my withdrawal. The casino ignored me the entire day and also via live chat. I lost the withdrawal and found myself in a critical situation. Even now, the casino has not closed my account after learning that I am a compulsive gambler and allows me to play and deposit without restrictions. I am requesting a refund of my deposits for at least an amount of 870 euros immediately, or I will take legal action.
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4 days ago
Hello schieralorenzo09,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dream.Bet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if the screenshot you provided was your first self-exclusion request?
- When exactly did you lose your balance?
- Have you heard from the casino since your request?
Please keep in mind that that it takes up to 72 working hours to process a self-exclusion request and any balance lost during this period is not refundable.
Looking forward to your answer.
Regards,
Nick
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4 days ago
Translation
Hi, I have several tests that I was unable to upload and I will attach them to you now.
The balance was lost on 31 Oct in the early morning hours.
I have had no news from the casino despite repeated requests for repeated efforts.
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4 days ago
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Despite this, even after three days my account is still working perfectly.
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yesterday
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I also managed to recover 4 requests for cross-exclusion made to Olympusbet's email customer support for the entire NEWERA casino group, made on a date before my registration on dreambet, so they should never have opened my account and even less should they have let me deposit.
I demand an immediate refund and I will give up on claiming damages from this company
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30 minutes ago
Hello schieralorenzo09,
As I stated above, it takes 72 working hours (weekends are excluded).
Can you please advise if your account is currently still active?
Also if you have lost your balance on the date of your request, it is not refundable.
Regarding the previous exclusions in other casinos - there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
Only a few licenses has cross-casino exclusion and as this casino does not even have a license, it has zero effect here.
Regards,
Nick
schieralorenzo09 has 6d 23h 36m 38s to reply
