Dream.Bet Casino - Искането на играча за закриване на акаунт се игнорира.

I have repeatedly contacted this casino through live chat about my condition as a compulsive gambler. I have also requested the closure of my account due to my condition and the processing of my withdrawal. The casino ignored me the entire day and also via live chat. I lost the withdrawal and found myself in a critical situation. Even now, the casino has not closed my account after learning that I am a compulsive gambler and allows me to play and deposit without restrictions. I am requesting a refund of my deposits for at least an amount of 870 euros immediately, or I will take legal action.

Ho esposto più volte via live chat a questo casinò la mia condizione di ludopatico , ho anche richiesto il blocco del mio conto per la mia condizione e l'elaborazione del mio prelievo , il casinò non mi ha risposto per tutta la giornata ignorandomi anche via live chat , io ho perso il prelievo e mi sono ritrovato in una situazione critica . Tuttora il casinò non ha chiuso il mio account dopo aver appreso che io sono un ludopatico e mi permette di giocare e depositare tranquillamente , richiedo il rimborso dei miei depositi quantomeno per un ammontare di 870 euro in modo anche immediato o procederò per via legale

Hello schieralorenzo09,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dream.Bet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if the screenshot you provided was your first self-exclusion request?
• When exactly did you lose your balance?
• Have you heard from the casino since your request?

Please keep in mind that that it takes up to 72 working hours to process a self-exclusion request and any balance lost during this period is not refundable.

Looking forward to your answer.

Regards,

Nick

Hi, I have several tests that I was unable to upload and I will attach them to you now.

The balance was lost on 31 Oct in the early morning hours.

I have had no news from the casino despite repeated requests for repeated efforts.

Ciao allora ho diverse prove che non sono riuscito a caricare e ti allegherò adesso.

L'equilibrio è stato perso il 31 ott nelle prime ore del mattino .

Non ho avuto nessuna notizia dal casino nonostante le ripetute richieste di ripetuti sforzi .

Despite this, even after three days my account is still working perfectly.

nonostante questo , tuttora a distanza di tre giorni il mio conto è ancora perfettamente in funzione

I also managed to recover 4 requests for cross-exclusion made to Olympusbet's email customer support for the entire NEWERA casino group, made on a date before my registration on dreambet, so they should never have opened my account and even less should they have let me deposit.

I demand an immediate refund and I will give up on claiming damages from this company

Sono riuscito a recuperare inoltre ben 4 richieste di autoesclusione trasversale fatte alla assistenza clienti e-mail di Olympusbet per tutto il gruppo di casinò di NEWERA , fatte in una data prima della mia registrazione su dreambet , quindi loro non avrebbero mai dovuto aprire il mio conto e tantomeno avrebbero dovuto farmi depositare .

richiedo l'immediato rimborso e rinuncerò a chiedere i danni a questa società

Hello schieralorenzo09,

As I stated above, it takes 72 working hours (weekends are excluded).

Can you please advise if your account is currently still active?

Also if you have lost your balance on the date of your request, it is not refundable.

Regarding the previous exclusions in other casinos - there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Only a few licenses has cross-casino exclusion and as this casino does not even have a license, it has zero effect here.

Regards,

Nick

My account was closed as soon as I opened the complaint

Il mio conto è stato chiuso non appena ho aperto il reclamo

Hello schieralorenzo09,

Since your request was made on 30.10.2024, and your account was closed within two days (as you mentioned on 1.11.2024), the casino has acted appropriately.

Please note that deposits made after an exclusion request are not eligible for a refund. Given that your account was closed within a reasonable timeframe and a refund is not possible, we will need to close this complaint.

Best regards,

Nick