Lamabet Casino - Учетная запись игрока остается активной, несмотря на запрос о самоисключении.

Subject: Complaint against Lamabet – Failure to self-exclude and refund request

Dear Casino Guru Complaint Team,

I am contacting you to file a formal complaint against Lamabet Casino (https://www.lamabet.com/it).

On [insert date of first request], I specifically requested the permanent closure of my gaming account due to gambling addiction, requesting immediate self-exclusion. Despite this, the casino did not close my account and allowed me to continue making deposits.

I reiterated the closure request on [insert any other dates], but the account remained active and operational.

Following my initial self-exclusion request, I made further deposits totaling €2,000. I believe these amounts should not have been accepted, as the casino had already been formally informed of my condition and of my intention to permanently discontinue gambling.

In my opinion, this is a serious violation of responsible gaming policies and the protection of vulnerable players.

I therefore ask:

Verifying that my self-exclusion request was handled correctly.

Full refund of any amounts deposited after the first request to close the account.

The final and irreversible closure of my account.

I have emails, screenshots, and deposit history proving the above, and am available to provide them upon request.

I count on your support to resolve this situation fairly and in compliance with responsible gaming regulations.

Best regards,

Bernardino ****

account email: [removed by Casino.Guru admin]

Oggetto: Reclamo contro Lamabet – Mancata autoesclusione e richiesta rimborso

Gentile Casino Guru Complaint Team,

vi contatto per presentare un reclamo formale contro il casinò Lamabet (https://www.lamabet.com/it).

In data [inserire data prima richiesta] ho richiesto espressamente la chiusura definitiva del mio conto gioco per motivi di ludopatia, chiedendo l’autoesclusione immediata. Nonostante ciò, il casinò non ha provveduto alla chiusura del conto e mi ha consentito di continuare ad effettuare depositi.

Ho reiterato la richiesta di chiusura in data [inserire eventuali altre date], ma il conto è rimasto attivo e operativo.

A seguito della mia prima richiesta di autoesclusione, ho effettuato ulteriori depositi per un totale €2000. Ritengo che tali somme non avrebbero dovuto essere accettate, in quanto il casinò era già stato formalmente informato della mia condizione e della volontà di interrompere definitivamente il gioco.

A mio avviso si tratta di una grave violazione delle politiche di gioco responsabile e di tutela dei giocatori vulnerabili.

Chiedo pertanto:

La verifica della corretta gestione della mia richiesta di autoesclusione.

Il rimborso integrale delle somme depositate dopo la prima richiesta di chiusura del conto.

La chiusura definitiva e irreversibile del mio account.

Sono in possesso di email, screenshot e cronologia dei depositi che dimostrano quanto sopra, e sono disponibile a fornirli su richiesta.

Confido nel vostro supporto per risolvere questa situazione in modo equo e conforme alle normative sul gioco responsabile.

Cordiali saluti,

Bernardino ****

email account: [removed by Casino.Guru admin]

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lamabet 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?
• Have you received any response to your self-exclusion requests, either automatic replies or follow-up emails from [email protected]?
• After you learned your account wasn't self-excluded, have you contacted live chat and asked for assistance?
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication? (ads, newsletters)
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino with a self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Lamabet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Good morning,

Thank you for your reply and assistance.

I'd like to inform you that my account is currently accessible and I can still log in to the site. Unfortunately, the system also allows me to continue making deposits, which has already happened after my self-exclusion request.

This is why the situation is very difficult for me, because I had explicitly asked to be self-excluded precisely to avoid being able to continue playing.

I kindly ask you to help and support me in this situation. I would also like assistance in trying to obtain a refund from the casino for deposits made after my self-exclusion request.

I look forward to hearing from you and thank you for your help.

Buongiorno,

grazie per la vostra risposta e per l’assistenza.

Vorrei informarvi che al momento il mio account è ancora accessibile e posso ancora effettuare l’accesso al sito. Purtroppo il sistema mi permette anche di continuare a fare depositi, cosa che è già successa dopo la mia richiesta di autoesclusione.

Per questo motivo la situazione per me è molto difficile, perché avevo chiesto esplicitamente di essere autoescluso proprio per evitare di poter continuare a giocare.

Vi chiedo gentilmente di aiutarmi e di supportarmi in questa situazione. Vorrei anche ricevere assistenza per cercare di ottenere un rimborso da parte del casinò per i depositi effettuati dopo la mia richiesta di autoesclusione.

Resto in attesa di una vostra risposta e vi ringrazio per il vostro aiuto.

Thanks for your reply.

I would kindly ask you to respond to my questions and to confirm that you sent a new self-exclusion request according to the instructions above.

Make sure to send the self-exclusion request to [email protected] at this time if the issue persists. Including me in the copy of the email is an optional step.

Thanks in advance for your cooperation.

I followed your instructions

Ho seguito le tue istruzioni

Thanks for your confirmation.

I checked the evidence you shared via email.

• Did the casino close your account as a result?
• Have you received any response from support to your most recent request?
• Have you received any automated responses?

Please share any news regarding your player's account.

Dear Tomas,

Thank you for your continued support and for reviewing the documentation submitted.

Regarding the points raised:

• The account was closed, but only after my initial request. In the period immediately following the request, my access was not restricted.

• Regarding my last communication with support, I have not received any actual feedback confirming that the request has been taken into account or fulfilled.

• Automatic responses may have been sent, but in the absence of concrete intervention, these communications had no impact on the situation.

What I want to highlight is that, despite my attempt to activate self-exclusion measures, the casino system continued to allow transactions on the account, which is not consistent with responsible gaming practices.

I remain of course available should further details or clarifications be necessary.

Gentile Tomas,

La ringrazio per il suo continuo supporto e per aver verificato la documentazione inviata.

Per quanto riguarda i punti sollevati:

• Il conto è stato chiuso, ma solo in una fase successiva rispetto alla mia richiesta iniziale. Nel periodo immediatamente successivo alla richiesta, il mio accesso non risultava limitato.

• In merito alla mia ultima comunicazione con il supporto, non ho ricevuto un riscontro effettivo che confermasse la presa in carico della richiesta o la sua esecuzione.

• È possibile che siano state inviate risposte automatiche, ma in assenza di un intervento concreto, tali comunicazioni non hanno avuto alcun impatto sulla situazione.

Ciò che mi preme evidenziare è che, nonostante il mio tentativo di attivare misure di autoesclusione, il sistema del casinò ha continuato a consentire operazioni sul conto, il che non è coerente con le pratiche di gioco responsabile.

Resto naturalmente disponibile qualora fossero necessari ulteriori dettagli o chiarimenti

Thanks for your patience.

• Could you please specify the date when you requested the self-exclusion?
• When have you deposited in the casino following your self-exclusion (dates)
• When was your account closed? (date)

Looking forward to your reply.