The player from Germany requested account closure due to gambling addiction on October 8, 2024, but the request was ignored, leading to further deposits. She seeks clarification on her right to a refund of the deposited money after the closure request.
EmirBet Casino - Player's account closure request was ignored.
Amount: €1,500
EmirBet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case opened
Current status
Waiting for Casino Guru to reply
4d 1h 30m 13s
Case summary
3 days ago
Public
Public
6 days ago
Translation
Hello, I am addicted to gambling.
I requested the closure of my account on October 8, 2024. Unfortunately, this was ignored. After that, I deposited again…🤷♀️ Do I have the right to have the deposited money refunded after requesting account closure?
Best regards, Diana
Automatic translation:
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6 days ago
Hello Disey68,
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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6 days ago
Translation
Hello, I wrote in the email that I want my account to be closed immediately and irrevocably due to gambling addiction. It is still open!
Automatic translation:
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3 days ago
Hello Disey68,
Please forward the request you sent to the casino to nikolas.b@casino.guru.
Did you deposit since your last request?
Regards,
Nick
Casino Guru is examining the case
