The player from Germany requested self-exclusion, but his account has been reopened. The player later indicated that the issue was resolved.
BetBRX Casino - Player's account has been reopened.
Amount: €5,000
BetBRX Casino
Safety Index:Below averageSafety Index
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6.0
BetBRX Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I have an account at ybet.com and although I am addicted to gambling they open my account when I ask.
Please help me to permanently close the account
Automatic translation:
Public
Public
1 year ago
Dear Sefedin25,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the responsible gambling and I found this:
"Self-Exclusion:
In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain to you all the future steps and what is needed from you.
email: support@betbrx.com
Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection. During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account. Please refer to: https://www.gamblingtherapy.org/ for gambling help"
Do I understand correctly that you requested self-exclusion and the casino blocked your account, but it was reopened later?
Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
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
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1 year ago
Dear Sefedin25,
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.
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Public
1 year ago
Dear Sefedin25,
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.
Public
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1 year ago
Dear Sefedin25,
It seems that the 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,
Kristina
Casino.Guru
