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Hello,

I have informed the casino several times that I am addicted to gambling and asked for my account to be closed.

The casino hasn't complied, and my emails are being ignored. I want to request a refund of the money I've deposited since then and permanently close my account.

Please help me,

Attached are the emails I sent

Hallo,

Ich habe das Casino mehrfach darüber informiert das ich spielsüchtig bin und um die Schließung meines Accounts gebeten.

Das Casino ist dem nicht nachgekommen und meine E-Mails werden ignoriert. Ich möchte das Geld, welches ich seither eingezahlt habe zurückfordern und meinen Account endgültig schließen.

Bitte helfen Sie mir,

Anbei auch die E-Mails die ich geschickt habe

Dear player, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please allow me to ask you a few questions to better understand the situation:

• Can you please specify when you contacted the casino for the first time to inform them about your gambling problems?
• Do you have any other communication with the casino regarding your request besides the emails mentioned?
• Would you be so kind as to forward me the self-exclusion requests (not as screenshots) that you sent to the casino? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

I also tried contacting them via live chat, but I was repeatedly redirected to the email address.

I first informed the casino about my gambling problems on July 20th, but I didn't receive a response.

I will forward the emails to them.

Thanks for the help and best regards,

M***** ****

Hallo,

Ich habe außerdem versucht über den Live Chat Kontakt aufzunehmen. Dort wurde ich jedoch immer wieder an die E-Mail Adresse verwiesen.

Zum ersten Mal habe ich das Casino am 20.07 über meine Spielprobleme informiert. Aber auch darauf keine Antwort bekommen.

Ich leite die E-Mails an sie weiter.

Danke für die Hilfe und viele Grüße,

M***** ****

Hello, I forwarded the emails. However, I had to forward them all individually. I hope this is sufficient.

Best regards,

M***** ****

Hallo, ich habe die E-Mails weitergeleitet. Ich musste diese jedoch alle einzeln weiterleiten. Ich hoffe das ist so ausreichend.

Viele Grüße,

M***** ****

Thank you for the emails. Unfortunately, I don't see the email address to which you sent all those self-exclusion requests. Is it possible to forward the whole emails so that the recipient is visible too?

Additionally, could you specify what domain address you use to access the casino?

Thank you in advance for your cooperation!

Hello, I can only show you this via screenshot because I can't forward the recipient's email address. Should I do this?

My email address at the casino is: [ hidden by Casino.Guru ]

Hallo, ich kann Ihnen dies nur per Screenshot zeigen, da ich die Empfänger E-Mail Adresse nicht weiterleiten kann. Soll ich dies tun?

Meine E-Mail bei dem Casino ist: [hidden by Casino.Guru]

Yes, please, you can share the screenshots too.

As for the domain, I meant what website you usually use, e.g., dachbet.com or dachbet.co?

Oh okay,

I use dachbet.com.

Okay, then I'll share the screenshots.

Ach okay,

Ich nutze dachbet.com.

Okay dann teile ich die Screenshots.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello Snackus,

I am very sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Dachbet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why is the player's account still opened? Is there a technical issue or is this an oversight? Either way, I would like to kindly ask you to close the account as soon as possible.

As for the refunds, the player has supplied us with sufficient evidence, that he has been trying to exclude since 20th of July, while mentioning his gambling addiction explicitly. As things stand, we therefore believe he is entitled to a refund of all of his deposits made since the aforementioned 20th of July. In case you have any evidence relevant to this matter, please message me at martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.

Hello Martin, thank you for taking care of this. I would also like to add that I asked the casino to leave my account open on July 22nd and August 7th. On those days, I had won a small amount and wanted to withdraw it, which, of course, I didn't do. The pressure was simply too great on those days.

However, in my opinion, this is irrelevant, since the casino already learned about my gambling addiction on July 20th and did nothing about it or even reacted.

Thanks for the help.

LG ******

Hallo Martin, danke das sie sich darum kümmern. Ich möchte noch hinzufügen, dass ich das Casino am 22.07 und am 07.08 darum gebeten habe den Account offen zu lassen. An diesen Tagen hatte ich einen kleinen Betrag gewonnen und wollte diesen auszahlen lassen, was ich natürlich nicht gemacht habe. Der Suchtdruck war an diesen Tagen einfach zu groß.

Jedoch ist dies aus meiner Sicht unrelevant, da das Casino bereits am 20.07 von meiner Spielsucht erfuhr und nichts dagegen unternommen hat bzw nicht einmal eine Reaktion darauf zeigte.

Danke für die Hilfe.

LG ******

Dear Martin,

Thanks for bringing this to our attention.

Please be advised that after the player made their request to be self-excluded on 20th of July, they followed up several times with revocations, clearly stating that the account should remain active.

Additionally, in some of the requests which followed the revocations, the player did not provide a clear reason and/or responded with statements that were indicating that the account should remain open.

Keep in mind that this approach delayed and obstructed the entire process of handling, as such requests are being reviewed manually by the relevant department. 

Given the foregoing, after the player sent another request for self-exclusion due to gambling-related issues, their request was thoroughly reviewed, the player's wish was granted and the proper steps were completed within the allocated period.

Best regards,

Dachbet Casino

Dear casino representative,

thank you for your response, I am happy to hear the account has been closed.

Can you please give us more information regarding the mentioned revocations? Please understand, that as far as we are aware, the player "revoked" his self-exclusion request (which should not be possible according to our standards regarding responsible gambling), on 22nd July and August 7th.

Even if we acknowledged these revocations, there would still be Self-exclusion requests from different dates, for example 28th of July - the casino had nine days to close the account before the revocation on 7th of August.

We would therefore like to kindly ask you to provide us with the player's gaming and deposit history - that way we will be able to determine the total amount that has been lost.

In case you have any further questions, please let us know.

Dear Martin,

We'd like to point out that between 20th of July and 7th of August, the player voided their self-exclusion requests on several occasions due to various reasons. 

Furthermore, due to the required technical time needed for reviewing and processing each of these requests, it might only lead to confusion and delays whenever the player changes their mind and explicitly states that they wish the account to stay open.

Having stated the above, even after the player's revocations ceased and they requested self-exclusion, their request was processed and their wish was granted withing the timeframe stated in our Terms and Conditions, which the customer agreed to upon registration.

Kind regards,

Dachbet Casino

Dear Casino representative,

thank you for your response. I fully understand such revocations may cause confusion, which is why the account should ideally be closed right away. Once a player declares a gambling addiction and requests self-exclusion, such request should be treated as final and should not be revocable. Allowing a player to change their mind after declaring addiction contradicts the very purpose of responsible gambling measures.

Since the player explicitly declared a gambling addiction and asked for permanent closure on 20th of July, the casino should have closed his account. The later requests on 28th July and beyond also reinforce that the player consistently struggled and sought help.

Since the player continued gambling and lost funds in this time, we must insist on a refund of all deposits made after 20th July.

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.

Dear Snackus,

It seems that the casino is not willing to change their point of view. I am therefore forced to mark this complaint as unresolved. We believe the self-exclusion should have been implemented right away, which would prevent the subsequent confusion.

I'm afraid there is not much more that can be achieved from our side. I understand this isn't a satisfactory solution to your issue, however, the decrease in the rating caused by unresolved complaints could help to change the casino's approach.

I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/contact//. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru.

If the casino decides to change its mind, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.