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For the past 2 months, I've been trying to close my account, and I've already sent a total of 6 emails. It's just not being taken care of and keeps getting delayed. This is unacceptable. The latest response from the Live Chat again suggested that I should send an email. However, I've already done that 7 times. Absolutely unprofessional.......

Ich versuche seit 2 Monaten mit insgesamt bereits 6 Mails mein Konto zu schließen. Es wird einfach nicht erledigt und immer wieder verschleppt. Das geht gar nicht. Der letzte Chat mit dem Live Chat kam wieder der Hinweis, ich solle eine Email schreiben. Das habe ich allerdings eben schon 7 mal getan. Absolut unseriös .......

Dear Tanhu, 

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 a gambling problem). 

From the screenshots you provided, you mentioned that your reason for closing the account is that you're no longer interested in playing. I understand your request, but please note that we are only able to assist players who wish to close their account due to gambling addiction or related issues. If this applies to your situation, kindly let us know, and we’ll be happy to assist you further.

Thank you very much in advance. 

Best regards,

Veronika

Good day,

Many thanks for the quick response.

In fact, I also want the closure for self-protection reasons, as I fear getting caught in a cycle.

Best regards

Tanhu

Guten Tag,

Vielen Dank für die schnelle Antwort.

In der Tat möchte ich die Schließung auch aus Selbstschutzgründen, da ich befürchte in einen Kreislauf zu geraten.

Mit freundlichen Grüßen

Tanhu

When applying for the self-exclusion, always 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 marked you stand a better chance to have 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 due to gambling problems

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 materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addictions/problems)

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 fill out this template and send it to the casino email customercare@pribet.com and include my email address as a closed copy (veronika.l@casino.guru). Thank you for your cooperation.

Dear Tanhu,

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.