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Hello, I am having an issue with the responsible gaming feature. Today, I ended up depositing another 311 USDT even though I should not have been able to. This is not the first time this has happened. I would like to recover my deposit because I had used the responsible gaming feature to prevent further deposits. Could you please assist me?

bonjour je rencontre un problème avec le jeux responsable aujourd'hui j ai encore plus déposer 311 usdt sachant que je ne pouvais plus déposer est cela n est pas la première fois j'aimerais récupérer mes dépôt car je j'avais utiliser le jeux responsable pour ne plus déposer. Pourriez vous svp maider

Dear Rebecca85,

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

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

• Could you please clarify when you received the notification about the refused deposit?
• Could you please explain what deposit limit was set to at the time you made the deposits? Was it altered in any way on your request?
• Have you contacted casino support and asked for an explanation? With what result?
• Have you asked casino support for a refund of the deposits already? With what result?

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

Hello, I still haven't deposited anymore despite the casino advising me on responsible gaming and despite this I haven't continued to deposit 311 USDT, I reported the problem to my manager and I will request a refund of the last deposits I am waiting for their returns

bonjour j'ai quand même plus déposer malgré que le casino m'a conseillé le jeux responsable est malgré cela j'ai plus continuer à déposer 311 usdt , j'ai signalé à mon manager le problème et je vais demander le remboursement des derniers dépôt j attends sont retours

I have not deposited another 311 USDT despite responsible gaming and now I am waiting for a response from the casino, I have all the screenshots

j ai plus déposer encore 311 usdt malgré le jeux responsable et maintenant j'attends une réponse du casino, j'ai toute les capture d écran

I deposited 311usd despite responsible gaming and it's not the first time

j'ai déposé 311usd malgré le jeux responsable et ce n est pas la première fois

I sent the screenshots of my deposit for an amount of 311 usdt, and yet I used responsible gaming

j'ai envoyé les capture d écran de mes dépôt pour un montant de 311 usdt , et pourtant j'ai utilisé le jeux responsable

Hello, the casino does not take responsible gaming seriously. It offers me money to play and keep my account, so as not to close my account.

bonjour le casino ne prend pas au sérieux le jeux responsable il me propose de l argent pour jouer est garder mon compte, pour ne pas fermer mon compte

Today he doesn't answer me anymore, I also reported my gaming problems in our conversation, he offers me money to play, but I can't close my account and recover my deposits, I still have all the conversations and I would like to recover the amount of 311usdt and close my account.

aujourd'hui il me reponde plus j'ai signalé aussi mes problèmes de jeux dans notre conversation il m offre de l'argent pour jouer , mais je ne peux pas fermer mon compte est récupéré mes dépôt, j'ai encore toute les conversation est je voudrais récupérer le montant de 311usdt est fermer mon compte.

Hello, this morning they contacted me by email, they asked me for my phone number which I gave and Olivier confirmed an appointment with the manager this morning at 11:30 am and of course he didn't call me, I doubt their seriousness because my account is still open...

bonjour ce matin il m ont contacté par mail, il m ont demandé mon numéro de téléphone que j'ai donné et Olivier m'a confirmé un rendez-vous avec le responsable ce matin à 11h30 et biensure il ne m à pas appeler, je doute de leurs sérieux car mon compte est toujours ouvert ...

I just received a response by email that they have just closed my account, but they have not paid me my deposit of 311usdt

je viens de recevoir une réponse par mail qu il viennes de fermer mon compte, mais il ne m ont pas payer mes dépôt d un montant de 311usdt

Hello, it was difficult to close my account, they forced me to set a limit for payments when I was talking about closing the account for my gambling problems, they offered me 150 euros in cash bonuses despite the fact that I insisted on being reimbursed and closing this account, they push players into their addictions, I have proof of what I say, I contacted the authorities to explain this EM situation, and there they reacted for this closure but to this day, they no longer answer me for the reimbursements that I requested, now I am waiting for their return

bonjour cela a été difficile de fermer mon compte il m ont imposer de faire une limite pour les paiements alors que je parler de fermeture de compte pour mes problèmes de jeux m ont offert 150 euro de bonus cash malgré que j'ai insisté pour être remboursé est fermer ce compte il pousse les joueurs dans leurs addiction j'ai les preuves de ce que je dit, j'ai contacté les autorités pour expliquer cette situation EM, est là il ont réagir pour cette fermeture mais à ce jours, il ne me répond plus pour les remboursement que j'ai demander, maintenant j'attends leurs retour

Hello I just found that Mandarin Gaming their licenses which are part of the 770 casino which is now closed with many complaints from players at the time

bonjour je viens de trouver que mandarin gaming leurs licences qui font partie du casino 770 qui est maintenant fermé avec beaucoup de plainte des joueurs à l'époque

Hello, I would like to send you a video from Telegram and screenshots of our conversations, the funds were deposited in cryptocurrency despite the responsible gaming which was withdrawn and not at my request, I used this feature because I have gaming problems that I had already reported several times. The account had already been closed in July for this reason but everything was reopened, so I used the function to ban myself until October 7th so on these dates I should no longer make a deposit but despite this I have not deposited any more, so on October 4th I asked my manager Oliver to close my account for my gaming problems and recovered my deposits which were accepted on these dates, at first he confirmed to me that his manager could honor my request if I closed my account, I insisted once again on this closure together with Olivier, but they forced me to set a limit and a bonus of 150 euros, while I am not asking for any of this, they advised me to contact the EM authorities. He does not respect the requests of his customers, my account was closed on October 7 because I contacted the authorities and today he no longer responds to any messages

bonjour j'aimerais vous envoyer une vidéo de Telegram et les captures d écran de nos conversations, les fonds ont été déposé en crypto monnaie malgré le jeux responsable qui a été retiré et non sur ma demande, j'ai utilisé cette fonctionnalité car j'ai des problèmes de jeux que j'avais déjà signalé plusieurs fois. Le compte avec déjà été fermer en juillet pour cette raison mais tout il a été reouvert, donc j'ai utilisé la fonction de m interdire jusqu au 7octobre donc à ces date je ne devais plus faire de dépôt mais malgré cela j'ai plus encore déposer, donc au 4 octobre j'ai demander à mon manager Oliver de fermer mon compte pour mes problèmes de jeux est récupéré mes depotes qui ont été accepté à ces dates, au début il me confirme que son responsable peux honoré ma demande si je ferme mon compte, j insiste encore une fois cette fermeture ensemble avec Olivier, mais il m'ont imposé de fixer une limite est un bonus de 150euro, alors que je ne demande rien de tout çà, ont ma conseillè de contacter les autorités EM. Il ne respecte pas les demande de leurs clients, mon compte a été fermé en date du 7 octobre car j'ai contacté les autorités est aujourd'hui il ne reponde plus à aucun message

I had already requested a closure and self-exclusion from them in July for my gambling problems but they reopened my account in September, since this reopening he has had another 1100 usdt deposit, if he really took responsible gaming seriously I would not have lost this money

j avais déjà demandé une fermeture et auto exclusion de chez eux en juillet pour mes problèmes de jeux mais il ont réouvert mon compte en septembre, depuis cette réouverture il a eu encore 1100 usdt de dépôt, si il prenais réellement le jeux responsable au sérieux je n'aurais pas perdu cette argent

Thanks for the reply, Rebecca85.

Please send me your self-exclusion request sent to the casino in July. My email is tomas@casino.guru

If you have the conversation that led to your account reopening, please send it to me in the form of screenshots, chat transcripts, or emails.

hello the casino follows our conversations now he plays on something else I send you all our last conversations that nothing holds up, and I also send you our conversation with Olivier on Telegram

bonjour le casino suis nos conversations maintenant il joue sur autre chose je vous envoie toute nos dernière conversation que rien ne tiens debout, et je vous envoie aussi notre conversation avec Olivier sur Telegram

Hello Toma, I used responsible gaming as indicated by my manager Olivier on October 4 and despite everything I still made more deposits, during this exclusion period the problem comes from the casino because I prove the amount deposited while I should not have made a deposit until October 7 and they accepted, it is clearly written in their terms and conditions that you can use take a break and they will ensure that no deposit is made,

bonjour toma j'ai utiliser le jeux responsable comme ma indiqué mon manger Olivier en date 4 octobre est malgré tout j'ai plus encore effectué des dépôt, pendant cette période d exclusion le problème viens bien du casino car je prouve les montant déposer alors que je ne devais pas effectué dépôt jusqu au 7 octobre et il ont accepté, il est bien écrit dans leurs termes est conditions que vous pouvais utiliser faire une pause et il ferons que aucun dépôt ne sois effectué,

I never asked the casino to lift responsible gaming I am sure they removed it so that I could still deposit.

je n'ai jamais demandé au casino de lever le jeux responsable je suis certaine qui l ont enlevé pour que je puis encore déposé.

I decided to contact the EM authorities and the casino reacted to this closure I found the license at the bottom of the site. Otherwise my was not closed

J'ai décidé de contacter les autorités EM et le casino à réagi à cette fermeture j'ai trouvé la license en bas du site. Sinon mon était pas fermé

Hello Toma, I am showing you that the casino itself violates the terms and conditions of responsible gaming. I have never asked the casino to lift responsible gaming, and I am sure that this comes from them because I am showing you the deposits made during the exclusion period. Thank you for your help.

bonjour toma je vous montre bien que le casino viol eux même les termes est conditions de jeux responsable, je n'ai jamais demandé au casino de lèver le jeux responsable, et je suis sûre que cela viennent d eux même car je vous montre bien des dépôt effectués pendant la période d exclusion, merci à vous pour votre aides

Dear Rebecca85,

thanks for your messages. I went over the provided evidence, however, I concluded we can't offer you help.

First, it's unclear whether your deposit limit was active or wasn't deactivated later at the time you made 311€ deposits. Based on the casino's explanation it's not conclusive that the casino ought to be responsible and award you a refund.

Second, from the communication you submitted, it's clear the casino wishes to keep you as a customer, which is acceptable from our point of view.

The casino is obligated to protect you from further gambling only after you inform them about a gambling problem. The player is only eligible for a refund after the self-exclusion due to gambling problems failing from our point of view.

Without evidence you informed the casino about gambling problems, we are powerless when confronting the casino.

Third, If you believe you should be protected I would recommend you ask the casino for a self-exclusion due to gambling problems.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Casinobet support/VIP,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (gambling problems or gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to your VIP manager or casino support email (you can send a copy to my email at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance for your reply.

Hello Toma, however it is quite clear that I could no longer deposit until October 7th. I do not agree with what you say because between these dates no deposit should have been accepted. Is this also responsible gaming?

bonjour toma pourtant il est bien claire que je ne pouvais plus déposer jusqu au 7 octobre je ne suis pas d accord avec ce que vous dites car entre ces dates aucun dépôt aurais dû être accepté, c est aussi le jeux responsable ?

Thanks for your message, Rebecca85, and for providing the necessary information. We'll try to find out why the limit didn't work and try to assist you further. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Thank you for your feedback, I would like you to contact the casino for more information, because a deposit restriction is also responsible gaming as written in their terms and conditions

merci de votre retour, j'aimerai que vous contacter le casino pour plus d informations, car une restrictions de dépôt est aussi un jeux responsable comme écrit dans leurs termes est conditions

Dear Rebecca85,

I'm Kubo, and I'll be handling your complaint from here on. I’m sorry to hear about the situation you’re facing, and I’ll do my best to assist you. If there have been any updates regarding your case since the last information you received, please feel free to share them with me.

Since Casino Bet hasn’t registered their representative account on our platform yet, they are unable to respond directly in this thread. However, I’ve contacted their representative through multiple channels regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.

Best Regards,

Kubo

Hello, thank you for your feedback, but for 15 days no response from the casino?

bonjour merci de votre retour mais depuis 15jours plus de réponse du casino ?

Thank you Mr. Kubo and I await your return.

je vous remercie monsieur le kubo est j'attends votre retour

Hello sir, the kubo casino no longer responds to my messages. Kind regards, Rebecca

bonjour monsieur Le kubo le casino ne répond plus à mes messages. Cordialement Rebecca

Hello, I just received a response from the casino and they told me that they would like to reimburse me 311 USDT. I am waiting to receive confirmation of the payment on my wallet, to confirm that I have received the money.

bonjour je viens de recevoir une réponse du casino est ils m ont dit qu il voulais bien me rembourser 311 usdt j'attends de recevoir la confirmation du payement sur mon portefeuille, pour confirmer que j'ai bien reçus l argent

Dear Rebecca85,

Thank you for the update! I'm pleased to hear that the casino has agreed to refund your deposits. As you mentioned, please let me know once you receive your refund.

Thanks again!

Hello today the casino no longer responds to my messages I sent our agreement by email but to this day I still have not been reimbursed they are not serious this has been going on for 1 month and no reimbursement

bonjour aujourd'hui le casino ne répond plus à mes messages j ai envoyé par mail notre accord mais à ce jour je n'ai toujours pas été remboursé il ne sont pas sérieux cela dure depuis 1mois est aucun remboursement

Hello sir I would like you to contact the casino, because I still have not received a refund, really a very bad experience, it still asks me to confirm my wallet for the financial service knowing that yesterday I already confirmed my wallet address. This again proves bad faith! Thank you for your help

bonjour monsieur j'aimerais que vous contacter le casino, car je n'ai toujours pas reçu de remboursement, vraiment une très mauvaise expérience, il me demande encore de confirmer mon portefeuille pour le service financier sachant que hier j ai déjà comfirme mon adresse de portefeuille. Cela prouve encore une mauvaise foi! Je vous remercie pour votre aide

Hello my refund has still not been processed, they have all the information! Thank you I would need your help please I sent by email to your address our conversations with the casino,

bonjour mon remboursement n as toujours pas été traité, ils ont toute les informations! Merci j'aurais besoins de votre aides svp j'ai envoyé par mail à votre adress nos conversations avec le casino,

Hello sir, the casino no longer responds and I have not received my refund.

bonjour monsieur le casino ne répond plus est je n ai pas reçu mon remboursement

Hello sir, to this day I still have not received my refund of 311s and I doubt the agreement, every day the financial department will soon process it, they told me end of week but still nothing! He is just trying to extend the complaint, and our agreement is still not processed

bonjour monsieur à ce jours je n'ai toujours pas reçu mon remboursement de 311s et Je doute de l'accord, tout les jours le service financier vas bientôt le traiter, il m ont dit fin de semaine mais toujours rien! Il cherche juste à prolonger la plainte, et notre accord n est toujours pas traité

Thank you sir, I am attaching our last conversation is still no payment

je vous remercie monsieur, je vous joint notre dernière conversation est toujours aucun paiement

Hello sir, I think that the casino does not intend to reimburse me, they tell me that the financial department will process it quickly, while I still have not received this reimbursement of 311 usdt. Thank you again for your help. Sincerely, Rebecca85

bonjour monsieur je pense que le casino n as pas l intention de me rembourser, il me disent que le service financier vas le traiter rapidement, alors que je n'ai toujours pas reçu ce remboursement de 311 usdt. En vous remerciant encore de votre aide. Cordialement Rébecca85

Dear Rebecca85,

According to the casino's response, your reimbursement is expected to be processed by the end of this week. If everything goes as planned, you should receive your refund next week.

I kindly ask for your patience during this time. Sending multiple emails to me or the casino may not expedite the process, and I assure you that I’m monitoring the situation closely. Additionally, there's no need to send duplicate screenshots, as I can view them in the thread.

Thank you for your understanding.

Hello sir, thank you for your reply, but if the casino would inform me of the deadlines! Because I was told other information, I find that not very polite, thanking you for informing me. Sincerely Rebecca85

bonjour monsieur merci pour votre réponse, mais si le casino m informerai des délais! Car à moi ont me dit des autres informations, je trouve cela pas très polis, en vous remerciant de m avoir informer. Cordialement Rebecca85

Hello sir, I have received my refund, thank you very much for your work, and I also wanted to thank casinobet for honoring this dispute in my favor, I apologize for my impatience and thank you for your seriousness in respecting the deadline.

bonjour monsieur j'ai bien reçu mon remboursement je vous remercie beaucoup pour votre travail , et je voulais remercier aussi casinobet d avoir honorer en ma faveur ce litige, je m'excuse de mon impatience et merci pour votre sérieux d avoir respecté le délai.

Dear Rebecca85,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best Regards,

Kubo