Complaint #7 Casinobet Casino

Repeated account reopening

By BlackkSwann

10 months ago

Dear AskGamblers Complaint Team,

I am filing a complaint against Casinobet.com, a casino operating under a Curacao license, due to repeated and serious violations of responsible gambling practices.

In August 2024, I requested the permanent closure of my account and informed the casino that I was struggling with a gambling addiction. Despite this, the account was reopened shortly afterward, and over the following months, this pattern continued: I would request closure due to addiction, and yet the casino would allow me to reopen the account and gamble again — sometimes within days of the previous closure.

On multiple occasions, I explicitly asked the casino not to reopen my account under any circumstances, even if I requested it myself. These requests were ignored, and the casino continued to reactivate my account on request, enabling further gambling activity and financial harm.

In addition, the casino has repeatedly overridden time-out/self-exclusion periods I set through the Responsible Gambling tools. For example, I would request a break of 3, 7, or even 10 days, only to have the account reactivated immediately after I contacted support, effectively nullifying the purpose of the time-out and further enabling relapse behavior.

This conduct shows a blatant disregard for player protection responsibilities, especially when dealing with a customer who has clearly and repeatedly self-identified as a gambling addict.

I am requesting:

A full investigation into this ongoing pattern of account reactivation and policy violations,

A refund of my gambling losses from the time the account was first reopened after my initial request for closure due to addiction,

A permanent and irreversible closure of my account.

My account email: < email removed >

I am ready to provide supporting evidence, including:

Screenshots of emails and chats with support,

Proof of my addiction disclosures and closure requests,

Instances where my requested time-outs were bypassed or ignored.

Thank you in advance for taking this complaint seriously. I trust your platform will ensure accountability.

Disputed Casino Casinobet Casino

Reason Self-exclusion

Discussion

AskGamblers

• Support Team

9 months ago

After a careful review and consideration of all the information, details, and/or proof presented by both parties during the complaints process, the AskGamblers Complaint Team has reached the conclusion that Casinobet Casino management acted in full accordance with their Responsible Gaming policy.

Furthermore, we have established that the player signed the "Declaration – Account Reopening" on the 20th of May. The player failed to inform us of this fact and was, in effect, attempting to create a win–win scenario for themselves.

The AskGamblers Complaint Team maintains zero tolerance towards players attempting to act unfairly. Therefore, this case is being rejected, and the player’s AskGamblers account will be suspended for an indefinite period of time.

Casinobet Casino

• Representative

9 months ago

Dear AskGamblers Team,

Kindly note that I've provided the required information to support@askgamblers.com.

Best Regards,
Casinobet Team

AskGamblers

• Support Team

9 months ago

Dear Casinobet Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statement. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Casinobet Casino

• Representative

9 months ago

Dear Player and AskGamblers Team,

After thoroughly reviewing the customer's case, we must respectfully decline his request for a refund of the deposited amounts.

Please allow us to clarify the situation:

On May 14th, you previously expressed concerns about your gambling behavior. However, on May 20th, you contacted us to request the reopening of your account, and you signed a formal declaration taking full responsibility for your actions moving forward.

This declaration, which you willingly signed and submitted, includes clear and unambiguous statements, such as:

• That your request to reopen the account was made voluntarily and without any external pressure.
• That you are in full control of your actions, including deposits and wagers, and that any financial losses are solely your responsibility.
• That you understand and accept the risks associated with gambling and the importance of responsible play.
• That you waive any future claims against Casinobet related to financial losses incurred through your account.

By signing this document, you confirmed that you were acting of your own free will and that you took personal accountability for any subsequent activity on your account. Based on this, your account was reopened in accordance with your explicit request and after you confirmed you had read and understood the terms and conditions of the platform. So we acted in accordance with the documented evidence, your signed statements, and your direct instructions.

Therefore, as all activity and transactions on your account were carried out after you accepted full responsibility and confirmed your intent to play, we are unable to issue a refund.

Thank you for your understanding.

Sincerely,
Casinobet Team

Casinobet Casino Complaint Stats

Resolved N/A

Avg. Amount N/A

Avg. Complaint Duration N/A

Avg. Response Time N/A