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My account has been reopened for the third time, even though I had it closed due to gambling addiction, as already discussed in the complaint I filed here some time ago against powbet. I don't know what to do anymore; they keep opening my account without my permission and despite my problems. Then you try to contact them and they don't respond.

Mi é stato riaperto il profilo per la terza volta, nonostante lo abbia fatto chiudere per via della ludopatia, come poi già visto nel reclamo fatto qui un po' di tempo fa contro powbet. Non so più che fare, continuano ad aprirmi il conto senza il mio permesso e nonostante i miei problemi. Poi provi a scrivergli e non ti rispondono

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Hello,

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

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

• Could you please provide a more detailed timeline of events? Since 2025, when was your account reopened, and when were you active?
• Is your account currently accessible to you?
• Could you please share with me your communication with the casino regarding the issue to better support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Thanks for your reply via email.

• After April 3rd, when have you contacted the casino to reopen your account?
• After April 3rd, when were you active in the casino? Does the €400 represent your net deposits during this time?
• What is the current status of your account in the casino?

Please let me know.

No, I never contacted the casino to reopen my account. They reopened it for me randomly. No, it's not €400. I don't know how much I deposited. €400 would be what I want, considering I'm undergoing therapy. This is the third time they've reopened my account on their own without my consent. It's closed, but I haven't heard back in over a month.

Nono io non ho mai contattato io casinó per riaprire il conto, me lo hanno riaperto loro a caso, no non sono 400€ non so quanto ho depositato, 400€ sarebbero quello che voglio io visto che sto facendo terapia e questi sono già la terza volta che mi riaprono il conto da se senza consenso mio. É chiuso ma non mi rispondo più da più di un mese

Dear david19988,

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, Igor (igor.p@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 david19988,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Powbet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Powbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Powbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear all,

thank you for reaching out to us.

We have checked the case and as we can see there was indeed a technical issue with the account.

We’re sorry for the technical issue that happened from our side. We can confirm that the account is already permanently closed. All email and SMS communication has been successfully interrupted.

Should you have any further questions please do not hesitate to contact us.

Best Regards,

Team Powbet

Dear Powbet Casino,

Could you please share the player’s deposit and withdrawal history with me following the latest reopening of their account, so that the disputed amount can be adjusted accordingly?

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Dear Igor,

appreciate the patience.

We have now sent you an email with attached cashier history of the customer.

For any further questions please do not hesitate to contact us.

Best Regards,

Team Powbet

Dear david19988,

According to the casino's email, after the latest reopening of your account, you made only one deposit of €15.

Could you please let me know whether this information is correct?

If you are aware of any additional deposits, could you please provide us with evidence of them, such as screenshots or bank statements?

Thank you very much in advance for your cooperation.

I confirm

Confermo

Dear david19988,

Thank you very much for your confirmation.

Dear Powbet Casino,

I have replied to your latest email with an additional request. Please review the email and let me know your point of view.

Thank you in advance for your cooperation.

Dear Igor,

thank you for the response.

We have now replied to your request via email.

Thank you for the understanding!

Best Regards,

Team PowBet

Dear david19988,

After a thorough review of this case and based on your confirmation in the previous message, you are eligible for a refund of €15.

Please let us know whether you agree with this amount and whether you would like to proceed with the refund.

Yes perfect

Si perfetto

Dear Powbet Casino,

As I have mentioned in my previous messages, the player is eligible for all losses incurred after the reopening of their account. In this case, the amount is €15.

Please let us know how you would like to proceed with the refund and whether there is anything required from the player at this stage.

Dear david19988,

To proceed with the refund, kindly provide us with your bank details.

Once we receive this information, we will inform you of the next steps accordingly.

In order for us to proceed with your request you will need to send us the following bank account information:

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

If you have any additional questions don't hesitate to contact us.

Best regards,

Team Powbet

Dear Powbet Casino,

The player provided their bank details in the message above.

Please let us know once there is any news regarding this refund.

Dear all,

thank you for the provided details.

They have now been forwarded to our relevant department for further check and if everything is okay they will proceed with the refund as soon as possible.

Thank you for the understanding!

Best Regards,

Team Powbet

Dear Powbet Casino,

Thank you for your message and for informing us that the refund will be processed in the near future.

Please do not hesitate to let us know once there is any update.

Dear david19988,

If you receive your refund in the meantime, please let us know.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear all,

apologies for the late reply.

We can now confirm that the refund was completed on 26th of June, 2026.

If there is anything else please do not hesitate to contact us. Thank you for the cooperation.

Best Regards,

Team PowBet

Dear david19988,

According to the casino, the refund was completed on 26th of June, 2026. Please let us know whether this information is correct.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Arrived, I hope this is the last time my profile is reopened, otherwise I'll go for a lawyer

Arrivato, spero sia l'ultima volta che mi venga riaperto il profilo, sennò vado per avvocato

Dear david19988,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P