Pribet Casino - Se ignoró la solicitud del jugador de cerrar la cuenta.

Good Day,

I have been trying since 02.05 to close my account at Pribet. My first email to Pribet was on 02.05, requesting my account to be closed due to a gambling addiction. Since then, I have sent 10 additional emails but, unfortunately, I have not received a response or had my account closed.

What should be done in such a case?

Best regards,

Guten Tag,

uch versuche seit 02.05. dass mein Konto bei Pribet geschlossen wird. Das erste Email an Pribet war am 02.05. mit der Bitte mein Konto wegen Spielsucht zu schließen, seit dem habe ich 10 weitere emails geschrieben aber leider keine Antwort erhalten bzw. wurde mein Konto nicht geschlossen.

Was macht man in einem solchen Fall ?

Freundliche Grüße,

Dear mhist,

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 advise how long have you been a player of the casino? 
• Could you please share your communication with the casino, including your first request and any of the casino's responses? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear mhist,

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.

Guten Tag, das erste Email war am 02.05. mit dem Text "Dear all,

please close my account soonest and permanent because of gambling addiction. 

"

Thank you very much, mhist, 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 mhist,

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

Dear Michal,

Please be informed that despite our attempts to contact the customer to fulfill their request, we have not received any response, thereby delaying the process further.

Kind regards,

Pribet Casino

Dear mhist,

Could you comment on this issue?

Hello Michael,

Such nonsense, they wanted a thousand documents from me. I replied that they should just close my account, but they didn't respond. It is also not possible to set a deposit limit on their website.

Best regards

M***** H******

Hallo Michal,

so ein Blödsinn, die wollten tausend Unterlagen von mir. Ich hab darauf geantwortet dass sie einfach mein Konto schließen sollen, darauf wurde nicht geantwortet. Es ist auch auf deren Seite nicht möglich ein Einzahlungslimit festzulegen.

Freundliche Grüße

M***** H******

Dear mhist,

The casino requiring documents to complete the self-exclusion is a standard process. It serves a security purpose, to verify players, and also for casinos to keep their information in their database when the players try to create new accounts on site. If you are unwilling to cooperate with the casino, it would only prolong the whole process.

Dear mhist,

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.

Best regards,

Michal V, Casino.Guru