Optibet Casino - Player’s attempt to permanently close his account has been overlooked.

Hi

I closed my casino account permanently on October 8, 2020 so that I would no longer play because it has been a problem for me. I received confirmation that my casino account has been permanently closed. Now I both got my account open and the site claims that it’s been a cooloff time for a permanently closed account. This is a completely irresponsible activity on the site. How should we deal with this. All emails about closing etc can be found.

Dear Mwinner,

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 permanently block your account?

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

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, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the 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’s are addicted/with gambling problem).

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

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Petronela

I closed my account permanently. And there was a confirmation that the account was permanently closed. It shouldn't be opened anymore. There was in the attachments that I asked for a permanent lock.

Thank you very much, Mwinner, for your email. Could you please advise if you have stated any reason why your account should be closed permanently? Have you mentioned the gambling problem?

That is not a clear thing

Dear Mwinner,

Thank you very much for all your emails. Unfortunately, I haven't found any reason that you would give to the casino to self-exclude yourself. Please understand that closing the account without stating a reason means that you could open it anytime later as the casino wasn't informed about a gambling problem.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Thank you very much, Mwinner, for your email. As I mentioned earlier, closing an account without stating a valid reason means that you can open it later at any time. Is like closing and opening a bank account. If the casino wasn’t informed about a gambling problem or other valid reason to keep your account shut permanently, you are not entitled to any refund. Even if I understand fully that it is confusing for many players, unfortunately, we are not able to assist you. I wish I could be of more help. My only recommendation for the future would be to communicate why you wish to apply the self-exclusion and send your request through a channel that you can track later. 

I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.