Trybet Casino - 重大な苦情があったため、プレイヤーのアカウントは閉鎖されました。

I hereby make a formal complaint about the activities of TryBet. The service is operated by Reactivaction Limited, which is regulated by the Isle of Man Gambling Supervision Commission under an OGRA license (valid from 06.04.2023 to 05.04.2028).

This complaint concerns serious violations of responsible gaming obligations, consumer protection, and data protection rights.

Proceedings:

On March 2026, I received a marketing message from you via text message.

Immediately after this, I sent you a message:

prohibiting all further marketing

requesting self-exclusion

stating that I am addicted to gambling and in a vulnerable position (medical certificate available)

Your negligence:

You didn't reply to my message.

You did not implement the marketing ban or self-blocking I requested.

You offered no support or guidance even though I shared my vulnerable situation.

Customer support was not available.

Consequences:

I ended up playing on your platform without any protective measures.

OGRA License Violations (Isle of Man):

Your license requires, among other things:

identifying and protecting vulnerable customers

immediate implementation of self-blocking solutions

Actively promoting responsible gaming

ensuring responsible marketing

Your actions clearly violate these obligations.

Violations of EU law:

Data protection and marketing

Directive 2002/58/EC (ePrivacy Directive):

Electronic marketing requires prior consent

Marketing must be stopped immediately upon request

Directive 2005/29/EC:

Aggressive marketing is prohibited.

Vulnerable consumers must be particularly protected

Violations of Finnish legislation:

According to the Lottery Act (1047/2001):

Gambling marketing is only permitted for operators licensed in Finland.

Marketing by foreign operators to Finland is prohibited.

Marketing must not be targeted at vulnerable individuals

The casino claims it didn't receive my email, it's easy to hide behind that because I have it in my possession: which I have also provided to them.

• video evidence from email (delivered to casino)

• screenshots

• original communication (email/message)

I am fully prepared to provide this evidence to regulators and, if necessary, present it in legal proceedings.

Their live chat doesn't work, customer service is poor, they blocked my email.

They only closed my account on April 7, 2026, even though in the email they said they did it on April 6, 2026

I haven't played since April 5, 2026.

Teen täten virallisen valituksen TryBetin toiminnasta. Palvelua operoi Reactivaction Limited, jota valvoo Isle of Man Gambling Supervision Commission OGRA-lisenssin alaisuudessa (voimassa 06.04.2023–05.04.2028).

Tämä valitus koskee vakavia rikkomuksia vastuullisen pelaamisen velvoitteista, kuluttajansuojasta sekä tietosuojan oikeuksista.

Tapahtumat:

maaliskuuta 2026 sain teiltä markkinointiviestin tekstiviestillä.

Välittömästi tämän jälkeen lähetin teille viestin:

kieltäen kaiken jatkomarkkinoinnin

pyytäen itse-estoa (self-exclusion)

ilmoittaen, että olen peliriippuvainen ja haavoittuvassa asemassa (lääkärintodistus saatavilla)

Laiminlyöntinne:

Ette vastanneet viestiini

Ette toteuttaneet pyytämääni markkinointikieltoa tai itse-estoa

Ette tarjonneet mitään tukea tai ohjeistusta, vaikka kerroin haavoittuvasta tilanteestani

Asiakastuki ei ollut saatavilla

Seuraukset:

Päädyin pelaamaan alustallanne ilman suojaavia toimenpiteitä

OGRA-lisenssin rikkomukset (Isle of Man):

Lisenssinne edellyttää muun muassa:

haavoittuvien asiakkaiden tunnistamista ja suojelemista

itse-estoratkaisujen viivytyksetöntä toteuttamista

vastuullisen pelaamisen aktiivista edistämistä

vastuullisen markkinoinnin varmistamista

Toimintanne rikkoo selvästi näitä velvoitteita.

EU-lainsäädännön rikkomukset:

Tietosuoja ja markkinointi

Direktiivi 2002/58/EY (ePrivacy-direktiivi):

Sähköinen markkinointi edellyttää ennakkosuostumusta

Markkinointi on lopetettava välittömästi pyynnöstä

Direktiivi 2005/29/EY:

Aggressiivinen markkinointi on kielletty

Haavoittuvia kuluttajia on suojeltava erityisesti

Suomen lainsäädännön rikkomukset:

Arpajaislain (1047/2001) mukaan:

Rahapelien markkinointi on sallittua vain Suomessa lisensoiduille toimijoille

Ulkomaisten toimijoiden markkinointi Suomeen on kielletty

Markkinointia ei saa kohdistaa haavoittuviin henkilöihin

Kasino väittää että ei saanut sähköpostiani, sen taakse on helppo piiloutua, koskaminulla on hallussani: jotka olen myös toimittanut heille.

• videotodisteet sähköpostista (toimitettu kasinolle)

• kuvakaappaukset

• alkuperäinen viestintä (sähköposti/viesti)

Olen täysin valmis toimittamaan nämä todisteet sääntelyviranomaisille ja tarvittaessa esittämään ne oikeudenkäynneissä.

Heidän live chat ei toimi, asiakaspalvelu huono, he estivät minun sähköpostini.

He sulkivat vasta 7.4.2026 tilini, vaikka sähköpostissa he sanoivat että tekivät sen jo 6.4.2026

en ole pelannut 5.4.2026 jälkeen.

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 Hubbabbubba,

Thank you very much for submitting your complaint. I’m sorry to hear about the player’s problem regarding your experience with TryBet.

To better understand the situation and assist you effectively, could you please provide more information by answering the following questions?

• Did you receive any follow-up communication from TryBet after your initial request?
• Have you attempted to reach out to TryBet through any other channels (e.g., email, phone) after your initial message?
• Can you provide details of the marketing message you received (e.g., content, date received)?
• Have you made any transactions during this period?

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

Best regards,

Petra

Hello,

they don't have a phone number.

I didn't get any replies from them to my email.

All marketing messages are saved. The message came to my phone on March 31, 2026 at 6:11 PM.

Yes, I have lost 1800e after March 31, 2026.

I sent them several emails after this and they said they blocked me on April 6, 2026 but the account was still open (I didn't play anymore because I had no money)

If you want I can video everything, also send me the link so it goes to the casino trybet

I have everything on file. All the receipts. They don't have a system to protect all of this. Why don't they use an autoresponder system? So they can then hide behind the fact that we didn't get your email?

hei,

ei heillä ole puhelin numeroa.

en saanut heiltä mitään vastauksia sähköpostiini.

Markkinointi viestit on kaikki tallella. Viesti tuli 31.3.2026 klo. 18.11 puhelimeeni

Kyllä olen hävinnyt 31.3.2026 jälkeen 1800e

lähetin heille tämän jälkeen useita sähköposteja ja he sanoivat että estivät minut 6.04.2026 mutta silti pelitili oli auki (en pelannut enään koska mulla ei ollut rahaa)

Jos haluat voin ottaa videolle kaiken, myös viesti linkin että se menee kasinolle trybet

Minulla on kaikki tallella. Kaikki tositteet. Heillä ei ole järjestelmää mikä suojelisi tästä kaikesta. Miksi he eivät käytä automaatti vastaus järjestelmää? Jotta he voisivat sitten piiloutua sen taakse että emme saaneet sähköpostiasi?

Hello,

Thank you for your willingness to provide additional evidence.

Any evidence may help clarify the situation. You can upload the video/evidence directly to this thread or send it via email to petra.h@casino.guru.

Please make sure the link is accessible so we can review it properly.

Thank you in advance for your cooperation.

Sent to you by email!

Lähetetty sinulle sähköpostilla!

I also sent a new one via wetransfer because email really ruins the quality. It's a free broadcast and you can watch it for 3 days. I hope you can open it in time.

Lähetin myös uuden wetransfer kautta koska sähköposti pilaa todella paljon laadun. Siinä on ilmainen lähetys ja voit katsoa sen 3päivää. Toivottavasti kerkeät avata sen ajoissa.

Dear Hubbabbubba

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 Martin (martin.l@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,

Petra

Hello Hubbabbubba,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the Trybet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Could you please clarify the timeframe of the issue? What is the first self-exclusion request you have received and when was the account closed? Afterwards, would you be able to provide us with the player's deposit history?

Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

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 Hubbabbubba,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

Hello Martin,

contacted you via Teams in order to solve this case.

Dear casino representative,

thank you for your messages.

Dear Hubbabbubba,

I can confirm we are in contact with the casino representative and are waiting for further clarifications.

Dear Casino Guru Team,

Following a full review of this matter, we can confirm that Trybet acted correctly and in accordance with all applicable procedures.

During our investigation, we identified clear inconsistencies in the information provided by the player. Specifically, the email presented by the player was dated prior to the creation of any account with Trybet. In addition, the SMS referenced in the complaint was not sent by Trybet.

The matter was also reviewed by the regulator. After examining our findings and our response to the player, the regulator was satisfied with the handling of the case and subsequently closed the matter without any action against Trybet.

We therefore maintain that Trybet acted appropriately throughout and that no wrongdoing occurred on our side.

Kind regards,

Trybet Team

Dear casino representative,

thank you for your response. I will send you an additional message shortly.

Dear Hubbabbubba,

thank you for your patience. Please forward me all the self-exclusion requests dated after you have created your account. I understand you have already shown them on the screenshare video, but I believe it would be best to have access to them in their original format. You can send them to martin.l@casino.guru.

Sended

Dear Hubbabbubba,

thank you for providing me with the emails. I also believe there was one more email documenting the entire timeframe of the issue - can you please forward this one as well?

Dear casino representative,

I have sent you a private message.

Hey, what email are you talking about? I'm completely lost now.

Hei, mistä sähköpostista puhut? Olen nyt ihan hukassa.

Hello,

it was sent on 6th of April at 16:23

I sent it, is it correct?

Lähetin, onko oikea?