Bet UK Casino - Player’s requesting a full deposit refund.

Hi,

Last November I asked for my account to be banned from betuk and to block me from creating any new accounts due to a gambling problem. My account was closed and I forgot about it. Then this week (2 months later) betuk allowed me unlock my account and bet again after a brief live chat. I have since lost money and re blocked my account.

of course I do take responsibility, but I wanted to enquire the possibility of reclaiming my money as no way should I have been allowed to play.

also this happened with a similar casino and I won. When I went to withdraw they took it off me so it’s double standards.

any help would be appreciated.

thanks

Dear Bobboss,

Thank you very much for submitting your complaint and forwarding the original account closure request:

I’m sorry to hear about your problem.

Let me explain to you what is the difference between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players 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 no impact - the player can reopen the 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 are addicted/with gambling problem)

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

Unfortunately, from the provided screenshot we learned that you didn't mention the gambling problem when applying for the self-exclusion and therefore, your request was treated as a simple account closure.

Could you please advise if you ever mentioned a gambling problem when communicating with the casino?

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

I understand what your saying but I find this is a unique situation in which I followed the websites protocol. The websites safer gambling section informs if you want to and I quote "permanently close account" to email support. It doesn’t say anything else.

i have attached pictures with bet uk’s instructions that I followed.

I absolutely did not want to self exclude. I wanted to BAN my account and prevent from accessing the websites on any other accounts going forward, that is what I said, clearly I am referring to a problem to the email instructed to contact via their safer gambling page. So I followed what it told me to do. Me saying ban is clearly saying I don’t want to bet again as I have a problem, a ban is where you can never access again, everybody knows that. I should of never been able to reopen this account. Again I take some responsibility, but my problem has not been looked after here. If the way of perm banning my account should of been in a different way as you say, then the safer gambling page of betuk should have stated, I followed exactly what was told.

id like to stress the account was closed when requested, so they listened, they just allowed me to re open. I guess it comes down to how they have read my email, and they knew I had previously been on Gamstop and was currently on gamban. Therefore me saying ban my account and not open any more should be clear enough in my eyes

thanks

I understand, Bobboss. However, you have never mentioned gambling problem when communicating with the casino, is that correct? Could you please advise if your GAMSTOP registration is still valid? Could you forward it to petronela.k@casino.guru, please?

No but I shouldn’t have too if the method of closing an account permanently via the safer gambling page of betUK doesn’t state so. It states if you want to permanently close your account due to a problem then to email and ask. It does not state I have to verbally explain why. I emailed them with a clear intention and asked them to permanently close my account and not allow me to open anymore, it’s as clear as day, what else would it be. I didn’t just email any contact us page, this was the safer gambling section I asked to perm close. My gamstop has expired but still on their records, on top of my email, this further backs up my case. I am also on gamban (this has not expired).

Hello, I’d like to make you aware today that betUK have refunded me all my disputed deposits. It hasn’t gone into my account yet, but I have received an email.

So I did have a valid case. I hope this does not happen to more people that aren’t willing to fight. The precautions weren’t strong enough, I take responsibility for my actions too, though.

lets see if the money reaches my account

Thankyou,

bob

Thank you very much, Bobboss, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

Hello, the withdrawal was successful.

thanks,

bob

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Bobboss, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru