Jeg anmodede oprindeligt via e-mail til Powbet om at støtte lukningen af adgangen til kasinosiden af deres side for mig den 06.11.2023, fordi jeg spillede for meget. Jeg fik ikke noget svar, og jeg blev ved med at miste nogle flere.
Den 09.11.2023 kontaktede jeg Powbet igen og skrev følgende:
"Min anmodning nedenfor er blevet ignoreret, det er ikke normalt.
Fortsæt venligst hurtigst muligt med min anmodning om at lukke casinosiden af min konto. Hvis en adskilt lukning ikke er mulig, så luk venligst al adgang inklusive sportsvæddemålssiden også."
Jeg kunne ikke gøre det tydeligere, at jeg ville have det lukket. Jeg fik først svar 13 dage senere (!!), hvori det stod, at "de er kede af at høre, at jeg ønsker at forlade dem", men jeg skulle kontakte dem igen, hvis jeg ville lukke kontoen, og at de havde givet mig en uopfordret bonus.
Med denne bonus på min konto nu, blev jeg lokket til at fortsætte med at spille og fortsatte med at tabe noget mere.
Der er ingen tvivl om, at mine anmodninger om at lukke kontoen var meget klare. De erkendte dem endda selv, men overholdt dem ikke.
Til sidst, den 23-02-24, sendte jeg dem et krav for ikke at reagere på min anmodning om ansvarligt spil og bad om tilbagebetaling af Eur 3539,- jeg havde tabt siden da.
Jeg modtog kun den automatiske mail om, at min besked var modtaget, men intet svar fra Powbet, før jeg sendte et fornyet krav 4 dage senere den 27-02-24. Dette blev også modtaget, men fuldstændig ignoreret af Powbet. Al kommunikation (i det væsentlige ensidigt) er vedhæftet her.
Da der heller ikke var noget svar på dette, havde jeg det indtryk, at jeg skulle vente i minimum 8 uger for at give dem mulighed for at svare mig, før jeg eskalerede sagen.
Men der skete ikke noget, jeg blev stadig bombarderet med markedsføring fra Powbet indtil 15.04.24.
Nu ser det ud til, at de til sidst lukkede kontoen diskret for et par uger siden og bare ignorerede mig.
Det er ikke normalt, og de skal ikke have lov til at behandle kunder sådan.
Jeg garanterer, at alle oplysninger angivet her er korrekte og er tilgængelig for mere information.
Tak for din hjælp.
I originally requested by email to Powbet support the closure of the access of the casino side of their site for me on 06.11.2023, because I was playing too much. I did not get any reply and I continued to lose some more.
On the 09.11.2023 I have contacted Powbet again and wrote the following:
"My request below has been ignored, it is not normal.
Please proceed asap with my request to close the casino side of my account. If a segregated closure is not possible, please then close all access including the sports betting side too."
I could not make it clearer that I wanted it to be closed. I only received a reply 13 days later (!!), stating that "they are sorry to hear that I wish to leave them", but I would have to contact them again if I wanted to close the account, and that they had given me an unsollicited bonus.
With this bonus in my account now, I was enticed into continuing to play and proceeded to lose some more.
There is no question that my requests for closing the account were very clear. They even acknowledged them themselves, but did not comply.
Eventually, on 23-02-24, I sent them a claim for failing to act on my responsible gambling request and asked for the refund of Eur 3539,- I had lost since then.
I received only the automatic mail saying that my message had been received, but no answer from Powbet until I sent a renewed claim 4 days later on 27-02-24. This was also received, but completely ignored by Powbet. All communication (one-sided essentially) is attached here.
When there was no answer to this either I was under the impression that I had to wait for a minimum of 8 weeks to leave them the possibility to reply to me before escalating the matter.
But nothing happened, I was still bombarded with marketing from Powbet until 15.04.24.
Now it seems that they did eventually close the account discretely a couple of weeks ago and just ignored me.
This is not normal and they should not be allowed to treat customers like that.
I guarantee that all information stated here is correct and am available for more information.
Thank you for your help.
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