Opabet Casino - La cuenta del jugador ha sido cerrada sin la asistencia adecuada.

Dear Sir/Madam,

I am lodging this formal complaint against Opabet.com / Opabet.com for a severe breach of Responsible Gambling protocols.

On March 14, 2026, I contacted the casino's live chat regarding a missing deposit.

During this conversation, I explicitly stated that I was afraid of a relapse into gambling addiction and needed help and wished the pending deposit (the moment when it arrives) be sent back to my bank and my account fully been closed as being afraid to get a fall back on my old gambling behavior (see attached screenshot)

Instead of immediately self exclusion —as is the industry standard when addiction is mentioned—the representative ignored my plea and told me to wait until the deposit was credited to my balance.

Because my account was not closed as requested, I suffered a relapse. The moment the money came in (after 2 days) the money was lost.

On March 16, 2026, I deposited an additional €700. I again contacted support (deposit was pending), reiterating that I am a problem gambler and that my account MUST be closed immediately. Once again, the agent failed to take direct action and merely instructed me to "send an email."

The casino’s failure to act on my clear admission of gambling addiction has resulted in a direct financial loss that should have been prevented by their duty of care.

Timeline of Events:

March 14: Admission of addiction/fear of relapse via live chat. Request ignored. (Amount: €160)

March 16: Second request for immediate closure due to addiction. Agent refused to close it on the spot. (Amount: €700)

Desired Outcome: I am seeking a full refund of the deposits made after my first admission of gambling problems (Total: €860) and the permanent closure of my account across all brands operating under this license.

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Opabet 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?
• Have you contacted the casino separately with the intention of seeking player protection at any point?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email at support@opabet.io, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Opabet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

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

Best regards,

Tomas

Dear Tomas,

Thank you for your update!

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?

No, after a few times complaining its now finally closed (after the lost)

Have you contacted the casino separately with the intention of seeking player protection at any point?

I have contacted them by livechat (also check the chat transcreipts)

When was the last time the casino allowed you to deposit?

16 March

Has the casino responded to your refund request already? What did the casino reply?

No, there is already a silence of 2 weeks now.

The moment i'm contacting them by livechat they're banning me 🙂

Have you contacted the casino separately with the intention of seeking player protection at any point?

I have contacted them by livechat (also check the chat screenshot)

Dear Trustworthly,

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, Michal (michal.v@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,

Tomas

Dear Tomas,

Thank you for your update.

I will wait till he handles the case.

Thanks

Hello Trustworthly,

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 Opabet 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

Latest update: 12-04-2026

I have sent additional information in regards the livechat agent (After chatting kicked out) & banned from the live chat.

Additional screenshots have been sent to your e-mail.

@Opabet Casino Do you have a update?

Dear Trustworthly,

All of the personal information shared in this thread is marked as sensitive.

Hello Michal,

We have initiated separate communication with the client and will resolve the dispute separately. The client will receive a full refund shortly. Thomas will confirm here once it is done.

Regards

Dear Michal,

The casino wishes to solve the complaint the moment i will mark this issue as resolved.

I am only closing the complaint the moment they have initiated the refund from there end and post a update on this topic.

The casino representive can post her a confirmation the moment it has been refunded so we can mark this as closed in good faith. I'm happy that the casino is operating.

Dear Michal,

We have made an agreement and the casino have refunded the money.

I wish to thank you and Opabet for there help in regarding this case and there co-operation.

thanks

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Trustworthly,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal