Starzbet Casino - Акаунтът на играча не е затворен.

Hello,

on July 22, 2025, I informed the casino that I am a gambling addict and that they should permanently close my account. Beforehand, I contacted live chat, and they told me to send an email, and as soon as they received it, my account would be closed immediately. My account has not been closed to this day, and I have lost another €180. In the email, I clearly stated, "Close my account permanently; I am a gambling addict!" Please help me.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which the casino recommended that you send them an email? Please share the information with timestamps to my email at [email protected]
• Have you received any response whatsoever from the casino's email?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Hello,

Is your account currently accessible to you?

Yes i can still login and deposit.

Could you please share the communication in which the casino recommended that you send them an email?

Yes have sent you an E-Mail.

Have you received any response whatsoever from the casino's email?

No i havent seen any response but i told the Live Chat 10 times that im a gambling addict and i cant control my gambling anymore and i also sent them an E-Mail.

When was the last time the casino allowed you to deposit?

I can still deposit and play. The last time i deposit was on July 24, 2026.

Has the casino responded to your refund request already? What did the casino reply?

No i told the Live Chat a few times but they instantly closed the Chat.

Thanks for your help.

Regards,

Chris

Dear Christoph90,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Christoph90,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Starzbet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Starzbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Starzbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

That's not true. Here is the original email I sent you. Furthermore, I contacted live chat multiple times and pointed out that I am a gambling addict and that I had already sent you two emails. To this day, my account is not closed, even though I have contacted live chat at least five times and sent you two emails clearly stating that I am a gambling addict and that you should close my account immediately and permanently!

@Casinoguru please do not display my attachments publicly here as my name is visible. Thank you.

Dear Starzbet Casino,

The player shared a screenshot showing their initial request from 22.06.2026. The email address is also visible in the screenshot.

Would it be possible for you to trace this email and confirm whether this is the email address associated with the player’s account? Thank you in advance for your cooperation.

Dear Christoph90,

Was this the only self-exclusion request you sent via a @gmail.com address? Did you receive any reply at all to those requests, at least some kind of automated reply?

Also, please note that we do not deem the request(s) from the @gmx.at address valid, as this email address is not directly connected to your casino account.

Dear Christoph90,

Please note that, according to the casino’s policies, a player requesting self-exclusion must contact the casino at [email protected]. You sent only one email, which was not successfully delivered, as no reply or confirmation was received.

In your later communication, you only referred to and showed screenshots of your requests made from a @gmx.de email address, not a @gmail.com address. Therefore, it was not possible for the support team to connect your email with your casino account. Therefore, we deem this effort on your part insufficient.

When handling these cases, we follow a consistent framework. Specifically, we believe that when a player submits a self-exclusion request and receives either no response or an irrelevant response from the casino, they should make a reasonable effort to ensure the request was properly delivered and acknowledged. Sending a single email may not always be sufficient, particularly in situations where such requests are processed manually and may unfortunately be overlooked.

Furthermore, if we were to accept a single unanswered request as the definitive starting point of the self-exclusion process, it could potentially open the door to abuse of the system. Players could submit one request and, if no reply is received, continue gambling without risk, expecting Casino Guru to later claim their eligibility for refunds. Unfortunately, this is not an approach we can support.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor

We’ve reopened this complaint at the request of Christoph90. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Starzbet Casino,

I have received emails and screenshots from the player regarding new self-exclusion requests sent to you. However, there was no reply from your side, and the live chat support only advised the player to set self-exclusion in their account. However, such an option is not available at your casino.

Could you please check the attachment and provide further insights?

Additionally, could you please close the player’s account due to a gambling-related problem, as it seems there is an issue with email delivery?

Thank you in advance for your cooperation.

Hello,

I do not believe there is an issue with email delivery, as I would otherwise have received a notification stating that the email could not be delivered. I can provide an example here: I contacted live chat multiple times to report my gambling addiction, but instead of giving me instructions on how to permanently close my account, they simply pointed me toward deposit limits. To this day, my account remains fully accessible, despite the fact that I have sent four emails, contacted live chat repeatedly, and even filed a formal complaint. In my view, this represents a failure in player protection.

And how do do know that there is supposedly an error with email delivery, or that this casino is simply ignoring my inquiries? Because I’ve even pointed out to live chat several times that I’ve sent multiple emails.

Here is an example.

Hello, just a quick update my account is still open and I can still deposit and lose money!!

@Starzbet Casino Why won't you close my account? I have already sent you a total of four emails and contacted live chat multiple times, requesting that my account be closed! I have repeatedly stated that I have a gambling addiction and can no longer control my gambling behavior! Why is my account still open? My next step will be to contact your licensing authority, and as a final step, I will seek legal counsel. Furthermore, I feel that Casino Guru is not viewing my case objectively, as this is a clear-cut instance of failed player protection. I have provided all the screenshots, yet it seems no one is interested in helping a gambling addict in a situation where the casino is clearly in the wrong. I ask you to review my case carefully once more, as this casino does not take player protection seriously.

Dear Christoph90,

I would like to ask you to reply only to specific questions or share necessary information.

Writing many messages without added value makes the thread less clear and actually makes my work more difficult.

Hello, Yes, I'm sorry, I'm just extremely angry because my account is still open!!

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 Christoph90,

After an additional review of this case and an internal discussion within the Casino Guru team, I would like to inform you of the following:

It seems to be a recurring issue that, when you communicate with the casino about your gambling struggle, you intentionally use the phrase "accident to gambling" instead of clearer phrases such as "gambling addiction." Therefore, we do not deem any of your efforts in this case sufficient.

The next time you request self-exclusion at any online casino, please use clear wording and phrases in order to correctly request self-exclusion.

Last but not least, please also use the correct email address that is associated with your casino account.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor