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The casino despite the continuous explicit requests to close the account for gambling-related problems, continues to keep it open and letting me deposit. I ask for a refund of all the money deposited after the request to close the account on December 28, 2024

Il casino nonostante le continue richieste esplicite di chiusura dell'account per problemi legati al gioco d'azzardo, continua a tenerlo aperto e lasciamdomi depositare. Chiedo il rimborso di tutti i soldi depositati dopo la richiesta di chiusura account del 28 Dicembre 2024

Dear sparr600,

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

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

• Have you informed the casino about suffering from any gambling problems in the past?
• Do I understand correctly that your player's account is currently accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

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 Pribet 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."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

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

Hi Tomas, the casino was properly informed that I no longer wanted to gamble on December 28, 2024. I still have access to the account and the last deposit was on April 18, 2025. I have not made a refund request because I know they won't do it. I will try to send the email now.

Ciao Tomas, il casinò è stato adeguatamente informato che non volessi più giocare d'azzardo in data 28 dicembre 2024. Ho tutt'ora accesso all'account e l'ultimo deposito è stato in data 18 Aprile 2025. Non ho fatto una richiesta di rimborso perché tanto so che non lo faranno. Ora provo ad inviare la mail.

Thanks for your reply and explanation.

Have you received any replies from the casino since your last post?

Please let me know.

Yes, the casino finally accepted my request, the fact remains that almost 6 months have passed since I first requested it and I am asking for a refund

Si, il casino ha finalmente accettato la mia richiesta, resta il fatto peró che da quando l'ho richiesta per la prima volta sono passati quasi 6 mesi e io chiedo un rimborso

Thanks for the update.

Please understand that if you didn't inform the casino about your gambling problems in the past, we might not ask the casino for a refund.

Is there any other communication between you and the casino that you can provide as evidence of your efforts to seek player protection from the casino? If so, please submit it to my email at [email protected]

Sent to email

Inviata alla mail

Thanks for your reply.

Unfortunately the request you submitted doesn't represent a signal that the casino should prevent you from further gambling, and we therefore won't be able to confront the casino and ask for a refund on your behalf.

We can only do so if you informed the casino about your gambling problems, and the casino failed to protect you from further play.

Since you confirmed that the casino had already closed your account, there is no further assistance we can offer, and the complaint will be closed.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any casino in the future.