Elite24Bet Casino - Player’s requesting refund of his deposits.

first of all it is illegal to offer games to the netherlands .i signed up and played their live roulette from portomasso gaming only provider available on this site .they claim to have a license to offer games in the netherlands so why their other providers are not available .portomasso gaming is blocked by all casinos in my country so why they offer it .i lost 370€ without 1€ profit .the layout is rubbish and internet disconnections and freezing screen almost standart.first day i raised my concerns about fair games and requested acount closure .next day they send email if i was sure i want to close my acount and assured me that the provider was legit and licensed total bs.next day i thougt i might had been unlucky so i tried to deposit it was not possible after contacting casino they unabled my deposit option within 2 hours and lost again 200€ without any chance .

the casino is in breach 2x

1 contry restriction

2 responsible gaming .in terms state cleare that a coolingof period of 24 hours must be honoured .

as always they see i can deposit good amounts and they act by greed to take as much money as possible i want my deposits refunded .

Dear jano1075,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note, that we believe that casinos can offer their services to anyone as long as the player's country doesn't become an issue at the point of withdrawal. You can read more about our position regarding this issue here.

Furthermore, I am sure you understand that issues with connection might not necessarily be the casino's mistake, and we cannot punish the casino for something like this. It is close to impossible to prove that a weak internet connection is not caused by the player's internet provider.

So I believe we should focus on your account closure. I have checked the responsible gambling section, and this is what I found:

"SELF-EXCLUSION

Should you need to take a break from gambling, we provide a self-exclusion facility which can be activated by the customer within 'My Account' or by contacting Support. Self-exclusion means that your account will remain closed for a minimum period of 7 days, and will not be reactivated under any circumstances during the exclusion period. This is the major difference to a standard account closure request. A written request (expire after your stipulated time frame) is required before account re-opening can be considered.

The Elite24Bet site also allows customers to block access to individual products (Sportsbook, Casino, Games and Poker) via 'My Account' or by contacting Support.

If you are considering self-exclusion, please remember to contact all gambling companies with whom you have accounts and ask to self-exclude with them too. We also recommend that consideration is given to the installation of software that will allow you to block access to internet gambling websites. See Filtering Systems at the bottom of this page."

Could you please forward me a screenshot of your request? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Also, do I understand correctly that you haven't made any successful deposits after you requested account closure?

Thank you in advance for your reply.

Best regards,

Kristina

i have sent in screenshots .they should have closed my acount immidiatly and not asking if i still want to close it .that cost me 200€ more .

they have unabled the deposit option in 2 hours with out concidering a coolingoff period of 24 hours wich states in the terms .

Thank you for your email, jano1075, however you didn't include the request to close your account. This supporting evidence is crucial for us to proceed in this case, so please, forward it to me. Thank you in advance.

it was done by chat the chat member her name Pam.

they asked me by email 3x if i was sure to close my acount .is this not proof that i requested acount closure?oke here i have it !

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 and it is a part of responsible gambling policy. 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’s are addicted/with gambling problems).

Unfortunately, from what I have gathered so far you only requested account closure because you were dissatisfied with the casino services. We cannot proceed with this complaint as failed self-exclusion under these circumstances and we believe you are not entitled to any refunds.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. Thank you in advance for your understanding.

again all efforts for nothing .the casino is always right and players are idiots .well

at least they will be blocket and fined by ksa .

unbelievable how casinos and platforms supporting them trat players like they are idiots .

I am sorry you feel like that, it has never been my intention. Nevertheless, I believe I explained our point of view simply and understandably and I don't see any reason why you should be refunded. Please understand that self-exclusion is for players with serious gambling problems and not for players who are dissatisfied with casino services.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.