Ybets Casino - Igrač ima poteškoća da zatvori nalog.

I have screenshots of the chat where I tell them I want my account closed, and they're giving me trouble closing it. They keep insisting I stay, saying I need a break. There's no money involved; I just want to help people know what kind of casino it is.

Tengo capturas de pantallas del chat donde les comento que quiero que cierren mi cuenta y me dan problemas para cerrarla me insisten en que siga que me caja un descanso. No hay dinero solo quiero ayudar a la gente que sepa que tipo de casino es.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear jotam1976,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at karla.m@casino.guru.

Thank you very much for your cooperation.

KM

Dear jotam1976 and Casino Guru,

We are unsure of the nature of this complaint lodged by the player. By our information, the player's account was closed per request by the team on August 18th, 2026. Supporting documentation has been sent by email to Casino Guru team.

Best regards,

Ybets Casino Representative.

Don't worry, you'll get to know her soon.

Ya la conocerán tranquilos

I sent an email on August 23rd where they closed my account. If you look at the screenshots in order, you can see me telling them I was having problems with the game and them urging me to play.

Enviado correo donde me.cierran la cuenta el.23 de agosto donde si se ven las capturas en orden se observa como les digo que tengo problemas con el.juego y me insitan a jugar

Dear jotam1976,

Thank you for your clarification.

Could you please send me the emails or other requests in which you asked the casino to self-exclude or close your account due to gambling problems?

Please also send me any other relevant communication you have had with the casino regarding your self-exclusion request, particularly any communication where the casino encouraged you to continue playing after you informed them about your gambling problems.

You can send all the documents, screenshots, and email communication to me at karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I believe I have sent him everything I have, the screenshots which are clear, and the cancellation request.

Creo que le he mandado todo lonque tengo las capturas que son claras y la solicitud de cancelación

Hello jotam1976,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear jotam1976,

Thank you very much for your patience.

After reviewing the information and evidence provided by both parties, unfortunately, we will have to reject this complaint.

The casino provided evidence confirming that your account closure request was processed on August 18, 2026, and you subsequently received confirmation that your account had been closed. The promotional communication you referred to was sent on August 16, 2026, before your account closure request.

Based on the evidence available to us, we have not found sufficient grounds to conclude that the casino failed to process your account closure request or continued sending promotional offers after the account was closed.

For these reasons, we will now reject the complaint.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru