Bet1000 Casino - Player's requests for self-exclusion were ignored.

Hello

I asked Bet1000 to close my account permanently because of gambling addiction TWO times. They simply ignored my request and instead offered me £20 (two times). This was their response:

"Hello,

I am sorry to hear about your decision. Can we offer you 20 euro bonus as a gesture of goodwill for your losses?"

I struggle with a gambling addiction, and this is not ok. I was strong two times asking them to close my account, but instead they offered me bonus money - to an addict.

I accepted the money, and then I spent an additional £445 before I lost it all.

I want a refund because they ignored me two times despite I said two times I have a gambling addiction. I ask for a refund on the money I lost -after- I asked for them to close my account.

Please help me Casino Guru, thank you!

I have the email conversation if you need it?

Dear Oldfog,

Thank you very much for submitting your complaint. I am terribly sorry for what you are going through.

I reviewed the casino's self-exclusion policy and I found this: https://www.bet1000.com/en/contacts/responsible-game

Self-Exclusion

Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self-exclude for a specific period of time or forever.

Additionally, in case you ask us to close or permanently close your account, we shall also ask you whether or not this is to be interpreted as a self-exclusion request.

Once you begin your Self-Exclusion period, your account will be disabled, you will be excluded from receiving all promotional offers and communications, and you will not be able to deposit or withdraw funds for the period the Self-Exclusion is enabled. Upon expiration of the Self-Exclusion, your account will automatically be re-activated.

Please note, that your request for Self-Exclusion shall be limited only to your

gaming activity on the Website. In case you enjoy services of other entertainment

websites, please contact them directly.

Please contact us only via email to support@bet1000support.com and inform us about your decision to pause your activities at the Website.

Would you be able to forward me the original self-exclusion request to my email tomas@casino.guru?

Did you request a refund from the casino based on what happened to you? What was their response? Is your account currently still open?

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,

Tomas

Hi!

I have forwarded the two requests I sent.

And yes, I did request a refund. They just told me I "accepted their bonus" money, and that would make them safe against my request, but I don't know how they could think that.

This was their offer which I took because I have a gambling addiction. And AFTER the £20 loss, I depositet £445.

"May I offer you 20 euro free bonus as a gesture for your recent losses?"

Thank you very much, Oldfog, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Oldfog,

I am so sorry to hear what has happened to you. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Bet1000 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Bet1000 Casino,

Could you please state why the player's self-exclusion request did not go through and why did offer him a bonus instead of that? From our point of view, the player should receive all the lost deposits from the time of the self-exclusion request.

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi Tobias, Tomas and Stefan,

first of all, thanks for all of the above details. We have now looked into the user's complaint.

The user has asked us to close the account, which we have at no point ignored or rejected. After the user has messaged us, our customer support replied within 4 minutes and offered to credit 20€ to the players account as a gesture of goodwill from our side. Our customer support also mentioned that this amount has no wager requirements and can be withdrawn immediately without any restrictions. However, the user has not withdrawn the amount and made another deposit after that. If we would have closed the account right after crediting 20€ to the user's account, he would not have been able to withdraw the funds. The user then contacted us again the next day asking to close his account. Our customer support replied to this message and confirmed that the account has been permanently closed.

We are truly sorry if there has been any misunderstanding, since we take requests for self exclusion seriously.

We remain available if there are any further questions or clarifications required.

Best regards,

bet1000 Customer Support

Not true. After the SECOND request to close my account, I was once again offered the €20. Its very easy to compare my bank deposits with the time of the emails.

Dear Bet1000 Casino,

Thank you for the provided information.

It doesn't matter if the player was offered a no-wagering bonus or a wagering bonus. If the player with a gambling problem asks for self-exclusion, the casino should immediately close the player's account and withdraw the remaining funds for him.

We believe the player should get refunded his deposits in full.

Thank you for your understanding.

Kind regards,

Stefan, Casino.Guru

Hello

Monday 6 FEB 02:39 (This is Monday morning)

I ask to have my account permantly closed because of gambling addiction

Monday 6 FEB 20:47 (This is Monday evening)

They offer me £20 "as a gesture of goodwill". I do not touch the offered money.

Tuesday 7 FEB 02:04 (This is tuesday morning)

I ask again to exclude mer permanently because of gambling addiction. I choosed to use "exclude" instead of "close" this time to be sure there are no misunderstandings.

Tuesday 7 FEB 15:09 (this is tuesday afternoon)

They once again offer me £20 as a "gesture of good will", again, ignoring my request.

Wednesday 8 FEB 13:06

I accept the bonus money, and I start to deposit more to a total of £445. I have already lost around £300 before I asked two times to be self excluded.

Bet1000: Do you seriously think that I want to bother to withdraw £20, send in documents for validation etc when I have already spent close £800 and told you twice that I have a gambling addiction?

Also, I am apperantly not the first one because on Casino Gurus review site another person rated you "1" and told you offered them £20 too.

I sincerely hope you will see the error you have made.

Thank you

/Tobias

Hi everyone,

we have looked into the issue and have decided that we would like to refund 445€ to the player.

@Tobias, we will need your bank account details for this. Kindly get in touch with us.

Best,

bet1000 Team

Thank you Bet1000

I have sent you a mail to: contact@bet1000.support about the bank details.

/Tobias

Dear Bet1000 Casino,

Thank you very much for the mutual agreement.

Dear Oldfog,

Could you please let me know once you receive the payment?

Kind regards,

Stefan

Hi Guys,

we are still waiting to receive some information from Tobias in order to process the payment.

Best regards

Yes, I will send the ID today. Sorry for the delay

Dear Oldfog,

Thank you for your response and the information provided.

Please let me know once you receive the payment.

I am looking forward to your response.

Kind regards,

Stefan

Hi Stefan, hi Tobias,

this is to confirm that we have processed the refund.

@Tobias, please let Stefan and us know once you receive the funds.

Best regards

I am still waiting for the money to appear. I know it can take some days.

Dear Bet1000 Casino,

Could you please confirm if you have sent the refund to the player's bank account?

Thank you very much in advance.

Kind regards,

Stefan

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there,

as previously confirmed, we have processed the refund.

@Tobias, can you please confirm if you have received the funds?

Best regards

Dear Oldfog,

Could you please confirm if you have received the refund?

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan and Bet1000

Yes I confirm. I apologise for the delay! I have got everything back!

Hi guys,

thanks for the update.

Best regards

Dear Oldfog,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan