Dream.Bet Casino - Заявките за деактивиране на акаунта на играча са игнорирани.

Hello Jackpot-Guru Team,

After several deposits, I won 400 euros on Dream.bet. Since I currently have no control over my gambling habits, I immediately sent an email to support requesting that my account be deactivated. My email was ignored (I have received no response to this day), and yesterday I lost all of my winnings and made additional deposits amounting to about 410 euros, which did not result in any further winnings.

If Dream.bet's support had responded to my request, both my winnings and my deposited money would not have been lost. On very similar sites (pribet1.com or zodiacbet1.com), I have had the same issues—the support either ignores requests to close/deactivate accounts or only responds after several weeks, repeatedly asking for the reason for the request, no matter how many times you explain it. This is absolutely unacceptable, as there are no options on Dream.bet to limit deposits, set limits, or temporarily deactivate the player account. According to the information on the website, you need to contact support for these actions, but since they ignore you, you're left completely helpless. I explicitly told support that I currently have a problem with my gambling behavior, and they should have deactivated my account, but they have not done so to this day.

Is there anything that can be done in this situation?

Best regards,

Hallo Jackpot-Guru Team,

Ich hatte nach etlichen Einzahlungen 400 Euro bei Dream.bet gewonnen und da ich aktuell keine Kontrolle über mein Spielverhalten habe, sofort eine Mail an den Support geschrieben, dass ich mein Konto gerne deaktivieren würde. Meine Mail wurde ignoriert (bis heute kam keine Antwort) und ich habe gestern meinen gesamten Gewinn verloren sowie danach noch mehrere Einzahlungen getätigt, die sich auf etwa 410 Euro belaufen und zu keinerlei Gewinnen geführt haben.

Wenn der Support von Dream.bet auf meine Bitte reagiert hätte, wären sowohl der Gewinn als auch mein eingezahltes Geld nicht verloren. Auf sehr ähnlichen Seiten (pribet1.com oder zodiacbet1.com) hatte ich bereits dieselben Probleme, der Support ignoriert Anfragen zur Kontoschließung-/deaktivierung oder antwortet erst nach mehreren Wochen und fragt dann immer wieder nach dem Grund für die Anfrage, egal wie oft man ihnen die Gründe mitteilt. Das ist absolut inakzeptabel, da es auf Dream.bet keinerlei Möglichkeiten zur Beschränkung von Einzahlungen wie Limits oder zur temporären Deaktivierung des Spielerkontos gibt. Laut den Informationen auf der Website muss man sich hierfür an den Support wenden, doch da dieser einen ignoriert, wird man völlig im Stich gelassen. Ich habe dem Support ausdrücklich gesagt, dass ich momentan ein Problem mit meinem Spielverhalten habe, worauf sie mein Konto hätten deaktivieren müssen, dies haben sie bis heute nicht getan.

Gibt es in diesem Fall irgendetwas, das man tun kann?

Liebe Grüße

Hello lolseinsohn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello Nick,

I wrote this email to support on July 2nd, the subject was "Account closing":

"Hello,

Please deactivate my account lolseinsohn permanently. I can't control my gambling habit at the moment and since it's not possible to set limits at your site, I think this is the best solution for me.

Best regards

"Luca Bohl"

As I understand it, I should have requested "self exclusion" instead of permanent deactivation of the player account in order to be eligible for refunds?

Best regards

Lucas

Hallo Nick,

Ich habe dem Support am 02.07. diese Mail geschrieben, der Betreff war "Account closing":

"Hello,

Please deactivate my account lolseinsohn permanently. I cant control my gambling habit at the moment and since its not possible to set limits at your site, I think this is the best solution for me.

Best Regards

Luca Bohl"

So wie ich es verstehe, hätte ich "self exclusion" statt permanenter Deaktivierung des Spielerkontos verlangen sollen, um Anspruch auf Rückerstattungen zu haben?

Liebe Grüße

Luca

One more addendum:

I wrote to Dream.bet support again on July 7th and this time explicitly requested self-exclusion. Since then I have made a profit of 450 euros, which I am still waiting to be paid out, but my deposits have amounted to more than 700 euros since my first email on July 2nd, of which around 500 euros were after I sent my second email.

The support doesn't answer my emails, I only get advertising and bonus offers.

Noch ein Nachtrag:

Ich habe dem Support von Dream.bet am 07.07. erneut geschrieben und diesmal explizit einen Selbstsusschluss gefordert. Seitdem habe ich zwar einen Gewinn von 450 Euro erzielt, auf dessen Auszahlung ich noch warte, doch meine Einzahlungen belaufen sich seit meiner ersten Mail vom 02.07. auf mehr als 700 Euro, davon ungefähr 500 Euro nach dem Senden meiner zweiten Mail.

Der Support antwortet mir nicht auf meine Mails, Ich bekomme immer nur Werbung und Bonusangebote.

Hello lolseinsohn,

Please forward the e-mail request you sent to the casino to nikolas.b@casino.guru.

Dear lolseinsohn,

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.

Hello Nick,

I wrote you an email and explained the current situation. Sorry for the delay and thank you for your help!

Best regards

Lucas

Hallo Nick,

ich habe dir eine Mail geschrieben und die aktuelle Situation erläutert. Sorry für die Verzögerung und danke für deine Hilfe!

Liebe Grüße

Luca

Dear lolseinsohn,

Please forward the actual e-mails you sent to the casino not a new one written by you.

Hello Nick,

I forwarded you both emails. All NewEra BV casinos seem to operate in this way, I currently have the same problem with olympusbet1.com and a few months ago with Pribet1.com

The emails are ignored and you have absolutely no option to limit your deposits or deactivate your account. The live chat always puts you off and refers you to support, which doesn't seem to exist.

Many thanks for the help!

Hallo Nick,

Ich habe dir beide Mails weitergeleitet. Alle NewEra BV Casinos scheinen auf diese Weise vorzugehen, ich habe aktuell dasselbe Problem mit olympusbet1.com und vor einigen Monaten bei Pribet1.com

Die Mails werden ignoriert und man hat absolut keine Möglichkeit seine Einzahlungen zu limitieren oder das Konto zu deaktivieren. Der Live Chat vertröstet einen jedes Mal und verweist auf den Support, der jedoch nicht existent zu sein scheint.

Vielen Dank für die Hilfe!

Dear lolseinsohn,

We actually need to see the full forwarded e-mail as in the one you did forward, it is not possible to tell that it was sent to the casino or not as it does not contain the original receiver.

Dear lolseinsohn,

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.

Hey Nick,

I forwarded the emails to you a few days ago. Something seems to have gone wrong the first time, but this time the sender and recipient are clearly visible.

Didn't you receive the emails?

Best regards!

Hey Nick,

Ich habe Ihnen die Mails vor einigen Tagen weitergeleitet. Beim ersten Mal scheint etwas nicht funktioniert zu haben, diesmal sind Absender und Empfänger deutlich sichtbar.

Haben Sie die Mails nicht empfangen?

Liebe Grüße!

Thank you lolseinsohn for all the information provided and the e-mails, received them correctly. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear lolseinsohn,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Joseph,

Thank you very much for your help! The casino has now reopened my account after the 30-day gaming break, even though I specifically requested a permanent block.

Hallo Jozef,

Vielen Dank für die Hilfe! Das Casino hat mein Konto mittlerweile nach der 30-tägigen Spielpause wieder eröffnet, obwohl ich ausdrücklich eine permanente Sperrung angefragt hatte.

Dear Jozef,

Please be advised that when the player reached out to us to request self-exclusion, he specifically stated his wish for his account to be closed as soon as all remaining funds were withdrawn. 

In response to his request, we took every possible measure to prioritize his withdrawal, given that each request undergoes individual review by our relevant department. As soon as lolsensohn received his funds, his account was promptly closed and will remain so in accordance with his wishes.

Regards,

DreamBet Casino

Dear Dream.Bet Casino team,

Thank you for your reply. As the player has informed you about their control issue, I believe such an account should be closed as soon as possible. Can you specify how long the player had to wait since their initial request?

As withdrawals can be delayed, I believe you should find a way to prohibit the player from depositing and playing without impacting the withdrawals.

Dear Jozef,

When the player submitted their request for closure as soon as the withdrawal is handled, we closed the account within 2 working days, which we consider a reasonable timeframe for our relevant team to take action.

Regards,

DreamBet Casino

Hello,

This time it actually went very quickly and I hardly made any losses after my 30-day ban. However, the period before the first temporary ban was activated was much too long. Apparently there is even the option to limit deposits until the ban is active, but this was not done before my account was first deactivated.

If I had not filed this complaint, it might not have been done this time either.

Hallo,

diesmal ging es tatsächlich sehr schnell und ich habe nach meiner 30-tägigen Sperre auch kaum Verluste gemacht. Der Zeitraum vor der Aktivierung der ersten temporären Sperre war jedoch deutlich zu lang. Scheinbar gibt es sogar die Möglichkeit Einzahlungen zu beschränken bis die Sperre aktiv ist, auch dies wurde vor der ersten Deaktivierung meines Kontos nicht getan.

Hätte ich diese Beschwerde nicht eingereicht, wäre es womöglich auch diesmal nicht gemacht worden.

Dear Michal and lolseinsohn

We understand that there is a difference in the processing times between the two requests. However, please note that all inquiries are handled by our relevant department, and processing time may vary depending on the volume of the cases. Additionally, during the review period, the player seeks whole responsibility for any account activity.

Our team is committed to ensuring that every matter is handled promptly, and in this instance, it was completed within the timeframe specified in our Terms and Conditions, to which the player agreed upon registration.

Regards, 

DreamBet Casino

Dear Dream.Bet Casino team,

Could you please specify the time it took to close the account after the player's first request? Can you also confirm that the player clearly mentioned a gambling problem in the request?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jozef,

The time taken by our department to close the player's account was fully in line with our Terms and Conditions.

The player's initial request explained the reason behind the closure, which was due to a lack of gaming limits, and as a result, the account was closed. Shortly after, he asked for their account to be re-opened to check on a recent withdrawal request.

Afterward the player scaled his account, and completed multiple withdrawals. At no point did he express any intention to permanently close the account. The communication with our support team was solely about withdrawal requests.

When the player decided that he doesn’t want to continue using our services, he came back to us with his request which was processed by our relevant department within 2 days.

Regards,

DreamBet Casino

Hello,

That is not true, I have sent both in my first mail to the correct mail address ( , because the address provided on the website doesn't seem to work) on July 4th as well as in my second email on July 7th that I cannot control my gaming behavior and asked for a permanent ban. Here is the exact wording of the two emails:

"Hello,

Please deactivate my account lolseinsohn permanently. I can't control my gambling habit at the moment and since it's not possible to set limits at your site, I think this is the best solution for me.

Best regards"

"Hello,

I already wrote an email on July 2nd, because I have a bad gambling spree at the moment and can't control my gambling habit. Right now I have a withdrawal of 300 Euro pending, but as soon as it is processed, I would like to exclude myself permanently from your site, as there are no mechanisms to limit deposits or losses. Since my first mail I lost more than 500 Euro in deposits and all my subsequent winnings at Dream.bet , which would not have happened, if my plea for the closing of my account from July 2nd would have been answered.

Please answer me this time to confirm, if it is possible to exclude me from playing at your site as soon as my pending withdrawal is processed.

Thank you and best Regards"

As you can see, I specifically asked for my account to be permanently deactivated, but this only happened on August 28th after I submitted the complaint here. Before that, my account was only closed for 30 days, which is why I was able to play on your site again.

Best regards

Lucas

Hallo,

Das stimmt so nicht, ich habe sowohl in meiner ersten Mail an die richtige Mailadresse (customercare@dream.bet, da die auf der Website angegebene Adresse support@dream.bet nicht zu funktionieren scheint) am 04.07. als auch in meiner zweiten Mail am 07.07. erwähnt, dass ich mein Spielverhalten nicht kontrollieren kann und um eine permanente Sperre gebeten. Hier ist der exakte Wortlaut der beiden Mails:

"Hello,

Please deactivate my account lolseinsohn permanently. I cant control my gambling habit at the moment and since its not possible to set limits at your site, I think this is the best solution for me.

Best Regards"

"Hello,

I already wrote a Mail at Juli 2nd, because I have a bad gambling spree at the moment and cant control my gambling habit. Right now I have a withdrawal of 300 Euro pending, but as soon as it is processed, I would like to exclude myself permanently from your site, as there are no mechanisms to limit deposits or losses. Since my first mail I lost more than 500 Euro in deposits and all my subsequent winnings at Dream.bet, which would not have happended, if my plea for the closing of my account from Juli 2nd would have been answered.

Please answer me this time to confirm, if it is possible to exclude me from playing at your site as soon as my pending withdrawal is processed.

Thank you and best Regards"

Wie Sie sehen, habe ich ausdrücklich um eine permanente Deaktivierung meines Kontos gebeten, was jedoch erst am 28.08. geschah, nachdem ich die Beschwerde hier eingereicht habe. Vorher wurde mein Konto nur für 30 Tage geschlossen, weshalb es mir erneut möglich war, auf Ihrer Seite zu spielen.

Mit freundlichen Grüßen

Luca

Dear Dream.Bet Casino team,

If the player's statements and evidence are accurate, and you were indeed aware of the gambling problem since July 2nd, but the account was not closed until August, this process is unacceptable. Such an account should have been closed as soon as possible, ideally within days, not weeks or months. Even if you claim that this aligns with your terms and conditions, it does not meet the standards of responsible gambling. I believe the player deserves compensation for this oversight. Could you please reevaluate your position, or is this your final decision?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jozef,

Internal consultations on the case are ongoing. We will let you know when we have an update.

Regards,

DreamBet Casino

Dear Dream.Bet Casino team,

thank you for your reply. I am extending the timer by 7 days. Let me know if you need more time.

Dear Jozef,

We would like to inform you that we are still looking into the case in detail. We kindly ask for a little more time. You can expect an update from us in the upcoming days.

Thank you for your patience and understanding.

Kind regards,

DreamBet Casino

Dear lolseinsohn,

Could you please provide evidence of your email request for account closure dated 2nd July? If possible, kindly forward it to jozef.k@casino.guru.

Hello Jozef,

I am forwarding all three emails to you.

Again, thank you very much for your help!

Hallo Jozef,

ich leite Ihnen alle drei besagten Mails weiter.

Weiterhin vielen Dank für die Hilfe!

Dear Lolseinsohn,

I have not received it. Could you please add the screenshots here? I will mark them as private so they will not be visible to the public.

Hello Jozef,

I have forwarded the emails to you, please excuse the delay.

Best regards!

Hallo Jozef,

ich habe dir die Mails weitergeleitet, entschuldige bitte die Verzögerung.

Liebe Grüße!

Dear Dream.Bet Casino team,

I have forwarded the evidence to you. May I kindly ask you to react?

Dear lolseinsohn,

I have been contacted by the casino team regarding your case. Based on the evidence provided, you informed the casino team of your gambling problem on the 4th of July. Please note that the casino requires a few working days to process account closures. As the 6th and 7th were weekend days, the earliest feasible date for closing your account was the 8th of July. Ideally, no further gambling activity should have taken place after this date.

However, according to the casino’s records, during this period, you made deposits totaling 1,047 EUR and withdrawals amounting to 1,200 EUR, resulting in a net profit of 153 EUR. Therefore, you are not eligible for additional refunds as you should not lose or win anything.

Given the above information, I must close this case as rejected. While I agree that your account should have been closed more promptly, I do not believe a refund is justified under these circumstances.

Kind regards, Jozef