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The casino has agreed to refund me £1,000 as a gesture of goodwill due to the issue of problem gambling. However, on a single occasion, they permitted me to deposit nearly £3,000 without implementing any responsible gambling checks. Prior to this incident, I had formally requested a permanent closure of my account, a request that they did not honor and subsequently ignored in my follow-up emails. In light of these circumstances, I believe it is reasonable to request a full refund of the total amount deposited. The casino's actions indicate a lack of responsibility, as they should have permanently closed my account upon my initial request. The £1,000 refund was agreed upon on Monday the 28th April. Since then I have heard nothing and been blocked at sending emails. When I reach out to live chat they ask me to email them.

How can I recover the full £3,000 ?

Dear Cooldude3349,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

22. Self-Exclusion

22.1. In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you. email: [email protected]

22.2. Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

22.3. During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

Could you please clarify if you informed the casino about your gambling problem before depositing £3,000? If you did, please forward this self-exclusion request to [email protected]. Do you currently have access to your casino account?

Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Subject: Request for Account Closure and Refund

Dear Kristina,

I hope this message finds you well.

I would like to bring to your attention the correspondence I have previously sent regarding the closure of my account. In several emails, I have explicitly requested a permanent closure of my account and communicated my decision to refrain from engaging with their network further.

During a recent interaction via live chat, I expressed my difficulties with gambling. However, the representative I spoke with did not facilitate the closure of my account and instead advised me to contact a VIP manager. Despite my repeated communications, as evidenced in the attached emails, my account remains active.

I have sent requested emails to you.

I would like Li bet casino to refund all deposits.

Kind regards

Lewis

Thank you for your reply, Cooldude3349. I reviewed your emails, and all I see is that you informed the casino of your desire to play in licensed establishments. Furthermore, the only email in which you mention a gambling problem was sent to the VIP email address. In fact, not a single email has been sent to the correct address listed in the responsible gaming section ([email protected]).

Do I understand correctly that your account is still accessible and you can make deposits?

If so, please send another self-exclusion request. When applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly market,d you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Li.bet Casino ([email protected]) and keep me informed about any further developments. Thank you in advance.

Dear Cooldude3349,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru