HomeComplaintsSportiumbet Casino - Player's self-exclusion requests are overlooked.

Sportiumbet Casino - Player's self-exclusion requests are overlooked.

Amount: ??

Sportiumbet Casino
Safety Index:Below average
Submitted: 28 Jul 2023 | Case closed : 15 Aug 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Mexico, facing financial difficulties due to gambling, requested self-exclusion multiple times without any response. He's also encountering issues with account verification. We closed the complaint because the player stopped responding.

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1 year ago
Translation

Hello, I'm reaching out for assistance due to financial difficulties resulting from gambling. I have already requested self-exclusion and the closure or blocking of my account several times and have not received any response. I am facing obstacles related to account verification and similar issues. I recently posted a message in the chat section, reposting here the response I got. I will also include the emails I have sent without receiving any reply

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1 year ago

Dear brandom96zamora,

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

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

Could you please advise when your registration on http://www.juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Atencion_al_Ludopata was processed?

Do I understand correctly you sent multiple emails to verificacion@ganabet.mx , where your stated reason for closing your account was your gambling issues?

Do I understand correctly your casino account is still accessible to you?

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

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1 year ago
Translation

The verification has already been processed, today I requested the self-exclusion again, and I am waiting for a response from ganabet, I hope and this time my account can be closed, and I have had problems with online betting in slot games, I already know Self-excluded from most online casinos in Mexico, I only have problems with the latter, which is ganabet, they offer the option of responsible gambling and offer that my account can be cancelled, I hope and now they do listen to me this time. Thank you

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1 year ago
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Good evening, could you please delete the screenshots, do not edit the personal data and addresses, I have no problem with it being published, I am only afraid for my safety for these data such as addresses and telephone numbers

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1 year ago

Thanks for your reply.

Could you please advise if your request for self-exclusion was successful? Please let me know.

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1 year ago

Dear brandom96zamora,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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