BetBlast Casino - Player’s account remains open despite closure request.

Hello Casino Guru, My name is john, I held an account with Betblast casino, I joined on the 27 of December 2024, I played on casino on till it spiralled out of control and i took the action of requesting to have account closed due to problematic gambling. I had to request account closure though email as live chat do not deal with account closures. I emailed betblast on the 30 January 2025 requesting account closure due to problematic gambling as I seen no other option as I needed to close account as my problematic gambling was out of control. I was relieved as I took action to close account. But to my dismay account remained opened, As a problematic gambler who had no control over my gambling i continued to gamble, Then on the 9 of February 2025 I further requested account closure again but to my dismay and despair, The account remained opened, so I had to take action as betblast certainly hadn't, I took to live chat who said they hadn't received any emails from myself, which couldn't be right. I thought to myself as I've been receiving promotional emails here there and everywhere from them, so I was thousands of euro down from first requested account closure due to problematic gambling, I had betblast telling me they hadn't received not one but two requested account closures due problematic gambling, I believe Betblast have failed me regarding gambling responsibilities and I believe they be accountable for the €2000 in deposits I made from first requested account closure 30 December 2024 due to problematic gambling and further requested closure on the 9 January 2025.

Dear jmckinney1661,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Hello Dominika, I did end up getting account closed after a month an a half, but betblast failed to close my account on request due to problematic gambling, on the 30 December 2024 and then also requested again on 9 January 2025. I will forward you information in email. The amount i lost due to there failure to close account was actually £3089, after I went though bank transfers deposited to betblast after requesting closure due to problematic gambling.

Dear jmckinney1661, please forward the account closure emails you sent to Betblast to my email address dominika.l@casino.guru. You sent only screenshots of the emails.

Hello dominika, good to hear back from you. I have forwarded the emails to yourself. The emails I sent to betblast and also i have included attachments to show emails were sent to betblast. I have sent them to you from email address J************@mail.com. I have further forwarded attachments of betblast live chat regarding account closure and somewhat reasoning for failure to close account as requested on the 30/12/2024 and also again on the 9/01/2025

Dear jmckinney1661, I wanted to let you know that I have not yet received any forwarded emails from you. Could you please forward the self-exclusion request you sent on January 9 to my email address at dominika.l@casino.guru? Additionally, if you have any other account closure requests sent to the casino via email, I would appreciate you forwarding those as well.

To forward an email, open your email account and find the message you want to share. Click on the "Forward" button, usually at the top or bottom of the email. Enter the recipient's email address (dominka.l@casino.guru) in the "To" field, add any optional message if needed, and then click "Send."

I will forward again now, Dominka!!

Hello dominika, I will forward requested emails now, sorry for any inconvenience

Hi dominka, when I go to to forward email it replaces recipients details to the person I am forwarding to!!

Dear jmckinney1661, could you please forward me the original emails you sent directly to the casino, so I can see the recipient of those emails? It would be very helpful.

Hi dominka, I will seed to you again but through recipients address gets removed that's why I included screenshot attachments

Dear jmckinney1661, please forward the original emails containing the account closure requests, ensuring that the recipient's email address is visible. Without this sufficient evidence, we will not be able to proceed with your complaint.

Hello dominka, finally found way to send emails requesting closure due to problematic gambling, I just forwarded both emails to yourself

Dear jmckinney1661, I have not received any emails from you.

I will check now dominka, sorry and thank you for your patience

Dominika I just forwarded both emails, first requesting account closure on 30/12/2024 then further requesting again on 9/01/2025 due to problematic gambling

Good morning Casino Guru, Hello Dominika, could you let me know if you have received the two emails regarding failure to close/requested account closure due to problematic gambling with Betblast.

Dear jmckinney1661, I need to clarify that the emails you 'forwarded' aren't sufficient evidence because they appear to be copied rather than directly forwarded from your email account.

Could you please try again to send those emails as attachments? Here’s how you can do it:

1. Locate the original emails in your email account that you sent to Betblast.
2. Download or save each of those emails as a file on your device (most email services offer an option to save emails).
3. Compose a new email to my address (dominika.l@casino.guru).
4. Attach the saved email files to your new message.
5. Send the email.

This way, I can see the emails exactly as they were sent, including the recipient's details.

Without this evidence, the best we can do is assist you with closing your account properly. Has your casino account been already closed, or is it still open?

I will follow instructions you have provided dominika, I got account closed a month and a half after first requested account closure due to problematic gambling. So yes account has been closed

Hi Dominika, I will follow your instructions. If I try to forward email I sent to betblast to you, it replaces recipients name to yours, so I logged into @mail.com account and retrieved emails that way, the emails i forwarded to you yesterday are the originals, you can see from screenshots i sent to yourself previously that emails were sent and match times and dates of emails I sent to betblast, but I know screenshots is not evidence. I got account closed a month and a half after requesting account closure due to problematic gambling

Dominika first of all I much appreciate your patience and can only apologise for the inconvenience, truly. I have forwarded emails and downloaded files and sent to your email address, could you let me know if you have received please

Thank you very much, jmckinney1661, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Dominika I much appreciate your help, Im glad i finally got the information together, thank you for your patience and help.

Hello jmckinney1661,

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 BetBlast Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Good morning Michal, first of all thank you for assisting me with this issue! I joined betblast on the 27 December 2024, within a short period of time I started to experience gambling issues, problematic gambling, so on the 30 December 2024 I reached out to betblast with a request to close my account due to problematic gambling via email as betblast do not close accounts via live chat, but to my dismay my account remained opened and not closed as requested. And as a problematic gambler I continued gambling on betblast until things were at and all time low it had started to impact on my personal relationships, so I reached out via email again on 9th of January 2025 to have account closed due to problematic gambling but again no response and account remained opened, I had to take to live chat again as account remained opened, I found it very difficult to finally get account closed a month and a half after first request to have account closed due to problematic gambling, I went on to lose £3089 from when i first requested account closure due the 30th December 2024 to problematic gambling, betblast have failed in there duty to protect there players from theses situations. I hope together with your help michal we can resolve this issue. I have forwarded emails to yourself michal that i sent to betblast including information regarding requesting account closure due to problematic gambling, and i also have included loses incurred after requesting account closure on 30th December 2024 and also on the 9th of January 2025