The player from Germany had requested self-exclusion via email on July 24th after winning 800 Euros at Olympusbet, intending for it to take effect after the payout. Although the payout was processed on July 25th, the account was not deactivated, allowing the player to continue depositing and playing, which resulted in significant losses. The Complaints Team had attempted to engage with the casino for clarification regarding the player's account status but received no satisfactory response. Consequently, the complaint was marked as 'unresolved', and the player was advised to contact the Curacao Gaming Authority for further assistance.
Olympusbet Casino - Player's self-exclusion request was ignored.
Amount: €1,500
Olympusbet Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case opened
Current status
Waiting for Casino Guru to reply
1d 16h 40m 44s
Case summary
5 days ago
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1 month ago
Translation
Hello Casino Guru Team,
I won 800 Euros at Olympusbet and requested a self-exclusion via email on July 24th, to take effect once the winnings were paid out. The payout was processed on July 25th, but my account was not deactivated, allowing me to continue depositing and playing. I managed to win more, and these winnings were paid out promptly, but since there are no limits or protective measures on the site, and the support team did not process my self-exclusion request, I ultimately lost a significant amount of money, which could have been avoided.
The casinos operated by New Era BV always handle these situations in the same way and do not respond to requests for account deactivation. I have also filed a similar complaint against dream.bet.
Thank you in advance for your help!
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1 month ago
Dear lolseinsohn,
Thank you very much for submitting your complaint. I’m sorry to hear about the problems you’ve been experiencing with Olympusbet.
To assist you better and work towards resolving this issue, could you please provide some additional details?
- Can you forward the email you sent requesting self-exclusion on July 24th, along with any response you received from the casino?
- Could you specify the dates and amounts of the additional winnings you mentioned, as well as the dates when these amounts were paid out?
- Have you attempted to contact the casino support team again regarding your self-exclusion request? If so, please provide details of these interactions.
- Can you clarify the total amount of money you lost after your initial self-exclusion request was not processed?
- If you have any relevant communication or screenshots related to this issue, could you please forward them to petronela.k@casino.guru?
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,
Petronela
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1 month ago
Translation
Hello Petronella,
Thank you very much for the quick reply. I had not received a reply to my request from the casino, only an automated reply that I should send the request to a different email address. That was strange, because I had specifically sent the email to support@olympusbet.com and customercare@olympusbet.com Therefore, on 24 July I sent another email with the same request to customercare@olympusbet.com which also remained unanswered.
Olympusbet has blocked my player account for 30 days today, about an hour after my complaint was filed here on Casino Guru, so I no longer have access to the list of my transactions. However, I will search my credit card statement and email you all the amounts including the dates of the withdrawals and all the emails in which I requested the blocking.
Thanks for the help!
Best regards
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1 month ago
Thank you very much, lolseinsohn, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) 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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1 month ago
Hello lolseinsohn,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Olympusbet Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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1 month ago
Dear Michal,
The player's account has been excluded within the designated time frame in accordance with our Terms & Conditions, and they have received a confirmation email. Please be aware that there is a necessary processing time as a specialized team handles these requests. Once the player's request was reviewed, their account was no longer active. It's important to note that any activity on the account during the self-exclusion request is the sole responsibility of the player.
Kind regards,
Olympusbet Casino Team
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1 month ago
Translation
Hello,
I asked for my account to be blocked permanently (!) on July 24th, as you cannot set limits on their website. However, my account was only blocked for 30 days and that was on August 5th. This period is much too long and my account should have been blocked as requested on July 25th after my withdrawal was processed or at least in the days after.
As of August 5, I have lost a lot of money, which would not have been possible if my request to block my account had been complied with.
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1 month ago
Dear Olympusbet Casino,
Is the player's statement that the account was blocked only for 30 days correct?
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1 month 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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3 weeks ago
Since the casino has not answered our further questions, I am forced to close this complaint. 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 Curacao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal V, Casino.Guru
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2 weeks ago
We’ve reopened this complaint at the request of Olympusbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
I have been informed that the player's account was closed permanently.
Dear lolseinsohn,
Can you tell me when exactly did you make the disputed deposits?
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1 week ago
Dear lolseinsohn,
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.
Casino Guru is examining the case
Michal is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
