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I've been writing for three days, requesting closure due to gambling addiction, which I've already mentioned in the chat and in my emails. The account still hasn't been closed, and unfortunately, I've continued to lose money!

Ich schreibe seit 3 Tage und bitte um Schliessung wegen spielsucht was ich im Chat bereits geschrieben habe sowie in meine mails. Das Konto wurde immer noch nicht geschlossen und ich konnte leider Geld weiterhin verlieren!

Dear Ramona1987,

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

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

• Could you please share your attempts to close your account?
• Has the casino replied to your requests at any point? What response have you received?
• Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Ramona1987,

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.

The casino has now closed my account, but it took about 5-6 days. I asked about it via chat and email, saying I have a gambling addiction.

Das Casino hat mittlerweile das Konto jetzt geschlossen aber es ging fast 5 -6 Tage. Ich habe es im Chat angefragt und per mail und gesagt das ich eine spielsucht habe.

They only closed the account on March 25th

Das konto haben die erst am 25,3 geschlossen

Dear Ramona1987,

Thanks for your responses.

• Could you please clarify when was the last time the casino allowed you to deposit?
• Could you please share the earliest attempts at self-exclusion you sent to the casino?
• Share the information here or send me emails or chat transcript to my email at tomas@casino.guru

Thanks for your emails.

Did the casino allow you to make deposits after March 22nd?

Yes, the casino didn't ban me. I was only banned on March 25, 2025!

Ja das casino hat mich nicht gesperrt erst M 25.03 . 25 wurde ich gesperrt!

I went over the evidence provided, and it seems from the evidence you informed the casino about your gambling problem on March 22nd. If the casino permanently closed your account on March 25th, it might be considered a reasonable time for them to process your self-exclusion request.

Please let me know if there is any further evidence of you informing the casino about your issues on the 18th of March or earlier, otherwise, we might not ask the casino for a refund in your case. I apologize for the inconvenience.

Here you can see that I had already written in the chat on March 20th and that I had already written in the chat on March 18th that my account should be closed due to gambling addiction!

hier sieht man das ich bereits am 20.03. nochmal im Chat geschrieben hatte und bereits am 18.3. im chat das geschrieben habe das mein Konto geschlossen werden soll wegen Spielsucht!

Unfortunately, the previous emails can't be found, but I wrote that in the chat. I don't think five days is appropriate for a gambling addiction. I could have lost a fortune in five days if I hadn't been in control of myself!

und die mails davor können leider nicht gefunden werden aber im chat hatte ich das geschrieben. Ich finde 5 Tage bei spielsucht nicht als angemessen. In 5 Tage hätte ich ein Vermögen verspielen können wenn ich nicht selbst Herr über mich gewesen wäre!

Try recovering the emails from before March 21st if you deleted them, and send them to me for review.

I apologize for the inconvenience. This article might help you do that.

https://answers.microsoft.com/en-us/outlook_com/forum/all/can-i-recover-missingdeleted-emails-from/bbb6fbb6-5a70-462d-94b9-56a2a84f5d55

Here you can see the history of my mails

Hier sieht man den verlauf von meine mails

before 21.3.25 I unfortunately don't have any more except 20.3.25 but the casino will have them and from 18.3.25 I wrote several times in the chat what they also have

vor dem 21.3.25 habe ich leider irgendwie nicht mehr auser 20.3.25 aber das casino wird sie haben und ab 18.3.25 habe ich das mehrfach im Chat geschrieben was die auch haben

Thank you very much, Ramona1987, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thanks, I hope so too.

Danke, das hoffe ich auch.

Hello Ramona1987,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Pribet 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.

Respectfully,

Michal

Hello Michael,

Thank you for your feedback.

I hope so too. Thanks

greetings

Ramona

Hallo Michael,

vielen Dank für die Rückmeldung.

ich hoffe das auch. Danke

grüsse

ramona

Dear Michal,

We would like to point out that the first proper self-exclusion request received at our designated email address was on 20th of March.

After the request was received and processed, the account was closed on 24th of March, and the player was also informed regarding this.

Having stated the above, we believe that the player's request was promptly addressed and handled accordingly.

Kind regards,

Pribet Casino

On March 18, 2025, I already wrote in the chat and the account was only closed on March 26, 2025

Am 18.3.25 habe ich bereits im chat geschrieben und das Konto wurde erst am 26.3.25 geschlossen

I don't think this is appropriate, as I've posted several times since March 20th and before that I have a gaming addiction. In cases like this, five days isn't appropriate! And, as I said, there was no response in the chat either.

Ich finde das nicht für angemessen da ich ab 20.3 und zuvor mehrfach auch geschrieben habe das ich eine spielsucht habe. In solchen Fällen sind 5 Tage nicht angemessen! Und wie bereits gesagt im chat auch nicht reagiert wurde.

Dear Ramona1987,

In cases of self-exclusion, especially if a gambling problem is involved, the issue must be sorted out with utmost importance.

However, to sort these requests as quickly as possible, casinos have certain procedures in place, that need to be respected. This information is taken from the casino's T&Cs:

"3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from pribet.com, he/she needs to contact us on the following email address: customercare@pribet.com"

The fact that you informed the casino via live chat can not be taken as a correctly formatted self-exclusion request, due to the fact that the casino has a dedicated email address for these requests. If we take into account the date of the 20th of March as the date of the first email from you, and the date of the account closure, the 24th of March, according to the casino, this would mean that the whole process took 2 business days, which is sufficient according to us.

However, you mentioned that your account was closed on the 26th of March, would you be able to provide me with evidence that would support your claim?

I don't have the email with the 26.3 but my first email went on the 20.3 and they only blocked it 5 days later, so 5 days have passed which wasn't quick for me.

Ich habe die email nicht mit dem 26.3 aber meine erste email ging am 20.3 und sie haben es erst 5 Tage später gesperrt somit sind 5 Tage vergangen was nicht für mich schnell war.

Dear Ramona1987,

I apologize, but I will not be able to help you anymore. I understand that 5 days can be a long time for you, but we also need to give the casino a sufficient timeframe to handle self-exclusion requests, mostly because these requests are often handled manually. Also, only business days are taken into account when talking about the correct time period needed to complete these requests. As I have mentioned in my last reply, we consider the timeframe in this case as sufficient.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.