CampoBet Casino - A solicitação de devolução do depósito do jogador está atrasada.

I have been waiting for a response from Campobet Casino for about half a year to my request to return my deposits and have received vague answers and I have these emails saved, so I have asked them a question but I have not received an answer. And my question has been whether I am entitled to a return of my deposits because they had knowledge of my gambling addiction when I played with them. So I have been banned from Light Casino and Zulabet Casino, which are their sister casinos. I also have a ban from Betinia Casino. So I have all these blocked but I would like to ask you to help me with this Campobet question. So they have been processing the matter in the responsible gambling section for about half a year. If you can help, the matter may be easier to handle but such a question

Olen noin puolen vuoden ajan odottanut vastausta campobet casinolta talletusteni palauttamispyyntöäni ja sieltä tullut epämääräsiä vastauksia ja minulla nämä sähköpostit tallessa eli olen esittänyt heille kysymyksen mutta en ole siihen saanut vastausta. Ja kysymykseni on ollut siis se että olenko oikeutettu talletusteni palauttamiseen koska heillä ollut tieto peliriippuvuudestani kun pelasin heillä. Minulla siis on ollut kielto lightcasinolle sekä zulabet casinolle jotka heidän sisarcasinoita. myös betinia casinolle minulla pelikielto. Eli siis kaikkiin näihin minulla estot mutta pyytäisin teitä auttamaan tässä campobet kysymyksessä. Heillä siis asia käsittelyssä ollut vastuullisen pelaamisen osiossa tuon noin puoli vuotta. Jos pystytte auttamaan niin asia ehkä helpommin käsiteltävissä mutta tällainen kysymys

Dear piippanen,

Thank you very much for submitting your complaint. I’m sorry to hear about the prolonged delays and the vague responses you’ve received from CampoBet Casino’s responsible gambling team.

To help us assess your case, could you please provide:

1. The dates and amounts of the deposits you’re requesting back.
2. Copies of your email exchanges with Campobet Casino (including any auto-replies or bounced messages).
3. Any documentation or evidence showing that you informed the casino of your gambling addiction (for example, messages, pop-up notifications, or support tickets).

You can forward these documents and communications directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I sent copies.

lähetin kopioita

Hi piippanen,

Thank you for your continued communication. To ensure we have a clear understanding of your case, I’ve compiled the following timeline based on the information you've provided. Could you please confirm whether this is accurate?

• 11 January – You contacted the casino regarding your gambling problem.
• 17 February – You followed up on the development of your request. The casino replied, stating they had changed ownership and no longer had access to previous records.
• 14 March – You contacted the casino again to ask for any updates.
• 7 April – Another follow-up message was sent by you.
• 21 April – The casino responded, stating that your request was forwarded to a specialized department.

• Please confirm if this timeline correctly reflects the events.
• Also, we noticed that the only mention of your gambling problem was made on 11 January. To better support your case, do you have any evidence showing that you have self-excluded from other casinos under the Malta Gaming Authority (MGA) due to gambling-related issues?

This information could help us understand the broader context and assist you more effectively.

The one from January 11th was just a response from them that my question had already been forwarded to the relevant department, meaning I had already made a request about it before and they were still processing it? I have also asked in the chat a few times and they said the same thing, meaning the matter was being processed and I think that the fact that they had a change of owner does not affect the matter in any way. Otherwise, the timeline is correct. The Maltixlimited company is mostly what I meant by those casinos with an MGA license, meaning I had already been banned from playing with them due to my addiction before I played with Campobet. So I would like an answer from them because it has been processed for so long..

Tuo 11 tammikuulta oli heiltä vain vastaus siihen että tuo kysymykseni on jo aiemmin välitetty vastaavalle osastolle eli jo aiemmin olen tehnyt kyselyn siitä ja heillä siis edelleen se käsittelyssä? Olen myös chatissa kysyllyt muutamaan kertaan ja he sanoneet samaa eli asia käsittelyssä ja luulen että tuo että heillä ollut omistajan vaihdos ei vaikuta asiaan mitenkään. Muuten aikajana oikein. Maltixlimited yhtiö on lähinnä se mitä tarkoitin tuolla mga lisenssin omaavilla casinoilla eli minulla siis ollut jo pelikielto riippuvuudestani johtuen heille ennen kuin pelasin campobetilla. Eli vastauksen heiltä haluaisin koska ollut jo niin kauan käsittelyssä..

Hi piippanen,

To further assist in your case, could you please provide a copy of your cashier history from January 2025? This should include all visible deposits and withdrawals during that period. Such documentation will help us better understand your account activity and support your claim.

Please send the requested documents to petronela.k@casino.guru at your earliest convenience.

Unfortunately I don't have a copy of the payment history, I would just like an answer to this question from them. I will also send proof from that Betinia casino thread.

Valitettavasti minulla ei ole kopioita maksuhistoriasta ainostaan nyt haluaisin heiltä vastauksen tähän kysymykseen. Lähetän vielä todisteen tuosta Betinia casinon viestiketjusta

Thank you very much, piippanen, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear piippanen,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the CampoBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear CampoBet Casino,

Could you please provide detailed information regarding this case and share your perspective on the player’s eligibility for reimbursement of the deposits made during the period in which his account should have been closed, following an explicit self-exclusion request citing a gambling problem?

Thank you in advance for your cooperation and response.

Best Regards,

Kubo

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 piippanen,

I would like to sincerely apologize for the lack of attention to your complaint, especially given that the response deadline has long expired and no reply has been received from the casino. Unfortunately, due to a recent sick leave, I was unable to actively engage with the casino representatives and address the situation in a timely manner.

Since the casino's last activity on our forum dates back nearly two months, it's possible there may be an issue on their end - either with accessing their representative account or receiving our notifications.

According to our standard procedure, the next step would be to close the complaint as unresolved due to the casino’s lack of response. However, I understand that this would not bring you any closer to resolving your issue. That’s why I’ve decided to reach out directly to our contact at the casino and am currently awaiting their reply.

In the meantime, if there have been any new developments or updates from your side since your last message, please don’t hesitate to share them.

I apologize for the inconvenience caused and truly appreciate your understanding and continued patience.

Hey! Haven't heard anything from them yet.

Hei! Mitään ei ole kuulunut heidän puolelta vieläkään

Dear piippanen,

Unfortunately, it appears that the casino representative remains unresponsive at this time. However, please rest assured that we have escalated the matter internally and are actively working to identify an alternative point of contact in order to move this case forward.

As a final measure, I will be extending the response timer once more to allow additional time for the casino to engage. Without their cooperation, we are unable to proceed effectively, and any further efforts would likely be unproductive.

I sincerely appreciate your continued patience and understanding, and I truly apologize for the ongoing inconvenience.

Dear All,

We acknowledge receipt of the complaint and will review the details. We will get back to you as soon as possible.

Kind regards,

Campobet team

Dear All,

Please be informed that Maltix Limited assumed ownership of Campobet on 31/01/2022, and we have no records of the customer under our brand. Therefore, we are unable to locate the customer's data and consider their refund request.

Kind regards,

Campobet team

Dear piippanen,

To be honest, I’m a bit unclear about the specifics of your case and what exactly you are requesting from the casino.

Just to clarify - are you requesting a refund of deposits made before January 31, 2022, which is when the casino’s ownership changed? Up until now, I was under the impression that your old account had been reopened. However, according to the information provided by the casino, they have found no record of an account registered with the email address and username you entered when submitting the complaint on our platform.

Could you please clarify this so we can better understand the situation and assist you accordingly?

Thank you in advance for your help.

There was a strange response from the casino that they couldn't find my information, but I have received messages back that the matter is being reviewed and I am pretty sure that I played at the same time at Campobet casino and Betinia casino, meaning they were under the same ownership at the time. Yes, my information should be found there. My account has not been reopened in any way, but I should not have been able to register and play at this casino at all due to the information they have about my gambling addiction. That is why I am asking for compensation for my losses

Oli kyllä erikoinen vastaus casinolta etteivät löydä tietojani kun kuitenkin olen saanut takaisin viestejä,että asia tarkistuksessa ja olen kyllä aika varma,että olen pelannut samaan aikaan campobet casinolla kuin myös betinia casinolla eli samassa omistuksessa ovat olleet silloin. Kyllä tietoni pitäisi löytyä sieltä. Tiliäni ei mitenkään ole avattu uudelleen vaan minun ei olisi pitänyt ylipäätään onnistua rekisteröitymään ja pelaamaan tällä casinolla johtuen heillä olevasta tiedosta minun peliriippuvuudestani siis. Siksi pyydän hyvityksiä häviöistäni

Dear CampoBet Casino,

Could you please clarify the situation in more detail? When you mention "no records," are you referring to the absence of any previous self-exclusion, or is there no record of the player’s account at all?

Thank you for your assistance.

Dear piippanen,

Do you happen to recall the exact date or approximate period when you created your account at CampoBet Casino?

Thank you!

just the certainty that I have played on this site and my information should be found. Unfortunately I don't remember the exact date but it would be good to have clarity on this matter now, whatever the decision.

ainoastaan varmuus siitä että olen pelannut tällä sivustolla ja tietoni kyllä pitäisi löytyä. Tarkkaa ajankohtaa en valitettavasti muista mutta selvyys nyt olisi hyvä saada tähän asiaan oli päätös mikä hyvänsä.

Dear Kubo,

There's no record of the player's account and their activity since 31/01/2022, when Maltix Limited assumed ownership of Campobet.

Kind regards,

Campobet team

However, I would like to clarify, even after that date, whether you were aware of my gambling addiction when I played on your site. That is, before you took over the ownership of maltix limited.

Haluaisin kuitenkin selvitykseen vaikka tuon päivämäärän jälkeen sanotte tilanteen olevan tuo sen, että oliko teillä tieto peliriippuvuudestani kun pelasin teidän sivustollanne. Eli ennen kuin siirryitte maltix limitedin omistukseen

Dear piippanen,

After a thorough review of your case and all the surrounding circumstances, I must unfortunately inform you that we are unable to uphold the investigation any further.

From the beginning, your claims have been somewhat unclear. As previously mentioned, we were initially under the impression that your account had been reopened following a previously applied permanent self-exclusion. However, your complaint actually concerns the ability to register a new account at Campobet Casino approximately three or more years ago, despite disclosing a gambling problem at some of its sister casinos.

While we understand your concerns, it’s important to note that the casino has since changed ownership and licensing authority. Furthermore, you have not provided any concrete evidence of a prior self-exclusion, nor have you given an exact registration date or any other verifiable information that would allow us to move forward with the investigation.

Given the lack of critical details and the significant amount of time that has passed since the alleged events, we regret to say that we are unable to assist you with this issue. Had the complaint been brought to us back in 2021 or 2022 when the situation was still fresh, we may have been able to investigate and potentially reach a conclusion. Unfortunately, based on the limited information and evidence currently available, we have no choice but to close the case without further action.

I understand this is not the outcome you were hoping for. But please understand that we are not able to reconstruct past events without sufficient detail, and we cannot act on assumptions alone.

Thank you for your understanding. I'm truly sorry I couldn't offer a more favorable resolution this time. Should you experience any further issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to help.

Best Regards,

Kubo