10bet Casino - El jugador pudo abrir una segunda cuenta a pesar de la autoexclusión, por lo que busca la devolución de sus depósitos perdidos.

Hello! I am a gambling addict, and my situation is as follows: In 2020, I played on the 10bet website and informed them that I was a gambling addict. Yet, I managed to create a new account using the same information and lost approximately the sum mentioned above. I emailed the casino after my initial deposits and losses, asking them to close my account. The response was that they did not recognize my email, even though it was indeed valid. Later, when I attached the message I had sent in 2020, they somehow linked my account. In any case, I requested the return of my deposits, and they even promised this in one email, but when I inquired about the whereabouts of my funds, I received empty responses. Anyway, I am attaching a longer email conversation here, and after the latest message, where they suddenly offered VIP membership to a gambling addict, there has been no reply yet. So, if you could look into this, although I understand I might never get my deposits back.

Hei! Olen pelitriippuvainen ja tapaukseni on seuraavanlainen eli olen 2020 pelannut 10bet sivustolla ja ilmoittanut että olen peliriippuvainen ja nyt kuitenkin onnistuin tekemään samoilla tiedoilla uuden tilin ja hävisin suurinpiirtein tuon yllämainitun summan. Laitoin sähköpostia casinolle ensimmäisten talletusteni ja häviöitteni jälkeen että sulkekaa tilini. Vastaus oli että eivät tunnistaneet omaa sähköpostiani vaikka tosiaan se oli olemassa. myöhemmin kun liitin vanhan 2020 lähettämäni viestin he jotenkin yhdistivät sitten tilini.. Jokatapuksessa pyydin talletusteni palauttamista ja he yhdessä sähköpostissa niin jopa lupasivatkin mutta sitten kun kysyin missä varani tuli tyhjiä vastauksia. No jokatapauksessa liitän yhden pitemmän sähköpostikeskustelun tähän ja ttuon viimeisimmän jälkeen jossa siis yhtäkkiä tarjosivat peliriippuvaiselle vipjäsenyyttä ei vastattu vielä. Eli jos tähän vähän puuttuisitte vaikka nyt en talletuksiani ikinä saisikkaan takaisin

Dear piippanen,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the account closure request you sent to the casino back in 2020? My email address is veronika.f@casino.guru.

Am I correct in understanding that you created a new account in December 2024?

When was the last time you communicated with the casino regarding the refund of your lost deposits?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for your replies. Could you please specify when exactly you made the deposits that you requested to be refunded?

The first on December 18, 2024 and the last on January 2, 2025, i.e. between then and now

18.12.2024 ensimmäiset ja 2.1.2025 viimeisimmät eli täjtä väliltä

Thank you very much, piippanen, 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 piippanen,

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 10bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

My deposits have not been refunded yet. I have only received promises in emails, but I still really hope that the matter will be resolved fairly.

Vielä ei ole talletuksiani palautettu. Ainoastaan lupauksia tullut sähköpostissa takaisin mutta toivon silti kovasti että asia ratkeaa oikeudenmukaisesti.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for the opportunity to address this matter. We sincerely regret the situation that arose. 

We have refunded the full amount of USD 967 to the customer, and we are taking steps to strengthen our safeguards to ensure this does not happen again. 

We apologize for any distress caused and remain fully committed to our players’ well-being and responsible gaming practices.

Best regards,

10bet

Thank you, 10bet Casino, I appreciate your answer.

Dear piippanen,

Can you confirm that you have received the refund?

Yes, thank you, the matter is settled and the deposits have been refunded!

Kyllä kiitos asia kunnossa ja talletukset palautettu!

Dear piippanen,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru