BABIBET Casino - Player’s attempt to close his account has been overlooked.

Ho chiesto la chiusura dell account per problemi di gioco compulsivo in data 21 luglio ed ad oggi l account non è stato chiuso permettendomi di giocare 220 euro quelli disponibili sulla carta altrimenti sarebbero stati molti di piu. Chiedo che il casino per sua incombenza mi restituisca i depositi effettuati in data odierna. Grazie saluti Alan

Dear Alan,

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

I have checked terms and conditions, and this is what I found https://babibet.com/pages/responsible:

"Self-Exclusion

If you believe you have a gambling problem or just wish to take an enforced break from gaming, Babibet gives you the power to permanently exclude yourself from playing. If you choose to exclude yourself permanently, you will be banned from betting on our site. All you need to do is contact our Customer Services team."

Could you please advise if you have tried to communicate this issue with a live chat support?  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

Ciao Petronela, certo ho prima contattato la live chat per chiedere di chiudere l account per problemi di dipendenza dal gioco d azzardo, la quale mi ha detto che per chiudere l account dovevo inviare la richiesta tramite email, cosa che ho fatto subito. Nonostante ciò nei giorni seguenti mi arrivavano messaggi promozionali sia via sms che tramite email e ho ricontattato il servizio clienti tramite chat chiedendo di non volere piu ricevere pubblicità e di chiudermi l account visto che era ancora attivo e mi hanno risposto ok... fino ad oggi dove ho chiesto nuovamente la chiusura tramite chat prima ancora che giocassi dicendo di provvedere a chiudere ma non l hanno chiuso. Ad oggi in questo momento l account è ancora aperto. Grazie del supporto Alan

Dear Alan,

Could you please forward those emails to petronela.k@casino.guru? Thank you.

Ciao Petronela le coversazioni sono avvenute via chat.. ti invio comunque l'email che ho mandato e alcuni screenshot della conversazione via chat di oggi dove chiedo di nuovo la chiusura. Grazie saluti Alan

Ho inviato ora una nuova email dove chiedo la chiusura immediata del mio conto gioco...

Thank you very much Alan for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

Grazie del supporto, buona giornata

I would like to invite BABIBET Casino to join this case and explain why is the player experiencing problem with closing his account.

Dear Alan and CasinoGuru Representatives,

First of all, thank you for inviting us to this case.

In accordance with the customer's inquiry, we would like to share the following statement:

The customer's account was closed immediately after his 1st mail request, noted on 28th July 2020. As per our Terms & Conditions - should customers subsequently attempt to login following their account closure confirmation, this action will be considered as an account reopen request and the account will automatically be reopened.

As per the terms agreed to upon registration, customers accept full responsibility for any losses incurred.

More info can be found here: https://babibet.com/pages/terms-and-conditions

Kind Regards,

Babibet Team

Dear Alan,

could you please forward us the e-mail you wrote to the casino to close your account? Please send it to nikolas.b@casino.guru.

Ho appena inviato le email che ho inviato al casino... la prima in data 21/07/2020 l'altra in data 28/07/2020 e l'altra di ieri dove chiedo l'esclusione a tempo indeterminato. Rimamgo a disposizione saluti e grazie Alan

We received the same e-mail as the casino from the player. In this e-mail the player requested for self-exclusion because of gambling problems. However, the casino instead of self-exclusion just simply closed the players account - which can be reopened by simply logging in. I would like to ask BABIBET Casino why did you "just close" the player's account instead of self-exclusion when it was clearly mentioned by the player that he has gambling problem.

Oggi ho ricevuto una loro pubblicità dove mi invitavano a giocare... ho chiesto piu volte di non ricevere inviti promozionali da loro, ma a quanto pare ignorano anche questo.

Dear Alan & CasinoGuru Representatives,

We've made additional check to customer's account on Babibet.

We can now fully confirm that Alan's account is closed and any access is restricted.

We believe that this complaint is solved, so you guys from CasinoGuru could close it.

Kind Regards,

Babibet Team

Si confermo che l account ora è chiuso in modo permanente... chiedo a casino guru se ci sono gli estremi per chiedere un rimborso dei depositi effettuati in data 28 luglio pari a euro 220.

I would like to ask BABIBET Casino if there is a possible refund for the player, as his account was not closed properly at the first time and he was able to deposit again even though his gaming problems.

Dear Alan & CasinoGuru representatives,

Thank you for updating the thread.

We would like to inform you that as per our PaymentsTeam, a refund is not possible.

Kind Regards,

BabiBet Team

Dear Alan,

could you please forward me the 3rd e-mail requesting for self-exclusion? Please send it again to nikolas.b@casino.guru.

Si certo, ho appena inviato l email

Dear Alan,

I did not receive your e-mail. Could you please send it again? Don't forget to double-check the e-mail address - nikolas.b@guruadmins.com.

ok, la spedisco ora

Dear Alan,

I've checked your e-mail but it contains only your first request for closing your account. You have mentioned that you requested for the 3rd time for self-exclude on 3rd of August. Can you forward that e-mail to my address - nikolas.b@casino.guru.

Best regards,

Nick

Ho inviato di nuovo, nella email che avevo inviato c'erano tutte e tre le richieste di chiusura una datata 21 luglio, una in data 28 luglio e l altra in data 3 agosto. Cmq ho inviato di nuovo la email.. grazie buona giornata

After receiving all the required proof on this case we came to a conclusion. The player requested 3 times for closing his account for indefinite time. The first one happen on 21th of July. In this e-mail the player requested to close his account because of gambling problems. As the casino terms states the player has to ask for self-exclusion and not for closing his account. However, the player mentioned that he had gambling problems - which usually automatically refers to self-exclusion and not just closing his account. After that the player was able to login into his account and deposit 220€. We are now asking BABIBET Casino to refund the player's deposited amount as his self-exclusion from the casino was unsuccessful. In case when the player won't be refunded, we will be forced to close this complaint as "unresolved" which could lead to rating deduction for the casino.

Best regards,

Nick

Dear Casino Guru,

Thank you for your update.

We will investigate the case further, hence additional information will be provided shortly.

Kind Regards,

Babibet Casino Team

Thank you for informing us about the case. The timer will be now extended by 7 days so the casino can investigate.

casino guru, il casino non risponde?

Unfortunately, we haven't receive any answer from the casino since their last post. I would like to ask BABIBET Casino again to provide us information of their investigation. I'll now extend the timer by 7 days.

Dear Alan and Casino Guru representatives,

Thank you for your updates.

Please keep In mind that upon your registration at Babibet, you've initially agreed with our Terms & Conditions.

Having this In mind, your account was closed immediately after your 1st request as we already spoke and provide information about it.

We believe that It's the player's responsibility to take action on any further scenarios while the customer's account is closed. We said that If a customer tries to log in again, this will automatically lead to a reopening account. This is a security matter, which we cannot change or take any other actions.

Hence, with all being said a refund would not be in place.

Hope you will find this informative.

Best,

Babibet Casino Team

Buonasera, penso che i primi a violare i vostri termini condizioni siete stati voi, quando mi sono rivolto al servizio clienti via chat dicendo di chiudermi l'account perché avevo problemi di gioco e non avete chiuso, ma mi avete detto di fare richiesta tramite email quando nei vostri termini e condizioni sta esplicitamente scritto che in caso di problemi di gioco bisogna solo contattarvi e non sarà più possible scommettere. Poi per non parlare della trafila di email e di chat con il servizio clienti. Comunque rimango in attesa di una risposta da casino guru che ha l'ultima parola su questo caso. Grazie del supporto Alan

Dear Alan,

As the casino refused to pay you back your deposit during the time you should have been already self-excluded, our only option is to close this complaint as "unresolved". This will negatively affect the casino rating as they are not willing to pay you back. I'm really sorry that we could not help you get back your deposited money, but we hope it brings you a little relief that people will know about your experience and the casino's rating will be reduced. The casino can decide to reopen the case and pay out the player anytime.

Best regards,

Nick

Casino.guru