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Complaint Regarding Breach of Responsible Gambling Policy

My name is Anri ****, and I am a registered user of your platform. I am writing to express my serious concern regarding my recent gaming activity at Optibet, where I lost a total of €8,000.

I believe that during this period, there was a clear violation of responsible gambling practices. Despite clear signs of problematic gambling behavior, I was not offered any intervention, nor was I stopped at a critical moment to prevent further harm. No effective responsible gambling measures, such as deposit limits, cooling-off periods, or self-exclusion options, were properly enforced or suggested to me.

I respectfully request that Optibet conduct an internal investigation into my account activity and the handling of responsible gambling obligations. I also request that appropriate steps be taken, including a review of my case for a potential refund or compensation.

If I do not receive a satisfactory response within a reasonable timeframe, I will be compelled to escalate this matter to the relevant regulatory authorities and independent dispute resolution services.

I look forward to your prompt response.

Sincerely,

Anri ****

Dear qr6ns64hvw,

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

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

• Have you contacted casino support and asked what responsible gambling options are available to you?
• Have you visited the responsible gambling section of the casino here?
• Have you asked the casino about a refund of your lost funds already? What response have you received?
• Is your player's account accessible to you, or has your account been blocked already?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

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.

Dear qr6ns64hvw,

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,
Tomas
Casino.Guru