Casobet Casino - O pedido de encerramento da conta do jogador permanece sem solução.

Hello,

I have sent several emails to the casobet support email. My account should be closed, as they told me in the chat, I have no answer and my account was not closed. Since I have a problem, this was the only way to stop playing. Which did not happen and I bet several times again. Please help to get the amount refunded.

Thank you

Здравейте,

Пускала съм няколко мейла на съпорт мейла на casobet. Да ми бъде закрит акаунта, така както ми бяха казали чата, нямам отговор и не беше закрита сметката ми. Понеже имам проблем, това беше единственият начин,за да спра да играя. Което не стана и заложих няколко пъти отново. Моля да помогнете сумата да бъде възстановена.

Благодаря

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 does that, do not share any information.

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.

Dear Player,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Hello,

Could you please check your email, it says it's invalid.

Thank you

Здравейте,

Бихте ли провери мейла си , дава ми че е невалиден .

Благодаря

Hello,

I managed to terminate the email I wrote as proof.

Thank you

Здравейте,

Успях да прекратя мейла, който съм писала за доказателство.

Благодаря

Dear Player,

thank you for your messages.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. 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 Casobet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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 support@casobet.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Attila

Hello,

Yes, I didn't mention that I had an addiction, but I clearly and precisely asked to be excluded forever.

After that, I get emails from them about other issues.

Thank you

Здравейте,

Да , не съм споменала, че имам зависимост, но ясно и точно поисках да ме изключат завинаги.

След това имам мейли от тях по други въпроси.

Благодаря

I appreciate your understanding regarding the situation and want to clarify our position on the matter. I recognize that it may feel as though the casino has not adequately protected you, however, we require the self-exclusion request in which you acknowledged your gambling addiction in order to request a refund.

Regrettably, at this stage, we can only assist you with the account closure. If this is something you would like to proceed with, please refer back to my previous message and follow the outlined instructions. If not, I will need to close this complaint. Thank you for your understanding and cooperation.

Dear Nnnncccddd,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of Nnnncccddd. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you please update us on the current status of your account?

Thank you in advance for your reply.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Attila

Casino.Guru