Ybets Casino - El cierre de la cuenta del jugador se ha retrasado.

After days I'm still waiting for the closure of my account and nothing happened. I use the customers chat every day since then but they can't help me at all and I have to wait until someone reaches out by mail!

Nothing happens! That's not acceptable because I still have the urge to play and I'm addicted and wanna stop!!!!

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Dear Acke1899 and Casino Guru,

We have located the player's account and checked recent communications with the player. They have, indeed, asked to close their account, however, they have not mentioned their gambling addiction to the team directly and they have not sent us an email with such notice. As such, their request has been handled as a normal account closure request.

The player has previously utilized our temporary self-exclusion tool, available for our players to take a break from gambling to reset. We wish to note that this tool is not a declaration of gambling addiction and can only be used for temporary restriction, if the player wishes.

As we have now obtained information that the player is suffering from gambling-related issues, we have permanently closed their Ybets account.

Respectfully,

Ybets Casino Representative.

Dear Acke1899,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru