The player from Finland had struggled to close his casino account despite numerous attempts via email and live chat. The casino had assured him that the account would be closed within 24 hours on January 10, 2024, but it had remained open. The player had wanted to close his account due to an inadequate selection of games and a lack of trust in the casino's response to player requests. Eventually, he managed to contact customer service and successfully closed his account. We had marked the complaint as 'resolved' after the player confirmed the successful closure.
Betador Casino - Casino refuses to close player's account.
Amount: ??
Betador Casino
Safety Index:Below averageSafety Index
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5.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
The casino will not close my account despite my numerous requests or demands, and my account remains open. I have sent emails and received one response on January 10, 2024 saying: "The account will be closed within 24 hours." The live chat service is never available, and I have also left several requests there without receiving a response.
Automatic translation:
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10 months ago
Hello Jannu_Plays,
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).
Thank you very much in advance for your reply.
Best regards,
Nick
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10 months ago
Translation
Hey!
I wanted to close my account due to the insufficient selection of games, because the casino lacked several game providers, and I gave an additional reason, which is a lack of trust due to the casino's actions towards the player's request/demand.
I do understand the differences between self-imposed game ban and account closure with the opening option.
I will be happy to answer additional questions.
Automatic translation:
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10 months ago
Hi Nick!
I have update in this. I managed to reach customer service, and My account is now closed.
Still i recommend, that players avoid this place at any cost, this place doesnt seem trustful due to lack of responding.
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10 months ago
Dear Jannu_Plays,
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,
Casino.Guru
