Lamabet Casino - Player's account remains closed despite requests.

I opened an account at this casino last June, and after severe losses, I requested numerous times for my account to be closed. Due to my gambling addiction, the casino eventually closed my account, but only after I threatened them. Even after the account was closed, the casino continued to send me emails encouraging me to reopen my account, even promising bonuses if I did so.

On the 18th of this month, I was enticed once again by the promise of bonuses, and I agreed to reopen my account. After initial losses, I asked for the account to be closed again, but they continued to refuse, offering me bonuses every time I requested closure. I asked for the account to be closed more than 70 times, without success.

I am requesting a refund of the amount deposited since reopening the account: 2,100.00 EUR!

Hello MEFCARVALHO77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Can you please specifically tell if you did mention gambling addiction to them in any of your requests?

Thank you very much in advance for your reply.

Best regards,

Nick

I mentioned my addition to the games in a first approach to the casino chat, asking for the account to be closed permanently, with no possibility of reopening it. They use an online translator and don't always respond properly. I was told at the time that only Oscar, my VIP manager, could help me with this. I contacted Oscar dozens of times, with clear add-on behavior. Oscar always enticed me with new bonuses, never acceding to my request for closure. I asked more than 70 times!

At one point I threatened the casino with the authorities and Oscar closed my account. But he kept sending me emails to lure me in. I reopened the account a few days ago again with the usual promise: bonuses! I've been asking him to close it again for several days and he still refuses. It was only today that the account was closed, after I had filed a complaint on all the player websites.

Hello MEFCARVALHO77,

Please forward your first request sent to the casino where you did mention gambling addiction and any further requests made along with the responses from the casino to nikolas.b@casino.guru for further review.

• Can you also advise if your account is currently closed or open?
• How much did you deposit since your first request?

Looking forward to your response.

Regards,

Nick

My account was closed last week after I complained to casino guru and askgamblers.

I will send documentation by email

Hello MEFCARVALHO77,

Unfortunately, it appears that you did not mention gambling addiction in any of the requests you previously submitted. I encourage you to review my initial post, which explains the difference between self-exclusion and account closure.

If there is no specific reference to gambling addiction, your account would have been closed under standard conditions, and you would not be eligible for any form of refund.

Please let me know if you have any evidence that supports your claim. Otherwise, we will need to proceed with closing the complaint.

Kind regards,

Nick

I've sent you the proof that I did, not only did I mention the addition to the VIP manager, but I had already mentioned it in the chat.

unfortunately the voice of the weakest link is always the weakest, so many interests are involved.

i'm very sorry that this is the case

Hello MEFCARVALHO77,

Can you please forward the e-mail from your last screenshot posted here in full rather than a screen-shot to nikolas.b@casino.guru?

As it is the only evidence so far where you did mention gambling issues, it is important to have the e-mail forwarded as it is an evidence for further communication with the casino.

Looking forward to your response.

Regards,

Nick

Dear MEFCARVALHO77,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.