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Subject: Complaint against Lamabet – Failure to self-exclude and refund request

Dear Casino Guru Complaint Team,

I am contacting you to file a formal complaint against Lamabet Casino (https://www.lamabet.com/it).

On [insert date of first request], I specifically requested the permanent closure of my gaming account due to gambling addiction, requesting immediate self-exclusion. Despite this, the casino did not close my account and allowed me to continue making deposits.

I reiterated the closure request on [insert any other dates], but the account remained active and operational.

Following my initial self-exclusion request, I made further deposits totaling €2,000. I believe these amounts should not have been accepted, as the casino had already been formally informed of my condition and of my intention to permanently discontinue gambling.

In my opinion, this is a serious violation of responsible gaming policies and the protection of vulnerable players.

I therefore ask:

Verifying that my self-exclusion request was handled correctly.

Full refund of any amounts deposited after the first request to close the account.

The final and irreversible closure of my account.

I have emails, screenshots, and deposit history proving the above, and am available to provide them upon request.

I count on your support to resolve this situation fairly and in compliance with responsible gaming regulations.

Best regards,

Bernardino ****

account email: [removed by Casino.Guru admin]

Oggetto: Reclamo contro Lamabet – Mancata autoesclusione e richiesta rimborso

Gentile Casino Guru Complaint Team,

vi contatto per presentare un reclamo formale contro il casinò Lamabet (https://www.lamabet.com/it).

In data [inserire data prima richiesta] ho richiesto espressamente la chiusura definitiva del mio conto gioco per motivi di ludopatia, chiedendo l’autoesclusione immediata. Nonostante ciò, il casinò non ha provveduto alla chiusura del conto e mi ha consentito di continuare ad effettuare depositi.

Ho reiterato la richiesta di chiusura in data [inserire eventuali altre date], ma il conto è rimasto attivo e operativo.

A seguito della mia prima richiesta di autoesclusione, ho effettuato ulteriori depositi per un totale €2000. Ritengo che tali somme non avrebbero dovuto essere accettate, in quanto il casinò era già stato formalmente informato della mia condizione e della volontà di interrompere definitivamente il gioco.

A mio avviso si tratta di una grave violazione delle politiche di gioco responsabile e di tutela dei giocatori vulnerabili.

Chiedo pertanto:

La verifica della corretta gestione della mia richiesta di autoesclusione.

Il rimborso integrale delle somme depositate dopo la prima richiesta di chiusura del conto.

La chiusura definitiva e irreversibile del mio account.

Sono in possesso di email, screenshot e cronologia dei depositi che dimostrano quanto sopra, e sono disponibile a fornirli su richiesta.

Confido nel vostro supporto per risolvere questa situazione in modo equo e conforme alle normative sul gioco responsabile.

Cordiali saluti,

Bernardino ****

email account: [removed by Casino.Guru admin]

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 Lamabet 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 received any response to your self-exclusion requests, either automatic replies or follow-up emails from support@lamabet10.com?
• After you learned your account wasn't self-excluded, have you contacted live chat and asked for assistance?
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication? (ads, newsletters)
• 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 contact the casino with a self-exclusion request via email at support@lamabet.com, 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 Lamabet 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

Good morning,

Thank you for your reply and assistance.

I'd like to inform you that my account is currently accessible and I can still log in to the site. Unfortunately, the system also allows me to continue making deposits, which has already happened after my self-exclusion request.

This is why the situation is very difficult for me, because I had explicitly asked to be self-excluded precisely to avoid being able to continue playing.

I kindly ask you to help and support me in this situation. I would also like assistance in trying to obtain a refund from the casino for deposits made after my self-exclusion request.

I look forward to hearing from you and thank you for your help.

Buongiorno,

grazie per la vostra risposta e per l’assistenza.

Vorrei informarvi che al momento il mio account è ancora accessibile e posso ancora effettuare l’accesso al sito. Purtroppo il sistema mi permette anche di continuare a fare depositi, cosa che è già successa dopo la mia richiesta di autoesclusione.

Per questo motivo la situazione per me è molto difficile, perché avevo chiesto esplicitamente di essere autoescluso proprio per evitare di poter continuare a giocare.

Vi chiedo gentilmente di aiutarmi e di supportarmi in questa situazione. Vorrei anche ricevere assistenza per cercare di ottenere un rimborso da parte del casinò per i depositi effettuati dopo la mia richiesta di autoesclusione.

Resto in attesa di una vostra risposta e vi ringrazio per il vostro aiuto.

Thanks for your reply.

I would kindly ask you to respond to my questions and to confirm that you sent a new self-exclusion request according to the instructions above.

Make sure to send the self-exclusion request to support@lamabet.com at this time if the issue persists. Including me in the copy of the email is an optional step.

Thanks in advance for your cooperation.

I followed your instructions

Ho seguito le tue istruzioni

Thanks for your confirmation.

I checked the evidence you shared via email.

• Did the casino close your account as a result?
• Have you received any response from support to your most recent request?
• Have you received any automated responses?

Please share any news regarding your player's account.

Dear Tomas,

Thank you for your continued support and for reviewing the documentation submitted.

Regarding the points raised:

• The account was closed, but only after my initial request. In the period immediately following the request, my access was not restricted.

• Regarding my last communication with support, I have not received any actual feedback confirming that the request has been taken into account or fulfilled.

• Automatic responses may have been sent, but in the absence of concrete intervention, these communications had no impact on the situation.

What I want to highlight is that, despite my attempt to activate self-exclusion measures, the casino system continued to allow transactions on the account, which is not consistent with responsible gaming practices.

I remain of course available should further details or clarifications be necessary.

Gentile Tomas,

La ringrazio per il suo continuo supporto e per aver verificato la documentazione inviata.

Per quanto riguarda i punti sollevati:

• Il conto è stato chiuso, ma solo in una fase successiva rispetto alla mia richiesta iniziale. Nel periodo immediatamente successivo alla richiesta, il mio accesso non risultava limitato.

• In merito alla mia ultima comunicazione con il supporto, non ho ricevuto un riscontro effettivo che confermasse la presa in carico della richiesta o la sua esecuzione.

• È possibile che siano state inviate risposte automatiche, ma in assenza di un intervento concreto, tali comunicazioni non hanno avuto alcun impatto sulla situazione.

Ciò che mi preme evidenziare è che, nonostante il mio tentativo di attivare misure di autoesclusione, il sistema del casinò ha continuato a consentire operazioni sul conto, il che non è coerente con le pratiche di gioco responsabile.

Resto naturalmente disponibile qualora fossero necessari ulteriori dettagli o chiarimenti

Thanks for your patience.

• Could you please specify the date when you requested the self-exclusion?
• When have you deposited in the casino following your self-exclusion (dates)
• When was your account closed? (date)

Looking forward to your reply.

Thank you for your reply.

• I requested self-exclusion/account closure on February 20, 2026, as evidenced by the email sent to support.

• Despite this request, the account was still accessible even afterward, which indicates that the self-exclusion measure was not applied correctly or immediately.

• Regarding any deposits, I confirm that any activity occurred in a context in which the account had not actually been blocked, despite my explicit request for reasons of gambling addiction.

• To date, I have not been provided with a clear and verifiable date of the actual closure of the account by the casino.

I therefore believe that the casino failed to meet its player protection obligations, especially considering my request related to gambling problems.

I await definitive clarification and a solution regarding the refund of the funds.

Thank you.

Grazie per la sua risposta.

• Ho richiesto l’autoesclusione/chiusura del conto in data 20 febbraio 2026, come dimostrato dall’email inviata al supporto.

• Nonostante questa richiesta, il conto risultava ancora accessibile anche successivamente, il che indica che la misura di autoesclusione non è stata applicata correttamente o in modo immediato.

• Per quanto riguarda eventuali depositi, confermo che qualsiasi attività è avvenuta in un contesto in cui il conto non era stato effettivamente bloccato, nonostante la mia esplicita richiesta per motivi di ludopatia.

• Ad oggi, non mi è stata fornita una data chiara e verificabile della reale chiusura del conto da parte del casinò.

Ritengo quindi che il casinò non abbia rispettato i propri obblighi di tutela del giocatore, soprattutto considerando la mia richiesta legata a problemi di gioco d’azzardo.

Resto in attesa di un chiarimento definitivo e di una soluzione in merito al rimborso dei fondi.

Grazie.

Thanks for your reply.

Unfortunately, the relevant context regarding your complaint is missing, without which we are unable to pursue the case.

Please note that the evidence you provided shows the self-exclusion was requested 'yesterday' without a specific date or response cited.

Kindly explain when exactly the casino closed your account and how you learned it was closed.

Kindly provide the specific dates when you made deposits in the casino following your self-exclusion request made on.

If you made deposits shortly after requesting a self-exclusion, we might not be able to assist you; explaining the detailed timeline of events is necessary.

Thanks in advance for your cooperation.

Thank you for your reply.

I understand the need for an accurate timeline of events. However, I would like to clarify that I, as a customer, can provide a definitive date for my self-exclusion/account closure, while the full technical details regarding the actual account closure and any subsequent activity are necessarily stored in the casino's systems.

I can confirm the following:

- I requested self-exclusion/account closure on the date already communicated;

- after this request, I was not provided with a clear and complete confirmation with a precise indication of the date and time of the actual technical closure of the account;

- I am unable to reconstruct every single deposit with absolute precision using the bank statement alone, because the payments are associated with company/processor names that are often generic or attributable to third parties, and do not always clearly identify the relevant casino;

- For this very reason, I believe the casino is the best place to check your complete history in its databases: self-exclusion requests, any subsequent logins, any subsequent deposits, and the actual date your account was closed.

I'd also like to add an important point: even after my self-exclusion request, I continued to receive promotional communications/emails/gambling invitations. This, in my opinion, is incompatible with the proper handling of a request based on gambling problems.

Therefore, I kindly ask you to proceed by requesting directly from the casino:

1. the exact date and time my self-exclusion request was received;

2. the exact date and time of actual closure/blocking of the account;

3. the complete list of deposits registered after the self-exclusion request;

4. confirmation of promotional communications sent following my request.

I have already provided everything I reasonably possess. However, the complete and verifiable data is the exclusive property of the casino.

I remain available to forward any additional screenshots or communications received, including promotional messages following your self-exclusion request.

Thank you.

Grazie per la vostra risposta.

Comprendo la necessità di avere una cronologia precisa degli eventi. Tuttavia, desidero chiarire che io, come cliente, posso fornire con certezza la data in cui ho richiesto l’autoesclusione/chiusura del conto, mentre i dettagli tecnici completi relativi all’effettiva chiusura dell’account e all’eventuale attività successiva risultano necessariamente nei sistemi del casinò.

Posso confermare quanto segue:

- ho richiesto l’autoesclusione/chiusura del conto nella data già comunicata;

- dopo tale richiesta, non mi è stata fornita una conferma chiara e completa con indicazione precisa della data e dell’ora di effettiva chiusura tecnica del conto;

- non sono in grado di ricostruire con assoluta precisione ogni singolo deposito tramite il solo estratto conto bancario, perché i pagamenti risultano associati a denominazioni societarie/processori spesso generici o riconducibili a soggetti terzi, e non sempre identificano in modo trasparente il casinò di riferimento;

- proprio per questo motivo, ritengo che il casinò sia il soggetto più idoneo a verificare nei propri database la cronologia completa: richiesta di autoesclusione, eventuale accesso successivo, eventuali depositi successivi e data effettiva di chiusura del conto.

Aggiungo inoltre un elemento rilevante: anche dopo la mia richiesta di autoesclusione, ho continuato a ricevere comunicazioni promozionali/email/inviti al gioco. Questo, a mio avviso, è incompatibile con una corretta gestione di una richiesta motivata da problemi di gioco d’azzardo.

Pertanto, vi chiedo cortesemente di proseguire richiedendo direttamente al casinò:

1. la data e l’ora esatta in cui è stata ricevuta la mia richiesta di autoesclusione;

2. la data e l’ora esatta di effettiva chiusura/blocco del conto;

3. l’elenco completo dei depositi registrati dopo la richiesta di autoesclusione;

4. la conferma delle comunicazioni promozionali inviate successivamente alla mia richiesta.

Io ho già fornito tutto ciò che è ragionevolmente in mio possesso. I dati completi e verificabili, però, sono nella disponibilità esclusiva del casinò.

Resto a disposizione per inoltrare ulteriori screenshot o comunicazioni ricevute, inclusi i messaggi promozionali successivi alla richiesta di autoesclusione.

Grazie.

Hello Ettore,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I went over the case once again.

Based on your description of events, the casino didn't close your account immediately. Please note, we believe there might be a delay before your request is made, and there is a period where the player protection can't reasonably be expected.

Since you confirmed you made deposits shortly after disclosing the gambling issues to the casino, there is little to no information about how the casino replied, when you made the deposits, and when your account was eventually closed. The information you shared so far is insufficient for us to confront the casino. Kindly provide more details and evidence that would point to the casino failing to protect you; otherwise, the complaint will be closed.

Good morning Tomas,

Thanks for your reply.

I would like to further clarify some fundamental aspects:

On 02/03/2026 I requested to close my account due to gambling addiction.

The account was only closed on 03/10/2026, leaving a gap of approximately 8 days in which the account remained active.

During this period, the account was accessible and not blocked.

Regarding any deposits made during that period, I would like to point out that payments to these sites appear under different names in the bank statements, making it difficult for me to identify them precisely.

However, I believe that this information is fully traceable by the casino itself, which has a complete history of transactions and account activity.

In light of this, I ask you to consider that:

The responsibility for monitoring and blocking the account after a gambling addiction claim falls on the casino.

any activity on the account during that period can be verified directly by them

I therefore reiterate that the delay in applying self-exclusion resulted in a lack of adequate protection.

I remain available for further clarification.

Best regards

Buongiorno Tomas,

grazie per la vostra risposta.

Vorrei chiarire ulteriormente alcuni aspetti fondamentali:

In data 02/03/2026 ho richiesto la chiusura del conto per motivi di ludopatia.

Il conto è stato chiuso solo in data 10/03/2026, lasciando un intervallo di circa 8 giorni in cui l’account è rimasto attivo.

Durante questo periodo, il conto era accessibile e non risultava bloccato.

Per quanto riguarda eventuali depositi effettuati in quel lasso di tempo, segnalo che i pagamenti verso questi siti compaiono con denominazioni diverse nei movimenti bancari, rendendo per me difficile identificarli con precisione.

Ritengo tuttavia che queste informazioni siano pienamente tracciabili dal casinò stesso, che dispone dello storico completo delle transazioni e dell’attività dell’account.

Alla luce di ciò, vi chiedo di considerare che:

la responsabilità di monitorare e bloccare l’account dopo una richiesta per ludopatia ricade sul casinò

eventuali attività sul conto durante quel periodo sono verificabili direttamente da loro

Ribadisco quindi che il ritardo nell’applicazione dell’autoesclusione ha comportato una mancata tutela adeguata.

Resto a disposizione per ulteriori chiarimenti.

Cordiali saluti

Dear Ettore,

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, Kubo (jakub.m@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 Ettore,

It is a pleasure to e-meet you. My name is Kubo, and I will be taking care of your complaint from this point onward.

If you have any updates or new developments since your last message, please feel free to share them with me.

In line with our standard procedure, I would like to invite a representative from Lamabet Casino to join this conversation. Their involvement will contribute to a more efficient and smoother resolution of your case.

Dear Lamabet Casino,

Could you please provide a thorough explanation of this case, including the reasons why the player's account remained active despite multiple self-exclusion requests and clear indications of a gambling problem?

Your detailed response is crucial to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and prompt reply.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ettore,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo