Mama.bet Casino - Pelaajan tilin sulkemista ei oteta huomioon.

I asked the casino on 27 of August to close my account because of my addiction. I send them via live chat which they told me to e-mail them. They never responded en let me deposit. Now i want the 90 euro’s back that i have deposited

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Dear Sienna,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"1. You may contact our support@Mama.bet, customer service according to the instructions located at the Website to give us any complaints regarding our services.

"7. In case you want to be temporary or permanently self-excluded and stop betting or gambling for a set time, please contact our customer support agent via email. On receipt of an email request for account closure, the requested account and any linked accounts will be placed on our first stage, 24-hr cooling off period which will disable your account or accounts, allowing no gambling activity. Once this time has passed; while your account or accounts remain closed, a customer support agent will inform you of the 1-week, 1-month, 6-months and permanent self-exclusion available. There will be no variation in these time periods. To proceed with this process, we will require an email response. If we do not receive a response within a further 24 - hrs, your account will be reopened and confirmed by email.

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla,

yes i send them an e-mail to close the account. I will send the screenshot to you.

Thank you in advance

Dear Sienna,

Thank you very much for providing the additional information.

• To help us establish the amount deposited after your self-exclusion request, could you please provide a screenshot of your deposit history from your casino account showing the deposits made after you requested self-exclusion?
• If you no longer have access to your casino account or are unable to obtain this information there, please provide a relevant bank statement or screenshots from your bank account showing the transactions made to the casino during this period.

Please make sure that the transaction dates and amounts are clearly visible. You may redact any unrelated or sensitive information.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.