Bet1000 Casino - The player's self exclusion failed.

I asked to be self excluded I got an email back acknowledging the self exclusion request offering free money to play.which I did and then deposited more money

Hello Seanzzzzz,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bet1000 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? When did you request for the self exclusion and in what form? How long after that did you deposited into the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Can i send you email thread privately as i don't want my information showing

Please send it to nikolas.b@casino.guru.

Sent on requested information

Thank you Seanzzzzz for the information provided. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Seanzzzzz,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi everyone,

we have looked into the issue and have decided that we would like to refund 60€ to the player.

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

Best,

bet1000 Team

I'm a so annoyed at this casino. I'm so annoyed at myself for having a gambling problem. Why don't theses casinos take gambling problems seriously. I got in touch with this casino about the refund, They wanted my bank account and my passport to verify, which I gave. They then said that they would put my refund into my balance on my casino account and open my account to withdraw the balance. I did think this was strange with a self exclusion request in place. But wanted my refund. So they opened my account and i thought a few spins on my favorite game cant hurt. So started playing thinking i would get a email shortly to withdraw my money as they were closing my account. I played and had a good run for a couple of hours but eventually lost it. No email came about closing my account, Then i deposit 20 euro and another until i was down another 80 euro. i emailed the casino and only got a response this morning 13 hours after they opened my account advising this was my own fault as i knew i had a gambling problem and it is my responsibility to not place bets. i advised them this is not how self exclusion or having a gambling problem works. I don't think I will get any money back i am lucky that i have most of my money in an account that i cant touch over the weekend or this could of been a lot worse. But i really wanted to make people aware how irresponsible this casino really is, I can send on the email thread if you want to see the conversation, My account was open for 13 hours in total they have just closed it now. So the damage if i had more money in my bank could of been so much worse

It also says on their policy you will not be able to withdraw or deposit for the period of self exclusion

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.

Hi Linda,

I am attaching the messages from our customer support advising you to withdraw the amount. As you have explained it above yourself, it is technically not possible to withdraw any funds from a closed account which is why we had to re-enable your account so that you can withdraw the refunded amount.

We really did our best to resolve this issue in your favor and agreed to a refund as requested. However, you have ignored our instructions. Therefore, we consider this case now closed and would also ask you to refrain from trying to open accounts with other User ID's / Emails in the future.

Have a great day ahead!

If you know anything about people with a gambling problems you should know you don't give access to an account they asked to be self excluded from. It on your own site that you cant withdraw or deposit on your site if self excluded, so how was i able to deposit after self exclusion. And threatening me with your legal team is not a good look for a casino that break their own rules. I hope after this that casino guru give ye the rating that ye deserve which is zero. And telling me not to open an other account with ye, no i wont be as i don't break rules ill leave the rule breaking down to ye. And one more thing ye said my account would be opened for a small period and then disabled. Is 13 hours a short period to ye god knows how much someone with a gambling problem could gamble in that length of time

Hi Linda,

"It on your own site that you cant withdraw or deposit on your site if self excluded". Thanks for highlighting once again what we have already mentioned multiple times and which is the reason we had to enable your account to be able to make the withdrawal.

Furthermore, I am not sure what you are referring to with "threatening me with your legal team"? We have at no point made any threats towards you.

Yes you have i will be sending on the email thread when you threatened me with your legal team to casino guru look back over your own emails. And again i say you never open anyone's account who has asked for a self exclusion. I should not have been able to gamble my refund and should definingly not have been able to deposit. i really think ye need to take up some training because this is an awful way to run a casino. This casino needs to take gambling problems and self exclusion seriously which ye are not doing

Dear Bet1000 Casino team,

Thank you very much for your cooperation, I do highly value that you agreed to do the refund. However, the method you have chosen is quite uncommon. A player with a gambling problem has no control over his gambling. Therefore, reopening the account and providing the funds to play with is not OK. It is quite obvious what can happen in such situation.

When a player express gambling addiction, the account should be closed without a chance to reopen. Therefore, in this case the player's account should remain closed, or possibly temporarily reopened but without availability to play. I fully understand that your system may not allow it, but there is always a way of how you could do it without reopening. I am very sorry about the situation, but I believe the player deserves a refund. Please, could you reevaluate your decision, or is it final?

Dear Jozef,

Thank you for your response.

We would like to inform you that we have successfully transferred the requested funds to the user's account and subsequently requested the user to initiate a withdrawal immediately so that we can proceed to close the account once again. It is noteworthy that this communication with the user took place within a span of a few minutes. However, we regret to inform you that after the user provided us with their bank account details and we added the funds to their account, the user ceased to respond. We were only made aware of this development the following morning (please note that these events occurred on a Saturday evening as we were committed to promptly providing the refund to the user).

Furthermore, we have informed the user that complying with their request to withdraw funds to their bank account via the required PSP would necessitate the reopening of their account, albeit briefly, to process the withdrawal. We have provided the user with detailed guidance on this procedure, and the user expressed no objection.

We assure you that we have made every effort to resolve this issue in the user's favor and have agreed to provide a refund for the amount requested. We have clearly explained the necessary procedure to the player and have taken all necessary steps from our end to expedite the refund process. Regrettably, our ability to provide the refund in a timely manner depends on the user's cooperation, and not on our efforts alone. Therefore, our decision in this matter is final.

Kind regards

They never contacted me again after opening the account until they read my numerous emails 13 hours later. I hope when this complaint is closed it is marked unresolved and the reason why. People should know that this casino does not take self exclusion and gambling problems seriously. Shame on them.

Dear Seanzzzzz,

Unfortunately, since the casino made their final decision, I will mark the complaint as "unresolved" in our system. It is certainly not OK to reopen the account even just for the withdrawal if depositing or playing is allowed by the system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to change their mind, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact their licensing authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jozef.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards, Jozef