Powbet Casino - Player’s account was reopened without consent.

Hi, last week my powbet account was reopened without my consent, I received a text message saying congratulations, your account has been reopened without me asking for anything. I'm going to a psychologist because of gambling addiction, I hadn't been playing for over a month now and these guys reopened my account on their own without me doing anything, I don't think it's regular. I tried to send emails for explanations but nothing, live support from "Zendesk not avaible" and like a gambling-addled idiot I obviously played, played and played again. I sent other emails back but nothing. I played (lost) I don't know more than €500 because they reopened the account instead of me. I ask you if it's possible to do something and get this money back because I also said in the emails that I'm filing a complaint against them for moral and physical damages. Account [name hidden by Casino Guru] e-mail [email address hidden by Casino Guru]

Dear davidtogneri1, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru. 

Have you ever requested that your Powbet Casino account be closed? If so, please specify for how long.

Thank you very much in advance. 

Best regards, 

Veronika

I sent her everything via email

Novelty?

Thank you for your emails.

The screenshot from 2023 does not indicate that you requested permanent self-exclusion due to gambling addiction. Without this information, we cannot confirm whether your account was meant to be closed permanently or only temporarily. Additionally, we need to verify that the self-exclusion was indeed due to gambling addiction and not a general account closure or suspension without a clear reason.

If you're unable to provide communication that proves your account was self-excluded for gambling addiction in 2023, unfortunately, we won't be able to assist you in obtaining refunds for your lost deposits.

Thank you for your understanding.

no because in 2023 you have to close the account because it took me too long, I didn't suffer from that yet. I started the treatment in November 2024. But anyway I had closed the account and it was reopened without me requesting the reopening. Then I continued to throw money away again, despite having sent all the emails and the request to close the account again, that is in addition to the €500 at the beginning, the assistance is still not working and they never answered my emails neither about why they had reopened the account nor for the request to close the account, what should I do? Should I continue to throw money away because they don't want to close my account? I would like to understand, am I Santa Claus who gives them money? They have already reopened without permission and now they don't even close it for me

In the meantime they are not closing my profile yet, I continue to send them emails they answer me once every 5 days and they have not closed my profile yet. In the meantime even tonight 250€ thrown in the toilet because I see how much they care about the customer, I have been trying to close the profile for two fucking weeks and they do not want to close it because I give them all my money

I was just told that the reopening of the profile happened due to a bug, so I would have lost €1000 and 3 months of sobriety from the game due to a bug?

Thank you for keeping me updated. Please forward me the most recent communications between you and the casino, where you requested self-exclusion and the casino informed you about a bug in their system (veronika.f@casino.guru).

Mandate

In the meantime I'm now at more than €1000 wasted because of them and the shitty bug that made me reopen my profile, I resent the email and spoke to support but they don't answer, I really don't know what to do anymore

They promptly closed my profile now while I had a withdrawal in progress so they cancel that too and they keep that money there too, but is it normal? In addition to having stolen that other one from me because of a bug

Thank you very much, davidtogneri1, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Thank you very much, we hope so.

But will they contact me by email or do I have to write to them?

Dear davidtogneri1,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Powbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Powbet Casino,

I would appreciate it if you could provide detailed information regarding this case. Specifically, I would like to understand why the player's account was not closed immediately after he explicitly informed you about his gambling problem. Instead, it took 11 days for your team to respond, only to inform him that any remaining balance in his account would be forfeited upon closure.

Could you please clarify the reasons for this delay and the rationale behind your approach to handling self-exclusion requests? As responsible gambling is a critical matter, I believe a timely response and action are essential in such cases.

I look forward to your prompt clarification.

Best Regards,

Kubo

Dear all, 

We would like to kindly apologize for the delay.

We would like to inform you that we are looking into the request.

We would kindly request that you remain patient as we endeavor to complete the verification as soon as possible.

Kind Regards,

Powbet Casino Team

Dear Powbet Casino,

Thank you for your response. Could you kindly provide an estimated timeframe for the review of the issue at hand?

I appreciate your cooperation.

It's like the emails I sent, I'm sorry because I have nothing against them, but it can't always take so long for answers, there are people who lose their sanity and money, and doing so only makes it worse, because in my case too I asked for an explanation and closure of the account and it took more than 14 days, it's not normal. I only want a refund from when my account was reopened, so from January 29th included, thank you.

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.

Yes but it's not normal for them to do this, I lost more than €1000 in total because they do this and don't respond and do as they please

Dear davidtogneri1,

We apologise for any inconvenience this may have caused.

Please be assured that we are committed to resolving this situation.

We are currently processing your refund request.

Kind regards,

Powbet Casino Team

OK thank you

Dear Powbet Casino,

Thank you for your response and for taking responsibility for the situation. Could you please provide an update on the status of the refund processing?

I appreciate your reply.

Dear davidtogneri1,

We are pleased to inform you that your refund has been successfully completed.

Thank you for your patience.

Best regards,

Powbet Casino Team

Dear Powbet Casino,

Thank you for the prompt resolution of the player's issue.

Dear davidtogneri1,

Could you please confirm whether you have received the refund from the casino?

I confirm that it arrived to me

Dear davidtogneri1,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo