The player from Germany had been trying to request self-exclusion from Larabet since March 29th due to gambling addiction but had received no responses to her multiple emails. Despite her attempts to communicate, she continued to deposit money and had been kicked out of the chat. After reaching out about her issues, her Larabet account was closed shortly thereafter. The Complaints Team facilitated communication with the casino, which eventually confirmed the account closure and processed a refund of €150 to her. The issue was resolved after the player signed a waiver, and the casino's behavior regarding email communication was noted for future reference. The complaint was marked as resolved.
Larabet Casino - Player’s account has not been closed after self-exclusion request.
Resolved
Our verdict
Case closed
Amount: €150
Larabet Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
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Hello
I wrote the first email to Larabet asking for self-exclusion on March 29th, stating that my reason was gambling addiction. There was no response. So I sent the same emails again the next few days, also no response. In live mode, I was told I could only request self-exclusion via email. After that, I was simply kicked out of the chat. I've sent at least 10 or 12 emails since March 29th, and all of them were ignored. Since then, I've deposited another 150 euros. I have a screenshot of that. The last 20 euros were today. I couldn't take a screenshot then. Then I wrote a comment here in the discussion on Allyspin. This is because Allyspin and Larabet are the same provider, but I couldn't find Larabet here. I had the same problem with Allyspin, which you helped me solve. Strangely enough, after I wrote here, my Larabet account was closed shortly afterwards. Nevertheless, they let me continue depositing even though I wrote to them so many times that I wanted to close my account due to gambling addiction. That's not right.
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8 months ago
Dear Gretche70,
Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you've been experiencing. To better understand the situation and assist you effectively, could you please provide us with more information by answering the following questions:
- Could you confirm if you received any confirmation emails regarding your self-exclusion request?
- Do you have more copies or screenshots of the emails you sent requesting self-exclusion? If so, please forward them to me at [email protected].
- Have you received any communication from Larabet after your account was closed?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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8 months ago
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Hello
I've just sent all the screenshots to the email address. Thanks for your help.
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8 months ago
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Hello
I'm still getting ads from Larabet and tried logging in again. They simply reopened my account.
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8 months ago
Thank you very much, Gretche70, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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8 months ago
Hello Gretche70, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Larabet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.
Thank you for your patience and cooperation in advance.
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8 months ago
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Hello Matej, I'm very curious to see if this casino will even take a position on this.
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8 months ago
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A reputable casino would have responded to this long ago. As you can see, the casino refuses to respond here as well. And my account is still open.
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8 months ago
I Have messaged our contact within the casino, in hopes of speeding up the resolution of this complaint.
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8 months ago
Dear Gretche70,
We are deeply sorry to hear about your situation and frustration.
We would kindly like to inform you, that your account has been closed.
After reviewing the communication, we were unable to find any Emails with your closure request.
In order to review your refund request, we would like to ask you to provide us with screenshots of your send email to Larabet, which states your closure request. Pease have in mind that all information must be visible ( Senders Email adress, receivers email adress, date, time, full email content)
Thank you in advance for your cooperation.
Kind regards,
Larabet Casino Team
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8 months ago
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that was my 1st email
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8 months ago
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You can't find my emails???? When I first wrote this email, I clicked on the responsible gaming link on the Larabet website and copied the email address from there. I do that at every casino. And now you've suddenly changed the email address???? Because I just went to your website, and there's a completely different email address. Why was it suddenly changed? Even when I clicked on the customer service link from your email with bonus offers, the email was still there. and now all of a sudden ??????????
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8 months ago
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I even sent you a screenshot of my email in the live chat on April 3, 2025. And what happened? The live chat was simply closed by your side.
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8 months ago
Our casino review has been updated on 3rd March, and by that time site was still using [email protected] as their contact address.
Larabet Casino Team, could you please double-check your system?
Dear Gretche70, did you receive any response from the casino, or did you send more requests after the 29th March?
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8 months ago
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No, I haven't received a single response from this casino to this day. And yes, I have forwarded the emails to larabet over and over again. I sent all of these emails to Veronika. I even sent a screenshot of the content of my emails in the live chat, but no one was interested. They'll obviously talk their way out of it because I wrote to larabet.com and they now have a different email address. But I've been to different sites, and everywhere it says They just updated the email address. And I'll never believe them when they say they haven't found any emails from me. I've deposited another €150 since March 29th, and I took a screenshot of it. And it's strange that they closed my account when I wrote here, and then it was open again a few days later?
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8 months ago
Dear Gretche70,
Thank you for the provided Screenshot and information.
We are deeply sorry for the inconvenience.
We would like to kindly ask you to provide us with the ticket ID of your first Email for the closure request.
We thank you in advance for your understanding and cooperation.
Kind regards,
Larabet Casino Team
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8 months ago
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Hello
A ticket ID?????? I've never received anything like this before, no matter which email I've sent you. Do you really think that the emails I've sent you are fake?????? The only thing I've ever received from you are advertising emails for bonus offers, NOTHING else. Do you really want to keep me waiting here even though I've saved all the emails I've sent???? You take days to reply here, saying you can't find any emails from me. Then I see that you've changed your email address and you can't even say anything about it???? I haven't received a ticket ID or any other reply from you. I was in the live chat on April 3rd, I sent that conversation too and you don't even want to see that????
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8 months ago
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Why is nothing happening here anymore????
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8 months ago
Dear Gretche70,
We would kindly like to apologize for the delay. Please be assured that we are working on your case.
Unfortunately you did not provide us with the ticket ID of your first emails closure request, you can find the ID on the bottom of your send email.
We would kindly ask you to provide us the ID in order for us to further investigate the case.
Thank you for your cooperation.
Kind regards,
Larabet Casino Team
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8 months ago
Dear Larabet Casino Team, could you please let us know when did you change the e-mail address?
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8 months ago
Dear Matej,
We would kindly like to inform you that our Email Address for the support never changed and was always [email protected] .
This information was always visible on our website.
Dear Gretche70,
We would kindly ask you to provide us with the Email ID to further investigate your case, as described in our last answer.
Thank you for your cooperation
Kind regards,
Larabet Casino Team
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8 months ago
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There is no ID ticket in the email I sent, I have no idea what you mean by that.
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8 months ago
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And where am I supposed to send my ID? Here? And of course, you've changed your email address; there's a completely different one on your site now.
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8 months ago
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It's really strange that this email address is listed on every website online, and it was the same on yours. And you say you've never changed your address????
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8 months ago
Dear Gretche70, the casino is asking for the reference number assigned to the case. When the automated system receives the message from a player, it creates a ticket with specific ID number, and sends this number as an automated response to the sender (in this case yourself) so you have it for the future reference. Could you check your spam box and received e-mails box to see if you ever received such a message, and let us know what ID number has been assigned to your case?
Dear Larabet Casino Team, just a few days ago I have myself been on your website, and the support e-mail was everywhere stated as [email protected]. This also brings to the question how reliable is the messaging system, if the mailing address keeps changing.
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8 months ago
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Hello Matej
Now I know what I mean, because I just wrote to the new email address from larabet, and I got the automatic ID or whatever it's called. But I've never received anything like that in all the emails I've sent to larabet, never.
I have now sent the changed email all my emails that I sent to because of self-rejection. I also sent my ID, which the casino requested above. I can't understand why the casino claims it hasn't changed the email address. Look all over the internet; everywhere you read , and that's exactly what it said on their website. Only in the casino now is the email And they claim they haven't changed anything? You can't find my emails? You want an ID that I never received? It's clear to me that this casino just wants to block this topic and stall me.
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8 months ago
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I don't believe that now, now it says again ?????????
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8 months ago
Dear Matej,
Thank you for your message. Could you please clarify where did you find :[email protected] as support email on our website?
Dear Gretche70,
Thank you for your screenshots, however could you clarify what difference you see on them? As i can see on both screenshots it says the Email support address as also mentioned before : [email protected]
Kind regards,
Larabet Casino Team
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8 months ago
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You don't see the difference???? When I submitted this complaint, the support address was on your site That's why I wrote that you had changed your email address. And now it says You say you can't find my emails? I've sent them all to sent, which I've already shown you. Why are you dragging your feet on this matter???? You want my ID? Where should I send it????
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8 months ago
Dear Gretche70, some time ago you have said this:
I even sent a screenshot of the content of my emails in the live chat, but no one was interested.
Do you have screenshots of that conversation, by chance, that you could send to us? Or do you at least remember the date when this conversation happened, so I can ask the casino to send me the transcript, please?
Dear Larabet Casino Team, the e-mail was used in every place as the new one is now. In Responsible gambling page, Terms & Conditions, Contact details and the bottom of the main page. Everywhere where it now properly states your original support e-mail address.
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8 months ago
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The conversation was on April 3rd. I sent a screenshot of my email in this chat. Unfortunately, this screenshot cannot be viewed in the chat history.
Edited by a Casino Guru admin
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8 months ago
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I had sent an email on 5.5 to I sent an email because I thought Larabet had this new email address. I resent all the emails with my self-exclusion request that I sent to Larabet starting on March 29. I also sent my ID. They say they can't find anything in their casino with my name and email address.
I thought, only I am still with I asked again who I was writing to, but they only responded with customer service from Betwarts, but this casino doesn't exist online. When asked if they have anything to do with Larabet, they somehow didn't answer the question.
But now I have found something else and there is the email at larabet again
https://www.playcasino.com/casino/larabet-casino
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8 months ago
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To the larabet casino
I don't know why you're dragging this out and denying that you didn't change the email, even though I could prove it. Just as I could prove that I had already sent you several emails about self-rejection. After these emails, I deposited another €150 with you, which I can also verify. You're demanding ID from me. I've asked twice where I should send it and haven't received a response. So, please, what do I do now?
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7 months ago
Dear Gretche70, thank you for all the evidence, and great catch with the playcasino.com review. :)
Dear Larabet Casino Team, could you please check the transcript provided by the player as well as the e-mail screenshot attached to it on your end? I would also like to ask if you can:
- confirm the account closure and that the marketing communication will cease
- confirm that the account is marked with "closed due to gambling addiction, do not reopen ever" or something similar
- please e-mail me player's cashier history with all the deposits and withdrawals shown, since 30/03/2025 until the account closure
We will request the refund of all the deposits made since 30th March, minus any withdrawals made in that time.
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7 months ago
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Hello Matej, today I got the very first answer from Larabet, and really the very first time
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7 months ago
Dear Gretche70 this is good news! Hopefully the casino will deal with the issue quickly, and we will be able to close the complaint sooner rather than later.
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7 months ago
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This arrived today. I signed the declaration and sent it back. Now I'm waiting to see what happens next. I'm still wondering why they denied the email address.
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7 months ago
Dear Gretche70, while we most likely never get that question answered, I am hopeful at least this complaint will be closed as resolved shortly. Is the waiver also talking about the refund and the final amount?
Dear Larabet Casino Team, once it is sorted, could you please confirm the following:
- confirm the account closure and that the marketing communication will cease
- confirm that the account is marked with "closed due to gambling addiction, do not reopen ever" or something similar
Thank you.
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7 months ago
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Hello, this is the waiver. They told me in the email that I had to sign it first to receive the money. I didn't even read it and just signed it. But now it says something about Vegasino????
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7 months ago
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.
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7 months ago
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After signing this waiver every day for the last 3 days because they kept sending me a new one, I received confirmation yesterday that Larabet is now paying me my money, 150 euros.
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7 months ago
The waiver mentions 3 different casinos, but they are all owned by the same company. As long as they pay you, I don't think we need to look too much into it. Dear Gretche70, please let me know once you receive the money. Thank you. :)
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7 months ago
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They confirmed the payment but the money is not yet in my account
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7 months ago
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I also wonder why the casino hasn't confirmed anything here
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7 months ago
Banks don't work on weekends and transaction can take between 3-5 working days so let's give it some time until Wednesday. You should have the money by then.
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7 months ago
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I received the confirmation on Thursday, and yes, banks are closed on weekends, but money is still credited to my account on weekends. No matter, and yes, I'll wait, because these few days don't matter. But I do have one more question. Why was this request reopened here? And how does this complaint affect this casino? Or do you think the casino's behavior was okay, not answering a single question? Mainly because of the email address. You saw for yourself that they use two email addresses and have changed them twice, and you just accept that?
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7 months ago
Dear Gretche70, I'll answer your questions one by one:
And how does this complaint affect this casino?
If the complaint is resolved amicably, it will not affect the rating. Casinos have thousands of players, so eventually problems arise and we are here to help speed up their resolution. We can't punish the casino for actually dealing with the problem at hand and resolving it. But if the casino never responded or did not meet their end of the bargain, complaint would be closed as unresolved, and the safety rating index would change downwards.
Or do you think the casino's behavior was okay, not answering a single question?
Some casinos are more prone to communicate than others. It is their decision and we have to respect it. We are only mediators here, so if the casino don't want to elaborate on their doings, we have no legal way to force them.
Mainly because of the email address. You saw for yourself that they use two email addresses and have changed them twice, and you just accept that?
This has been already discussed internally and marked on the system for future reference. As the casino is quite fresh on the market and is using a standardised platform, it could have been a genuine mistake when copy/pasting some text. However, we will keep an eye on this casino and any future complaints, to see if the pattern repeats itself. If it does, we have tools to deal with it and make players aware.
Why was this request reopened here?
Not sure I know what this question mean. The case has not been closed yet, so it could not be reopen. I will keep it open until you confirm that you have the money, and the problem has been resolved. As I mentioned before, let's wait a bit more and hopefully we can close this complaint by Wednesday. :)
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7 months ago
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I received the money today. Thank you for helping me. Without you, this casino would have continued to ignore me, and my account would still be open. Playing in such a casino was a lesson for me.
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7 months ago
Dear Gretche70,
I am very happy to hear that your issue has been resolved, and would like to thank Larabet Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)
Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Matej
Casino.Guru
