Ybets Casino - Das Spielerkonto wurde entgegen der Anfrage nicht geschlossen.

I asked the casino to permanently close my account. Instead, I was blocked from live support and can no longer contact them. I request assistance in ensuring that the account is permanently closed and can never be reopened.

Ich habe das Casino gebeten mein Konto permament zu schließen. Stattdessen wurde ich beim Live-Support ausgeschlossen und kann diesen nicht mehr kontaktieren. Ich bitte um Hilfe, dass das Konto permanent geschlossen wird und nie wieder geöffnet werden kann.

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Dear Debonaire93,

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 veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Debonaire93 and Casino Guru,

After an additional inquiry, the player has made a request to close their account via email on May 1st, at 7:42pm UTC. Due to the nature of email communication, it might take a few hours for the support team to process a request of closure. The player's account was closed, in accordance to their request, on May 2nd at 3:56am UTC. At this point, the player's account remains closed.

Access to some features, such as live chat, is usually unrestricted, unless a player exhibits abusive behavior towards the staff at Ybets, at which point certain restrictive measures might be taken against them. To provide service, access to email communication is unrestricted at all times for all players.

Unfortunately, the player has engaged in verbal abuse against the Ybets Casino staff, which might have temporarily restricted player's ability to communicate via live chat, leaving email communication available for all inquiries.

Respectfully,

Ybets Casino Representative.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Debonaire93,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika