The player from Germany had requested a permanent account closure, but the casino had granted him access again where he lost an additional 50€. The Complaints Team had asked for the communication between the player and the casino regarding the account closure. Despite extending the response time twice, the player had failed to provide the requested evidence. Therefore, we were unable to proceed with further investigation and had to dismiss the complaint.
Olympusbet Casino - Player requests a refund of his deposit.
Amount: €50
Olympusbet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
7 months ago
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8 months ago
Translation
Ladies and Gentlemen
I had asked the casino to permanently close my account. However, the casino granted me access again. As a result, I lost another €50.00. The casino is not responding to my refund request. I posted this on 7/7/23.
Best regards
Mostafa *****
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Dear eurogalaxy85,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Olympusbet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please forward your account closure request to my email at tomas@casino.guru
Do I understand correctly the casino closed your account first and only then reopened your account and allowed you to deposit?
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
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7 months ago
Dear eurogalaxy85,
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.
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7 months ago
Translation
Hi Tomas,
Yes. You have understood the situation correctly. I have just sent you the communication with the casino.
Automatic translation:
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7 months ago
Thank you for your message, however,
I would like to ask you for the conversation the casino is referring to in the confirmation your account will be closed. I apologize for the inconvenience.
We'll need to see the request you sent to the casino in order to proceed.
Keep in mind we explained to you our position in helping players in similar situations in this complaint: https://de.casino.guru/slottojam-casino-der-spieler-fordert-eine-ruckerstattung
Without evidence you requested account closure/ self-exclusion in the casino due to a gambling problem we are unable to help you with your request for a refund.
I'll await your reply.
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7 months ago
Dear eurogalaxy85,
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.
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7 months ago
Regrettably, the player has not responded to our messages and inquiries. Therefore, we cannot proceed with further investigation and have no alternative but to dismiss this complaint. The player can reopen this complaint after submitting the requested information to tomas@casino.guru
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