The player from Italy had requested account closure due to being a compulsive gambler and sought to process a withdrawal, but the casino had not responded and continued to allow her to play. She demanded a refund of her deposits totaling 870 euros or planned to take legal action. The issue was resolved by confirming that the casino had acted appropriately by closing her account within two days of the complaint, and it was clarified that deposits made after the exclusion request were not eligible for a refund. Consequently, the complaint was closed.
Dream.Bet Casino - Player’s request for account closure is ignored.
Amount: €870
Dream.Bet Casino
Safety Index:LowSafety Index
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4.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 week ago
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3 weeks 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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3 weeks 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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3 weeks 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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3 weeks ago
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Despite this, even after three days my account is still working perfectly.
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2 weeks ago
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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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2 weeks 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
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2 weeks ago
Translation
My account was closed as soon as I opened the complaint
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1 week ago
Hello schieralorenzo09,
Since your request was made on 30.10.2024, and your account was closed within two days (as you mentioned on 1.11.2024), the casino has acted appropriately.
Please note that deposits made after an exclusion request are not eligible for a refund. Given that your account was closed within a reasonable timeframe and a refund is not possible, we will need to close this complaint.
Best regards,
Nick
