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Good morning. Several times in this casino I have asked for an account cancellation. They reply that it is not provided in their casino. So if one has gambling problems and asks to cancel the account and they don't foresee it, you think it's normal.? In practice they only close the account ... then you ask to reopen it and in 30 seconds they reopen it ... in practice of the usurers. I ask you if you can contact them and ask for clarification. I want at least an explanation and a minimum of compensation for the damage they have caused me

Buongiorno. Varie volte in questo casinò ho chiesto la cancellazione del conto. Mi rispondono che non è prevista nel loro casinò. Quindi se uno ha problemi di gioco e chiede di cancellare il conto e loro non lo prevedono secondo voi è normale.? In pratica chiudono solo il conto...poi chiedi di riaprirlo ed in 30 secondi lo riaprono...in pratica degli usurai. Vi chiedo se potete contattarli e chiedere delucidazioni . Voglio almeno una spiegazione ed un minimo di risarcimento per i danni che mi hanno causato

Dear Luxor,

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

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gaming section on the website, and this is what I found https://lsbet1020.com/info/responsible_gaming:

„Self-exclusion

If gambling has become a burden for you and does not serve its entertainment purpose any more, LSbet 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 LSbet provides: Sportsbook, Casino, Virtuals."

Is this support@LSbet.com the email address you have sent your emails to?

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

Then. They do not allow permanent self-exclusion or account deletion. Basically ask for the 'self-exclusion forever or the cancellation of the account. ..but go the next day and with a simple chat message to reopen the account they reopen it. Is this not normal?

Allora. Non permettono né l'autoesclusione permanente e né la cancellazione del conto. In pratica chiedi l 'autorsclusione per sempre o la cancellazione del conto. ..ma vai il giorno dopo e con un semplice messaggio in chat di riaprire il conto lo riaprono. Mica è normale?

No, it's not ideal. Could you please forward all the relevant communication before we'll contact the casino? Thank you very much in advance.

Ok. Now I'm sending her the chat messages. I do it right now. Then I send you screenshots. Thank you so much you are fantastic

Ok. Ora le mando i messaggi della chat . Lo faccio proprio ora. Poi vi mando screenshot. Grazie mille siete fantastici

Thank you very much, Luxor, for forwarding all the relevant live chat communication. Could you please clarify if you have ever sent any email to request the self-exclusion as advised in the terms and conditions?

I sent you the chats on your personal email. As you can see several times I ask if there was a procedure or anyway if it was possible ... but they never told me

Ti ho mandato le chat sulla tua email personale. Come puoi vedere varie volte chiedo se c era una procedura o cmq se era possibile...ma nn me l hanno mai detto

Thank you very much, Luxor, for your reply. From the forwarded live chat communication, I understood that you have asked several times to block your account and what option you have if you change your mind later. Could you confirm that?

Please allow me to explain a difference between closing an account and a self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What a player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

• Closing an account is simple and has almost none impact - player can reopen account anytime, and casino has no obligation to the player.
• On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

Please understand that not every casino department can close your account. I absolutely understand your point of view and struggle associated with admitting your gambling problem however, if you expect the casino to follow the rules and apply a self-exclusion, you should follow theirs too. We always try to help players, but we are able to do so only if they have followed the casino instructions first. Sadly, this is not the case. 

I would recommend sending an email including all the relevant information to support@LSbet.com. In this way you’ll have a proof of such an action. Specify in the request for how long you wish your account to be blocked and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Thank you in advance for your understanding.

No you did not understand .. I in the chat I said clearly that I was afraid of losing again. .. ok anyway see you next time

No non avete capito .. io in chat ho detto chiaramente che avevo paura di perdere ancora . ..ok cmq alla prossima

Thank you, Luxor, for your reply. Please understand that not every casino department can close your account. If you wish to apply the self-exclusion on your account, please send an email to support@LSbet.com as specified in my previous reply. Thank you very much in advance for your cooperation.

Thank you, Luxor, for forwarding the live chat communication. Could you please forward the email that you have sent requesting the self-exclusion?

I had requested to reactivate the account 2 days ago ... in chat they replied that to reactivate I had to send documents and self-certification. Yesterday I came back to chat after they sent me an email with a 17 euro bonus ... I ask to come back and they reactivate me immediately. Just contact them the chats remain. They are clearly usurers

Avevo richiesto di riattivare il conto 2 giorni fa...in chat mi avevano risposto che per riattivare dovevo mandare documenti e autocertificazione. Ieri rientro in chat dopo che mi avevano mandato un email con 17 euro di bonus...chiedo di rientrare e mi riattivano subito. Basta che li contattate le chat rimangono. Sono chiaramente degli usurai

Could you please forward the email that you have sent requesting the self-exclusion? Thank you very much in advance.

No email

..I asked them in chat ... because as I sent you the screenshots ... they do not provide for any permanent self-exclusion. So once they understood that I had reported everything to you, Mrs. Sandra at my request to return told me that to return they needed an email with self-certification ... but the next day I go to chat and they make me return immediately. They are scammers

Nessuna email

..l ho chiesto in chat...poiché come le ho mandato gli screenshot...loro non prevedono nessuna autoesclusione permanente. Quindi una volta poi che hanno capito che avevo segnalato a voi il tutto la signora sandra alla mia richiesta di rientrare mi ha detto che per rientrare serviva una email con autocertificazione...invece il giorno dopo vado in chat mi fanno rientrare subito. Sono dei truffaldini

Once again, I would strongly recommend sending an email including all the relevant information to support@LSbet.com. In this way, you’ll have proof of such an action. Specify in the request for how long you wish your account to be blocked and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

If your request is not granted and your account still remains accessible afterwards, we will intervene as we'll have supporting evidence.

Thank you very much in advance for your cooperation and understnading.

Thank you, Luxor, for your email. As I mentioned earlier, when requesting a self-exclusion, specify for how long you wish your account to be banned and clearly state the reason why.

Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

If you follow all these steps and the casino still ignores your request for a self-exclusion due to a gambling problem, only then we can try to help you.

Dear as you saw from email ... they didn't even answer me. In the meantime, I paid and lost 1670 euros in one day. After I told them to close my account for gambling addiction. In your opinion is this normal? Shouldn't they pay me back?

Cara come hai visto da email...non mi hanno neanche risposto. Intanto ho versato e perso 1670 euro in un giorno. Dopo che avevo detto loro di chiudermi conto per ludopatia. Secondo te è normale? Non dovrebbero rimborsarmeli?

Thank you very much, Luxor, for your emails. Do I understand correctly that you have sent a self-exclusion on the 22nd of April and your account is still accessible? Could you please forward your cashier history too?

They never replied then I went to chat after losing and so they closed it for me. Then Mrs. Sandra said she had never received the email. Please do something

Non hanno mai risposto poi sono andato in chat dopo aver perso e così me l hanno chiuso. Poi la signora sandra diceva di non aver mai ricevuto l email. Per favore fate qualcosa

Could you please forward your cashier history and possibly any relevant communication? Thank you very much in advance.

Dear luxor83,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi dear, I emailed you everything. And anyway after they had closed it ... telling me that they protected me so I had to send a written request for reopening ... I went to chat after 2 days as soon as I said I wanted to pay they opened it again in chat after 2 seconds . So now it's open you can ask.

Ciao cara ti ho mandato tutto via email. E cmq dopo che l avevano chiuso...dicendomi che mi tutelavano quindi dovevo mandare una richiesta scritta per la riapertura...sono andato in chat dopo 2 giorni appena ho detto che volevo versare me l hanno aperto di nuovo in chat dopo 2 secondi . Quindi ora è aperto potete chiedere .

Could you please forward your cashier history? Thank you very much.

Hi I emailed you everything today. And anyway in chat they enabled my account again ... despite I told them about my problems ... it was enough to say that I had to pay and immediately they reopened my account ... sorry but why don't you do anything? They are cheaters

Ciao ti ho mandato oggi tutto via email. E cmq in chat mi hanno di nuovo abilitato il conto...nonostante gli ho detto dei miei problemi...è bastato dire che dovevo versare e subito mi hanno riaperto il conto...scusate ma perché non fate nulla? Sono degli imbroglioni

I'm sorry, but I still haven't received your cashier/deposit history. Do I understand correctly that your account has been reactivated again?

It has been reactivated. Does this seem normal to you?

Si è stato riattivato. Vi sembra normale?

No. It doesn't. Could you please forward your cashier/deposit history?

I sent it to you. They are ruining me. Can you get me a refund of deposits from the last 10 days at least?

Te l ho mandato. Mi stanno rovinando. Puoi farmi fare un rimborso dei depositi degli ultimi 10 giorni almeno?

Exactly very good. I ask for the repayment of what I have deposited since April 22. Is this possible? They are thieves who have ruined me

Esatto bravissima. Chiedo il rimporso di quello che ho depositato dal 22 aprile. È possibile questo? Sono dei ladri mi hanno rovinato

Hello Luxor83.

Sorry to hear about your troubles.

Basically, when a player admits the gambling addiction, the account of that player should be closed as soon as possible (immediately) and, in any circumstances, cannot be reopened. 

I spoke with a support agent, and he confirms that once self-exclusion is done, it cannot be revoked.

However, if you before asked for closing the account, it is not the same as self-exclusion. A closed account can be reopened at any time.

From your emails, it is clear that you asked the casino to self-exclude you, and as a reason, you mentioned the gambling problem. From that moment, the casino should restrict your access to your account and not allow you to lose any more money.

I would like to invite the casino representative into the case.

Please explain to us the whole situation. Why Luxor83's account was not closed after he admitted gambling addiction, and why he could lose more money?

From the 21st I saw the chronology I paid about 2000 euros. I feel sick. Because they pretended not to think about my gambling problem. This is the only open account I have so if they excluded me without letting me return I would not have lost. Can you ask them to give me back at least the 2,000 paid and at least I recover psychologically? And we close it like this. Do they give me 2000 and keep me out of the game forever? can you help me?

Dal 21 ho visto la cronologia ho versato circa 2000 euro. Sto molto male. Poiché hanno fatto finta di non pensare al mio problema di gioco. Questo è l unico conto aperto che ho quindi se mi autoescludevano senza farmi rientrare più non avrei perso. Puoi chiedere a loro di restituirmi almeno i 2000 versati e almeno mi riprendo psicologicamente? E la chiudiamo così. Mi danno i 2000 e mi escludono per sempre dal gioco? Puoi aiutarmi?

Have you talked to the casino? Can they give me my money back? and we close it like this? They did me enormous damage. Otherwise I'm thinking of reporting them to the police. They have caused me psychological and financial damage. They have not complied with world casino laws

Hai parlato con il casinò ? Possono restituirmi i soldi ? e la chiudiamo così? Mi hanno fatto un danno enorme. Altrimenti sto pensando di denunciarli alla polizia. Mi hanno creato danni psicologici e di denaro . Non hanno rispettato le leggi mondiali sui casinò

Hello, is there any news? I'm really bad

Ciao ci sono novità ? Sto davvero male

Please be patient. The complaint solving process is time-consuming. For some casinos, it takes a week until they gather all relevant information from their side.

In the worst-case scenario, we will help you to file a complaint to their licensing authority.

Yes, thank you, I wait quietly. I wanted to be reassured that it is possible to get my money back. And what cmq did you ask the casino for a refund. Thank you so much I already feel better

Si grazie aspetto tranquillamente. Volevo essere rassicurato sul fatto che sia possibile avere i miei soldi indietro . E che cmq avete chiesto al casinò la restituzione. Grazie mille mi sento già meglio

Hi dear. Is there any hope of having my 2000 euros and passes? What did the casino manager say? I am getting worse and worse

Ciao caro. C è speranza di avere i miei 2000 euro e passa? Cos ha detto il responsabile del casino? Io sto sempre più male

I am afraid that that's not possible. The casino representative needs to investigate the case properly, and for that, he needs to cooperate with at least two other departments - so it is s bit time-consuming.

But if they stole my money ... creating

I also psychological damage. Since they had to close my account for gambling addiction. Can you tell him to give me my money back from April 21st? On my iban? So am I going to the police? What I do.?

Ma se mi hanno fregato i soldi...creando

Mi anche danni psicologici. Visto che dovevano chiudermi il conto per ludopatia. Gli puoi dire di ridarmi i soldi dal 21 aprile? Sul mio iban? Quindi vado alla polizia? Cosa faccio.?

Sorry why shouldn't they refund me? I asked for permanent self-exclusion for reasons of gambling addiction. They shut me down. Then I went to chat as I couldn't resist not playing and they reopened my account. Isn't this a scam? Do they prefer to let people die? Tell them they give me my money and we close it like this

Scusa perché non dovrebbero rimborsarmi? Ho chiesto autoesclusione permanente per motivi di ludopatia. Mi hanno chiuso. Poi sono andato in chat poiché non resistevo a non giocare e mi hanno riaperto il conto. Non è una truffa questa? Preferiscono far morire le persone? Digli che mi danno i miei soldi e la chiudiamo cosi

Dear Luxor83.

I contacted the casino representative via Skype. He promised to look into this case. So now wait a bit and let him work. In the worst-case scenario (if he stops responding), I will help you file a complaint to the licensing authority.

So far, there is no need to panic.

OK thanks. But did you tell them if they give me my money back? If they do I withdraw the complaint and close it ??

Ok grazie. Ma tu gli hai detto se mi restituiscono i soldi?. Se lo fanno io ritiro il reclamo e la chiudiamo??

It's not that it's a question of panic. But they stole money from me that I shouldn't have played since I pointed out that I had gambling problems. So now I'm sick. really bad

Non è che è questione dibpanico. Ma che mi hanno sottratto dei soldi che non avrei dovuto giocare visto che ho fatto presente che avevo problemi di gioco. Quindi ora sto male. davvero male

Please help me I'm desperate

Per favore aiutatemi sono disperato

Unfortunately, the complaint solving process can be time-consuming - please be patient and let the casino representative collect all necessary information.

Yes, but they can't get away with it. It is money that if they protected me for gambling addiction I would not have paid. So they make people commit suicide. Tell them they'll wire me and I won't report them to the police. Then I will write to all the Italian investigative programs

Si ma non è possibile che la passano liscia. Sono soldi che se mi tutelavano per ludopatia non avrei versato . Cosi fanno suicidare le persone. Digli che mi fanno il bonifico e non li denuncio alla polizia. Poi scriverò a tutti i programmi italiani di inchiesta

I'm getting worse and worse. Still nothing?

Sto sempre più male. Ancora nulla?

Please, I'm desperate. Let me return my money. I don't know what I do

Per favore sono disperato. Fatemi restituire i miei soldi. Non so cosa faccio

??????

I have got a response from the casino representative:

He confirmed that you were interested in closing the account for a longer period of time. However, they asked you to write and sign a letter and take a photo with this letter.

Luxor83, could you please confirm that you didn't send them the letter they asked for?

Dear they didn't ask for anything. They asked for emails. Which I sent. Then after email they reopened my account as soon as I told them I had to pay. So you ruin me. I sent you all the photos. This has been going on for a year. I sent you the photos that said they don't have the function of closing the account. I am desperate . My money. I have 2 children

Caro non hanno chiesto nulla. Hanno chiesto email. Che ho mandato. Poi dopo email mi hanno riaperto l account appena detto loro che dovevo versare. Cosi mi rovinate. Vi ho mandato tutte le foto. Questo va avanti da un anno. Ti ho mandato le foto che dicevano che nn hanno la funzione di chiudere il conto. Sono disperato . I miei soldi. Ho 2 bambini

Then the best would be to contact their licensing authority. For me asking the player to sign a letter to be able to self-exclude is a very unfriendly way.

Do I have to send all the photos back? I asked them to quit for gambling addiction. They told me to send emails. They closed. Telling me they never reopened. As soon as I went in chat saying I had to pay they reopened. 5 days ago then after I said that I had put you in the middle they closed telling me that they don't open anymore. But since 21 April I have paid almost 3000 euros .. who laughs at them '??? If you can't do anything ... can you at least tell me if I can go to the police?

Devo fi nuovi rimandare tutte le foto? Ho chiesto loro di chiudere per ludopatia. Mi hanno detto dibmandare email. Hanno chiuso. Dicendomi che non riaprivano più. Appena sono andato in chat dicendo che dovevo versare hanno riaperto. 5 giorni fa poi dopo che ho detto che avevo messo voi in mezzo hanno chiuso dicendomi che non aprono più. Ma dal 21 aprile ho versato quasi 3000 euro.. chi li rida '??? Se non potete fare nulla...mi dite almeno se posso andare alla polizia??

Precisely because it is hostile ... cmq to my request they have never consented. So I kept losing unfairly ... did you ask them to give me my money back since April 21st ??

Appunto perché è ostile ...cmq alla mia richiesta nn hanno mai acconsentito. Quindi ho continuato a perdere ingiustamente...ti hai chiesto loro di ridarmi i miei soldi dal 21 aprile??

It is my money. As soon as I told them I had gambling problems they had to exclude me. So from April 21 they have to pay me back. Sorry didn't you ask them to pay me back?

Sono miei soldi. Loro appena gli ho detto che avevo problemi di ludopatia dovevano escludermi. Quindi dal 21 aprile mi devono restituire i soldi. Scusa non hai chiesto loro di restituirmi i soldi?

I don't think that police may help you. I would try their licensing authority + Italian licensing authority.

But did you ask them to return my money? Can the authorities help me?

Ma tu hai chiesto loro di restituirmi i soldi? Le autorità mi puoi aiutare?

I am right now in direct communication with their representative (via Skype) and I pointed out all the facts and why they should refund you.