Pribet Casino - Der Antrag des Spielers auf Schließung seines Kontos wird ignoriert.

After multiple attempts and sending emails, the casino is not responding to my requests to close my account due to a gambling addiction. I can't get any responses, and it seems like they are deliberately ignoring me so that I keep spending money at the casino.

I don't know what else to do to have my account permanently closed.

Após várias tentativas e e-mail enviados o casino não responde ao meus pedidos de encerramento de conta devido a um vício de jogo. Não consigo obter respostas e parece que estão a fazer de propósito para que continue a gastar o dinheiro no casino.

Já não sei o que fazer mais para que me encerrem a conta definitivamente

Dear Jorgesilva26,

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. 

• Could you please share the request you sent to the casino in which you informed them about your gambling addiction? Forward it to my email at tomas@casino.guru
• What response have you received from casino support?
• When was the last time you deposited in the casino?

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

So far I've had no response from the casino.

The last time I deposited money was 13/11/2024.

I have forwarded the emails

Thank you

Até agora não obtive qualquer tipo de resposta do casino.

A última vez que depositei dinheiro foi dia 13/11/2024.

Já reencaminhei os e-mails

Obrigado

Thank you very much, Jorgesilva26, 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 Jorgesilva26,

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

Dear Michal,

The player submitted their self-exclusion request to the designated email address on the 9th of Nov, and after reviewing the request, the account was excluded on the 14th.

Best regards,

Pribet Casino Team

Dear Jorgesilva26,

Can you confirm that your account is closed?

Dear Jorgesilva26,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.