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Good morning, on December 31, 2025, I requested the indefinite exclusion of my gaming account due to gambling addiction. Up until now, my account was open, but they allowed me to play and deposit, losing approximately €300, all of which I had on my card.

I contacted live chat and they immediately closed my account.

I also asked if there was a possibility of receiving a refund since the account was still open despite the 2 emails sent on 12/31/2025 and they rejected it saying that it is not possible to have a refund after the bets have been placed

If you can help me, it's not fair that my account was still open, and allowed me to deposit.

Thank you

Buongiorno, in data 31/12/2025 ho richiesto l'esclusione a tempo indeterminato del mio conto gioco per ludopatia, ad oggi il mio conto era aperto mi hanno permesso di giocare e depositare e perdere circa 300euro, tutti quelli che avevo a disposizione sulla carta.

Ho contattato la live chat e mi hanno chiuso immediatamente il conto.

Ho anche chiesto se c'era la possibilità di ricevere un rimborso visto che il conto era ancora aperto nonostante le 2 email inviate il 31/12/2025 e me lo hanno respinto dicendo che non è possibile avere un rimborso dopo che le scommesse sono state piazzate

Se mi potete aiutare voi, non è giusto che il mio conto fosse ancora aperto, e mi abbia permesso di depositare.

Grazie

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• When was your account closed? When have you contacted live chat support? (date, time)
• Have you received any responses to your emails sent on 31/12/2025?
• When was the last time the casino allowed you to deposit? (date)

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,

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have not received a response to my December 31st email. The casino said they did not receive the emails, even though the emails were sent to the correct address and were not returned.

I contacted live chat on Friday the 9th after I lost my money, and the casino closed immediately.

Non ho ricevuto risposte all'email del 31 dicembre, il Casinò ha detto che non ha ricevuto le email, anche se le email sono state inviate all'indirizzo corretto e non sono tornate indietro.

Ho contattato la live chat venerdi 9 dopo che ho perso i soldi, e il casino ha chiuso immediatamente.

Thanks for your patience.

Do I understand correctly that you deposited and lost on January 9th, shortly before contacting the support again?

Could you please forward the emails not as screenshots, but as attachments to my email at tomas@casino.guru ?

I apologize for the inconvenience.

yes that's right, I sent all communications with the casino via email.

Thank you

si è cosi, ho inviato tutte le comunicazioni con il casino tramite email.

grazie

Hello Enjoy1984,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

I went over the information you provided.

Do I understand correctly that you received an automated response with a ticket ID after your refund request, but you haven't received such an automated response to your self-exclusion requests made on December 31st?

Thanks in advance for your reply.

I did not receive any ticket id for the emails sent on December 31st, correct

Non ho ricevuto nessuno id ticket per le email inviate il 31 dicembre, esatto

Thanks for your reply.

It is essential that players take proactive steps if they do not receive a response to their initial communication - for example, by following up via an alternative method or seeking confirmation. Unfortunately, sending emails without further follow-up cannot be considered a sufficient effort under the circumstances.

Based on these circumstances, I regret to inform you that your complaint does not meet the criteria for a refund, and we must consider this case unjustified.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.