Pribet Casino - La solicitud de cierre de cuenta del jugador es ignorada.

Good morning, I tried to close my PriBet account at least six times from January to March, declaring my gambling addiction each time. Pribet ignores every email, telling me I need to forward them my card details.

On top of that, they keep sending me promotional offers as if nothing had happened. They're completely mocking us sensitive gamers.

I haven't played for a while now, but I'd like to report them and request a refund. I have several email conversations, which I'm starting to attach.

I find all this unfair.

Could you help me?

Buongiorno, ho cercato di chiudere il mio conto PriBet da Gennaio a Marzo almeno 6 volte dichiarando la mia dipendenza da gioco d'azzardo ogni volta. Pribet ignora ogni mail rispondendomi che devo inoltrare loro i dati delle mia carta.

Oltre a questo continua ad inviarmi offerte promozionali come se nulla fosse. Si prendono completamente gioco di noi giocatori sensibili.

Adesso è da un po' che non gioco ma vorrei denunciarli e richiedere un rimborso. Ho a disposizione molte conversazioni mail che inizio ad allegare.

Trovo ingiusto tutto questo

Potreste aiutarmi?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Aabbaa,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’ve experienced.

Thank you for sharing the initial details and for attaching the screenshots. Based on what I can see so far, it appears that on 26.1. you informed the casino about your gambling problem, and on 30.1. they responded by requesting verification documents. To better understand the full context and assess whether there was a failure in handling your self-exclusion request, I would like to ask you a few additional questions:

• Could you please confirm whether you completed the verification process requested by the casino?
• Is your account currently still active and accessible?
• Were all your self-exclusion requests sent from your registered email address linked to your casino account?
• Did the casino ever explicitly confirm the closure or self-exclusion of your account at any point?
• Have you made any deposits or played after your initial request on 26.1.? If yes, please specify when.

If it is more convenient for you, you may forward all relevant communication and documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela