Casinobet Casino - L'account del giocatore è stato riaperto dopo una richiesta di autoesclusione.

Hello,

I would like to file a complaint against Casinobet Casino.

Here's what happened:

I registered and played at the casino as normal.

After a while, I formally and correctly excluded myself from the game due to gambling addiction. I also stated that the ban should be indefinite.

The casino initially informed me of limitations on its platform. However, I declined and requested indefinite self-exclusion due to gambling addiction, as the platform offers very weak player protection measures. I also provided my name and date of birth. I wrote the email from the account I use to register at the casino.

The account was then closed, but later reopened. I deposited again, won, and deposited even more.

I would like to point out that I have NOT opened a new account.

I contacted the casino again and once more requested an indefinite self-exclusion. My account is now also blocked. I have also requested a refund of my deposits minus my withdrawals.

The casino never contacted me again after that.

I have both my deposit history and my proper self-exclusion applications as evidence.

I hope the Casino Guru team can help me with this matter.

Kind regards and many thanks

Hallo,

ich würde gerne eine Beschwerde gegen das Casinobet Casino einreichen.

Folgendes ist passiert:

Ich habe mich im Casino regulär angemeldet und gespielt.

Nach einer Weile habe ich mich formal korrekt vom Spiel ausgeschlossen aufgrund von Spielsucht. Ebenfalls habe ich angemerkt, dass die Sperre unbefristet gelten soll.

Das Casino hat mich zuerst auf Limitierungen auf der Casinoplattform hingewiesen. Ich habe jedoch abgelehnt und um einen unbefristeten Selbstausschuss aufgrund von Spielsucht hingewiesen, da auf der Plattform nur sehr schwache Spielerschutzfunktionen verfügbar sind. Ebenfalls habe ich meinen Namen und mein Geburtsdatum genannt. Die Email habe ich von dem Account geschrieben, mit dem ich auch im Casino angemeldet bin.

Der Account war dann auch geschlossen, wurde jedoch wieder eröffnet. Ich hatte erneut eingezahlt, gewonnen und noch mehr eingezahlt.

Ich möchte anmerken, dass ich KEIN neues Konto eröffnet habe.

Ich habe erneut Kontakt mit dem Casino aufgenommen und erneut einen unbefristeten Selbstausschuss verlangt. Meine Konto ist mittlerweile auch blockiert. Ebenfalls habe ich um eine Rückünerweisung meiner Einzahlungen minus meiner Auszahlungen gebeten.

Das Casino hat sich daraufhin nicht mehr bei mir gemeldet.

Ich habe sowohl meine Einzahlungshistorie als auch meine ordnungsgemäßen Selbstausschussanträge als Beweise vorliegen.

Ich hoffe, das Casino Guru Team kann mir in dieser Sache weiterhelfen.

Mit freundlichen Grüßen und vielen Dank

Important notice:

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly was your account reopened?
• How did you find out that your account was accessible again? Did you request the reopening yourself, or did the casino inform you by email that they had reopened it?
• Is your account currently closed?
• How did the casino react after you raised the issue regarding your account being reopened?

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

Best regards

Veronika

Hello,

I don't know exactly when my account was reopened. It suddenly became active again. I went to the website and saw that the account was open again. My account is currently closed. The casino reacted by closing the account again. Unfortunately, I haven't heard anything from the casino since, including regarding a refund.

Originally, I wanted to attach the additional information as an email, but I could only attach a maximum of 5 images.

Hallo,

wann genau mein Konto wiederereöffnet wurde weiss ich leider nicht. Das Konto war plötzlich wieder aktiv. Ich bin auf die Webseite gegangen und habe gesehen dass das Konto wieder geöffnet war. Mein Konto ist derzeit geschlossen. Das Casino hat reagiert indem sie das Konto dann erneut geschlossen haben. Leider höre ich von Casino nichts mehr, auch bezüglich einer Rückerstattung.

Ursprünglich wollte ich die weiteren Infos noch als Mail anhängen, ich konnte jedoch maximal 5 Bilder anhängen.

Please forward me all the additional communication that could be relevant to the investigation of your case at [email protected]. Preferably, please forward me the original emails, not just screenshots. Thank you for your cooperation.

Hello,

I have submitted all the necessary evidence via email.

Greetings and have a nice weekend!

Thank you!

Hallo,

ich habe alle erforderlichen Beweise per Mail übermittelt.

Grüße und ein schönes Wochenende

Vielen Dank!

Dear Samsam213

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Samsam213,

I am sorry to hear about your problem with Casinobet Casino.

I will now try to contact a Casinobet Casino representative via email. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Casinobet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Hello Igor,

thank you very much for your help.

I have already contacted the casino again by email, but unfortunately I have not received a response yet.

Greetings

Hallo Igor,

vielen Dank für deine Hilfe.

Ich habe das Casino bereits selbst erneut per Mail kontaktiert, aber bis jetzt leider keine Rückmeldung bekommen.

Grüße

Hello everyone,

I would like to inform you that I have managed to get in touch with a casino representative outside of this thread.

They’ve asked me to provide some information, which I did.

Hopefully, they will reply soon and provide more updates regarding this complaint.

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 Samsam213,

I have repeatedly tried to contact Casinobet Casino, but after the initial response, I have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Casinobet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at [email protected].

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor