Betandplay Casino - Player’s account has not been closed.

Hello

I am a game addict and have sent them 8/2. an email where I have asked to close my account. I got a reply from them that they will contact me within 24 hours. They haven't been. As a gambling addict, I have played at their casino from August 6 to August 12. a total of 615 euros. Since I am addicted to gambling, I demand a refund from them because they don't follow the rules. I have the emails, a copy of the chat conversation and screenshots of the deposits. Omen today 12.8. asked again to close my account. The chat person closed the conversation, rika agreed to investigate the matter.

Hi Tarja

Hello Mina2024,

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.

• What was the reason for the account closure that you mentioned in your request?
• Please forward screenshots of your account closure requests to dominika.l@casino.guru, as the chat transcripts you shared are inaccessible.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hello

I emailed you a screenshot of the request to close my account.

I asked to close my game account because I am very addicted to games. This is evident from my electricity supply.

Best regards

Tarja

Hello

I don't want my name to appear publicly on your site. Can you remove my last name?

Best regards, Tarja

I don't want my name to be seen in public. It's a big security risk.

Thanks

Dear Mina2024, thank you for the information provided.

Could you please forward the full email communication with the casino regarding the account closure to dominika.l@casino.guru?

Dear Mina2024, thank you for the information provided.

Has your casino account been closed? If so, when did that happen?

The account is closed on 20 August 2024. I sent you an email that was sent to me on 8/20/2024.

Thank you very much, Mina2024, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Thank you Dominika!

Dear Mina2024,

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

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 Mina2024,

Fortunately, I was able to establish communication with the casino team. I should have more information soon and will get back to you as soon as possible.

Hello,

apologies for the late reply.

The player sent an email with the request of closure. As soon as the email was processed the player account was closed on his request and further info regarding gambling protection were provided. All this happened within our SLA.

The player requested a refund, where he received an email in return with all info regarding our license and refund procedure. This was our final statement.

The player received all necessary information and the case therefore closed from our end.

We wish him all the best.

Thanks,

Dear Betandplay Casino team,

Based on the evidence provided by the player, it appears they informed you about their gambling addiction and requested account closure on August 2nd. Could you please explain why it took so long to close the account? What was the reason for this delay?

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.

Hello,

we responded accordingly to our SLAs.

As soon as the email was processed, the account was closed.

Thanks,

Dear Betandplay Casino team,

Can you please forward me the player's transaction history from the casino account for August?

My email address: jozef.k@casino.guru

Hi Jozef,

We have forwarded you the deposit history showing that the last deposit of player was on same day she requested her account to be closed.

Thanks,

Dear Betandplay Casino team,

I haven't received anything. Could you please confirm that the correct email address was used?

Dear Mina2024,

In the meantime, could you confirm when the last deposit was made? Was it on August 2nd?

Hello

My last deposit was on August 12, 2024.

I have screenshots of game account deposits from August 2nd to August 12th, 2024 if you want them.

Dear Mina2024,

thank you for your fast reactions. Can you please forward it to my email address?

jozef.k@casino.guru

Hello

I sent you three emails with screenshots of my deposits attached.

Dear Betandplay Casino team,

Based on the deposit history, it's evident that from August 2nd, when the player initially notified you of their gambling issue and requested self-exclusion, deposits continued to be made almost daily until August 12th. I believe the player deserves some form of compensation. While I understand that a few business days might be necessary to process their request, ideally, Mina2024 should not have been able to make additional deposits after August 6th or 7th at the latest. Could you consider finding a compromise with the player? To clarify, I am not suggesting a full refund of all deposits.

Hello

When I sent a request to close the account, I received an automated message promising to be contacted within 24 hours. It wasn't. I had to make a new request to close the account on August 20. All messages have been delivered to Guru. I'll send that email to you!

Yes but please note that the first proper request regarding account closure gambling addiction came in on August 12 th .

Sorry, but it was 08/02/2024. The message I sent was in Finnish, where I also announced my gambling addiction! Please check your information again Betandplay, thank you! I JUST SENT THIS MESSAGE TO YOUR EMAIL!

Hi There,

The moment you contacted LiveChat on 12 th and informed about gambling addiction, your account was suspended.

You sent your fist Email in Finnish, thats true and due to back log it was not processed witin time frame but you never contacted our Livechat in that stage and continued depositing.

We are willing to look in the case and refund you if we receive further documents we requested via Email.

Otherwise we will deny the refund as we suspended your account as soon as you contacted our Livechat.

Thanks

Hello

I have been connected to your live chat on August 2, 2024 and also after that. Can you check it again! Thanks!

You are asking me for a medical opinion! You must reply to messages/contact us within 24 hours! You have made a mistake when you did not reply within 24 hours. A game addict doesn't know how to control his playing, if you don't understand that, it's a miracle!!!

I will report you to your license issuer! I'm a game addict and it's true! Give me my money back! Thanks!

Dear User,

Thank you for reaching out to us.

Could you please provide evidence that you previously contacted us via Live Chat? We currently do not have any records under your name.

Please understand that we cannot issue refunds to all individuals who claim to have a gambling addiction, regardless of the circumstances if there is no proof or any indications for it.. Additionally, please be aware that our response times may be extended due to a backlog of emails, and we cannot process refunds solely based on ongoing deposits.

According to our records, you contacted our Live Chat on August 12th. If you believe this information is incorrect, kindly attach any relevant documentation for our review.

Thank you for your understanding.

Best regards,

In this message, you promise to be in touch within 24 hours. Nothing is mentioned about the further processing time of the request, and you have not announced that the processing time will be longer! In your live chat it was said that it has not been processed because it is in Finnish! Check out the livechat conversation!

Hi ,

That was not a live chat and its an automaic Email sent to players after an Email is submitted.

Thanks,

Hi, yes. You did not contact me within 24 hours! Why?

Look at 12.8. live chat you have! Your answer is that the closing request I sent on August 2, 2024 has not been processed because it is in Finnish! That can't be the reason you don't answer within 24 hours! Pay me on 4.8. from my deposit money back. You must honor the 24 hour service promise!!

Hi ,

The email was an automatic Email! You did not contact us on Livechat to close your account and your account was closed as soon as we processed email , more than that as soon as you came to livechat .

We would do a GOODWILL negotiation but not on such terms and not the amount you claim.

We have sent you a private Email about that.

Best

Hello, you only closed my account on August 20, 2024. You closed my account only after I complained about you to Casino Guru! For this reason, I am asking you for compensation of 400 euros!

Dear Betandplay Casino team,

May I kindly ask you to respond to the player's offer for a compromise?

I believe this is a fair request based on my calculations of the deposits made after the initial request. I can confirm that the player’s request from the 2nd is clear, and since you confirmed receiving it, it should have been processed within a few days.

Hello

I do not agree to the compensation of 150 euros!!! I demand compensation of 400 euros! You have acted very dishonestly all along. In LiveChat you said on August 12, 2024 that my account is closed. My account was only closed on August 20, 2024. The account was open all the time between August 2 and August 20, 2024! You closed my account only on August 20, 2024, it appears from my previous message!

This is simply not true - your account was suspended on 12.8. and we can prove it.

The 150 Euro were only out of GOODwill because processing of your first email was too long.

If you do not want to accept it, it is fine - the cae is closed as sorry as we are.

I received an e-mail about closing the account on August 20, 2024, and Käbi every day from August 12 to August 20, 2024 checked to see if the account was closed. It wasn't! I have closed many Casino accounts due to gambling addiction and they have worked the same day! You are an unethically operating casino. Next, I hope that Casino Guru and I can transfer this to your license issuer! 400 euros is the last offer!

Hi,

We have not even received any documents of you yet.

Please reply to the last Email we have sent you and we discuss it further. As stated your account was suspended on 12.8. and there were no deposits made.

Thanks!

Hi Betandplay

I have replied to your email. I will send the necessary documents when you have confirmed the refund as 400 euros.

Dear Team,

Please note we will not in general discuss any kind of refund if we have no documents such as Face Id Verification.

Kindly close the case as you can see we have offered our part and there is no cooperation.

Thanks

Hello

You have already discussed the amount!!! You offered 150 euros! I agree to the sum of 400 euros. Confirm the sum of 400 euros, and the matter is in order and you will receive the necessary documents.

Dear Casino Guru Team,

Kindly note that we will not reply anymore. Please read through all we have sent and even what we offered out of goodwill - we have not even received documents and still offered a goodwill amount.

From our side the case is now closed and we will not entertain such one way communication.

Thanks,

Betandplay

You have not admitted anything happened until I have provided proof of how you have been acting! This starts to annoy even less.

I can't provide the documents because you would reimburse me that 150 euros and I won't accept it. I accept 400 euros.

Can you tell me why I didn't receive an email from you about closing my account until August 20, 2024?

Hi,

We wil;l not accept to pay out 400 Euro because your account was SUSPENDED as soon as from 12.8. . when you came to Livechat and your Email was processed. Because it was long waiting time from 2.8. till 12.8. . we would out of GOODWILL pay you 150 Euro but nothing further will be discussed as we do not even know if all the Data on your account is correct.

Thats the last we have to say here.

Dear Mina2024,

Verification is mandatory in every casino. I kindly ask you to provide the necessary documents, as failure to do so may lead to rejection of this case. Verification is essential to ensure acceptable behavior and can enhance your protection in the future.

Once the documents are submitted, I can review and provide feedback on whether the proposed refund amount is, in my opinion, sufficient.

Please let me know your decision.

Josef

Today, November 6, 2024, I have sent Betandplay a photo ID, a bank statement and an invoice that shows my address information.

So this is a confirmation of my account.

Dear Betandplay Casino team,

May I kindly ask you to confirm?

Hi,

Everything was done from our side and refund initiated.

Thanks

Dear Mina2024,

I am extending the timer by 7 days. Please let me know when you receive the refund.

Josef

BetandPlay paid 300 euros in credit to my account last Friday. I would have liked 400 euros, but I couldn't fight it anymore.

Dear Mina2024,

I understand your point completely, but 300 EUR is still preferable to 150 EUR. I believe this is an acceptable compromise. Do you agree that we can consider this case resolved?

Hi Josef

The matter can now be considered resolved. Thanks a lot for your help Josef and the entire Casino Guru team!

Have a nice Christmas 🎄

Dear Mina2024,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, Jozef

P.S. Have a nice Christmas too. 🎄