The player from Germany had reported an issue with Pribet Casino, stating that despite his request to close his account due to a gambling addiction, the casino had failed to do so promptly. Consequently, he had lost over €3000 and sought account closure and compensation. After reviewing the case, we found that the casino had closed the player's account within a reasonable timeframe and no deposits were made on the day of account closure. Therefore, we concluded that no refund was due. The player had expressed dissatisfaction with the resolution, but due to the reasons mentioned, we had rejected the complaint.
Pribet Casino - Casino ignores player's self-exclusion request.
Amount: €3,396
Pribet Casino
Safety Index:Very lowSafety Index
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0.1
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Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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8 months ago
Translation
I made a final request to the casino on April 1st to close my account, citing "Gambling issues", i.e., problems with gambling addiction as my reason. Yet, they haven't responded to me for four days. I currently find myself in a helpless condition, unable to control my gambling addiction. Consequently, since April 1st, I have deposited and lost over 3000€ on their website. My account was immediately blocked on every other platform, only they refuse to do so here... As a result, I also expect compensation as I have suffered significant financial loss.
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8 months ago
Dear goku23,
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.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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8 months ago
Thank you very much, goku23, 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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8 months ago
Hello goku23,
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 Pribet Casino,
Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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8 months ago
Good morning,
Thanks for bringing this to us.
Could you please share your username and email with us on Pribet?
Thanks,
Pribet Team
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8 months ago
Translation
Dear Mr. Michal, thank you very much for your efforts. After I submitted a complaint here on Friday, Pribet promptly sent an email informing me that the account had been closed. I submitted my last request by email on April 1, 2024 and it took until April 5 for them to respond to me and it is also very suspicious that the email was sent at 3:26 p.m. German time. I had submitted the complaint here an hour earlier, at 2:21 p.m.
lg
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8 months ago
Translation
I had already deposited and lost over €4000 and decided to close the account for my own safety. I also explicitly mentioned in the email that I was having problems and yet I was ignored. Since I was already furious, I deposited my remaining money of almost €3400 again and lost it within 2-3 days. I expect an explanation as to why it took 4 days and why a complaint had to be made so that the account could be blocked. I also expect financial compensation. I am financially at the end of my rope and with all other betting providers my account was closed immediately/quickly in the live chat.
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8 months ago
Dear goku23,
Your account was excluded on the 5th of April 2024 according to our standard procedure and you received a confirmation on the same day. It is important to note that customers are required to submit a formal request to our specialized team to the provided e-mail address for the processing of self-exclusion. During the period of pending self-exclusion, the player takes sole responsibility for any account activity.
Please bear in mind that there is a technical timeframe required to process the request as there is a dedicated team that manually reviews each case.
Kind regards,
Pribet Team
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8 months ago
Translation
I sent the email to the relevant department. How can it be that an email in which the customer talks about gambling addiction and asks for the account to be closed is only processed after 4 days? And how come they respond just when I have submitted a complaint here? That is very dubious and borders on fraud. Dear admins, please look at the time and compare it with the time this complaint was submitted.
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8 months ago
Dear goku23,
Could you tell us if there were any more deposits made by you from 11 PM on April 4th, and April 5th?
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8 months ago
Translation
Hello Michal, I last transferred a total of 1225€ on April 4th. The last deposit was around 4pm.
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8 months ago
Dear goku23,
As the casino representative had mentioned, there always is a technical timeframe to process self-exclusion requests. In a perfect world, the accounts would be closed immediately, but unfortunately, there always is a manual process of sorting through the self-exclusion requests and dealing with each and every one manually.
In this case, we think the time it took for the casino to close the account was satisfactory. Since there were no deposits made on the day of the account closure, which would be the beginning of the time period for which we would consider a refund if the casino took any longer to close your account, there is no refund to be made in your case. I am sorry we could not have helped you anymore.
Are you satisfied with the resolution of this case as it is?
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8 months ago
Translation
Ridiculous that it takes from Monday to Friday for an account to be blocked, and that's when you say you're addicted to gambling. With all other betting providers, you obviously have the option of locking yourself out or having your account blocked immediately in the chat. What a coincidence that exactly 1 hour after I made this complaint here, I received an email from the casino... Of course, you wonder where you've been for the last 4 days. I'm extremely disappointed in you too. A ridiculous service for players... You probably collect a lot of sponsorship money from the casinos if you consider 4 whole working days to be reasonable. Ridiculous...
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8 months ago
Dear goku23,
As I have explained in my previous sentence above, we think that the timeframe for the completion of the self-exclusion process was satisfactory in this case and there is no refund to be made.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
