Pribet Casino - Player requests refund due to ignored self-exclusion.

I have asked pribet to close my account/self-exclusion on 15 November 2022 because I played too much. They didn't close my account and didn't respond to my email.

They are constantly sending new offers to e-mail, and after that closing request, I have gone out to play many times.

I sent them another email 2.8.2023 questioning their compliance with the rules of responsible gaming and said I would file a complaint against them.

I also said that I would demand the deposits I made after 15.11.2022 back.

I think the amount is certainly more than 510e, but I couldn't see older deposits on their website.

They still didn't respond to my messages, but thank God they have now closed my account.

I'm making this complaint so that casinos start taking responsible gaming and player protection seriously. Problem gambling ruins the lives of so many people and families.

Dear anni1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pribet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if you contacted the casino with your request to self-exclude yourself from the casino after your first attempt in November 2022?

Please forward these requests as emails or screenshots to my email address at tomas@casino.guru

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

I sent an email. Thank you!

Thanks for your message.

I went over the communication you sent and can see you mentioned your problems with gambling on the 2nd of August 2023 only.

Have you mentioned your gambling problems to the casino before this?

Have you taken advantage of the responsible gambling tools of the casino suggested by the casino support?

15.11.2022 I have requested self-exclusion because I play too much. This request says that I have a problem and need self-exclusion.

Casinos can't ignore this request and possibly offer some other options in a few days without closing the account at all.

That's the problem for the player, the desire to play is triggered again.

I thought my account was closed, but then I saw ads in the spam folder that triggered the urge to play at many casinos. That's where it started again.

Either I haven't received a response from Pribet to my first message, or the response has gone to the spam folder. I can't find it in my email.

A while ago I found the GEC license self-exclusion brokerage service, which obliges casinos to close the user's account for at least 6 months.

This form also only read "self-exclusion" and there was no need to put any other explanation on it. (unfortunately, I didn't see this when I first asked for self-exclusion) So doesn't every casino know what a self-exclusion request actually means, it's a solution created for people with gambling problems.

attached is my original message 15.11.2022 where the title says self-exclusion and in the message I ask to close my account because I play too much

Dear anni1,

Thanks for your reply.

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 gambling problems).

If you haven't explained to the casino you are losing control of your gambling, or mentioned you have a gambling problem when making a self-exclusion request, unfortunately, we don't think you are eligible for a refund.

I can only recommend you use these reasons when requesting a self-exclusion in online casinos, otherwise, you might not be protected.

Please let me know if there is any information I overlooked, otherwise, I'll close the complaint.

Hi, thanks for the reply.

Quickly, when I browsed the license rules, I had every right to exclude myself without any questions. The fact that you don't see that my request refers to a gambling problem doesn't matter, because I wouldn't even have had to explain why

I ask for self-exclusion. They should have done it anyway.

Curaçao eGaming General Terms & Conditions:

3.8. The Operator is required to have in place and maintain proper measures to help

prevent player addiction and allow Self-Exclusion to players who access the Websites.

3.10. Upon request of the End User, as well as if health issues of the End User deem

such action necessary, the Operator must ensure that the End User shall for a limited

or unlimited amount of time not be able to make use of any services offered on any of

the Websites of the Operator.

3.12. If measures for Self-Exclusion apply, the Operator or any of its Affiliates shall not

approach the End User with any information aimed to generate interest by the receiver

for products and services of the Operator.

Players with CEG licensed operators have the right to voluntarily exclude or Self-Exclude.

 

 

I have sent that same email to hundreds of casinos and luckily most have interpreted it as the sender of a gambling problem.

But as I said, the terms of the license clearly state that I have had the right to self-exclusion, regardless of the reason.

 

Asking for the deposits back would be a different matter IF I had asked them to re-open my account, but I haven't. I have asked them for self-exclusion, but they have not followed it.

Thanks for your detailed explanation.

I fully understand your point of view.

Unfortunately, we don't consider 'play too much' as an indication of a problem gambler and therefore won't be able to assist you with your request for a refund.

I am sorry we couldn't be of more help and for the disappointing result of your complaint.

If you don't agree with our decision, you still have the option to contact the casino's regulatory authority and present your case to them.

You can do so via info@curacao-egaming.com or https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=pribet.com

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. Please do not hesitate to contact us if you run into issues with any online casino in the future.