Bet1000 Casino - The player's self exclusion failed.

Hello,

I emailed Bet1000 asking for my account to be closed on Monday 06/03/2022 and on the 08/03/2022 my account was still open and able to take deposits into it.

I received a confirmation email to state I wanted to close my account roughly 12hrs after the request but it was not completed. With that I was able to log in and deposit more money into the account after requesting it to be closed and receiving the confirmation email.

I contacted support stating they did not close my account when requested to which they stated in the email that they were waiting on confirmation of the closure of my account after the first email was sent but there is no where within the first initial response email to state they required another email for another confirmation of closing the account after receiving the first. (They state they needed confirmation but yet it's not stated in the email)

They failed to follow through with my request and as such I am requesting the refund of funds from the 06/03/2022 onwards. Please note I do not remember the exact amount, I have asked to see how much was deposited and am being met with silence now. Hence why I'm here now. It is definitely within the €400 region possibly 500.

Kind regards,

Shandy37

Hello Shandy37,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

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, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a 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 in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello Nick

Thank you for your response.

The reason in regards to closing the account was as per the email I sent stating:

"Hello, please go ahead and close my account, I find the the bonuses are far too high of a multiplier to achieve and also your "market" exchange for points to prizes is extremely poor exchange system. The Cashback bonus of 10% for the level I am currently at also is extremely low"

I do understand the difference between the closing of an account and self exclusion for certain issues. Thank you for that.

May I ask when a customer asks for the account to be closed they have no obligation to close it or do they have to? Sorry your response was a little confusing for me.

I would like to mention that I did not ask for my account to be reopened or remain open at any stage once the email was sent and the response received from support confirming for the closure of my account. That is just to clarify that issue.

After the response was received for the closure of my account, the account remained open.

Kind regards,

Shandy37

Hello Shandy37,

Every casino has different system for that.

Some casino just applies a cool-off period and you have to confirm that you want to keep your account closed.

Also unless you request specifically for self-exclusion, your account can be reopened anytime by requesting for it.

Please try to request directly for the exclusion and mention gambling issues/addiction and the casino should close your account within the next 3 days without the possibility to reopen it.

Hello Nick,

Thank you for the response. Okay I understand that I should have been more specific with my description of why I wanted to close my account and with immediate effect. Thank you for your help.

Hello Shandy37,

Is your account now closed? Did you request for the self-exclusion as I advised above?

Hello Nick,

The account is now only closed as a permanent self exclusion.

Thank you Shandy37 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick