Casinobet Casino - La cuenta del jugador fue reabierta después de la solicitud de autoexclusión.

Hello,

I would like to file a complaint against Casinobet Casino.

Here's what happened:

I registered and played at the casino as normal.

After a while, I formally and correctly excluded myself from the game due to gambling addiction. I also stated that the ban should be indefinite.

The casino initially informed me of limitations on its platform. However, I declined and requested indefinite self-exclusion due to gambling addiction, as the platform offers very weak player protection measures. I also provided my name and date of birth. I wrote the email from the account I use to register at the casino.

The account was then closed, but later reopened. I deposited again, won, and deposited even more.

I would like to point out that I have NOT opened a new account.

I contacted the casino again and once more requested an indefinite self-exclusion. My account is now also blocked. I have also requested a refund of my deposits minus my withdrawals.

The casino never contacted me again after that.

I have both my deposit history and my proper self-exclusion applications as evidence.

I hope the Casino Guru team can help me with this matter.

Kind regards and many thanks

Hallo,

ich würde gerne eine Beschwerde gegen das Casinobet Casino einreichen.

Folgendes ist passiert:

Ich habe mich im Casino regulär angemeldet und gespielt.

Nach einer Weile habe ich mich formal korrekt vom Spiel ausgeschlossen aufgrund von Spielsucht. Ebenfalls habe ich angemerkt, dass die Sperre unbefristet gelten soll.

Das Casino hat mich zuerst auf Limitierungen auf der Casinoplattform hingewiesen. Ich habe jedoch abgelehnt und um einen unbefristeten Selbstausschuss aufgrund von Spielsucht hingewiesen, da auf der Plattform nur sehr schwache Spielerschutzfunktionen verfügbar sind. Ebenfalls habe ich meinen Namen und mein Geburtsdatum genannt. Die Email habe ich von dem Account geschrieben, mit dem ich auch im Casino angemeldet bin.

Der Account war dann auch geschlossen, wurde jedoch wieder eröffnet. Ich hatte erneut eingezahlt, gewonnen und noch mehr eingezahlt.

Ich möchte anmerken, dass ich KEIN neues Konto eröffnet habe.

Ich habe erneut Kontakt mit dem Casino aufgenommen und erneut einen unbefristeten Selbstausschuss verlangt. Meine Konto ist mittlerweile auch blockiert. Ebenfalls habe ich um eine Rückünerweisung meiner Einzahlungen minus meiner Auszahlungen gebeten.

Das Casino hat sich daraufhin nicht mehr bei mir gemeldet.

Ich habe sowohl meine Einzahlungshistorie als auch meine ordnungsgemäßen Selbstausschussanträge als Beweise vorliegen.

Ich hoffe, das Casino Guru Team kann mir in dieser Sache weiterhelfen.

Mit freundlichen Grüßen und vielen Dank

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• When exactly was your account reopened?
• How did you find out that your account was accessible again? Did you request the reopening yourself, or did the casino inform you by email that they had reopened it?
• Is your account currently closed?
• How did the casino react after you raised the issue regarding your account being reopened?

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

Hello,

I don't know exactly when my account was reopened. It suddenly became active again. I went to the website and saw that the account was open again. My account is currently closed. The casino reacted by closing the account again. Unfortunately, I haven't heard anything from the casino since, including regarding a refund.

Originally, I wanted to attach the additional information as an email, but I could only attach a maximum of 5 images.

Hallo,

wann genau mein Konto wiederereöffnet wurde weiss ich leider nicht. Das Konto war plötzlich wieder aktiv. Ich bin auf die Webseite gegangen und habe gesehen dass das Konto wieder geöffnet war. Mein Konto ist derzeit geschlossen. Das Casino hat reagiert indem sie das Konto dann erneut geschlossen haben. Leider höre ich von Casino nichts mehr, auch bezüglich einer Rückerstattung.

Ursprünglich wollte ich die weiteren Infos noch als Mail anhängen, ich konnte jedoch maximal 5 Bilder anhängen.

Please forward me all the additional communication that could be relevant to the investigation of your case at veronika.f@casino.guru. Preferably, please forward me the original emails, not just screenshots. Thank you for your cooperation.

Hello,

I have submitted all the necessary evidence via email.

Greetings and have a nice weekend!

Thank you!

Hallo,

ich habe alle erforderlichen Beweise per Mail übermittelt.

Grüße und ein schönes Wochenende

Vielen Dank!

Dear Samsam213

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Samsam213,

I am sorry to hear about your problem with Casinobet Casino.

I will now try to contact a Casinobet Casino representative via email. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Casinobet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Hello Igor,

thank you very much for your help.

I have already contacted the casino again by email, but unfortunately I have not received a response yet.

Greetings

Hallo Igor,

vielen Dank für deine Hilfe.

Ich habe das Casino bereits selbst erneut per Mail kontaktiert, aber bis jetzt leider keine Rückmeldung bekommen.

Grüße

Hello everyone,

I would like to inform you that I have managed to get in touch with a casino representative outside of this thread.

They’ve asked me to provide some information, which I did.

Hopefully, they will reply soon and provide more updates regarding this complaint.

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 Samsam213,

I have repeatedly tried to contact Casinobet Casino, but after the initial response, I have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Casinobet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor

We’ve reopened this complaint at the request of Casinobet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casinos have submitted a request for reopening, which is outlined in the following message.

I will take the time to review the case once more and will keep you informed about the next steps. Thank you for your patience.

Hello everyone,

I apologize for the delayed answer.

I want to start by assuring everyone that we take responsible gaming very seriously and always prioritize the safety and well-being of our players.

In this case, the player requested the closure of his account, which was processed and confirmed via email on November 15th, 2025.

On November 26th, 2025, the player contacted our support team indicating that he was able to access the account again after having made several deposits and submitting a withdrawal request. According to our records, the player proceeded to log in, deposit funds, and play before contacting support regarding the account status.

If we had been informed immediately that the account was accessible again, prior to any deposits or gameplay, our team would have been able to promptly investigate and close the account again without any transactions taking place. Once the player contacted us, the account was closed again without delay.

As the deposits and gameplay occurred before the issue was reported to our support team, and the transactions were completed normally through the player’s active session, we are unfortunately unable to issue a refund.

Nevertheless, we remain fully committed to responsible gaming and will always assist players who request account restrictions or closures.

"First of all, I would like to assure everyone that we take responsible gaming very seriously and always prioritize the safety and well-being of our players."

- So you take responsible gaming so seriously that you wouldn't accept my self-exclusion request? I wanted to exclude myself from the game indefinitely due to my gambling addiction, and you pointed me to the function on the website where you can only exclude yourself for a few days at most? You want to let someone who reports themselves to the operator as a gambling addict continue playing? Who are you trying to fool?

"In this case, the player requested the closure of his account, which was processed and confirmed by email on November 15, 2025."

- I didn't request closure, but rather an indefinite self-exclusion due to my gambling addiction. That's a big difference, you should know that! - You guys take responsible gambling very seriously, don't you? ;D

"On November 26, 2025, the player contacted our support team and reported that after several deposits and a withdrawal request, he had regained access to his account. According to our records, the player logged in, deposited funds, and played before contacting support regarding his account status."

A gambling addict will gamble; that's the problem with addiction. A gambling addict will also borrow money they can't pay back. A gambling addict might gamble away €10,000 in a month even though they shouldn't. There are safeguards in place for this, such as a self-exclusion function. This is a feature you absolutely must offer! You were aware of my addiction, so why is my account being reopened? Why give someone who wants to quit gambling because of their addiction the opportunity to continue playing? I don't understand it. You wouldn't give a drug addict more drugs, would you? Or is this standard practice at Mandarin Gaming/Casinobet?

"Since the deposits and gameplay took place before the problem was reported to our support team, and the transactions were completed normally during the player's active session, we unfortunately cannot issue a refund."

Then you should have remained silent and simply let the complaint stand. Your ridiculous explanation only makes the whole thing worse. Give me the refund I'm entitled to, and that's it. The only reason you're even contacting me is because of my online reviews about you. You don't care about the players. If I've learned one thing from Curacao and offshore casinos, it's that people and their well-being come last! People are fleeced down to the last cent; everything is done to keep them gambling. Addicts are exploited, and they lose everything! They lose their joy, their self-confidence, their jobs, their homes, they lose their loved ones. What's left for a gambler? Nothing! You didn't care about my self-exclusion request; YOU are the ones to blame, YOU made the mistake. YOU didn't block the account. YOU allowed me to continue gambling. So act normal and don't blame me, because the blame lies with you!

I will continue to report about you online until I receive my refund!

,, Ich möchte zunächst allen versichern, dass wir verantwortungsvolles Spielen sehr ernst nehmen und die Sicherheit und das Wohlbefinden unserer Spieler stets an erste Stelle setzen "

- Aha, ihr nehmt das verantwortungsbewusste Spielen so ernst, dass ihr meinen Selbstausschussantrag nicht akzeptieren wolltet? Ich wollte mich für eine unbegrenzte Zeit vom Spiel ausschließen aufgrund meiner Spielsucht und ihr weist mich auf die Funktion auf der Webseite hin, auf der man sich maximal ein paar Tage ausschließen kann? Ihr wollt eine Person, die sich beim Betreiber als Spielsüchtig meldet weiterspielen lassen? Wen wollt ihr hier verarschen? 

,, In diesem Fall beantragte der Spieler die Schließung seines Kontos, die bearbeitet und am 15. November 2025 per E-Mail bestätigt wurde"

- Ich beantragte keine Schließung sondern ein unbefristeten Selbstausschuss aufgrund meiner Spielsucht. Das ist ein großer Unterschied, das solltet ihr wissen! - ihr nehmt verantwortungsbewusstes Spielen ja sehr ernst ;D

,, Am 26. November 2025 kontaktierte der Spieler unseren Support und teilte mit, dass er nach mehreren Einzahlungen und einer Auszahlungsanfrage wieder Zugriff auf sein Konto habe. Laut unseren Aufzeichnungen loggte sich der Spieler ein, zahlte Geld ein und spielte, bevor er sich bezüglich des Kontostatus an den Support wandte" 

- Ein süchtiger Spieler wird spielen, das ist das Problem bei einer Sucht. Ein süchtiger Spieler leiht sich auch Geld, dass er nicht zurückzahlen kann. Ein süchtiger Spielen verspielt auch 10.000€ in einem Monat obwohl er das nicht sollte. Dafür gibt es Schutzmechanismen. Beispielsweise die Funktion eines Selbstausschusses. Eine Funktion, die ihr anbieten müsst! Meine Sucht ist euch bekannt gewesen, warum wird mein Konto wiedereröffnet? Warum gibt man einen Menschen, der sich aufgrund seiner Sucht von Spiel entfernen möchte die Möglichkeit weiterzuspielen? Ich verstehe es nicht. Ihr gebt doch einem Drogenabhängigen auch keine weiteren Drogen? Oder ist das bei Mandarin Gaming/ Casinobet so Standart?

,, Da die Einzahlungen und das Spielgeschehen stattfanden, bevor das Problem unserem Support-Team gemeldet wurde, und die Transaktionen während der aktiven Sitzung des Spielers normal abgeschlossen wurden, können wir leider keine Rückerstattung leisten"

- Dann hättet ihr weiter schweigen müssen und die Beschwerde einfach so stehenlassen sollen. Eure lächerliche Erklärung macht die ganze Sache nur noch schlimmer. Gebt mir meine Rückerstattung die mir zusteht und fertig. Der einzige Grund, warum ihr euch überhaupt meldet sind meine Rezensionen über euch im Internet. Ihr Interessiert euch nicht für die Spieler. Wenn ich eins gelernt habe mit Curacao und Offshore Casinos, dann dass der Mensch und sein Wohlbefinden an letzter Stelle steht! Menschen werden bis zum letzten Cent ausgenommen, es wird alles getan um den Spieler am Spielen zu halten. Süchtige werden ausgenommen und die Menschen verlieren alles! Sie verlieren ihre Freude, ihr Selbstbewusstsein, ihren Job, ihre Wohnung, sie verlieren ihre geliebten Menschen. Was bleibt einem Spieler noch? Nichts! Mein Selbstausschussantrag hat euch nicht interessiert, IHR seid die Schuldigen, IHR habt den Fehler gemacht. IHR habt das Konto nicht gesperrt. IHR habt es mir ermöglicht weiter zu spielen. Also verhaltet euch normal und sucht die Schuld nicht bei mir, denn die Schuld trifft euch!

Ich werde weiter über euch im Internet berichten, bis ich meine Rückerstattung erhalte!

Dear Casinobet Casino,

After reviewing this case once again, I would like to point out one crucial detail.

The player informed your support in two consecutive messages about his gambling problem and his wish to close his account indefinitely.

However, your support only offered him a "take a break" option and later proceeded to close the account as a regular closure.

In a situation like this, preventive measures should be taken, and the account should be closed indefinitely due to gambling-related problems.

Therefore, the player should be eligible for a refund of all deposits made after his requests.

Could you please provide a record of all the player’s deposits since November 15th, 2025?

Thank you.

Hello,

During the short period when the player's account was temporarily active, the customer voluntarily carried out multiple transactions (the transactions were made over a period of around 26 hours):

• 20 deposits totaling 689.77 XRP
• 1 withdrawal totaling 390.79 XRP

It’s important to note that the player did not report that the account was still active and that they were able to play. All deposits and the withdrawal were made voluntarily, and the player had full control over their actions during this time.

The account had been initially closed by our support team. However, due to an internal incident, the player temporarily regained access. According to our Terms & Conditions (22.7), players who self-exclude or have their accounts closed must not attempt to use the services, and the operator cannot be held responsible for any losses or consequences resulting from the player continuing to play.

Because the transactions were carried out by the player and in accordance with our policies, they cannot be reversed. We reinforced our internal procedures to prevent similar situations in the future.

While we empathize with the challenges gambling can present, any claims for a refund in this context cannot be accepted.

A record of the player’s deposits can be provided privately if necessary. I don’t believe it’s appropriate to post them publicly.

Best regards!

Dear Casinobet Casino,

I understand that such a mistake might happen on your side, but once a player’s account is closed due to self-exclusion, it should never be reopened.

Especially, if the player was informed that their account had been permanently closed.

Therefore, the player should be eligible for all deposits (minus withdrawals) made after the account was reopened.

Dear Samsam213,

According to the casino, after your account was reopened, you made the following deposits and withdrawal.

• 20 deposits totaling 689.77 XRP
• 1 withdrawal totaling 390.79 XRP

Are these amounts correct, or would you like the casino to provide an official record?

Hello,

I assume the amounts are correct. The deposits shown in my screenshots from the casino system are in euros, so I can't verify exactly whether the cryptocurrency amount matches.

Greetings

Hallo,

ich gehe davon aus, dass die Beträge korrekt sind. Die Einzahlungen auf meinen Screenshots im Casinosystem sind in Euro, daher kann ich nicht genau nachvollziehen, ob der Kryptobetrag übereinstimmt.

Grüße

Dear Casinobet Casino,

As I previously mentioned, I acknowledge that errors can occur on your part. However, once a player’s account is closed due to self-exclusion, it is important that it remains closed.

Consequently, the player is entitled to all deposits (minus withdrawals) made after the account was reopened, which amounts to 299 XRP.

Would you like to provide any further comments regarding this situation?

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 Samsam213,

Since the casino has stopped responding again, I will mark the complaint as unresolved in our system. Unfortunately, without cooperation from their side, there is little that can be achieved. I understand this is not a satisfactory resolution to your issue. However, the decrease in the casino’s rating due to unresolved complaints may help encourage a change in their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Casinobet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor