Betador Casino - Player struggles with reopening of account with gambling addiction.

Hello,

My account was closed on May 5th 2024 due to gambling addiction, and they reopened it on May 7th which made loss of 2900CAD and after reopened I have sent email to close it permanently for the same reason, but they ignored my email and my account still open. Today I have sent them a message again about the closure.

Kindly I need help to get my loss of deposits which was made after the reopening, additionally I need to close my account .

I have all the correspondence emails I can send them to you if you request.

Thank you

You support is appreciated

Hello Alprince2001,

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

Could you please advise if your account was verified? Did you mention gambling problems or addiction in your request? When was the last time you spoke to the casino and what was it about?

Can you please forward the request you sent to the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello,

My account partially was verified.

Yes I have mentioned gambling addiction.

Yesterday I sent message through website chat.

My account was closed on May 5.

I have sent your the requested emails.

Thank you Nicolas.

They have excluded my account today after several requests and loss over 3500 CAD and maybe over 4000 CAD 😪 after the reopening. They shouldn't have reopened my account which I mentioned to them on my first closure account about my gambling addiction, but they didn't adhere to the gambling addiction policy or rules of casino and licensing.

Please 🙏 i need your assistance and support on this issue to resolve it and get my deposits back and loss caused by the reopening.

Thank you Alprince2001 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Alprince2001,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betador Casino,

Could you possibly provide additional information regarding the ignored self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

The Disputed Amount is over 4000CAD

I officially requested the casino to provide me with the deposits history from May 6 to May 22, 2024

Thank you Guru Team

My total loss after May 5 is 4572.10CAD.

The casino really they took advantage of my gambling addiction and made me loss all this amount, if they adhered to the gambling addiction rules and really licensed casino they won't reopen my account even though I'm requesting while Gambling addiction mentioned on the closure request.

Please change the dispute amount on the complaint.

Thank you.

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.

Dear Alprince2001,

I am in contact with the casino representative outside of this thread. I will let you know with any updates.

Thank you Michal.

Kindly request them to close my account accordingly with my requests those i have sent by email to the casino betador support, as it is still active. Additionally please I need my detailed history of deposits from May 6th up to May 29. 2024.

I Appreciate your support

Any update?

Dear Alprince2001,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our 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 react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.v@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal V,

Casino Guru

Dear everyone,

This complaint has been resolved after the issue has been escalated to the Curacao Gaming Authority, as per this thread on our forum: https://casino.guru/forum/casinos/betador-casino---general-discussion/2#post-118432

Therefore, we are marking this complaint as resolved.