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Good day! I opened an account at Elite24bet in June 2022, immediately afterwards I closed the account again permanently due to gambling addiction, in October 2022 I asked the casino in live chat to open my account again, the account was immediately opened again , I deposited 1488 euros in the casino that day and lost everything, the Elite24bet Casino sent me an e-mail where they admit this mistake, but they did not refund the 1488 euros, Elite24bet have to give me the 1488 Refund euros because they shouldn't have opened my player account at all in October 2022 because I permanently closed my account in June 2022 due to gambling addiction. I also reported this incident to the MGA Malta 2 months ago, but have not yet received a reply. Greetings CONSTANTS

Guten Tag! Ich hatte im Juni 2022 ein Konto bei Elite24bet eröffnet, gleich danach habe ich das Konto wieder wegen spielsucht dauerhaft geschlossen, im Oktober 2022 habe ich dann im live Chat, das Casino gebeten, mein Konto wieder zu öffnen, das Konto wurde auch sofort wieder geöffnet, ich habe an diesen Tag 1488 Euro eingezahlt im Casino und alles verloren, das Elite24bet Casino, hat mir zwar eine e Mail gesendet, wo sie diesen Fehler zugeben, aber sie haben mir die 1488 Euro nicht zurück erstattet, das Elite24bet muss mir die 1488 Euro zurück erstatten , weil sie hätten mein spielerkonto im Oktober 2022 überhaupt nicht mehr öffnen dürfen, weil ich mein Konto im Juni 2022 wegen spielsucht dauerhaft geschlossen habe. Der MGA Malta habe ich diesen Vorfall auch vor 2 Monaten gemeldet, aber bis jetzt keine Antwort erhalten. Grüße CONSTANTEN

Dear 051200,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward screenshots showing that you requested the self-exclusion? My email address is petronela.k@casino.guru. Did you specify for how long you wish your account to be closed and clearly stated the reason why?

Please understand that if the Licensing Authority is involved already we have to wait for their decision. We can check the issue but unfortunately, we won't be able to help you any further before the decision from the Authority is made.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Additional player's comments:

"Hello! I was only able to collect this email, unfortunately I deleted the rest from Elite24bet at the time, but from the email the casino admits the mistake, but so far have not received a refund, I've been waiting for one for 3 months Response from MGA Malta, unfortunately I didn't get a single response (I think my request was simply ignored) without their help I will never see my 1488 euros again, funny that Elite24bet admits the error that my account has to remain permanently closed in June due to gambling addiction , but no refund will be given. LG Constantin ( ps see attachment that's my only proof)"

Additional player's comments:

"Guten Tag! Ich konnte nur diese e Mail sammeln, den Rest, habe ich leider schon damals von Elite24bet gelöscht, aber aus der e Mail gibt das Casino den Fehler zu , aber bis jetzt keine Rückerstattung bekommen , seit 3 Monaten warte ich auf eine Antwort von MGA Malta, leider keine einzige Rückmeldung bekommen ( Ich glaube meine Anfrage wird einfach ignoriert) ohne ihre Hilfe werde ich meine 1488 Euro nie wieder sehen, komisch das Elite24bet den Fehler zugibt, das mein Konto wegen spielsucht im Juni zwar Dauerhaft geschlossen bleiben muss, aber keine Rückerstattung erstattet wird. LG Constantin ( ps Anhang beachten das ist mein einziger Beweis)"

Thank you, 051200, for the forwarded communication.

Meanwhile, I have checked the general terms and conditions and this is what I found (here):

"31. COMPLAINTS

...

We strive to ensure that all users are informed of our final decision and also receive orientation about the necessary steps to take an official dispute to a registered Alternative Dispute Resolution Body, also known as an 'ADR'. An 'ADR' is an independent third party, which mediates disputes and assesses all the facts and information provided by both parties and issues an impartial decision on the matter. The Malta Alternative Dispute Resolution Entity (MADRE) is the ADR entity for Elite24Bet complaints, you can reach it via https://madre-online.eu/.

If the user still feels that their complaint has not been resolved to their satisfaction, they can bring the dispute to the Malta Gaming Authority (MGA). You may do so by contacting the MGA player Support Unit on the following link: https://www.mga.org.mt/support/online-gaming-support/."

Could you please advise when you filed the official complaint with the Licensing Authority? To which Authority you sent your request, please?

Player's additional comments:

"Hello! I read your message, I sent a complaint to the MGA Malta several times by e-mail 2 months ago, the MGA has not contacted me or Casino Elite24bet. Greetings Constantin"

Player's additional comments:

"Guten Tag! Ich habe Ihre Nachricht gelesen, ich habe mehrmals eine Beschwerde an die MGA Malta vor 2 Monate per Mail gesendet, die MGA hat sich weder bei mir , noch bei den Casino Elite24bet gemeldet. Grüße Constantin"

Please try the following link:

https://madre-online.eu/file-a-claim-international/

MADRE is a Maltese Alternative Dispute Resolution Entity that was established to mitigate disputes between consumers and online gambling operators and it is the official ADR for Elite24Bet Casino. Please let me know if you need any help with filing the official complaint.

Thank you, 051200, for your forwarded email. Since you filed an official complaint with the casino's ADR I will close this complaint as "Waiting for the Regulator's Decision". Please let me know once there's any development. Thank you very much in advance.

Dear 051200,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at petronela.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Petronela

Dear 051200,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.