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I have asked several times via live chat and email for my account to be closed due to gambling addiction. Casino does not respond and keeps asking me to send new emails asking me to send another request to close my account. Despite my requests to block the account, my account remains active and I have continued to make deposits. I am asking Casino Guru for support and requesting that Casino Fezbet refund my deposits and block my account.

Ich habe mehrmals per Live Chat und per Email drum gebeten, dass mein Konto aufgrund von Spielsucht geschlossen wird. Casino reagiert nicht und fordert immer wieder neue Emails von mir, wo ich erneut Antrag auf Kontoschliessung versenden soll. Mein Konto bleibt trotz meiner Aufforderungen, das Konto zu sperren, aktiv und ich konnte weiterhin Einzahlungen tätigen. Ich bitte Casino Guru um.Unterstützung und fordere Casino Fezbet mir meine Einzahlungen zurückzuerstatten und mein Account zu sperren.

Dear justi777,

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

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

Have you informed the casino about your gambling addiction in your self-exclusion request sent via email at any point?

Could you please advise when exactly you contacted live chat support with the request on the screenshot and what reply you received?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I contacted support on February 19, 2025 (see screenshot with date). I informed the Fezbet employees about my gambling addiction several times via live chat, you can also read that in the screenshot, it is in the text.

Thank you for your support.

If you have any questions, I'm here to help!

Mfg

J.Zajdel

Hallo, ich habe den Support am 19.02.25 kontaktiert(s.Screenshhoot mit Datum).Ich habe mehrmals die Mitarbeiter von Fezbet über mein Spielsucht per Live Chat informiert, das können Sie auch in den Screenshoot nachlesen, steht im Text.

Danke für Eure Unterstützung.

Beim Fragen bin ich für euch da!

Mfg

J.Zajdel

Thanks for your reply.

Do I understand correctly that after informing live chat about your gambling problems they recommended you send an email with a self-exclusion request?

Have you followed up and requested the self-exclusion via email specifying the reason for account closure is your ongoing gambling problems?

Please forward the account closure requests you sent before making deposits you wish to be refunded to my email address at tomas@casino.guru

Dear justi777,

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.