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I am submitting this complaint against a licensed gaming provider, ELABET, regarding serious omissions in the implementation of Responsible Gaming measures.

Specifically, while I had self-excluded myself for a period of one year and am registered in the Register of Excluded Players, I was allowed to re-create an account with the same details, following their own instigation, without any substantive check being carried out regarding my suitability to participate in games of chance.

Additional:

I was not given any deposit or loss limits.

I was not asked for any responsible statement or confirmation that I have control over my gaming behavior.

There was no warning or precautionary measure, despite the fact that I clearly belong to a high-risk category.

Within one day, I made deposits totaling €150, which I lost through betting.

Immediately afterwards, and without my having requested any restriction or exclusion, the company unilaterally deactivated my account, citing "Responsible Gaming" and my protection reasons.

This fact creates serious issues, as:

The company allowed me to operate without adequate checks, despite my history of foreclosure.

He did not implement preventive protection measures before the money was lost.

It proceeded to an ex post facto exclusion, after the losses had already been incurred.

She refuses to return the deposits, even though she herself decided that I needed protection.

In my opinion, this behavior is contrary to the principles of Responsible Gaming and raises reasonable questions regarding the company's compliance with the regulatory framework.

For these reasons, please:

Investigate the case regarding the provider's compliance with its obligations.

Please consider returning my deposits (150€), given that the company itself decided in retrospect that I should be excluded for protection reasons.

I have already contacted the company repeatedly without any substantive response, and I have also filed a formal complaint with the EEEP.

Υποβάλλω την παρούσα καταγγελία σε βάρος αδειοδοτημένου παρόχου τυχερών παιγνίων ELABET, αναφορικά με σοβαρές παραλείψεις στην εφαρμογή των μέτρων Υπεύθυνου Παιχνιδιού.

Συγκεκριμένα, ενώ είχα προβεί σε αυτοαποκλεισμό για χρονικό διάστημα ενός έτους και είμαι εγγεγραμμένος στο Μητρώο Αποκλεισμένων Παικτών, μου επιτράπηκε εκ νέου η δημιουργία λογαριασμού με τα ίδια στοιχεία, κατόπιν δικής τους προτροπής, χωρίς να πραγματοποιηθεί οποιοσδήποτε ουσιαστικός έλεγχος σχετικά με την καταλληλότητά μου για συμμετοχή σε τυχερά παίγνια.

Επιπλέον:

Δεν μου τέθηκαν όρια κατάθεσης ή απωλειών.

Δεν μου ζητήθηκε καμία υπεύθυνη δήλωση ή επιβεβαίωση ότι έχω τον έλεγχο της παικτικής μου συμπεριφοράς.

Δεν υπήρξε καμία προειδοποίηση ή προληπτικό μέτρο, παρά το γεγονός ότι εμφανώς ανήκω σε κατηγορία υψηλού κινδύνου.

Εντός μίας ημέρας προχώρησα σε καταθέσεις συνολικού ύψους 150€, τα οποία και απώλεσα μέσω στοιχηματισμού.

Αμέσως μετά, και χωρίς να έχω αιτηθεί οποιονδήποτε περιορισμό ή αποκλεισμό, η εταιρεία προχώρησε μονομερώς σε απενεργοποίηση του λογαριασμού μου, επικαλούμενη λόγους «Υπεύθυνου Παιχνιδιού» και προστασίας μου.

Το γεγονός αυτό δημιουργεί σοβαρά ζητήματα, καθώς:

Η εταιρεία επέτρεψε τη δραστηριοποίησή μου χωρίς επαρκείς ελέγχους, παρά το ιστορικό αποκλεισμού.

Δεν εφάρμοσε προληπτικά μέτρα προστασίας πριν την απώλεια των χρημάτων.

Προέβη σε αποκλεισμό εκ των υστέρων, αφού είχαν ήδη πραγματοποιηθεί οι απώλειες.

Αρνείται την επιστροφή των καταθέσεων, παρότι η ίδια έκρινε ότι χρήζω προστασίας.

Κατά την άποψή μου, η συμπεριφορά αυτή αντίκειται στις αρχές Υπεύθυνου Παιχνιδιού και δημιουργεί εύλογα ερωτήματα ως προς τη συμμόρφωση της εταιρείας με το κανονιστικό πλαίσιο.

Για τους λόγους αυτούς, παρακαλώ:

Να διερευνήσετε την υπόθεση ως προς τη συμμόρφωση του παρόχου με τις υποχρεώσεις του.

Να εξετάσετε το ενδεχόμενο επιστροφής των καταθέσεών μου (150€), δεδομένου ότι η ίδια η εταιρεία έκρινε εκ των υστέρων ότι έπρεπε να αποκλειστώ για λόγους προστασίας.

Έχω ήδη απευθυνθεί επανειλημμένα στην εταιρεία χωρίς ουσιαστική ανταπόκριση, και εχω προβει και σε επισημη καταγγελια στην ΕΕΕΠ.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you activate the 1-year self-exclusion at this casino?
• When exactly did you register in the Register of Excluded Players? Was your registration in this register still active at the time you created your new account?
• Am I correct in understanding that you opened a new, second account at this casino while your original account was closed? If so, did you use the same personal details (such as name, date of birth, and address) when registering the new account?
• Was your new account verified (KYC) at any point, either before or after you made deposits and played? Did the casino request any identity verification documents from you?
• Have you contacted the casino regarding a refund of your €150 deposit? If so, what reply did you receive?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I activated the 1 year exclusion on 15/03/2025

Registration of Excluded Players happen automatically I am self-excluded from almost every legal online casino in Greece

They told me to create a NEW ACCOUNT with the same credenbtials or different ones if i wanted to. Yes I used the same personal details. But they never asked me if i have regained control of my game. They didnt even force any limits.

Casino requested KYC to be included in 30 days. I was able to deposit before kyc was completed tho.

Yes I have contacted the casino for the refund. I told them that since they want to protect me and they close my account, they should return the deposits I made. Their answer was that the deposits were played and they cant be refunded. Then I proceeded with a new email and several messages to support, and they told me that my request this time is under review. Im waiting for days now and they dont give me an update for a single refund

I have more things to add:

Regarding the KYC, THEY DID NOT verify that the card/payment method belongs to me, as required by the EEEP regulatory framework before using it for transactions.

Therefore, they are not authorized to hold the deposits, since the payment method verification has not been completed.

Moreover, the access interruption occurred while there was an active bet, and without giving me time or warning to establish limits or other type of intervention.

This constitutes a violation of the principles of proportionality & transparency and the "Responsible Gaming Interventions" framework, where a warning is preceded and not immediate account closure.

I was not credited with the 40 free spins for 5 days of the first deposit, as provided in their commercial communication, even though the offer has started to run.

➤ The unilateral termination constituted an obstruction of the execution of an active promotional action, which is prohibited.

The closure was carried out without them establishing a "loss of control" on my part and without any documentation or notification.

➤ This violates your obligations under the EEEP Regulation on Responsible Gaming and constitutes an abusive practice.

Due to all of the above, I request:

— Immediate refund of all my deposits, as the account was closed by their side without my consent, without warning, and without the use of my card being authorized.

I have already filed an official complaint with the Hellenic Gambling Authority for violation of:

Know Your Customer (KYC) requirements,

Responsible Gaming Regulations,

Commercial Communication Regulations,

Abusive unilateral account termination without documentation,

Obstruction of an ongoing commercial promotional action.

Worst of all is, they are aware of all of them, I'm reaching out to them everyday and they ignore me, and I need my money back

Im trying to communicate with them, and they have banned my ip from livechat service. They also dont respond to my emails. If you see in the console it says visitor is banned

Hello reara,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok thank you. Just one more thing. Casino has stopped answering me to any email Im sending them and they have banned me from live chat for days. In 2 days their time for the 10 days resolution is ending

They answered me this

We would first like to thank you for your patience during the examination of your case by our competent department.

We would like to inform you that, in accordance with the Terms and Conditions approved by the Greek Government, Ellabet develops and implements a specific methodology and tools for assessing the Gambling Activity of each Player. This process aims to identify and grade the risk of the development of normal activity into problematic gambling behavior, ensuring the protection of the participant.

In this context, the company reserves the right to proceed, at its justified discretion, to temporarily or indefinitely exclude the Player, if the data on the Gaming Activity, the available information and the relevant policy it applies indicate that the Player exhibits problematic behavior.

It is noted that placing an Electronic Account in a "Blocked" status is an extremely restrictive measure, which is imposed by Elladix sparingly and exclusively for reasons that adequately justify the necessity of resorting to this measure, without being used in a pretextual or abusive manner.

Additionally, we inform you that the bet you had open at the time of closing your account was subsequently settled as a loss based on the outcome.

Therefore, we point out that no refund is possible after using the deposit or the relevant bonus to place a bet.

We remain at your disposal for any additional information or clarification.

But they are not giving me a single answer about the fact that they did not proceed with the kyc card:

Illegal withholding of deposits – Failure to complete KYC

Regulation on the Conduct & Supervision of Games (Government Gazette B' 3265/2020), Articles 26–30

Providers are obliged to:

complete full data verification ("player identification"),

verify the payment method (e.g. deposit card),

before allowing its use for transactions.

➤ If card verification has not been completed, you are not authorized to keep the deposited funds.

On the contrary, you have an obligation to immediately return the deposits.

They answered me this

Θα θέλαμε αρχικά να σας ευχαριστήσουμε για την υπομονή που επιδείξατε κατά τη διάρκεια της εξέτασης της περίπτωσής σας από το αρμόδιο τμήμα μας.

Θα θέλαμε να σας ενημερώσουμε ότι, σύμφωνα με τους Όρους και Προϋποθέσεις που έχουν εγκριθεί από την Ελληνική Κυβέρνηση, η Ellabet αναπτύσσει και εφαρμόζει ειδική μεθοδολογία καθώς και εργαλεία αξιολόγησης της Παικτικής Δραστηριότητας για κάθε Παίκτη. Η διαδικασία αυτή αποσκοπεί στον εντοπισμό και τη διαβάθμιση του κινδύνου εξέλιξης της συνήθους δραστηριότητας σε προβληματική παικτική συμπεριφορά, διασφαλίζοντας την προστασία του συμμετέχοντος.

Στο πλαίσιο αυτό, η εταιρεία διατηρεί το δικαίωμα να προβεί, κατά την αιτιολογημένη κρίση της, σε προσωρινό ή αόριστης διάρκειας αποκλεισμό του Παίκτη, εφόσον από τα στοιχεία της Παικτικής Δραστηριότητας, τις διαθέσιμες πληροφορίες και τη σχετική πολιτική που εφαρμόζει, προκύπτει ότι ο Παίκτης παρουσιάζει προβληματική συμπεριφορά.

Σημειώνεται ότι η θέση ενός Ηλεκτρονικού Λογαριασμού σε κατάσταση «Φραγής» αποτελεί ένα εξαιρετικά περιοριστικό μέτρο, το οποίο επιβάλλεται από τη Elladix με φειδώ και αποκλειστικά για λόγους που δικαιολογούν με επάρκεια την αναγκαιότητα της προσφυγής στο μέτρο αυτό, χωρίς να χρησιμοποιείται με τρόπο προσχηματικό ή καταχρηστικό.

Επιπροσθέτως, σας ενημερώνουμε ότι το στοίχημα που είχατε ανοιχτό κατά τη στιγμή του κλεισίματος του λογαριασμού σας, διευθετήθηκε στη συνέχεια ως χαμένο βάσει του αποτελέσματος.

Ως εκ τούτου, σας επισημαίνουμε ότι καμία επιστροφή χρημάτων δεν είναι δυνατόν να πραγματοποιηθεί μετά τη χρήση της κατάθεσης ή του σχετικού μπόνους για την τοποθέτηση στοιχήματος.

Παραμένουμε στη διάθεσή σας για οποιαδήποτε επιπλέον πληροφορία ή διευκρίνιση

But they are not giving me a single answer about the fact that they didnt proceed with the card kyc:

Παράνομη παρακράτηση καταθέσεων – Μη ολοκλήρωση KYC

Κανονισμός Διεξαγωγής & Εποπτείας Παιγνίων (ΦΕΚ Β’ 3265/2020), Άρθρα 26–30

Οι πάροχοι υποχρεούνται:

να ολοκληρώνουν πλήρη επαλήθευση στοιχείων ("ταυτοποίηση παίκτη"),

να επαληθεύουν το μέσο πληρωμής (π.χ. κάρτα κατάθεσης),

πριν επιτρέψουν τη χρήση του για συναλλαγές.

➤ Εφόσον δεν έχει ολοκληρωθεί η επαλήθευση κάρτας, δεν νομιμοποιείστε να κρατάτε τα κατατεθειμένα χρήματα.

Αντίθετα, έχετε υποχρέωση άμεσης επιστροφής των καταθέσεων.

Dear reara,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Thank you very much for your patience, reara. I would like to summarize the case to ensure I have a correct understanding. Please feel free to correct me if I'm mistaken. My primary focus is on the timeline of events that took place at ElaBet Casino. You previously had an active account with the casino and requested a self-exclusion for one year. During this self-exclusion period, you were able to create a new account at the casino, which is now closed. Is that accurate?

If so, could you kindly provide me with the self-exclusion request you submitted to the casino last year? My email address is kristina.s@casino.guru.

Additionally, could you specify the date when you created the second account and when it was subsequently closed? Did you have any active balance in your casino account aside from the pending bet?