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Subject: Complaint about Casino Pribet – Request for assistance

Ladies and Gentlemen

I am contacting you in the hope that you can help me with a serious problem with the Pribet online casino. Despite my repeated requests to block my account over three months ago, Pribet has completely ignored my requests. Instead, I have been redirected from one email address to another without any solution being found.

Unfortunately, because my account was not blocked, I was still able to access my account and lost a lot of money during this time. This could have been avoided if Pribet had taken my requests seriously and blocked my account promptly.

I am deeply disappointed with the way Pribet has handled my concerns. I see their behavior as a clear violation of the principles of player protection. Since I have not received any support or clarification so far, I ask you, as an independent and reputable authority in the online casino sector, to support me in this matter.

Can you help me resolve this issue with Pribet? I am ready to provide you with all relevant information and documentation to support my case. I hope you will not leave me alone in this difficult situation.

Thank you in advance for your support.

Best regards,

[Mike K.]

[l****************@gmail.com is the email address for your Pribet account]

Betreff: Beschwerde über Casino Pribet – Bitte um Unterstützung

Sehr geehrte Damen und Herren,

ich wende mich an Sie in der Hoffnung, dass Sie mir bei einem schwerwiegenden Problem mit dem Online-Casino Pribet helfen können. Trotz meiner wiederholten Bitten um die Sperrung meines Accounts vor über drei Monaten hat Pribet meine Anfragen vollständig ignoriert. Stattdessen wurde ich von einer E-Mail-Adresse zur nächsten weitergeleitet, ohne dass eine Lösung gefunden wurde.

Durch die ausbleibende Sperrung meines Accounts habe ich leider weiterhin Zugang zu meinem Konto gehabt und in dieser Zeit viel Geld verloren. Dies wäre vermeidbar gewesen, wenn Pribet meine Anfragen ernst genommen und meinen Account zeitnah gesperrt hätte.

Ich bin zutiefst enttäuscht von der Art und Weise, wie Pribet mit meinen Anliegen umgegangen ist. Ich sehe in ihrem Verhalten einen klaren Verstoß gegen die Prinzipien des Spielerschutzes. Da ich bisher keine Unterstützung oder Klärung erhalten habe, bitte ich Sie als unabhängige und renommierte Instanz im Bereich Online-Casinos, mich in dieser Angelegenheit zu unterstützen.

Können Sie mir helfen, dieses Problem mit Pribet zu lösen? Ich bin bereit, Ihnen alle relevanten Informationen und Unterlagen zur Verfügung zu stellen, um meinen Fall zu untermauern. Ich hoffe, dass Sie mich in dieser schwierigen Situation nicht alleine lassen.

Vielen Dank im Voraus für Ihre Unterstützung.

Mit freundlichen Grüßen,

[Mike K.]

[l**************@gmail.com ist die E-Mail zum Account bei Pribet]

Dear lolseinschwager,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Could you please specify the reason for closing your account?

Would you be so kind as to forward me all account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Dominika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello, the reason for the self-exclusion was my gambling addiction.

Best regards

mike

Guten Tag, der Grund des Selbstauschluss war die Spielsucht die ich habe.

Beste Grüße

mike

Dear lolseinschwager, do I understand correctly that your request on November 30th was an attempt to close your casino account again after three months?

Did you make any deposits after your November 30th request?

Do I understand correctly that you wanted your account closed for six months, but the casino only closed it for 30 days?

Please try to find the self-exclusion requests you sent to the casino before November 30th so we have supporting evidence.

Yes, exactly, I tried that but unfortunately without success and yes, I made payments after November 30th.

and yes, the casino only closed the account for 30 days instead of 6 months.

Unfortunately I have tried everything to restore the emails but without success.

Ja genau, das habe ich versucht leider ohne Erfolg und ja ich habe nach dem 30.11 noch eingezahlt.

und ja das Casino hat anstatt der 6 Monate nur 30 Tage das Konto geschlossen.

und leider habe ich dahingehend schon alles versucht die emails wiederherzustellen leider ohne Erfolg.

Thank you very much, lolseinschwager, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you

Vielen dank

Hello lolseinschwager,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Pribet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Please note that the player sent his self-exclusion request to our designated email address on 30th of November. The request was reviewed, processed and then adjusted accordingly, as per his wishes.

Also, please be advised that there are no deposits between the player's SE request and the date he was excluded.

We believe this brings clarity over the above matter.

Kind regards,

Pribet Casino

That's not true, I deposited at least 300€ during that period.

and all this time ago I also asked for a permanent ban which was not followed up.

Furthermore, I asked for a 6 month ban and not just 30 days.

Das ist so nicht richtig, ich habe mindestens 300€ eingezahlt in dem Zeitraum.

und habe vor dieser ganzen Zeit auch schon um eine permanente Sperre gebeten der nicht nachgegangen wurde.

Darüber hinaus habe um eine 6 Monatige Sperre gebeten und nicht nur 30 Tage.

Dear Pribet Casino,

Can you tell me when exactly the player was self-excluded after his request on the 30th of November? Also, just to be sure, is he excluded for 6 months, as he originally wanted, or is the self-exclusion valid only for 30 days?

Dear Michal,

Please be advised that due to the necessary technical time, the player's request was carefully reviewed and processed on 16th of December.

Such inquiries are handled exclusively by our dedicated team of specialists, and self-exclusion requests need to be properly formatted and sent to the correct e-mail address as stated in our terms. Their role is crucial in ensuring players receive appropriate assistance tailored to their needs while maintaining the integrity of the gaming platform's policies.  

Also, we can confirm that the player's exclusion period was adjusted accordingly and a decision has been made for it to be permanent. 

Kind regards,

Pribet Casino

Dear lolseinschwager,

Would you be able to provide me with any proof of your deposits to the casino during the period from the 30th of November to the 16th of December? Please send all the relevant evidence to michal.v@casino.guru. I will be waiting for your email.

Dear lolseinschwager,

I have received your email, however, there is no date visible on the statement. Please, sent me a statement where the date of the transactions is clearly visible.

Dear lolseinschwager,

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.