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Hello, I would like to file a formal complaint against the betting company Powbet, with whom I have had a relationship as a player for several years. It's important to note that Powbet is not regulated in Spain, although it operates freely and allows access to Spanish players, which I consider a key point in this situation.

I've been suffering from a serious gambling problem (addiction gambling) for some time, which led me to hit rock bottom financially and seek help from a psychologist a few months ago. As part of my recovery, on January 20, 2025, I registered with the RGIAJ (General Registry of Gambling Access Prohibitions), which prevents me from betting at any regulated betting house in Spain. However, Powbet is not part of this protection system, and therefore I continued to have access to the platform.

Over the years, I've lost a significant amount of money, which I estimate to be around €10,000, although I can't say for sure. On at least two occasions, I even closed my Powbet account due to severe losses. On both occasions, Powbet allowed me to reopen the account after a process as simple as copying, pasting, and signing a text they sent me via email. I consider this procedure completely irresponsible and negligent, given that they themselves knew I was having a gambling problem—in fact, the message itself seemed like a form of legally washing their hands of the problem.

Furthermore, on multiple occasions, when I requested the closure of my account as a VIP user, they offered me bonuses and promotions to remain active on the platform, instead of honoring my self-exclusion request. I have evidence of these offers in emails. This behavior demonstrates that, instead of protecting a vulnerable player, they prioritized their own financial gain.

Therefore, I request that Powbet reimburse me for all losses from January 20, 2025, until today, the date I officially registered with the RGIAJ, seeking help to stop gambling. I am willing to provide a psychological report, proof of my registration with the RGIAJ, and copies of emails with Powbet as evidence of all the above.

I understand that Powbet is not regulated in Spain, but I believe they acted with full knowledge of my personal and medical situation, and therefore should assume ethical—and possibly legal—responsibility in this case.

I request CasinoGuru's mediation to resolve this case and reach a fair solution. Thank you for your attention.

Hola, me gustaría presentar una queja formal contra la casa de apuestas Powbet, con la que he tenido una relación de jugador durante varios años. Es importante destacar que Powbet no está regulada en España, aunque opera libremente y permite el acceso a jugadores españoles, lo cual considero un punto clave en esta situación.

Desde hace tiempo sufro problemas graves con el juego (ludopatía), lo que me llevó hace unos meses a tocar fondo financieramente y a acudir a un psicólogo. Como parte de mi recuperación, el 20 de enero de 2025 me inscribí en la RGIAJ (Registro General de Interdicciones de Acceso al Juego), lo que impide que pueda apostar en cualquier casa de apuestas regulada en España. Sin embargo, Powbet no forma parte de este sistema de protección, y por tanto continué teniendo acceso a la plataforma.

A lo largo de los años, he perdido una cantidad significativa de dinero, que estimo en torno a 10.000 €, aunque no podría precisar la cifra exacta. En al menos dos ocasiones, llegué a cerrar mi cuenta en Powbet debido a pérdidas graves. En ambas ocasiones, Powbet me permitió reabrir la cuenta tras un proceso tan simple como copiar, pegar y firmar un texto que ellos mismos me enviaban por correo electrónico. Considero que este procedimiento es completamente irresponsable y negligente, dado que ellos mismos sabían que yo estaba teniendo problemas con el juego —de hecho, el propio mensaje parecía una forma de lavarse las manos legalmente.

Además, en múltiples ocasiones, cuando pedía el cierre de mi cuenta, siendo usuario VIP, me ofrecían bonos y promociones para mantenerme activo en la plataforma, en lugar de respetar mi solicitud de autoexclusión. Tengo pruebas en correos electrónicos de estas ofertas. Esta conducta demuestra que, en lugar de proteger a un jugador vulnerable, priorizaron su beneficio económico.

Por todo ello, solicito que Powbet me reembolse todas las pérdidas desde el 20 de enero de 2025 hasta hoy, fecha en la que oficialmente me inscribí en la RGIAJ, buscando ayuda para dejar de apostar. Estoy dispuesto a aportar informe psicológico, prueba de mi inscripción en la RGIAJ y copias de correos electrónicos con Powbet como evidencia de todo lo mencionado.

Entiendo que Powbet no está regulada en España, pero considero que han actuado con conocimiento claro de mi situación personal y médica, y que, por tanto, deberían asumir una responsabilidad ética —y posiblemente legal— en este caso.

Solicito la mediación de CasinoGuru para resolver este caso y alcanzar una solución justa. Gracias por su atención.

Dear fifsa23,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Powbet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• When requesting self-exclusion, did you specifically disclose your gambling problem?
• Could you please provide the specific date on which you requested self-exclusion from PowBet Casino?
• Could you please provide all correspondence you have had with the casino regarding this particular issue? My email is katarina.d@casino.guru.

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

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Katarina,

I'm writing to inform you that I've already emailed you all the requested documentation and screenshots regarding my case with Powbet.

I want to emphasize something very important: Powbet knew perfectly well that I had a gambling problem. On several occasions, I wrote to them requesting the closure of my account because I was constantly losing a lot of money and not winning any bets. Even so, far from helping me or implementing a responsible gaming policy, they offered me bonuses to continue playing, and even warned me that if I accepted a bonus, they wouldn't be able to close my account for 7 days. This is not only immoral, but it further exacerbates the problem for a player in a vulnerable situation.

I also tried many times to close my account via chat, but they always told me I had to do it via email, prolonging the process and making me feel trapped. I know I have no proof of those chat conversations, but that's how their support system works.

I also closed my account several times, and every time I tried to reopen it, Powbet asked me to sign a statement stating that I didn't have a gambling problem. If they really didn't suspect anything, they wouldn't have made me sign something like that. It's clear that this statement only serves to protect themselves legally and wash their hands of a situation they themselves have fueled.

I'm in a very difficult situation, not only emotionally but also financially, and all of this was a direct consequence of a system that didn't protect me when I needed it most, but instead pushed me even further into gambling.

I sincerely hope that you will take all these elements into account and can help me find a fair solution.

Hola Katarina,

Le escribo para informarle que ya he enviado por correo electrónico toda la documentación y capturas solicitadas sobre mi caso con Powbet.

Quiero insistir en algo muy importante: Powbet sabía perfectamente que yo tenía un problema con el juego. En varias ocasiones les escribí pidiendo el cierre de mi cuenta porque estaba perdiendo mucho dinero constantemente y no acertaba ninguna apuesta. Aun así, lejos de ayudarme o aplicar una política de juego responsable, me ofrecían bonos para seguir jugando, e incluso me advertían que si aceptaba un bono no podría cerrar mi cuenta durante 7 días. Esto no solo es inmoral, sino que agrava aún más el problema de un jugador en una situación de vulnerabilidad.

Además, intenté muchas veces cerrar mi cuenta a través del chat, pero siempre me decían que debía hacerlo por correo electrónico, prolongando el proceso y haciéndome sentir atrapado. Sé que no tengo pruebas de esas conversaciones por chat, pero así es como funciona su sistema de atención.

También cerré mi cuenta varias veces y, cada vez que quería reabrirla, Powbet me pedía que firmara una declaración en la que afirmara que no tenía problemas de ludopatía. Si de verdad no sospecharan nada, no me harían firmar algo así. Está claro que esa declaración solo les sirve para protegerse legalmente y lavarse las manos ante una situación que ellos mismos han alimentado.

Me encuentro en una situación muy complicada, no solo emocionalmente sino también económicamente, y todo esto fue consecuencia directa de un sistema que no me protegió cuando más lo necesitaba, sino que me empujó aún más al juego.

Espero sinceramente que tengan en cuenta todos estos elementos y puedan ayudarme a encontrar una solución justa.

Dear fifsa23,

Thank you for your message and for forwarding your email correspondence with the casino.

I have carefully reviewed the evidence you provided. Unfortunately, I could not find any instance where you disclosed a gambling problem to the casino, despite being asked repeatedly for the reasons behind your account closure request. I understand that admitting such a personal and sensitive issue, particularly to someone you have never met, can be challenging. However, as the casino representative was not made aware of any underlying issues, their attempts to retain you as a customer are understandable as a standard business practice, even if it appears unfavorable in retrospect.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

To ensure a self-exclusion request is readily identifiable and processed promptly by a casino, please allow me to share an example of an effective self-exclusion email.

Example:

Email subject: Self-exclusion due to gambling problem

Player’s info: First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Powbet casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime). The reason that preceded my decision is gambling problem. I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to casino email support@powbet.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

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.

Katarina

Dear fifsa23,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru