Complaint #32 Pribet Casino

Self exclusion requests completely ignored

By Birdy9999

1 year ago

My self exclusions requests are just being completely ignored. I have sent several emails as per their T&C's but they just refuse to engage. I have contacted live chat on a near daily basis, but they are 'unable' to help and advise to just send another email. I made several further deposits and received several further bonuses in the meantime. Still no engagement at all. It's an absolute disgrace.

I sent my first email asking for permanent closure on June 30, with further emails send on July 6 and July 18. And I have been requesting my account closure on the live chat most days. I have received absolutely zero engagement back from them.

I would please like my account to be closed permanently and all deposits that I made since my initial requests be returned to me.

I have been betting for about 15 years now and I've never raised any sort of complaint before, but this company acts is a manner that is just completely disgraceful.

Disputed Casino Pribet Casino

Reason Self-exclusion

Discussion

AskGamblers

• Support Team

1 year ago

Dear Pribet 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 accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. 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.

Pribet Casino

• Representative

1 year ago

Dear AskGamblers,

As previously stated, the player had expressed dissatisfaction with withdrawal timelines and bonus offers prior to the account closure request. Based on this context, the player was appropriately advised to submit their request to a designated email address.

Please note that self-exclusion requests are handled by a dedicated team and must be submitted through the correct channel and properly formatted - meaning they must include a clear statement of intent to self-exclude, a specified duration, and be related to problematic gambling behavior - all as outlined in our Terms and Conditions, which the player accepted upon registration.

This process ensures that such sensitive matters are handled appropriately and securely.

Best regards,
Pribet Team

Birdy9999

1 year ago

Hello. My email on July 6 clearly stated my ask to be self excluded. Thank you

Pribet Casino

• Representative

1 year ago

Dear AskGamblers
Before the player's request, they expressed satisfaction with the platform overall but raised concerns related to withdrawal processing times and bonus offers. Their communication indicated a desire for improved promotions.
Kindly note that the request did not include any reason. Following the request, the player continued to access and use the account voluntarily — including making deposits, requesting, and accepting bonuses.

Best regards
Pribet Team

Pribet Casino Complaint Stats

Resolved 18 / 26

Avg. Amount $1,680

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Pribet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 15 out of 16 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Pribet Casino Complaints

See all complaints for this casino

Missing 5000 EUR withdraw

Been a customer for many years. Deposited well beyond 100KEUR.

Had a recent stroke of luck, depositing 200 euro with nexo mastercard deposit, winning 17000 eur+.

And as usual the circus begins when I request a withdraw starting aug 28th.

After 2 days documents are requested for proving that I am owner of the IBAN account I requested withdraw to. (Withdraw to mastercard not possible, only sepa to iban or to ewallet Mifinity poasible)

Finally withdraw of 5000 eur is approved and processed 31st of aug. Receiver is same as source, nexo IBAN (nexo payment partner openpayd )

After a few days I ask support when it will arrive. Response is "soon, give it a few more days"

Same reaponse next day. Today friday after 5 days I contact Pribet support again they all of a sudden need me to provide a PDF bank statement for my Nexo account to "further troubleshoot".

I ask for a simple pdf bank transfer for Pribet to prove that the have sent the funds but no acceptance on that part.

Reading other reviews this behaviour by pribet seems normal and business as usual, very unprofessional.

Attaching the withdrawal receipt that still has not been received by me.

Please help me

Regards

< full name removed >

Sweden

Unresolved

€5,000

Self exclusion request ignored and new deposits allowed

I am submitting this complaint because Pribet failed to act on my request to close my account due to gambling addiction.

On 1 August 2026, I sent an email to Pribet clearly requesting that my account be closed because I was suffering from a gambling addiction. Despite receiving my request, they did not respond and did not restrict or close my account.

Over the following days, I attempted to contact support through live chat. I have screenshots showing that the support agent stopped responding and my issue was never resolved.

Because my account remained fully accessible, I was able to continue gambling. On 5 August 2026, approximately four days after my self-exclusion request, I lost 20,000 NOK. These losses occurred after I had already informed Pribet that I had a gambling addiction and requested immediate account closure.

I believe Pribet failed to follow responsible gambling principles by not processing my request within a reasonable timeframe and by leaving my account active after being informed of my gambling problem.

I am requesting that this complaint will resolve in Pribet:

- Refunding the 20,000 NOK that I deposited after my self-exclusion request.
- Explain why my request was ignored for several days, so other users can learn and pribet shows accountability
- Confirm that my account has been permanently closed.
- since this is not the first similar complaint to pribet on this platform, askgamblers could reduce their rating considerably.

Evidence attached:

- Email sent on 1 August 2026 requesting account closure due to gambling addiction.
- Screenshots of the live chat showing support stopped responding.
- Account history showing deposits made after my self-exclusion request.

I respectfully ask AskGamblers to investigate this matter and assist in reaching a fair resolution.

Unresolved

kr20,000

Unreasonable KYC Requirements and Delayed Withdrawal

Dear AskGamblers Team,
I would like to file a complaint regarding my withdrawal and the verification process at Pribet.
I requested my first withdrawal of €3,000 and immediately cooperated with every verification request. During the KYC process, I provided all documents requested by the casino, including:
My driver's license
A selfie holding my driver's license
A recent bank statement
An official driver's license extract issued by the Finnish Transport and Communications Agency (Traficom)
A clear photo of my driver's license
After all of these documents had been submitted, I was informed that I must provide a notarized copy of my driver's license.
I believe this requirement is excessive and unreasonable. I have already submitted several official documents proving my identity, and I have fully cooperated throughout the verification process.
I informed the casino that obtaining a notarized copy of my driver's license is not possible for me and asked whether they could offer an alternative verification method, such as a video verification or another reasonable procedure. However, they replied that their procedure cannot be bypassed and insisted on the notarized document without offering any alternative.
I feel that I have done everything reasonably expected of me, yet my withdrawal continues to be delayed.
I kindly ask AskGamblers to review this case and assist in resolving this matter fairly. I simply wish to complete the verification process using a reasonable alternative and receive my legitimate withdrawal.
Thank you for your time and assistance.
Kind regards,
Jenna

Resolved

€3,000

Withdrawals delay

Pribet continues to delay customers' withdrawals for days and weeks. Each time I withdraw the money still stays in balance, so you can gamble it, which is exactly what they want you to do. They delay every withdrawal till you complain on here or somewhere else.

I told them on live support that I was coming here to complain, maybe then you will process my withdrawal. And it's not all about just this withdrawal; I've deposited thousands on the site, and they make it as complicated as possible to get a withdrawal. Last time, a few weeks ago, pending withdrawal for a few days, they sent an email asking for etc.

My account has been with them for a couple of years, verified, and hundreds of deposits and the rare two or three withdrawals in the past year..I ended up cancelling that withdrawal because I spent it on the Balance that time, but I did send on a new passport again even though they got it months ago. It's well in date as well..

So the live chat people keep saying oh that's not our department ect..They're clowning around 4 days for a Skrill payment of 300 right now, pending still. Amateur bookmakers/casino

Resolved

$300

Game results inconsistencie and withdrawal request unanswered

Hello,

I would like to submit a complaint regarding the casino due to game result inconsistencies and unanswered withdrawal requests.

I made several deposits and played slot games. During the gameplay, I experienced multiple spins where the reel outcomes did not match the provider’s official rules.
These outcomes are clearly visible in the screenshots I am attaching.

Examples included:
• reels stopping in combinations that are not possible according to the game rules
• repeated incorrect reel positions on different bet sizes (0.20 and 0.40 EUR)
• missing payouts where a winning combination should have been triggered

Additionally, when I attempted to make a withdrawal, the casino ignored my request, did not respond, and did not provide any explanation.

I am attaching:
• screenshots of the incorrect game results
• proof of deposits
• evidence showing the withdrawal issue

I am not accusing the operator of fraud.
I am requesting a technical review of the game results and an evaluation of why my withdrawal request was not processed.

Thank you.

All evidence + full game replay screenshots will be provided immediately after this submission

Unresolved

€656

Withdrawal delay of USD 950 for almost 6 days

Dear All,

Greetings.

I am writing this to express my concerns regarding my withdrawal, which has been pending for almost 6 days since I requested it. First time I applied for withdrawal on 10th September 2025. It was rejected, saying the roll-over rules were not completed. I asked the customer service how much more I have to roll. I have done more roll over than the amount they said. Again, I applied for withdrawal on 12th September 2025.

I have given all the documents asked for. Payment proof, Passport photo, and address proof. Also, I have played within the rules only.

Every time I ask about withdrawal, they give me a computer-generated answer. They copy and paste the same lines and send them again and again. I have sent emails and asked for help from chat too. But they didn’t do anything concrete regarding this.

I really believe that they can do much better, and also, they can be more responsible than this.

I fully understand the importance of the KYC process. But for a withdrawal, 5 or 6 days is too much. I use other betting websites too. They also do KYC and other necessary stuff. But they don’t take that many days for a withdrawal.

Therefore ,I humbly request the community to help me in this.

Thank you.

Resolved

$950

They refused to close my account

Hello

I have tried for half a year to close my account and they still refused. Can you please help me to close my account permanently with pribet casino? They just tell me to send email and when I send it, they don’t answer or reply. Last time I send like 12 emails waited weeks to answer and only answered that now there's a 30-day closure on my account. I sent tens of emails that I want it permanently and they don't answer me anymore. Not even a single answer. Help me

I kindly ask for help from your them to close the account permanently.

Thank you so much.

Resolved

Delayed withdrawal for 5 days

I made a withdrawal on 14-06 and now 5 days later, nothing is happening, and live chat every time I ask, it’s going to be sent soon, but nothing happens

I truly hope this issue can be resolved soon, as I’ve enjoyed the platform overall and would be happy to continue playing there if everything goes smoothly.

I will keep this post updated on AskGamblers with any progress regarding my situation

Resolved

€1,700

Withdrawal delayed beyond 72 hours

Hello AskGamblers team,

I’m reaching out here in hopes of receiving assistance with a delayed withdrawal from an online casino listed on your platform.

I was fortunate enough to win €5,000 and initially requested a withdrawal of €2,700. A couple of days later, I received an email from the casino informing me that an 8% tax fee would apply, and I was asked to confirm whether I wanted to proceed. I replied yes, but also included a follow-up question in the same message.

Later, after speaking with the casino’s live chat support, I was informed that the withdrawal was rejected because my response was “not specific enough” — even though I clearly confirmed that I wanted to continue.

After that, I submitted a new withdrawal request for the full €5,000. However, it has now been over 4 days with no progress. Each time I contact live chat, I’m told the same thing: that the relevant department is reviewing it and that I will receive an email soon. So far, I haven’t received any updates. According to their own terms and conditions, withdrawals should be processed within 72 hours, which has already passed.

I truly hope this issue can be resolved soon, as I’ve enjoyed the platform overall and would be happy to continue playing there if everything goes smoothly. I will keep this post updated on AskGamblers with any progress regarding my situation.

Thank you very much for your support.

Kind regards, [< first name removed >]

Resolved

€5,000

My account needs to be closed for good

Hey, I need your help. I have a gambling addiction, I have tried to close my account multiple times in Pribet casino. In chat they say send email and i have send dozens emails that I'm not sleeping. I'm worried. They dont help me and wont close my account. Last time I send like 12 emails waited weeks to answers and only answered that now theres 30days closure my account. I sent tens of emails that I want it permanently and they dont asnwer me anymore. Not even single answer. Help me.

Resolved