Pribet Casino - El casino ignora la solicitud de autoexclusión del jugador.

I made a final request to the casino on April 1st to close my account, citing "Gambling issues", i.e., problems with gambling addiction as my reason. Yet, they haven't responded to me for four days. I currently find myself in a helpless condition, unable to control my gambling addiction. Consequently, since April 1st, I have deposited and lost over 3000€ on their website. My account was immediately blocked on every other platform, only they refuse to do so here... As a result, I also expect compensation as I have suffered significant financial loss.

Ich habe das Casino am 1. April ein letztes Mal darum gebeten, mein Konto zu schließen und auch als Begründung habe ich erwähnt, dass ich "Gambling issues", also Probleme mit Spielsucht habe. Dennoch haben die mir seit 4 Tagen nicht geantwortet. Ich befinde mich zurzeit in einer hilflosen Lage, kann meine Spielsucht nicht kontrollieren und habe folglich seitdem auf dieser Webseite nochmal über 3000€ eingezahlt seit dem 1. April und verspielt. Auf jeder anderen Plattform wurde mein Konto sofort gesperrt, nur hier weigert man sich... Ich erwarte folglich auch eine Kompensierung, weil ich einen erheblichen finanziellen Schaden erlitten habe.

Dear goku23, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hello Veronika,

Email is out.

lg

Hallo Veronika,

E-Mail ist raus.

LG

Thank you very much, goku23, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello goku23,

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 self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Good morning,

Thanks for bringing this to us.

Could you please share your username and email with us on Pribet?

Thanks,

Pribet Team

Dear Mr. Michal, thank you very much for your efforts. After I submitted a complaint here on Friday, Pribet promptly sent an email informing me that the account had been closed. I submitted my last request by email on April 1, 2024 and it took until April 5 for them to respond to me and it is also very suspicious that the email was sent at 3:26 p.m. German time. I had submitted the complaint here an hour earlier, at 2:21 p.m.

lg

Sehr geehrter Herr Michal, vielen Dank für Ihre Bemühungen. Pribet hat, nachdem ich am Freitag hier eine Beschwerde erstellt habe, zeitnah eine E-Mail versendet mit der Information, dass das Konto geschlossen wurde. Ich habe meinen letzten Antrag am 1. April 2024 per E-Mail gestellt und es hat erst bis zum 5. April gedauert, bis sie mir geantwortet haben und zudem ist es auch noch sehr suspekt, dass die E-Mail um 15:26Uhr deutsche Uhrzeit versendet wurde. Die Beschwerde hier hatte ich eine Stunde davor, um 14:21 Uhr erstellt.

LG

I had already deposited and lost over €4000 and decided to close the account for my own safety. I also explicitly mentioned in the email that I was having problems and yet I was ignored. Since I was already furious, I deposited my remaining money of almost €3400 again and lost it within 2-3 days. I expect an explanation as to why it took 4 days and why a complaint had to be made so that the account could be blocked. I also expect financial compensation. I am financially at the end of my rope and with all other betting providers my account was closed immediately/quickly in the live chat.

Ich hatte bereits über 4000€ eingezahlt und verloren und entschied mich, das Konto zu meiner Sicherheit zu schließen. ich habe in der mail auch explizit erwähnt, dass ich probleme habe und dennoch wurde ich ignoriert. da ich sowieso in rage war, habe ich mein restgeld in höhe von knapp 3400€ danach noch einmal eingezahlt und innerhalb von 2-3 tagen verspielt. ich erwarte hier eine erklärung, warum das 4 tage gedauert hat und warum eine beschwerde erstellt werden musste, damit das konto gesperrt wird. zudem erwarte ich auch einen finanzielle entschädigung. ich bin finanziell am ende und bei allen anderen wettanbietern wurde mein konto bereits im livechat sofort/zeitnah geschlossen.

Dear goku23,

Your account was excluded on the 5th of April 2024 according to our standard procedure and you received a confirmation on the same day. It is important to note that customers are required to submit a formal request to our specialized team to the provided e-mail address for the processing of self-exclusion. During the period of pending self-exclusion, the player takes sole responsibility for any account activity. 

Please bear in mind that there is a technical timeframe required to process the request as there is a dedicated team that manually reviews each case. 

Kind regards,

Pribet Team

I sent the email to the relevant department. How can it be that an email in which the customer talks about gambling addiction and asks for the account to be closed is only processed after 4 days? And how come they respond just when I have submitted a complaint here? That is very dubious and borders on fraud. Dear admins, please look at the time and compare it with the time this complaint was submitted.

Ich habe die Email an die entsprechende Abteilung geschickt. Wie kann es sein, dass eine Email, wo der Kunde von Spielsucht spricht und darum bittet, das Konto zu schließen, erst nach 4 Tagen bearbeitet wird? Und wie kommt es, dass zufälligerweise genau dann geantwortet wird, wenn ich hier eine Beschwerde erstellt habe? Das ist sehr dubios und grenzt schon an Betrug. Liebe Admins, schauen Sie sich bitte die Uhrzeit an und vergleichen Sie das bitte mit der Erstellungszeit dieser Beschwerde.

Dear goku23,

Could you tell us if there were any more deposits made by you from 11 PM on April 4th, and April 5th?

Hello Michal, I last transferred a total of 1225€ on April 4th. The last deposit was around 4pm.

Hallo Michal, ich habe zuletzt am 4. April 1225€ überwiesen insgesamt. Die Letzte EInzahlung war gegen 16 Uhr.

Dear goku23,

As the casino representative had mentioned, there always is a technical timeframe to process self-exclusion requests. In a perfect world, the accounts would be closed immediately, but unfortunately, there always is a manual process of sorting through the self-exclusion requests and dealing with each and every one manually.

In this case, we think the time it took for the casino to close the account was satisfactory. Since there were no deposits made on the day of the account closure, which would be the beginning of the time period for which we would consider a refund if the casino took any longer to close your account, there is no refund to be made in your case. I am sorry we could not have helped you anymore.

Are you satisfied with the resolution of this case as it is?

Ridiculous that it takes from Monday to Friday for an account to be blocked, and that's when you say you're addicted to gambling. With all other betting providers, you obviously have the option of locking yourself out or having your account blocked immediately in the chat. What a coincidence that exactly 1 hour after I made this complaint here, I received an email from the casino... Of course, you wonder where you've been for the last 4 days. I'm extremely disappointed in you too. A ridiculous service for players... You probably collect a lot of sponsorship money from the casinos if you consider 4 whole working days to be reasonable. Ridiculous...

Lächerlich, dass es von Montag bis Freitag dauert, bis ein Konto gesperrt wird und das, wo man angibt, dass man spielsüchtig ist. Bei allen anderen Wettanbietern gibt es natürlich die Möglichkeit, sich selbst auszusperren oder aber im Chat sofort das Konto sperren zu lassen. Auch welch ein Zufall, dass genau ausgerechnet 1 Stunde, nachdem ich diese Beschwerde hier erstellt habe, ich eine E-Mail vom Casino erhalte... Fragt man sich natürlich, wo sie die letzten 4 Tage waren. Von Ihnen bin ich auch extrem enttäuscht. Ein lächerlicher Service für Spieler... Wahrscheinlich kassieren Sie ja gut Sponsorengelder von den Casinos, wenn Sie 4 ganze Werktage als angemessen betrachten. Lächerlich...

Dear goku23,

As I have explained in my previous sentence above, we think that the timeframe for the completion of the self-exclusion process was satisfactory in this case and there is no refund to be made.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.