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Reloadbet deliberately lets my payouts float and refuses to close my account due to gambling addiction. Even repeated, clear requests on my part are, as I suspect deliberately, ignored. The payouts are deliberately delayed, so I cancel them. An account closure is not possible because the payouts are still pending. I saved the chat sale

Reloadbet lässt meine Auszahlungen absichtlich schweben und verweigert mir eine Kontenschließung aus Gründen einer Spielsucht. Selbst mehrmalige deutliche Bitten meinerseits werden, wie ich vermute absichtlich, nicht beachtet. Man zögert gezielt die Auszahlungen hinaus, so dass ich diese doch abbreche. Eine Kontenschließung sei nicht möglich, da die Auszahlungen noch schweben. Den Chatverkauf habe ich gespeichert

Dear Stefan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be blocked and the reason why?

Meanwhile, I have checked the terms and conditions on the website, and this is what I found https://www.reloadbet.com/info/responsible_gaming:

„Self-exclusion

If gambling has become a burden for you and does not serve its entertainment purpose any more, ReloadBet can help. Just feel free to contact our Email and submit your request for self-exclusion.

Please understand that self-exclusions are valid for all the gambling services ReloadBet provides: Sportsbook, Casino, Virtuals."

Is this the email address that you have sent your email to? support@reloadbet.com.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I sent two chats clearly showing that I can open the account at any time. You open my account over and over again. Although I've asked for a permanent ban a number of times. This is not possible

Zwei Chats, aus denen klar ersichtlich wird, das ich das Konto jederzeit öffnen darf, habe ich gesendet. Man öffnet mein Konto immer und immer wieder. Obwohl ich etliche Male um eine dauerhafte Sperre gebeten habe. Diese sei nicht möglich

Thank you very much, Stefan, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Stefan,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite ReloadBet Casino to the conversation to participate in the resolution of this complaint.

Hello,

Thank you for your opinion on ReloadBet Casino.

Please be advised that the customer's account is closed since yesterday, March 29, per client's request.

Best Regards,

ReloadBet Casino Team

The account can be reopened at any time. You offered that today. I basically don't want to be able to open it any more! Please finally understand! It has been reopened a number of times ... because I keep losing

Das Konto kann jederzeit wieder geöffnet werden. Das habt ihr noch heute angeboten. Ich will es grundsätzlich nicht mehr öffnen können! Bitte versteht das endlich! Es wurde etliche Male wieder geöffnet...weil ich immer wieder verliere

Dear ReloadBet Casino Team,

The player needs you to close his account immediately and permanently. I'm sure it is possible to do that. It doesn't help if he can reopen it at any time.

Hello,

The player's account at ReloadBet is closed on a permanent basis, without the possibility to be reopened.

Best Regards,

ReloadBet Casino Team

Thank you ReloadBet Casino Team for the reply.

Dear Stefan, can you confirm that your account is permanently closed?

A few days ago the casino informed me via chat that I can open the account as long as I submit a signed declaration that this is done at my request. Now let's trust that the account will really stay closed. Thanks for the help

Das Casino hat mir vor wenigen Tagen per Chat mitgeteilt, dass ich das Konto öffnen darf, solange ich eine unterschriebene Erklärung einreiche, dass dies auf meinen Wunsch geschieht. Vertrauen wir jetzt einmal darauf, dass das Konto wirklich zu bleibt. Danke für die Hilfe

Hi Stefan,

Thank you for the update. I will now mark the complaint as 'resolved' in our system. In case the casino lets you reopen your account at any point, you can also reopen the complaint and we will act accordingly. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter