BETANDYOU Casino - Player struggles to close his account.

Hello.. I've been trying to close my account in this casino for a while now. First time I did try to do it , support told me that they can't do it permanently, even when their T&C says that I have the right to close it forever. So they ended up only blocking me temporally. Some time ago I tried again to contact support (support@betandyou.com) to close my account and they told me that I do need to contact block@betandyou.com , so did i. I tried more than once and they don't give me any kinda of answers. I kindly ask for some help in order to close my account from this casino. They don't offer any responsible gambling tools and I do like to be able to set limits to not lose control!

Thank you in advance

Dear tftcosta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling policy and I found this:

"7. For customers who want to set limits on their gambling, we offer a voluntary self-exclusion service, which allows you to close your account or restrict your gambling activities for one of the following periods: 1 month, 6 months or 1 year. Once your account has been self-excluded, it will be closed until the selected time period has elapsed. Once the self-exclusion period has ended, you will be able to recommence your use of any Services on the website.

You can request that the restrictions are removed from your account before the self-exclusion period has ended; however, the final decision rests with the Company.

If you want to set limits on your online activity then contact us at block@Betandyou-team.com. We may limit the maximum amount of your stake. You can amend these amounts in any time but any change will be realized only in 24 hours after the last update.

8. During the self-exclusion period you must not attempt to open a new Account and you must accept that the Company shall have no financial liability and shall not be held otherwise accountable if you continue gambling or using a new Account with the Service under a different name or address. In exceptional cases, a customer's account may be unblocked before the self-exclusion period expires."

Could you please forward me your account closure request? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Do you currently have access to your casino account?

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,

Kristina

They also have this

"SELF-EXCLUSION AT BETANDYOU.COM

Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You may also contact our support team at our email support@betandyou.com and inform us about your decision to stop gambling at our Website for a certain period or forever."

I know they have they have a responsible gambling policy, what I'm saying is that they don't have any tools that you can set your limits by yourself and when you contact the email block@ they don't answer at all.

This was the second time I did write to them

"Hello. as stated in your T&C i have the right to close my account permanently. And i want to close my account permanently!

Last time i tried you did stay you cant do it permanently , but according to your T&C i can have it closed !

So i'll appreciate to have my account closed!

Thank you in advance ." It was on August 31. Didn't get any response.

Thank you for your reply, tftcosta. Unfortunately, I have not received any emails with the requested information from you. Please forward me the account closure request, otherwise, we won't be able to proceed with this complaint. Thanks.

Dear tftcosta,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.