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Account reopened after requesting permanent closure due to gambling issue

On around June 1st of this year I contacted 10bet via email and advised them I had issues with gambling as it made me "very mad" and requested my account be permanently closed

I was then contacted back by support and they acknowledged the distress I was going through and suggested professional help resources they could provide etc and requested I confirm to them that I did indeed want to close it permanently or take some other time to think about it etc. I replied again to them that I indeed wanted to permanently close my account.

I received an email saying it was then closed permanently.

Due to being addicted to gambling, I had the urge to gamble again and I emailed them to reopen it on June 10. It was reopened and I went on to deposit many times.

I am requesting my account is indeed closed permanently and my deposits since June 1 refunded to me. Their own T/c states an account that is closed permanently cannot be reopened.

I have all screenshots of communication between the site available.

thank you for your help

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 10bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open? Have you contacted the casino after your relapse? 
• Did you send your request via email or live chat? Have you explicitly mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me all the account closure requests that you sent to the casino, together with their responses? My email address is [email protected].

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly. Stay safe.

I have since further contacted them and have had it closed.

in my belief I did in fact contact them expressing a very harmful emotional damage due to gambling and requested my account to be permanently closed.

I believe support staff treated it as such as their reply was mentioning they could send me information to help with a gambling problem, etc. a very standard response I have received from many other sites when banning myself.

they even went on to mention I could take a time out, or in other words, do the irreversible account closure permanently, which I then confirmed to them that I wanted to happen.

I was then completely shocked when on June 10, after simply requesting the account be reopened, it was indeed granted when I specifically and word for word told them I wanted it "closed permanently" in my previous communication.

All of the communication was done by email which I have forwarded to the email address you provided.

I sent the following email to 10Bet. I have not heard back yet.

—————————-

Attention: 10Bet management.

Hello-

I have not heard back from 10bet management regarding my complaint. I have started a complaint through CasinoGuru, however, I am emailing again as I hope to resolve it.

On June 1st I emailed to say I wanted to close my account. Gambling was causing me extreme distress emotionally because I was addicted. I described that in my email by saying I got "very mad gambling" and asked to "permanently close my account." Robin from Support responded to my email acknowledging the mental issues I was going through due to gambling and said:

"We’re truly sorry to hear that your experience with gambling has been causing you distress. Your well-being is very important to us, and we fully respect your decision if you wish to permanently close your account.

That said, we want you to know that you're not alone. If you're open to it, we can explore alternative options such as a temporary break (cool-off) or self-exclusion for a longer period — giving you space without taking an irreversible step right away. Many players find this helpful when managing their gaming habits."

The fact that I was presented with the options of closing my account permanently, cool off period, suggestion of seeking out professional help and the idea I look into those options before I took "without taking an irreversible step right away" gave me the impression my gambling problems were indeed being taking very serious and the irreversible step 10bet spoke of was in reference to my original request of closing my account permanently. I responded to Robin re-iterating the fact I wanted to close my account permanently. At that point I felt free from gambling and emotionally felt a lot better knowing I would not be able to gamble again. The next day I did get an urge to gamble and I tried to login in and was denied. I was very satisfied that I was NOT able to login.

On June 10, gambling urges drew me to wanting to gamble. I didn't think and certainly was hoping it wouldn't work but never the less I emailed to reopen my account. To my shock I was quickly replied to and informed it was re-opened. I was even able to raise my deposit limit. I then went on to continue my gambling addiction.

Suffering still from gambling issues, I emailed again on September 4th, requesting to close my account again. Ultimately after a little back and forth, it was closed again and I have been informed it will be closed forever this time. From what I gather from speaking with support is my initial request was not treated as I had hoped and my account was not technically permanently closed. Given what was said, I can only draw to the conclusion that this was handled incorrectly initially.

I am requesting my deposits totalling $3278 since I originally asked to close my account be refunded. I truly believe that due to the nature of my email stating my emotional distress gambling was causing paired with the fact I was requesting to permanently close my account because of it, 10Bet failed me by not doing so. I reached out with the full intention of closing my account permanently due to gambling issues and the first reply I received from Robin fully convinced me that I was being taking very seriously as very similar worded emails have all come from other providers. I should have not been able to re-open my account. My account should have been at that point marked "Self-Exclusion' forever" and not after the second time I reached out describing gambling problems again on September 4.

Thank you

Dear player, thank you for your emails. Could you please forward the full conversation between you and the casino as emails (not screenshots)? We apologize for any inconvenience, but your cooperation would greatly help us analyze the situation more effectively. Please send the emails to [email protected]. Thank you.

Ok I will forward them.

I would also like to add to this thread that I found an email in which I sent to 10Bet prior to the date on this complaint. The email was sent on May 22. In the email I said I was "gambling too much" and asked for my account to be permanently closed. Is that not enough grounds for them to close my account due to a gambling problem? I don’t know how else that can be interpreted if one says they are gambling too much and asking to close the account because of it.

Anyways, I will get on forwarding those emails today.

thanks

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) 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.

Hello ShadowDM, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of 10bet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

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.

Hello all,

Thank you for inviting 10bet to this conversation.

We would like to confirm that the customer’s account was closed following their request. Please note that while we do not offer permanent account closure, we do provide a permanent Self-Exclusion option, which the customer did not request at that time.

After the customer’s first request to close their account, we offered them the option of a cooling-off period or permanent Self-Exclusion, encouraged them to seek help, and asked them to confirm how they would like us to proceed. Their reply was: "No, I want to close it permanently." Accordingly, account closure was applied. As accounts do not reopen automatically, and we do not reopen them without a request, we complied fully with the customer’s wishes.

Recently, we also introduced the option for customers to apply Self-Exclusion directly through their account profile. This feature is designed for those who feel they are no longer gaming responsibly.

Later on, the customer requested that their account be reopened. Since the initial closure was made with the option to reopen upon customer request, we complied. To clarify, we never reopen accounts proactively.

Subsequently, the customer asked to close their account again. Considering both this repeated request and their statements, the account was then permanently Self-Excluded.

As the account was reopened strictly at the customer’s request, no refund is due.

We trust this clarifies the matter.

Kind regards,

10bet

Hi, 10Bet thank you for replying.

However I must address some of the information you said as it is not correct. There is also information not included in your post either, which I can only assume was missed or you're not aware of.

After the customer’s first request to close their account, we offered them the option of a cooling-off period or permanent Self-Exclusion, encouraged them to seek help, and asked them to confirm how they would like us to proceed. Their reply was: "No, I want to close it permanently." Accordingly, account closure was applied. As accounts do not reopen automatically, and we do not reopen them without a request, we complied fully with the customer’s wishes.

This is not true. My first request to close the account was sent via email on May 22nd as I noted in this complaint a few messages above - in that email I requested to close my account permanently and addressed my issues with gambling that I was "Gambling too much"

I received no such reply you're referring to from 10bet on my first email to close my account due to gambling issues. I received what I can only describe as a standardized cut and paste email from support saying my account was closed. The email was forwarded to CasinoGuru.

I did receive that reply from 10bet on my second email to close my account after I was shockingly able to re-open it on June 1st. In that second email I explained that I was having emotional/psychological issues due to gambling by way of "getting very angry" and I wished to close my account permanently.

It is worth noting that the reply support gave on June 1st gave all indications that they were indeed replying to an individual with a gambling problem.

Recently, we also introduced the option for customers to apply Self-Exclusion directly through their account profile. This feature is designed for those who feel they are no longer gaming responsibly.

It is great that you have implemented such thing. However, it was not a feature on the website at the time of my issue so it is not relevant to this case.

In summary, I firmly believe that my initial request sent on 05/22 is paramount. The fact that 10bet Rep failed to mention it in their reply and does not seem to be aware of it leads me to believe that my account was handled incorrectly and 10bet should have some responsibility here. I can only hope that it was some oversight and not intentional. You would think a casino brand that has been around for over 20 years would have the training and experience in place for these type of circumstances. I will await CasinoGuru's reply and accept their decision whatever it may be.

I would like to thank the both sides for their responses.

Dear 10bet Casino, I see the issue now and the root of it is in what seems to be a lack of empathy and situational awareness on the side of the support team. As per your response, it looks like everything the player said was taken literally and without consideration of what the situation was really about.

As per our Fair Gambling Codex and overall responsible gambling player protection, after the player clearly stated their gambling addiction, we believe this account should have been treated as self-exclusion attempt. As per your statement:

After the customer’s first request to close their account, we offered them the option of a cooling-off period or permanent Self-Exclusion, encouraged them to seek help, and asked them to confirm how they would like us to proceed. Their reply was: "No, I want to close it permanently." Accordingly, account closure was applied. As accounts do not reopen automatically, and we do not reopen them without a request, we complied fully with the customer’s wishes.

If the customer requested permanent account closure, I would like to ask why the self-exclusion has not been applied. If the support team knew about his detrimental gambling habits mentioned earlier, and you mentioned account closure can be undone by request, therefore when someone asks for permanent closure then self-exclusion sounds like the only option. We believe that when handling gambling addicts and account closure, empathy and proper training are paramount, for the support staff to be able to recognise issues and act accordingly. After reading through the responses in this thread, I believe the casino support staff has failed identifying the problem and incorrectly treated the player's request as a regular account closure.

In light of this information, I would like to ask 10bet Casino for the following:

• permanently close the account with no option for reopening in the future
• marking the account with a note "gambling addict, never reopen" or similar
• cease any and all marketing communication via e-mails and phone towards this player
• refund all the deposits (minus any withdrawals and winning) made after the reopening of the account

If needed, any and all sensitive information supporting your stance can be sent to me directly via e-mail at [email protected], and I will be more than happy to answer any questions you may have.

I know the casino is given 7 days to respond but since we are approaching that mark I would like to mention I haven’t heard anything from them.

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.

Dear Matej and ShadowDM,

Thank you for your replies and for giving us the opportunity to address this case further.

We would like to clarify the timeline and acknowledge where we could have handled the situation with greater empathy.

On the customer’s initial closure request in May, the account was closed as requested. At that time, we did not treat the request as a self-exclusion, and we recognize that clearer communication and greater sensitivity to the mention of gambling issues would have been appropriate.

In June, the customer contacted us again requesting to close their account permanently. At this point, we offered the customer the option of a cooling-off period or permanent self-exclusion, encouraged them to seek help, and asked them to confirm how they would like to proceed. The customer replied that they wanted the account closed permanently, and we complied. However, shortly after, the customer reached out again stating that their friend had requested the closure as a joke and asked for the account to be reopened. Based on that request, the account was reopened.

We fully agree that more empathy and situational awareness could have been applied. Since then, we have significantly improved our internal procedures and training to ensure that cases involving potential gambling-related issues are treated with the utmost care and responsibility.

After the account was reopened, the customer requested the account to be closed once again. Taking into account the previous interactions and the context, our team immediately applied a permanent self-exclusion, which cannot be lifted even at the customer’s request.

We can confirm that all necessary notes have been added to the account when the self-exclusion was applied, and the customer was excluded from all marketing communications.

Please rest assured that we take responsible gambling extremely seriously. We continuously train our representatives to handle such cases with empathy and diligence, and since this incident, we have strengthened our procedures even more. We have not received any similar complaints before or since this complaint.

We complied with our policies throughout the process by assisting the customer with account closure, deposit limits, and ultimately permanent self-exclusion. However, we acknowledge that our communication during the initial interaction could have been clearer and more empathetic, and we have already taken steps to ensure this moving forward.

Kind regards,

10bet

I would like to thank the 10bet Casino for joining the conversation, and providing exhaustive response. Much appreciated! :)

I have a question about the account closure done on the 22nd May. The closure confirmation has been followed by the player's next message sent on 23rd May at 6:04 AM UTC, stating the following:

I wish to close my account permanently 

I am gambling too much

It is also against my religion.

Please let me know when it is closed permanently.

Thank you 

Since this should have been considered as a proper self-exclusion request and clear statement of gambling addiction, I would like to ask why it was not acknowledged at the time, and the player was allowed to have their account reopened later on. I am aware of a KYC procedure happening after the above-mentioned message, but I am not sure whether it was completed successfully and what was the purpose. Thank you.

I am hoping this can be fairly resolved soon by having my deposits after the initial account closure in May refunded to me as requested by CasinoGuru. As an Ex-gambler who is now in recovery, I am very much looking forward to closing this chapter so I can continue on my recovery. Thank you all.

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.

I have messaged to every contact I was able to find, in hopes that the casino will respond before the timer runs off. Fingers crossed!

The casino representative has responded to my e-mail and is now investigating the details of this case. I have provided necessary information and asked additional questions, that should help us moving towards the resolution of this issue. Once I hear back, I will post an update here as well.

Dear Matej and ShadowDM,

Thank you for your patience on the matter.

We have reviewed all of the information and statements once more in great details and we have come to a conclusion that the right thing to do here, is to refund all the deposit the customer made after 10.06.2025 to the respective payment accounts/cards.

The refunds have already been processed and should be received by the customer shortly.

We hope that this is a satisfactory resolution for all parties and that we can consider the case closed.

We wish you all the best and should any questions arise, our customer support team remains available via email at [email protected].

Kind regards,

10bet

This is fantastic news! I would like to thank the 10bet Casino for reconsidering this case. Much appreciated. :)

Dear ShadowDM, please let us know once you receive the refund, and whether the case has been resolved to your satisfaction. Thank you.

Thank you all.

I have received the refunds that were sent thru Gigadat.

There was one deposit refunded to a visa debit card that I no longer have so I have emailed support asking for the $915 to be refunded via a different method.

I have now received all the refunds thru Gigadat. Everything is fully resolved.

much respect to Casino guru for having this platform and to 10Bet for participating in it.

Dear ShadowDM,

I am very happy to hear that your issue has been resolved, and would like to thank 10bet Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for the maximum protection it is recommended to have a trusted friend, or a family member to set the app's password in your stead.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru