EmirBet Casino - Pelaajan omaehtoista pelikieltoa koskevaa pyyntöä ei otettu huomioon.

I requested self-exclusion/account closure from Emirbet by email on 3 August 2026, but never received any confirmation or response.

I have email records with clear timestamps showing that I requested the closure of my account on 3 August 2026. The records also show that the email was sent to the correct official email address provided by Emirbet for such requests. This provides clear evidence that Emirbet received, or should have received, my self-exclusion request before the subsequent deposit was made.

Despite my explicit self-exclusion request, Emirbet continued sending me promotional emails and my account remained accessible, allowing me to make another deposit of €157.

I have now contacted Emirbet by email twice regarding this issue, including a request for a refund, but I have still received no response.

I also contacted Emirbet's live chat. The support agent simply referred me back to email and stated that it may take some time to receive a response, but did not address the actual issue or provide any explanation regarding my self-exclusion request or the €157 deposit.

My account has now been suspended/closed by Emirbet, but this only happened after I raised the issue again. I still have not received any substantive response or explanation regarding why my original self-exclusion request was not implemented.

I have screenshots and email records documenting:

my original self-exclusion/account closure request from 3 August 2026, including the timestamp and the correct recipient email address;

my subsequent follow-up emails;

the €157 deposit;

the live chat in which support referred me back to email;

and the current account suspension/closure.

I believe Emirbet failed to implement my self-exclusion request in accordance with its own Self-Exclusion Policy. The €157 deposit should not have been possible after I had explicitly requested self-exclusion.

I am therefore requesting a full refund of the €157 deposit to the original payment method and an explanation as to why my self-exclusion request was not implemented.

I would appreciate Casino Guru's assistance in resolving this matter, as Emirbet has so far failed to provide any substantive response.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with EmirBet Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you received any response either via email or live chat when you contacted them regarding the issue?
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communications? (ads, newsletters)
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hello Tomas,

No, after I complained about it in the chat, they closed my account a few days ago.

In the live chat, I was simply told to contact you via support email, just as I did back then, and I have now written another email.

On September 2nd, I deposited €30, €20.50, and €30.27.

I never actively activated the newsletters. Consequently, I never unsubscribed, because they were never active.

I've written about this several times in the chat and also sent multiple emails, but received no response to the emails. In the chat, they consistently just tell me to send an email. Just now in the chat, I pointed out the problem again and sent my screenshots, including timestamps, and the support team is so rude as to simply say, "We closed your account at your request." They completely ignore the fact that I requested account closure via email on August 3rd, not September 2nd.

I'm attaching files that you should please set to PRIVATE and not make public.

Hallo Tomas,

Nein, nachdem ich mich im Chat darüber beschwert habe, haben sie mein Konto geschlossen vor ein paar Tagen.

Im Live Chat wurde mir lediglich mitgeteilt, dass ich mich an dich Support E-Mail wenden soll so wie ich es auch damals getan habe und ich habe jetzt noch mal eine E-Mail geschrieben gehabt.

Am 2. September habe ich 30, 20,50, 30,27 € eingezahlt.

Ich habe grundsätzlich die Newsletter nie aktiv aktiviert. Demzufolge habe ich mich auch nicht abgemeldet, weil sie nie aktiv waren.

Ich habe das mehrmals im Chat geschrieben und auch mehrmals E-Mails gesendet jedoch bei den E-Mails ohne Antwort. Und im Chat verweisen Sie grundsätzlich nur darauf, dass ich bitte eine E-Mail schreiben soll. Eben im Chat habe ich auf das Problem noch mal hingewiesen und habe meine Screenshots gesendet inklusive Zeitstempel und der Support ist so frech und sagt lediglich, wir haben ihr Konto auf ihren Wunsch hin geschloss Er geht aber nicht drauf ein, dass ich am 3. August die Konto Schließung schon per E-Mail beantragt habe und nicht erst am 2. September.

Ich hänge Ihnen Dateien mit dran die Sie bitte auf PRIVAT setzen und nicht öffentlich machen.

Thanks for the explanation.

After you sent a request on August 3rd, when did you send the follow-up emails?

Have you received any automated responses to any of the requests you sent via email?

When did you deposit, and when was your account closed?

Please let me know.