FeliceBet Casino - Jogador solicita reembolso após autoexclusão.

hall,

On Tuesday, I submitted a self-exclusion request due to my gambling addiction. I contacted live chat but received no help; instead, I was told to send an email to the relevant department. I did this immediately. Unfortunately, I received no response and deposited €1025 the following day! I contacted live chat again and sent another email to the specified department!

I want my money back!!!

hall,

ich habe am Dienstag einen Antrag auf selbstausschluss wegen meiner Spielsucht gestellt . Ich habe den livechat kontaktiert und mir wurde nicht geholfen sondern nur mitgeteilt, dass ich eine email an die Fachabteilung schicken soll. Dies habe ich umgehend getan. Ich habe leider keine Antwort erhalten und habe am folgetag 1025 Euro eingezahlt ! Ich habe den livechat wieder kontaktiert und nochmals eine Mail an die angegebene Fachabteilung geschickt !!!

Ich will mein Geld zurück !!!

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 this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Self-Exclusion Policy and this is what I have found:

1.1. Self-Exclusion

- You have the option to self-exclude yourself from FeliceBet.

- To self-exclude send an email to customer service at customercare@felicebet.com 

- Please allow us up to 10 business days for actioning self-exclusion requests

- To revoke a self-exclusion restriction, you may contact Customer Support.

- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion. 

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

I used the same email address as above and explicitly requested that it be blocked and deleted immediately, as I am a gambling addict.

I didn't have to go through KYC verification.

Hallo,

ich habe die selbe Email Adresse wie oben benutzt und explizit darum gebeten sofort zu sperren und löschen, da ich spielsüchtig bin

ich musste keine kyc Verifizierung durchlaufen .

I have one more question, please:

Despite the gambling addiction, does the casino still have 10 working days to block the account?

That's at least 14 days if there are no public holidays in between!

Is this legally correct?

eine Frage habe ich noch bitte:

trotz Spielsucht hat das Casino dann noch 10 Werktage Zeit das Konto zu sperren ?

Das sind ja mindestens 14 Tage falls keine Feiertage dazwischen liegen !

ist dies rechtlich korrekt ?

Hello,

I received a message today from an advisor offering me great deals if I cancel my account closure request. I already wrote to the advisor yesterday explaining that I'm a gambling addict and that I want my account blocked and deleted.

Hallo,

ich wurde heute von einem Berater angeschrieben und mir wurde angeboten, dass ich tolle Angebote erhalte wenn ich den Antrag auf Kontoschliessung storniere. Ich habe dem Berater gestern noch geschrieben, dass ich spielsüchtig bin und das Konto gesperrt und gelöscht werden soll.

Dear player,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.

Additionally, could you please attach receipts of your deposits as well?

Further, do I understand correctly that you still have access to your account?

Thank you for your patience and cooperation.

Hello,

I have now forwarded all the emails to you and sent screenshots of the transaction list.

Yes, I still have access to my account. Nothing happens after the VIP advisor writes.

Hallo,

Ich habe Ihnen die ganzen Emails jetzt weitergeleitet und Screenshots von der Transaktionsliste zugeschickt.

Ja, ich habe immer noch Zugriff auf mein Konto. Es passiert auch nichts, nachdem der VIP-Berater geschrieben hat.

Hello, the account was blocked earlier today, and I was still able to make deposits!

Hallo, das Konto wurde vorhin gesperrt und ich konnte heute noch Einzahlungen vornehmen !!

Dear player,

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, Michal (michal.v@casino.guru). 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,

Attila

Hello andreastueker,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear FeliceBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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 Manuel1718,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.v@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal V