The player from Germany had requested a self-exclusion on October 15, 2024, but Pribet Casino had only closed the account for 30 days. The account was reopened on December 1, 2024, and despite playing and losing 270 euros in mid-December, the account remained open. The issue was resolved when the player received the 270 euros back after raising her concerns about the self-exclusion not being honored. The complaint was marked as resolved by the Complaints Team.
Pribet Casino - Player's account is not closed after self-exclusion request.
Amount: €270
Pribet Casino
Safety Index:Very lowSafety Index
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0.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello,
On October 15, 2024, I requested a self-exclusion for one year because I am addicted to gambling.
The Pribet Casino then only closed my account for 30 days.
On December 1, 2024, my account was reopened.
I played there again on December 14 and 15, 2024, and lost 270 euros.
The account still hasn't been closed!
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2 months ago
Dear Mombas77,
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.
- When was the last time you contacted casino customer support via email?
- Have you received any reply from them whatsoever?
- Do I understand correctly your account was previously blocked on November 1st?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 months ago
Translation
Hello, I wrote to Pribet by email on 15.12.2024 that my self-exclusion due to gambling addiction,
for 1 year, was not respected.
Before that, on December 14, 2024, it was written in the chat that I would like to be a little patient.
On October 31, 2024, I wrote another email to Pribet stating that my player account was still open, although I had requested self-exclusion for 1 year by email on October 15, 2024.
As a result, my player account was closed for 30 days from November 1, 2024 to November 30, 2024.
On December 1st, 2024 it was open again and I played and lost the 270 euros.
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2 months ago
Thanks for your reply.
Have you received any reply to your request for a refund of your deposits?
Have you contacted the casino again and asked for self-exclusion due to gambling problems again? With what result?
Please let me know.
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2 months ago
Translation
Hello,
On December 15, 2024, I asked the casino again for a self-exclusion for 1 year due to gambling problems after my player account was closed on December 15, 2024 in the afternoon.
I then sent an email asking how long the player account would be closed for because it had not been mentioned beforehand.
I also wrote to Pribet that I had lost 270 euros because the player account was reopened after just 30 days.
I mentioned in the email that this loss is Pribet's fault.
I never received an answer.
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2 months ago
Thank you very much, Mombas77, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Hello Mombas77,
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 issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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2 months 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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2 months ago
Dear Michal,
The player's account has been permanently closed and it will remain so.
Kind regards,
Pribet Casino
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2 months ago
Translation
Dear Pribet Casino,
apparently you didn't understand me!
The issue is that you reopened my player account after 30 days, although I clearly stated that it should be closed for 1 year.
It's about the period after the 30 days and I demand this entire loss back.
Otherwise it is a scam!
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1 month ago
Dear Pribet Casino,
Can you shed some more light on the fact that the player's account was closed only for 30 days instead of 1 year?
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1 month ago
Translation
Dear Michal,
Pribet Casino transferred the 270 euros to me today!
Thank you for your support!
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1 month ago
Dear Mombas77,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
