The player from Germany has been trying to close the account due to a gambling problem. Unfortunately, all the inquiries were ignored.
LSbet Casino - Player’s attempts to self-exclude themselves have been overlooked.
Black points: 1296
Amount: €10,000
LSbet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
Uncertain case, passive regulator
UNRESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good day,
I opened an account with this site some time ago. Unfortunately, I noticed that this site, despite my request never to open my account again, always opened it again immediately and without any waiting time. I then looked for advice on their site and was told how to write the email to the casino. The email then looked like this:
Good day,
I would like to let you know that I would like to ban myself from your casino as I am addicted to gambling. The self-exclusion shall last for one year and shall be irreversible. Any new deposit that I can now make on your site without getting banned, I will in the future send it to your licensing authority using the Casinoguru site. Then a refund will be requested.
Unfortunately, my account was reopened afterwards as well.
now my question is if it is possible to reclaim my losses since this casino is clearly in breach of player protection.
Kind regards
Automatic translation:
Public
Public
1 year ago
Dear kidvfb12,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
1 year ago
Translation
Good day,
Thank you in advance for taking care of the problem. Yes, I specified everything exactly. I have already sent you the screenshot.
LG
Automatic translation:
Public
Public
1 year ago
Thank you very much, kidvfb12, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
1 year ago
Hi kidvfb12,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Public
Public
1 year ago
Hello,
Thank you for your feedback on LSbet Casino.
We would like to inform that your player account at LSbet was closed at the start of this month.
The account can not be reopened any more.
We are sorry that your experience at our casino didn't match your expectations.
Best Regards,
LSbet Casino Team
Public
Public
1 year ago
Translation
Is there no way to get the money back? After all, they should have closed it long ago.
Automatic translation:
Public
Public
1 year ago
Dear LSbet Casino Team,
thank you for your cooperation. Based on the evidence from the player, we can confirm that he has already informed you about the gambling problem at the end of August. You have stated that the account was closed at the start of this month. Please, could you explain why it took so long?
Public
Public
1 year ago
Translation
That wasn't the problem, they blocked it but let me unblock it without any problems and let me play without limits. Although I wrote all the details in the mail. That's why I would like to claim back the money I gambled away from August 30th.
Automatic translation:
Public
Public
1 year 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.
Public
Public
1 year ago
Dear kidvfb12,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the casino licensing authority and submit a complaint to them. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jozef.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards, Jozef
