Bet Inferno Casino - Player's self-exclusion request disregarded by casino.

Hello Casino Guru,

I am contacting you in reference to an account closure/self exclusion request which was not completed and/or not followed through with when requested with Betinferno.

I contacted their support email address support@betinferno.com via my email address stating a gambling addiction and a request for an account closure immediately. This was not followed through with.

The answer I received is not sufficient enough stating "we can't deal with every mail and every contact from players"

How is that an acceptable answer in respect with stating a gambling addiction and wanting to close/self exclude my account due to a gambling addiction?

It's not at all acceptable in any respect.

In the email I sent and have also attached as a screenshot to you here, I clearly stated in big capital letters with the subject heading "SELF EXCLUSION - GAMBLING ADDICTION" and then proceeded in the email to state every last ounce of information possible pertaining to myself for the self exclusion request.

I am now requesting the refund of funds totalling €680 as can be seen with a screenshot of transaction history attached.

Please note I did not email Betinferno when the first €100 was deposited therefore I have not included this in the total.

Please let me know you require any further information,

Kind regards,

Shandy37

Dear Shandy37,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

TAKING A BREAK

Any players who are concerned about their gambling can take a break at any time from Bet Inferno.

Setting up a break will lock the player's account, and they will not be able to login, deposit, or play. In addition, the player will not receive any marketing communications from Bet Inferno during this time. There are two self-exclusion options:

Option 1: Cool-Off Period for seven days.

Option 2: Self-exclusion for a minimum of six months.

To set up either of these options at Bet Inferno, players should email the player support team at support@betinferno.com from the registered email address on their account or talk to our team on live chat.

For players setting up a break, we also recommend players contact any other gambling sites where they have an account and request exclusion there, too.

Do I understand correctly that you informed the casino about your gambling problem for the first time on May 22? Could you please advise if you still have access to your casino account?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for the quick response again.

I opened my account with Betinferno on the 22nd of May correct, I deposited €100 and then after playing through that I sent an email (as seen above) for an account closure/Self Exclusion due to a gambling addiction. I emailed as per the terms and conditions state:

Option 2: Self-exclusion for a minimum of six months.

To set up either of these options at Bet Inferno, players should email the player support team at support@betinferno.com from the registered email address on their account or talk to our team on live chat.

I looked for a permanent self exclusion though.

At this moment and time I don't have access to that account anymore.

The account remained open and the response I received from support was "we can't deal with every mail and every contact from players" as again you can see from the screenshot attached of the conversation I had with their support.

I find that very disheartening that I followed their terms and conditions to the letter of the law and they give that answer especially with someone who has a gambling addiction.

I contacted their live chat support again about an update roughly about an hour ago but haven't received any response or update from them.

If you require any further information please contact me,

Kind regards,

Shandy37

Hello Kristina,

I just received an email update from complaints@betinferno.com

Please find the response from them attached here

If you require any further information please contact me,

Kind regards,

Shandy37

Thank you for your reply, Shandy37. Do I understand correctly that your account has been closed? If yes, could you please clarify when exactly?

Hello Kristina,

Yes my account is fully closed and it was only closed on the 22/05/2024 at 22:44

If you need any further information please contact me,

Kind regards,

Shandy37

I apologize but if you contacted the casino with your request and your casino account was self-excluded on the same day, we would consider this to be a reasonable time for the casino to act to protect you.

Please let me know if there is anything else I can help you with, otherwise the complaint will be closed. Thank you for your understanding.

Dear Shandy37,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.