GemBet Casino - Player's requests for self-exclusion were ignored by the casino.

Hello,

I have an account open with Gembet, I sent an email asking for self exclusion due to a gambling problem after depositing €100 and they never closed my account.

A further €290 was deposited and they still never closed my account after a second email was sent.

A further €735 was deposited after sending a third email with repetitive reference to my gambling addiction and to close my account as stated in their terms and conditions and still they did not close my account.

A further €330 was deposited again and they still have not closed my account.

4 emails I sent stating gambling addiction and to close my account and they failed to do so.

This is by fair the worst accountability for responsible gambling that I have seen out of any site. What makes it worse is Gembet Manager receives the email and responds claiming I have to do a different procedure which is not stated in their terms and conditions for self excluding my account. I referenced their terms and conditions to them with a screenshot, he/she acknowledges the terms and conditions by sending the exact same terms and conditions back to my highlighted in red and says I have to do something different/more than what is stated in the terms and conditions.

Is there anything you can do to help with this matter?

Kind regards,

Shandy37

Dear Shandy37,

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

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

Do I understand correctly your account is currently accessible to you?

Could you please send me your original self-exclusion request? Please send it to my email at tomas@casino.guru

Kindly include any relevant responses you received from the casino staff.

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

Hello Tomas,

I've emailed on all relevant information to you as requested.

Kind regards,

Shandy37

Dear Shandy37,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Jozef,

May I have your email address to provide further evidence to you.

Gaming Curacao their Master licence holder personally emailed support (Gembet ) and told them to refund funds and yet there is still a delay. (I have a copy of the email sent to their support stating as such in writing)

Kind regards,

Shandy37

Hello Shandy37,

of course, please forward it to jozef.k@casino.guru.

Hello Jozef,

Sent to you there.

Kind regards,

Shandy37

Hello,

I confirm receiving it, has the casino team reacted to it? Are you in touch with them?

Dear Shandy37,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.