Gladiatorsbet Casino - Al jugador se le niega la autoexclusión permanente.

I'm experiencing serious problems with this casino. They refuse to permanently self-exclude me due to my severe gambling addiction. They only give me a form for a one-month suspension at most, then reactivate my account even though they know about my gambling problem. In fact, gambling is prohibited in my country, Spain.

Estoy experimentando graves problemas con este casino. No me quieren hacer una autoexlusión definitiva por problemas graves de ludopatía. Solo me dan un formulario para que sea 1 mes como mucho, luego reactivan la cuenta aún conociendo mi problema con el juego. De hecho tengo el juego prohibido en mi país, España,

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gladiatorsbet Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues and the casino's response you refer to in your post? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

I don't have access because I self-excluded for another month.

I have deleted all communications and marked them as spam to avoid another relapse.

They take advantage of the fact that it's only a month so you can log back in when you're feeling weak. I went back to playing and logged in knowing they were aware of my problem with the game.

No tengo acceso ya que me autoexcluí otro mes.

he borrado todas las comunicaciones y las he puesto en spam para no tener otra recaída.

Se aprovechan de que solo sea un mes para que puedas entrar de nuevo en un momento de debilidad. Yo volví a jugar y a ingresar a sabiendas de que ellos están informados de mi problema con el juego.

Thanks for your reply.

I understand the actions you take to protect yourself; however, we are unable to proceed to confront the casino without any evidence of the incident.

If you are able to recover the relevant email communication by contacting your email provider's support, please forward it to my email at tomas@casino.guru

If there is anything else we might assist you with, please let me know.

I've already sent them the email where they only give one month and don't do a final closure.

Ya le he enviado el mail donde solo dan un mes y no hacen el cierre definitivo

Dear gasol,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello gasol,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread. Sadly, I also need to disclose, that there have been multiple complaints in the past, where the casino had decided not to intervene and cooperate in the mediation process. Nevertheless, if there happen to be any developments, please keep me informed.

Additionally, could you please confirm whether you are requesting only permanent closure of your account, or whether you are also seeking reimbursement for money lost after a previous one-month exclusion expired?

If reimbursement is requested, please specify the approximate amount lost and, if possible, the date when you first clearly asked the casino for permanent self-exclusion due to your gambling problem. Any available transaction history or original outgoing email would also be helpful.

Best regards

Martin

I just want to be permanently banned from the casino.

Solo quiero la autoexclusion definitiva del casino.

Dear gasol,

thank you for letting me know. In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

I've already tried it. It doesn't work very well on Xiaomi.

Ya lo he intentado. En Xiaomi no funciona muy bien.

Dear gasol,

Thank you for your patience.

I am glad to confirm that a casino representative has informed us in writing that they will make an exception and your account will be permanently closed.

Considering that your request was limited to permanent self-exclusion, we are now inclined to consider the matter resolved based on the casino’s formal confirmation. We do not recommend attempting to log in to verify the closure, as this could unnecessarily expose you to gambling again, in case of technical issue or otherwise.

Please do let us know should you ever discover that the account has been reopened or that you are able to access it again. In such case, please contact us immediately and provide any available evidence so we can reopen the complaint. I sincerely hope the permanent closure helps you maintain a safe distance from gambling.

Please let us know whether you agree with this resolution.

Thank you so much for everything, and sorry for the inconvenience. Best regards, and thanks again!

Muchísimas gracias por todo y perdón por las molestias. Un saludo y muchas gracias de nuevo!

Dear gasol,

thank you for your confirmation. We will now mark the complaint as resolved in our system. I sincerely hope you will not need to contact us again and that the permanent self-exclusion will help you leave gambling behind, as intended. However, should you ever discover that the account has been reopened or become accessible again, please contact our Complaint Resolution Center immediately.

As you know, we do not charge for our services or accept gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru

An honest review, including any suggestions for improvement, would be very valuable and may also help others considering contacting us regarding an online casino issue.

Thank you in advance for your time.

Best regards,

Martin

Casino.Guru