I've been trying to exclude myself since 01.03.2024. The live support in this "amazing" casino can't help me! Instead, they gave me an email address. Despite multiple requests for blocking, there's no response!

Ich versuche mich seit dem 01.03.2024 auszuschlie?en. Der Live-Support kann mir in diesem "gro?artigen" Casino nicht weiterhelfen! Stattdessen wurde mir eine Mailadresse genannt. Trotz mehrfacher Bitte um Sperrung kommt keine Reaktion!

Dear Butch030,

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

I checked the casino website and found the following information: https://emirbet.com/pages/terms-and-conditions

"3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from emirbet.com, he/she needs to contact us on the following email address: [email protected]

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours."

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you sent an email to the casino email detailing the reason and duration of the self-exclusion?
• Could you please share your request sent to the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

I have forwarded the email to you. Both the duration and the reason are stated there. I also sent the email to the address mentioned above.

Ich habe Ihnen die Mail weitergeleitet. Sowohl Dauer als auch Grund sind dort angegeben. Auch habe ich die Mail an die oben genannte Adresse geschickt.

Thank you very much, Butch030, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Butch030,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear EmirBet Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal and Butch030,

Thank you for reaching us.

We have reviewed the case, and would like to inform that each request is reviewed and handled manually, and due to the high volume some technical time was required for our team to handle his request. The gaming account of Butch030 with us is already excluded and the Player was also notified. 

Regards,

EmirBet

Dear Butch030,

Can you confirm the issue is resolved?

Yes, I am now blocked. Many thanks for the help. It was definitely due to the high volume. NOT!!!! To everyone else - stay away from this casino.

Ja, ich bin nun gesperrt. Vielen Dank für die Hilfe. Es lag bestimmt am hohen Aufkommen. NICHT!!!! An alle anderen - Finger weg von diesem Casino.

Dear Butch030,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, www.kpvfaw.com