Opabet Casino - Pelaajan tilin sulkemista ei huomioitu.

Hello,

I would like to file a formal complaint against Opabet due to a serious Responsible Gambling failure that resulted in significant financial and emotional harm.

Below I explain the situation clearly and chronologically:

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1. First request for self‑exclusion (10 April)

On 10 April, I sent an email to Opabet requesting self‑exclusion due to my gambling addiction.

I clearly stated that I suffer from ludopathy and needed my account to be closed immediately for my own safety.

After sending that email, I logged out assuming the casino would comply with my request.

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2. Opabet did NOT close my account

A week later, I logged in again and discovered that:

- my account was still open

- I had full access to deposits and games

- Opabet had sent me a reply that did not process my self‑exclusion

This is a clear failure in Responsible Gambling procedures.

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3. As a person with gambling addiction, I continued depositing and losing money

Because my self‑exclusion was ignored, and due to my addiction, I continued:

- depositing money

- playing

- losing large amounts

These losses would not have occurred if Opabet had respected my initial request.

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4. Second request for self‑exclusion

I contacted support again, repeating the same request:

I asked for self‑exclusion due to addiction.

Instead of helping me, support redirected me to the VIP manager.

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5. VIP manager offered bonuses instead of protecting me

When I repeated that I needed my account closed because of addiction, the VIP manager:

- did NOT close my account

- did NOT apply any protection

- offered me bonuses

This encouraged me to continue gambling and led to more deposits and more losses.

Offering bonuses to a player who explicitly states they have a gambling addiction is a severe violation of Responsible Gambling standards.

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6. Result: significant financial harm

Because Opabet ignored my self‑exclusion requests and offered incentives to continue gambling, I lost a substantial amount of money that should never have been at risk.

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7. What I request

I am requesting a refund of the deposits made AFTER my first self‑exclusion request on 10 April, as these losses occurred due to Opabet’s failure to protect a vulnerable player.

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8. Additional note

Yesterday I sent them another email requesting the same thing I am requesting here.

After that email, they finally closed my account — but without giving me any response at all.

This is why I am turning to you for help.

Important notice:

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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 your complaint. I’m sorry to hear about your negative experience with Opabet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account currently accessible to you?
• Could you please share with me your communication to support your complaint, including your self-exclusion requests and responses you received from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• 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, thank you for your response.

I want to clarify first that I no longer have access to my Opabet account, because the casino closed it without giving me any explanation after my last email.

I also confirm that I have already emailed you all the evidence you requested, including screenshots and all relevant emails. Below I detail exactly what happened:

1. April 10 – first self-exclusion request

I sent an email requesting immediate self-exclusion due to gambling addiction problems.

I made it clear that it was due to gambling addiction.

Instead of applying it, they didn't close my account and offered me other options, completely ignoring my request for protection.

This email is attached.

2. May 11 – second self-exclusion request

I requested self-exclusion again due to addiction by writing to support.

They didn't apply it to me either.

Instead of closing my account, they referred me to a VIP manager, which makes no sense when a player requests closure for health reasons.

This email is also attached.

3. VIP manager – incentives instead of protection

The VIP manager also did not apply self-exclusion.

Instead, he offered me bonuses again, even after I had clearly mentioned my addiction problems.

This is completely outside the bounds of responsible gaming practices.

I also attached this evidence.

4. Email sent this Sunday

I wrote to them explaining that they had violated my self-exclusion, which I had already requested several times, and that if they did not give me a solution I would ask for the return of my subsequent deposits or open a complaint with Casino Guru.

After that email, they closed my account within 2 hours, but without responding at all and without ever acknowledging the failure in their procedures.

This email is also attached.

My claim is based on the fact that I requested self-exclusion due to addiction on April 10th, and from that day the casino should have closed my account immediately.

Therefore, I believe that all deposits made after April 10 should not have been allowed.

From that total I subtract a withdrawal of €300, which also occurred after that date.

Thank you for your help and for reviewing all the documentation that I already sent you by email.

Hola, gracias por vuestra respuesta.

Quiero aclarar primero que ya no tengo acceso a mi cuenta de Opabet, porque el casino la cerró sin darme ninguna explicación después de mi último correo.

También confirmo que ya os he enviado por correo todas las pruebas que me pedisteis, incluyendo capturas y todos los correos relevantes. A continuación detallo exactamente lo ocurrido:

1. 10 de abril – primera solicitud de autoexclusión

Envié un correo pidiendo autoexclusión inmediata por problemas de adicción al juego.

Dejé claro que era por motivos de ludopatía.

En lugar de aplicarla, no me cerraron la cuenta y me ofrecieron otras opciones, ignorando completamente mi petición de protección.

Este correo está adjuntado.

2. 11 de mayo – segunda solicitud de autoexclusión

Volví a pedir autoexclusión por adicción escribiendo a soporte.

Tampoco me la aplicaron.

En vez de cerrarme la cuenta, me derivaron a un VIP manager, lo cual no tiene sentido cuando un jugador pide cierre por motivos de salud.

Este correo también está adjuntado.

3. VIP manager – incentivos en vez de protección

El VIP manager tampoco aplicó la autoexclusión.

En su lugar, volvió a ofrecerme bonos, aun después de haber mencionado claramente mis problemas de adicción.

Esto está totalmente fuera de las prácticas de juego responsable.

También adjunté estas pruebas.

4. Correo enviado este domingo

Les escribí explicando que habían incumplido mi autoexclusión, que ya la había solicitado varias veces, y que si no me daban una solución pediría la devolución de mis depósitos posteriores o abriría una queja en Casino Guru.

Tras ese correo, cerraron mi cuenta a las 2 horas, pero sin responder absolutamente nada y sin reconocer en ningún momento el fallo en sus procedimientos.

Este correo también está adjuntado.

Mi reclamación se basa en que pedí autoexclusión por adicción el 10 de abril, y desde ese día el casino debería haber cerrado mi cuenta inmediatamente.

Por tanto, considero que todos los depósitos realizados después del 10 de abril no deberían haberse permitido.

A ese total le resto una retirada de 300 €, que también ocurrió después de esa fecha.

Gracias por vuestra ayuda y por revisar toda la documentación que ya os envié por correo.

Thanks for your reply and the information provided.

I sent you an email and will expect your reply.

Hello, as I already replied to the email, when I sent the email requesting the return of my deposits, they closed my account and never responded to my request. They ignored my request, which is why I'm asking for help here, to get my money back because I violated the self-exclusion agreement.

Hola, como ya respondí al correo, cuando envié el correo reclamándole la devolución de mis depósitos, ellos cerraron mi cuenta y no respondieron nunca nada a la devolución. Ignoraron ni solicitud, por eso estoy pidiendo ayuda aquí, para que me lo devuelvan por incumplir la autoexclusion.

Dear Ganador100,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Ganador100,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Opabet Casino to join this conversation and assist in addressing the complaint.

Dear Opabet Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.