Everbet Casino - Player faces issues with account closure and gambling addiction.

Hello, I registered to this website, and I've been struggling with gambling addiction during this month. I deposited 30 BGN at first, and when I lost it, I realized that I will lose control and continue on losing until I have nothing left. I immediately contacted the live chat requesting permanent self-exclusion, or at least a deposit limit to be placed on my account, however, the staff redirected me to a long document that would be sent to me via email after the chat, and I would need to fill out. They also mentioned that I would need to do full account verification, which is also a very long process. I begged them to stop me from depositing for the time being but they did absolutely nothing to assist me, even though they surely have the tools to do it. As a result, while looking into the document, I snapped, and started depositing and losing more than I could afford, my losses came to a total of 110 BGN. I have never been to another casino operating under the Bulgarian license, that disrupts players from closing their accounts as much, and also wants full account verification for it. Usually every other website I've been to provides the option to instantly close an account. I do not think that this is fair and complies with the regulations and laws that are in place for user safety. What is even more dangerous about the website is that even after the document is submitted and account is fully verified, they may take up to 7 days to finalize the closure, while within this period the user is allowed to play and lose everything that they've got.

Dear bliped,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered in attempting to self-exclude from this website, especially during a time when you felt at risk due to gambling addiction. I understand how concerning this situation is for you, and I’ll do my best to assist.

To better understand and address your case, could you please provide a few additional details?

• Could you confirm if your account has already been closed by the casino, or if you’re still awaiting closure?
• Did the casino provide a specific reason for requiring full account verification before enabling self-exclusion or deposit limits?
• Could you let us know the exact timeline of events, such as when you initially contacted live chat to request self-exclusion and when you submitted the document they required?

If you have any relevant communications with the casino, such as emails outlining their response to your self-exclusion request or details on the verification process, please feel free to forward them to petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with this case. Without further details from you, it would be challenging to address your concerns effectively and explore options to resolve the issue.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela, thank you for taking a look at this case intending to assist me, and the many other subsequent victims that may be in danger due to this in the future.

To address the first question, unfortunately, the casino has still not closed by account. They would only do that if I provide the relevant documentation and fully verify my account. What is even worse is that I received multiple bonuses (50 free spins and 5% cashback), which of course might be automatic, prompting me to want to deposit more.

As for you second question, their reasoning was that I agreed with their T&C, which outline that the casino remains in their right to request documentation in some cases. This of course, is a very generic term, which would usually imply that they would need those things for withdrawals, or deposits suspected for fraud. I cannot find the exact term, as they did not send me the logs of this chat, however, I have sent the logs of the first communication to you via email.

As for timings, I created my account at 16:11 BG time, then proceeded to make a deposit of 30 BGN at 16:13:25, had my first chat with them requesting the self-exclusion at 16:39:06, it ended at 16:47:44, and then at 16:51 I started making more deposits until 17:51. With my first deposit of 30 BGN, I reached a balance of 850 BGN and then proceeded to lose it all (because of chasing losses from other casinoes), which shows the extent of my addiction, with that, I was finally sure that I have problems, and instantly contacted live chat for support.

All things considered, the casino has no respect for their customers, and does not offer the assistance they may need.

Thank you very much, bliped, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello bliped,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Everbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

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.