EmirBet Casino - La solicitud de cierre de cuenta del jugador fue ignorada.

Hello, I am addicted to gambling.

I requested the closure of my account on October 8, 2024. Unfortunately, this was ignored. After that, I deposited again…🤷‍♀️ Do I have the right to have the deposited money refunded after requesting account closure?

Best regards, Diana

Hallo , ich bin spielsüchtig.

ich habe am 8.10.2024 um Schließung meines Kontos gebeten.dieses wurde leider ignoriert. Ich habe danach wieder eingezahlt…🤷‍♀️habe ich das Recht das eingezahlte Geld nach der Bitte um Schließung wieder zurück erstattet zu bekommen?

lg diana

Hello Disey68,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello, I wrote in the email that I want my account to be closed immediately and irrevocably due to gambling addiction. It is still open!

Hallo , ich habe in der e Mail geschrieben das ich mein Konto sofort und unwiderruflich wegen spielsucht schließen lassen möchte. Es ist immer noch offen !

Hello

So can I request a refund?

lg

Hallo

Also kann ich eine Rückerstattung fordern?

lg

Hello Disey68,

Please forward the request you sent to the casino to nikolas.b@casino.guru.

Did you deposit since your last request?

Regards,

Nick

The last request was yesterday via live chat support. The account has been blocked since today. I didn't deposit anything yesterday.

Best regards

Die letzte Anfrage war gestern über den Support im Live Chat . Seid heute ist das Konto gesperrt. Eingezahlt habe ich gestern nichts.

liebe grüße

Hello Disey68,

The first email you forwarded from 14.10.2024 was sent to an address not listed on the casino’s website (KYC@emirbet.com), so it unfortunately cannot be considered an official request.

Could you please forward the initial request in a single email to nikolas.b@casino.guru?

Looking forward to your response.

Best regards,

Nick

I should send documents for verification to this address.

lg

An diese Adresse sollte ich Unterlagen für die Verifizierung schicken.

lg

Hello Disey68,

I hope this message finds you well. I’m pleased to hear that your account has been successfully closed.

Regarding your inquiry about the refund of deposits, it appears that your initial self-exclusion request was sent to an incorrect email address. Unfortunately, because the casino did not receive your self-exclusion request through the proper channel, they were unable to process it at that time. As a result, without knowledge of your situation, the casino was not in a position to consider a refund of your deposits.

However, as you’ve noted, the casino promptly blocked your account once they received your request through the correct channel.

Please let me know if there is anything else we can assist you with.

Warm regards,

Nick

Dear Disey68,

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.