Pribet Casino - A conta do jogador não é encerrada após solicitação de autoexclusão.

Hello,

On October 15, 2024, I requested a self-exclusion for one year because I am addicted to gambling.

The Pribet Casino then only closed my account for 30 days.

On December 1, 2024, my account was reopened.

I played there again on December 14 and 15, 2024, and lost 270 euros.

The account still hasn't been closed!

Hallo,

ich habe am 15.10.2024 einen Selbstausschluß für 1 Jahr beantragt, weil ich spielsüchtig bin.

Das Pribetcasino hat daraufhin mein Spielerkonto für nur 30 Tage geschlossen.

Am 01.12.2024 war mein Spielerkonto wieder geöffnet.

Ich habe dann am 14. und 15.12.2024 dort wieder gespielt und 270 Euro verloren.

Das Spielerkonto wurde immer noch nicht geschlossen!

Dear Mombas77,

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

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

• When was the last time you contacted casino customer support via email?
• Have you received any reply from them whatsoever?
• Do I understand correctly your account was previously blocked on November 1st?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, I wrote to Pribet by email on 15.12.2024 that my self-exclusion due to gambling addiction,

for 1 year, was not respected.

Before that, on December 14, 2024, it was written in the chat that I would like to be a little patient.

On October 31, 2024, I wrote another email to Pribet stating that my player account was still open, although I had requested self-exclusion for 1 year by email on October 15, 2024.

As a result, my player account was closed for 30 days from November 1, 2024 to November 30, 2024.

On December 1st, 2024 it was open again and I played and lost the 270 euros.

Hallo, ich habe am 15.12.2024 an Pribet per Email geschrieben, daß mein Selbstausschluß, wegen Spielsucht,

für 1 Jahr, nicht respektiert wurde.

Davor wurde am 14.12.2024 im Chat geschrieben, daß ich etwas geduldig sein möchte.

Am 31.10.2024 habe ich an Pribet noch einmal eine Email geschrieben, daß mein Spielerkonto immer noch offen ist, obwohl ich am 15.10.2024 den Selbstausschluß per Email für 1 Jahr beantragt habe.

Daraufhin war mein Spielerkonto vom 1.11.2024 bis zum 30.11.2024 für 30 Tage geschlossen.

Am 01.12.2024 war es wieder geöffnet und ich habe dann gespielt und die 270 Euro verloren.

Thanks for your reply.

Have you received any reply to your request for a refund of your deposits?

Have you contacted the casino again and asked for self-exclusion due to gambling problems again? With what result?

Please let me know.

Hello,

On December 15, 2024, I asked the casino again for a self-exclusion for 1 year due to gambling problems after my player account was closed on December 15, 2024 in the afternoon.

I then sent an email asking how long the player account would be closed for because it had not been mentioned beforehand.

I also wrote to Pribet that I had lost 270 euros because the player account was reopened after just 30 days.

I mentioned in the email that this loss is Pribet's fault.

I never received an answer.

Hallo,

ich habe am 15.12.2024 das Casino noch einmal um einen Selbstausschluß für 1 Jahr aufgrund von Glückspielproblemen gebeten, nachdem mein Spielerkonto am 15.12.2024 nachmittags geschlossen wurde.

Daraufhin habe ich in einer Email nachgefragt, wie lange das Spielerkonto geschlossen ist, weil es vorher nicht geschrieben wurde.

Ich habe Pribet auch geschrieben, daß ich 270 Euro verloren habe, weil das Spielerkonto schon nach 30 Tagen wieder geöffnet war.

Ich habe in der Mail erwähnt, daß dieser Verlust das Verschulden von Pribet ist.

Ich habe nie eine Antwort erhalten.

Thank you very much, Mombas77, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello Mombas77,

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 Pribet 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 Michal,

The player's account has been permanently closed and it will remain so. 

Kind regards,

Pribet Casino

Dear Pribet Casino,

apparently you didn't understand me!

The issue is that you reopened my player account after 30 days, although I clearly stated that it should be closed for 1 year.

It's about the period after the 30 days and I demand this entire loss back.

Otherwise it is a scam!

Liebes Pribet Casino,

anscheinend haben Sie mich nicht verstanden!

Es geht darum, dass Sie mein Spielerkonto nach 30 Tagen wieder geöffnet haben, obwohl ich eindeutig angegeben habe, dass es für 1 Jahr geschlossen werden soll.

Es geht um den Zeitraum nach den 30 Tagen und diesen gesamten Verlust verlange ich zurück.

Ansonsten handelt es sich um Betrug!

Dear Pribet Casino,

Can you shed some more light on the fact that the player's account was closed only for 30 days instead of 1 year?

Dear Michal,

Pribet Casino transferred the 270 euros to me today!

Thank you for your support!

Lieber Michal,

das Pribet Casino hat mir heute die 270 Euro überwiesen!

Vielen Dank für die Unterstützung!

Dear Mombas77,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru