Home Complaints Beep Beep Casino - Player’s attempts to self-exclude have been overlooked.

Beep Beep Casino - Player’s attempts to self-exclude have been overlooked.

Amount: €1,500

Beep Beep Casino
Good reputation
Submitted: 14 Oct 2021
Case opened Current status

Waiting for player to reply

6d 18h 27m 21s

Case summary

5 hours ago

The player from Spain has been trying to close their account due to a gambling problem. Unfortunately, all the enquiries were ignored.

Public
1 week ago
Translation

Good Morning,

I suffer from gambling and in my last relapse I signed up at this casino seeing that I had a good score. After spending the first 300 euros, I asked for SELF-EXCLUSION through chat to which no one answered, a month would arrive automatically "we will attend you as soon as possible".

When I finally found the AUTOEXCLUSION section, I sent several emails to support@beepbeepcasino.com and they ignored me.

I want the account closed and the deposits returned to me as soon as I request the SELF-EXCLUSION.

Thank you

Automatic translation:
Public
1 week ago

Dear Lumedia,

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 the self-exclusion? 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 self-exclusion section on the website, and this is what I found https://beepbeepcasino4.com/self-exclusion:


„Self-exclusion

Account blocking. You can set the blocking period for 1 day, 1 week, 2 weeks, 1 month, 3 months, 6 months, 9 months, 1 year, 3 years, or forever. After that, your account will be blocked and you will not be able to make deposits to the casino or withdraw any remaining funds during this period. While the limit is active, you will be excluded from all promotional offers. After its expiration, your account will be activated automatically.

To block, you can always contact the support service at support@beepbeepcasino.com and inform about your desire to be excluded from the game on the website. The support team will take all necessary measures to restrict such player's access to the website, as well as to protect him from all advertising offers.

Please note that if you self-exclude permanently, the remaining funds on your balance will be paid out in accordance with the casino limits. If you self-excluded for a certain period of time, the remaining funds on your balance will be paid by making an application for withdrawal of funds, after unblocking from your account, in accordance with the casino limits, only after the expiration of the self-exclusion period."

 

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

Public
1 week ago
Translation

Good Morning,

I send them the emails and acknowledgments of receipt so they can see that they received the request and did nothing. Curiously, right now, after filing the complaint, they have closed it. But as long as I requested it by chat and by mail they did nothing.

They have closed it but have not said anything to return the funds after receiving my requests.


Edited
Automatic translation:
Public
1 week ago

Thank you, Lumedia, for the forwarded emails. Do I understand correctly that you have sent the first request on 13/10 and the second one, which included a reason for the self-exclusion, one day later on 14/10?

Please understand that the application of self-exclusion requested via emails is not instant and it takes some time for the casino to receive and implement it.

Public
1 week ago
Translation

Good Morning,

In both emails, self-examination is requested. As you can see in the acknowledgments the delivery times appear and nothing was done.

In the mobile version, the section does not appear and I requested it before by chat and they did not pay attention either.

In addition, if I am not misinformed, the self-exclusion must be applied at the same time that the casino becomes aware of the reason why I sent them the acknowledgments of receipt of my emails.

Automatic translation:
Public
1 week ago

Immediate action would be ideal, we agree. However, it is not always possible. We accept if a casino acts within a reasonable time period as it has been done in your case.


Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Public
1 week ago
Translation

4 days for SELF-EXCLUSION is reasonable?

Automatic translation:
Public
1 week ago

Do I understand correctly that you have sent the first request on 13/10 and the second one, which included a reason for the self-exclusion, one day later on 14/10?

Public
1 week ago
Translation

In both it included SELF-EXCLUSION. And older in chat histories 48 and 72 hours before. The casino has those historical records because it does not provide them. Ask them

Automatic translation:
Private
6 days ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
6 days ago
Translation

I do not know if I do not explain myself well.

  1. In the mobile version there was no self-exclusion option, so I insisted through the chat from 10/11 to which they told me that they would "attend to me immediately" but then they did not.
  2. when I research through the web version I find a section on responsible gaming (which by the way should be visible in the mobile version as well). I send the first email on the 13th and their reading confirmation and acknowledgment of receipt is a few minutes later (as you can see in the acknowledgment of receipt) and even then they do nothing, I write to the chat again and they do not answer me directly.
  3. On the 14th he sent an email whose acknowledgment of receipt they also have. And it is at the time that I put this complaint when they proceed to answer me.

If you want, you can check the receipts whether or not what should have been done. You can check that in the mobile version there is no self-exclusion section.

Not to mention that it does not have the authority to operate in Spain either.


Automatic translation:
Public
6 days ago

Could you please advise if you have saved the transcript from the live chat (11/10)?

Public
6 days ago
Translation

If you read what I wrote on Friday, it says that it does not let them save, I asked you to put it to them that they have to save them

Automatic translation:
Public
6 days ago

Even if the casino doesn't provide a live chat transcript, I was wondering if you haven't saved any screenshots from the conversation.

Public
6 days ago
Translation

It does not capture as such no

Automatic translation:
Public
6 days ago
Translation

But to operate in Spain, the law first requires that SELF-EXCLUSION be at the first moment it is requested and that the conversations be self-guarded among other things that are not fulfilled either.

Automatic translation:
Public
5 days ago

I do apologize but immediate action on self-exclusion might be required in casinos holding the Spanish License. Unfortunately, you have decided to play in the casino under the Curaçao license and a few days from the point when you request a self-exclusion till it's confirmed and applied is acceptable. I'm afraid there's not much we can do for you. Especially, if we don't have supporting evidence. I'm truly sorry.

Public
5 days ago
Translation

So they will not ask the casino for the chat history.

A casino that operates in Spain has to comply with Spanish legislation and if not, it cannot operate.

at least report that it does not comply with Spanish legislation

Automatic translation:
Public
4 days ago

In our review is clearly stated that the casino operates under the Curaçao license: https://casino.guru/beep-beep-casino-review.


We could request a live chat transcript but please understand that if the T&Cs state that a player needs to contact the CS via email then it's close to impossible to argue that your account should have been self-excluded when you contacted the live chat. Not every casino department is able to restrict players' accounts.


"To block, you can always contact the support service at support@beepbeepcasino.com and inform about your desire to be excluded from the game on the website. The support team will take all necessary measures to restrict such player's access to the website, as well as to protect him from all advertising offers."


And if you haven't followed the required steps then 4 days to apply the self-exclusion it's still acceptable. Please understand that we stand almost no chance to confront the casino.

Public
4 days ago
Translation

It seems to me that you have not understood me.

  • You could check the mobile version where there is no self-exclusion option. I don't have a computer, I had to go somewhere to see it.
  • that I know in all versions it has to appear
  • the
  • The license may be from wherever you are but if you operate in Spain you have to comply with Spanish regulations.
  • If it does not comply with Spanish laws, it would be advisable to put it in the review so that it obeys reality
Automatic translation:
Public
3 days ago

Could you please forward your cashier / deposit history?

Public
3 days ago
Translation

No. I wanted to remove it but the page did not have the option. But the casino, if you want to collaborate, can facilitate it just like the chats

Automatic translation:
Public
3 days ago

Would you be willing to share your bank statement so we could see your deposits before we'll contact casino?

Public
3 days ago
Translation

and

Edited
Automatic translation:
Public
5 hours ago

Please forward it to petronela.k@casino.guru. Thank you very much.

Lumedia has 6d 18h 27m 21s to reply