BABIBET Casino - Player’s request for self-exclusion has been ignored.

Hallo,

ich habe bei Babibet ein Konto. Ich habe sie mehrfach aufgefordert mein Konto wegen Spielsucht zu sperren. Jedes Mal wenn ich gefragt habe, ob es gesperrt ist, haben sie es bestätigt. Um es zu überprüfen, habe ich versucht mich einzuloggen und jedes Mal konnte ich mein Konto problemlos weiter nutzen. Als ich nachfragte wurde mir gesagt, dass sobald ich mich versuche mein Konto zu benutzen ich es wieder reaktiviere. Von Spielsucht Prävention als nichts zu finden!

Also verspielte ich insgesamt ca. 1500 Euro nachdem mein Konto schon längst hätte gesperrt sein können. Der Supergau war, dass kurz danach ich einen Anruf und eine Mail von dem Betreiber erhielt, dass ich jetzt VIP Mitglied sei und er mein persönlicher Berater sei. Ich fasse es nicht.

Dear Hannah,

Thank you very much for submitting your complaint. I’m very sorry to hear about your difficult situation. I checked the responsible section of the casino and I found this:

"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."

Please, could you forward me the email or message in which you have requested to be self-excluded? My email address is kristina.s@casino.guru. Furthermore, to support our case, it would be highly appreciated, if you could forward me all the relevant communication between you and the casino.

Hopefully I will be able to help you with this matter as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hannah, thank you very much for your reply. However, I would like to remind you, that we asked you to forward us the message that you sent to the casino. We have to see the message in which you requested self-exclusion. This is very important evidence for us to support your case, and without it we won't be able to proceed with further investigation, so please, forward it as well.

Trotz mehrfacher Aufforderung reagiert deren Support nicht!

Hanna, in your initial message you said, you asked the casino several times to block the account, and we would like to see those emails/messages.

Ich habe Sie schon verstanden. Aber wie Sie vielleicht gelesen haben, sendet mir der Anbieter keine Kopien der Gespräche? Und seit gestern ist mein Account geblockt und ich kann nicht mal mehr auf den Kundendienst zugreifen.

natprlich habe ich mehrfach um die Sperrung gebeten aber der Anbieter weigert sich mir die Verläufe zukommen zu lassen

Hannah, could you please confirm, that €1,500 is the amount of deposits you made after you requested self-exclusion?

Dear Hannah,

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.

Der Support von Babibet weigert sich die Dokumente raus zugeben. (Chat Verlauf)

Thank you very much Hannah for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Hannah,

I'm taking over your complaint. If I understand you correctly, you asked for a self-exclusion in a chat with casino support and didn't send any emails, correct? I will contact the casino but I have to warn you the casinos in the group don't seem to reply to complaints lately. I would like to invite BABIBET Casino to the conversation to participate in the resolution of this complaint.

Ja genau das ist richtig. Ich habe das mehrfach im Chat verlangt aber niemand hat reagiert

We would like to ask BABIBET Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Hannah,

Thank you for having the time to leave your feedback on the CasinoGuru platform.

We would like to inform you, that as per our records, your account doesn't have any casino betting history, and your complaint is not related to the forum's T&C.

However, as we already mentioned in our emails to you, we can confirm the account has now been excluded and will remain so indefinitely or the period you stated when contacting us.

Please also have in mind that, alternatively, if you subsequently attempt to login following this exclusion confirmation, this action will be considered as an account reopen request and the account will automatically reopen. As stated in your case, you've managed to re-open your account and play in our sports section.

There are a number of professional and confidential organizations that provide support and assistance to people who develop a problem with gambling, and we recommend that players contact a self-help organization for additional help.

Gamblers Anonymous - http://www.gamblersanonymous.org/ga/

Gambling Therapy - https://www.gamblingtherapy.org/en

We hope you will find this informative.

Kind Regards,

The Babibet Team

Babibet weigert sich mit der Herausgabe der Chatverläufe weil sie genau wissen, dass Sie sich strafbar gemacht haben da ich mehrfach um Selbstausschuss gebeten habe aber es stets ignoriert wurde.

Wenn jemand sagt er ist Spielsüchtig dann müssen Sie die Möglichkeit verhindern, dass das Konto durch einfaches Einloggen wieder eröffnet wird!

Dear Babibet Team,

If I understand it correctly, the player is self-excluded in the casino, correct? However, when she logs in to her account, the self-exclusion will be cancelled and she will be able to deposit money and continue playing... Well that is not much of a self-exclusion, is it? It's like having a bouncer at the door of a club who is not supposed to let you in, but whenever you decide that you want to go to the club, he lets you in. If somebody has a serious gambling problem, it's almost certain that they will come back and try to log in, deposit money and play. We consider this system to be predatory and very player unfriendly and are convinced that the player should get her deposits back and her account should be closed permanently without the option to reopen.

Hören Sie zu (Babibet)!

Ich habe Ihnen mehrfach gesagt, dass ich an Spielsucht leide. Ab diesem Zeitpunkt hätte ich kein Geld mehr einzahlen dürfen - egal ob für das Casino, Sportwetten oder sonst etwas. Trotzdem konnte ich noch über 1500€ einzahlen.

Daher bitte ich Sie um Erstattung des Geldes auf das Ihnen bekannte Konto! Andernfalls werde ich den juristischen Weg gehen und einen Anwalt das Ganze regeln lassen, da Sie sie gegen die Gambling Protection Rights verstoßen haben!

die Frechheit überhaupt mich als VIP zu benennen nachdem ich mehrfach gesagt habe ich möchte mein Konto schließen weil ich spielsüchtig bin.

Den tollen Manager ,Nick‘ habe ich dann mehrfach in WhatsApp nach den Verläufen und nach der Schließung gefragt aber als es ihm wohl zu viel wurde konnte er doch plötzlich mein Konto schließen und mich blocken. Aber die Chats werden mir seit Wochen verweigert. Jedes Mal eine neue Ausrede wenn ich nach frage

Hi Hannah,

Many thanks for your updateл

As we already stated in our previous update, your account was excluded immediately after your request.

However, since our VIP Department detected that you've reopened your account and started playing, they've intended to reach you out with an offer, having In mind your gameplay and betting style. In fact, since talking with them you have never mentioned something that it's not working well for you.

An intensive investigation was made for your case and we as a well-known betting brand came to the conclusion that every single action prior to your complaint on CasinoGuru was under your control, hence a refund is not available at this point of your account status.

Our decision stays final and it's not a subject for further discussion.

We hope you'll find this informative.

Kind Regards,

The Babibet Team

Dear BABIBET Casino,

Thank you for your reply. Unfortunately, we can't accept the fact that a player with a self-exclusion can reopen their account at any time and continue depositing money. The complaint will become unresolved.

Dear Hannah,

I'm afraid the casino will not refund your deposits. I recommend you to always read a casino's review before you register and play. The overall rating of the casinos listed on our website is based on multiple factors and metrics and should give you an idea if the chosen casino is good and safe to play at or not. As a last resort, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best license out there, but they might be able to help. Please let me know how the gaming authority responded (my email address: peter.m@casino.guru).

Best regards,

Peter