Pribet Casino - O pedido de encerramento da conta do jogador foi ignorado.

Good morning, I tried to close my PriBet account at least six times from January to March, declaring my gambling addiction each time. Pribet ignores every email, telling me I need to forward them my card details.

On top of that, they keep sending me promotional offers as if nothing had happened. They're completely mocking us sensitive gamers.

I haven't played for a while now, but I'd like to report them and request a refund. I have several email conversations, which I'm starting to attach.

I find all this unfair.

Could you help me?

Buongiorno, ho cercato di chiudere il mio conto PriBet da Gennaio a Marzo almeno 6 volte dichiarando la mia dipendenza da gioco d'azzardo ogni volta. Pribet ignora ogni mail rispondendomi che devo inoltrare loro i dati delle mia carta.

Oltre a questo continua ad inviarmi offerte promozionali come se nulla fosse. Si prendono completamente gioco di noi giocatori sensibili.

Adesso è da un po' che non gioco ma vorrei denunciarli e richiedere un rimborso. Ho a disposizione molte conversazioni mail che inizio ad allegare.

Trovo ingiusto tutto questo

Potreste aiutarmi?

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 Aabbaa,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’ve experienced.

Thank you for sharing the initial details and for attaching the screenshots. Based on what I can see so far, it appears that on 26.1. you informed the casino about your gambling problem, and on 30.1. they responded by requesting verification documents. To better understand the full context and assess whether there was a failure in handling your self-exclusion request, I would like to ask you a few additional questions:

• Could you please confirm whether you completed the verification process requested by the casino?
• Is your account currently still active and accessible?
• Were all your self-exclusion requests sent from your registered email address linked to your casino account?
• Did the casino ever explicitly confirm the closure or self-exclusion of your account at any point?
• Have you made any deposits or played after your initial request on 26.1.? If yes, please specify when.

If it is more convenient for you, you may forward all relevant communication and documents 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

I have not completed any verification procedure as they never asked me to.

I believe the account is active but I had to turn to external people in moments of desperation to change the passwords

I have sent 7/8 self-exclusion requests via email using the same email address linked to the account.

The casino never confirmed the request, in fact it always asked me for bank proof despite clear and explicit emails.

Yes I have made a few deposits, I think 3 times between February and April

I ask for your help against these criminals.

Non ho completato nessuna procedura di verifica poiché non me l'hanno mai richiesta

L'account credo sia attivo ma mi sono dovuto rivolgere a persone esterne in momenti di disperazione per cambiare le password

Ho inoltrato 7/8 richieste via mail di autoesclusione con la stessa mail collegata all account

Il casino non ha mai confermato la richiesta anzi mi ha sempre chiesto prove bancarie nonostante mail chiare ed esplicite

Si ho effettuato qualche deposito, credo 3 volte tra Febbraio e Aprile

Chiedo il vostro aiuto contro questo criminali

These are just a few of the many ignored emails.

Help me

Questi sono solo alcuni delle tante mail ignorate.

Aiutatemi

Good morning, could you help me?

Buongiorno, potreste aiutarmi?

Hi Aabbaa,

Based on the screenshots you have provided (including the one above), it appears that the casino did respond to your request by asking you to submit verification documents in order to proceed further. Specifically, they requested identification and proof of address before processing your account closure.

To make sure we fully understand the situation, I would like to summarize the timeline based on the evidence we have:

• 26.01.2026 – You informed the casino about your gambling problem
• 30.01.2026 – The casino replied requesting verification documents
• 10.02.2026 – The casino followed up asking for the reason for account closure

Could you please confirm if this timeline is correct?

From what we can see so far, the casino’s position seems to be that identity verification was required before proceeding with the closure of your account. This is also reflected in the screenshot you forwarded to us, where they explicitly ask for documents to process your request.

That said, I understand your concern, especially regarding the repeated requests and the fact that you continued receiving promotional emails after declaring a gambling problem.

To assess this properly, I would like to kindly ask you to clarify:

• Did you at any point explicitly refuse to provide the requested documents?
• Were you informed that the account could not be closed without completing verification?

Thank you in advance.

Good morning, Pribet Casino asked me several times if I was sure of my choice despite having communicated my gambling addiction for over three months. They even responded the same way several times without ever closing my account, and they even calmly sent me promotional offers.

I never refused to provide the documents and with their emails they made it clear that the account could not be closed.

I FIND ALL THIS VERY SERIOUS AND UNACCEPTABLE

They violated every right and law protecting the players.

Help me

Buongiorno, il casinò Pribet mi ha richiesto più volte se io fossi certo della mia scelta nonostante avessi comunicato per oltre 3 mesi la mia dipendenza da gioco d'azzardo, hanno risposto addirittura più volte allo stesso modo senza mai chiudere l'account e oltre a ciò inviavano tranquillamente offerte promozionali.

Non ho mai rifiutato di fornire i documenti e con le loro mail hanno fatto intendere che il conto non poteva essere chiuso.

TROVO TUTTO CIO' GRAVISSIMO E INACETTABILE

Hanno violato ogni diritto e legge a tutela dei giocatori.

Aiutatemi

Dear Aabbaa,

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, Munya (munya.s@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.

Dear Aabbaa,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Pribet Casino to join this conversation and assist in addressing the complaint.

Dear Pribet Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

I look forward to your reply guys

Attendo con ansia una risposta ragazzi

Dear Munya,

Thank you for your patience.

We would like to advise that the player's account has been previously excluded and that the player does not have any access to it.

We hope this brings clarity regarding this matter.

Kind Regards,

PriBet Casino

Pribet Casino

I would appreciate it if you could clearly confirm the exact date on which the player’s account was ultimately closed.

Thank you in advance for your cooperation.

If Pribet ever closed my account, it would have been at least three months after my first self-exclusion request. I find this disrespectful and shameful.

Se mai Pribet avesse chiuso il mio account sarà stato almeno 3 mesi dopo la mia prima richiesta di autoesclusione. Trovo tutto ciò irrispettoso e vergognoso.

Dear Munya,

We would like to note that in order for a self-exclusion request to be processed successfully, the request itself needs to be properly formatted and sent to the designated email. This process needs to be followed so that a player's request can be carefully reviewed by our relevant team. Once the player mentioned their gambling related problem, they were redirected to submit an email to the designated email address.

Furthermore, we would like to state that after the player submitted their self-exclusion email, their account was permanently excluded as requested.

We hope to have been of assistance.

Kind Regards,

PriBet Casino

I am truly speechless.

FORMATTED APPROPRIATELY?

I HAVE SENT MORE THAN 10 EMAILS CLAIMING THAT I SUFFER FROM GAMBLING ADDICTION AND ASKING FOR MY ACCOUNT TO BE CLOSED IMMEDIATELY.

What needs to be formatted?

You closed my account only after 4 months, after the complaint.

Shame on you

Sono veramente senza parole.

FORMATTATA IN MODO APPROPRIATO?

HO INVIATO PIÙ DI 10 MAIL AFFERMANDO DI SOFFRIRE DI DIPENDENZA DA GIOCO D'AZZARDO E CHIEDENDO L'IMMEDIATA CHIUSURA DEL CONTO.

Cosa bisogna formattare?

Mi avete chiuso il conto solo dopo 4 mesi, dopo il reclamo.

Vergognatevi

I trust Casino Guru

Confido in Casino Guru

Pribet Casino

Thank you for your response and for clarifying the process for requesting self-exclusion. However, I would still be grateful if you could confirm the exact date on which the player’s account was closed. Your cooperation in this matter is greatly appreciated.

It took them at least 100 days. I sent the proof.

Help me

Hanno impiegato almeno 100 giorni. Ho inviato le prove.

Aiutatemi

Aabbaa

I want to assure you that this issue is handled with fairness in pursuit of a just resolution. In the interim, I will maintain the response timer on the casino, as the information I requested from them is essential in the resolution of this matter. Thank you for your understanding.

Thank you so much Munya.

I trust in you

Grazie mille Munya.

Confido in voi

Dear Munya,

Thank you once again for your patience.

We would like to clarify the timeline of events. As soon as the player reached out to our customer support team to request account exclusion, our agents immediately proceeded to aid the player by advising them on how to initiate the procedure and redirecting them to the designated email address so that the request can be handled with the utmost care and efficiency.

Once the player sent their request to the designated email address, they were asked to provide proof of their identity so that their account ownership could be validated and personal data protected. Given that the player themselves confirmed in this thread that they had provided their account credentials to a third-party, we had to ensure with absolute certainty that the account exclusion request was coming from the account creator and not a third-party with questionable right of access to the account.

Rather than providing their cooperation in this process, the sender of the account exclusion requests (currently not confirmed to be the complainant) only expressed their dissatisfaction with the services we provide and made threats to escalate the matter. Each subsequent time they reached out to our customer support team via chat or email to request the exclusion of the account, they were advised to contact the designated email address in order to proceed further. Unfortunately, the lack of cooperation slowed down the account exclusion process and prolonged the handling of the request.

We also have to note that although the player’s account remained active, due to the lack of cooperation during the exclusion process, our Terms and Conditions state that the player remains solely responsible for all activity on their account during the time frame of the account exclusion process.

We hope to have provided clarity on the matter.

Kind Regards,

PriBet Casino

So many lies. Let's clear things up.

I have always contacted your dedicated email address.

Any betting site closes your account after a clear indication of gambling addiction. I've sent more than 10 emails in recent months and contacted live chat at least 15 times.

Each time you told me that the request was being processed, only to wait a while and then ask me via email for protected and personal data.

THE FAILURE TO COOPERATE WAS ON YOUR PART.

You never closed the account despite everything BUT YOU DID SO ONLY AFTER I CONTACTED CASINO GURU.

SHAME

How dare you question my identity? I've always written and communicated with the same account and email address, and I have plenty of proof.

you have violated various legal codes

You only got it after my complaint

You've been fooling me both via email and live chat.

Munya I hope you can help me against this injustice

Quante menzogne. Facciamo chiarezza

Ho sempre contattato il vostro indirizzo mail dedicato.

Qualsiasi sito di scommesse chiude l'account dopo una chiara comunicazione di ludopatia. Ho inviato più di 10 mail in questi mesi e contattato la live chat almeno 15 volte.

Ogni volta mi dicevate che la richieste era in elaborazione per poi fare passare del tempo e chiedermi via mail dati protetti e personali.

LA MANCATA COLLABORAZIONE È STATA DA PARTE VOSTRA.

Non avete mai chiuso l'account nonostante tutto MA LO AVETE FATTO SOLO DOPO CHE HO CONTATTATO CASINO GURU.

VERGOGNA

Con che coraggio mettete in dubbio la mia identità? Ho sempre scritto e comunicato con lo stesso account e con la stessa mail e ho tantissime prove.

avete violato vari codici legali

Avete avuto solo dopo il mio reclamo

Mi avete preso in giro sia via mail che in live chat

Munya spero tu possa aiutarmi contro questa ingiustizia

Pribet Casino

Thank you for your response and the additional clarification provided. I have taken note of the points raised. However, for the sake of clarity and a fair assessment of the case, I would greatly appreciate a timeline including the exact date the player’s account was closed, together with any available confirmation or supporting proof. This information will greatly assist in progressing the resolution of the matter.

I attach further evidence from the past 3/4 months.

PriBet completely inconsistent.

Received several bonus offers despite desperate closure emails, even in English.

Allego ulteriori prove dei 3/4 mesi passati.

PriBet completamente incoerente.

Svariate offerte di bonus ricevute nonostante mail disperate di chiusura, anche in inglese.

SHAMEFUL

Here's how they help people who clearly state they have a gambling problem.

VERGOGNOSI

Ecco come aiutano la gente che dichiara chiaramente un problema col gioco d'azzardo

I hope these screenshots can further clarify pribet's behavior.

Spero che questi screenshot possano chiarire ulteriormente il comportamento di pribet

Aabbaa

Thank you for providing additional information regarding your communication with the casino. I appreciate your efforts and will patiently await their response.

Thank you so much Munya

You are very kind

Grazie infinite Munya

Siete gentilissimi

Aabbaa

Thank you very much for the compliment.

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.

I am speechless.

I hope Pribet responds soon

Non ho parole.

Spero Pribet risponda presto

Hello, does it often happen that Pribet ignores complaints?

Salve ma capita spesso che Pribet ignori i reclami?

Aabbaa

I apologize for not having the answer to your question at this time. I remain hopeful for ongoing cooperation from the casino, particularly considering their willingness to participate in this discussion. Please be aware that a lack of cooperation may lead to the complaint being categorized as unresolved, which could adversely affect their rating. Thank you for your understanding.

PRIBET GIVE US A SIGN OF LIFE

PRIBET DACCI UN SEGNO DI VITA

Munya when can you give me a hand?

Munya quando puoi mi dai una mano?

Aabbaa

Unfortunately, the casino has stopped responding to our attempts to engage them in resolving this complaint. Without the casino’s cooperation, our ability to further investigate or mediate the matter is significantly limited.

As a result, we will now proceed with closing the complaint and marking it as "unresolved" in our system.

I understand that this is not the outcome you were hoping for, and I sincerely regret that we were unable to assist further in reaching a resolution. However, unresolved complaints negatively impact the casino’s rating, which may encourage them to reconsider their approach and respond in the future. Should the casino decide to cooperate at a later stage, we can reopen the complaint, and you will be notified by email accordingly.

I would also appreciate it if you could keep me informed of any response you receive from them.

In the meantime, I recommend you contact an alternative dispute resolution service (https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. These services are approved by the Gaming Authority and have better options and tools to assist players.

I am truly sorry that I could not be of more help on this occasion, and I appreciate your patience and cooperation throughout the process.