The player from India reported that he was unable to self-exclude from the online casino, despite multiple attempts. As a result, he had lost 70000 rupees. The player claimed that the casino lacked a self-exclusion policy, which he believed had contributed to his continued gambling and subsequent losses. We attempted to contact the casino to discuss the player's concerns, but received no response. The casino's lack of response led us to close the complaint as 'unresolved', which might have negatively impacted the casino's rating. The casino was not licensed and had a low safety index on our website.
Esball Casino - Player unable to self-exclude from casino.
Black points: 443
Amount: 70,000 INR
Esball Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.1
Esball Casino has a Safety Index of 7.1, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
8 months ago
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11 months ago
I trying to self exclude my account but they saying that they don't have any self exclusion policy and that's why I lost 70000 rupees till now in this casino
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10 months ago
Dear kabcd42,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Esball.eu.
I checked the casino website and it seems there is no responsible gambling policy whatsoever.
- Could you please send me the correspondence between you and the casino regarding the self-exclusion of your account?
- When did you request it and when have you made deposits in the casino?
- My email is tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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10 months ago
I requesting it from last 1 year but they always reply same that they cannot disable my account permanently instead they give option to lock my account .... which is easy for me to unlock it after contacting customer care , that's why I'm playing again n again. I'm very helpless because of my gambling addiction and I'm losing continuously 😔. I making deposit in the casino last 4 days ago 😔, I'll send my losses screenshot I asked them
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10 months ago
Today I again lost 2000 in esball.eu 😭😭😭, they not closing my account permanently and they don't have self exclusion policy 😔😔😔
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10 months ago
Thank you very much, kabcd42, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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10 months ago
Dear kabcd42,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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10 months ago
Esball.eu should take responsibility because they have no policy of responsible gambling and they should refund my money deposited since one year.
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10 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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10 months ago
Sir they are licensed casino by curacao , they must refund my money because they didn't self excluded my account even i requested.
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10 months ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.
Dear kabcd42,
I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website. Regrettably, the casino is not licensed and has a very low safety index on our site.
If you have any questions or need further assistance, please let me know.
Best regards, Jozef
