El jugador solicita un reembolso.

I live in Germany, but it cannot be changed.

Today I lost 300 Euros at your casino, why wasn't it automatically locked after 60 minutes for 5 minutes as legally required?? I spent over 4 hours in a gambling spree. I demand my money back.

Furthermore, I have also played elsewhere this month.

Best regards

Ich lebe in Deutschland, aber es lässt sich nicht ändern.

Ich habe heute 300 Euro bei euch verspielt, wieso ist nach 60 Minuten nicht automatisch gesperrt wurden für 5 Minuten, so wie es gesetzlich vorgeschrieben ist?? Ich habe mich über 4 Stunden in einen Rausch gespielt. Ich fordere mein Geld zurück .

Desweiteren habe ich diesen Monat schon woanders gespielt.

Mit freundlichen Grüßen

Dear michaelhermanns14,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please specify the website of the casino? Is it https://www.netbet.de/ ?

Could you please advise if you contacted the casino regarding the issue? What was their response?

Have you set up any responsible gambling limits in the casino or asked the casino support to set them for you?

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

Best regards,

Tomas

Dear michaelhermanns14,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.