BetCoco Casino - The player's self exclusion failed.

I have asked betcoco.com to close my account because of gambling addiction. They have ignored my request, and I have spent more money. I would like a refund. Thank you for helping.

I asked them to close it on the 12th. The 14th its still open. That was the second time I asked them to close it.

Hello Oldfog,

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

Could you please advise how exactly did you request for the exclusion - was it by mail or live chat? Did you also mention gambling addiction to the casino? Is your account currently still active?

Looking forward to your answer.

Regards,

Nick

Hey

First I contacted their livechat, but it turned out it was just a bot, and I was able to send a message there.

The next day I got a mail that my account has been verified (since I sended in my documents two days earlier). I responded to them and asked to close my account (mail). This was the second attempt.

Then the next day again, my account was still open and I spent more money there.

I asked them to close it the third time, threatening them with Casino.guru. This was on the evening, and while their support only seemed to be open daytime, they responded quickly, closing my account.

Do I understand it correctly that they've basically closed your account the day after requesting for self exclusion through e-mail?

Please note that unless the chat was only a bot, you had to request for self exclusion through e-mail and even after that, even the casino has a processing time as I'm pretty sure they do not respond e-mails 24/7.

Yes the chat was only a bot, but it still took them three days to close the account. But when I threated them with Casino.guru it took about 20 minutes.

Hello Oldfog,

Based on the description I would say that the casino did their best in order to close your account. As the live chat was only a bot only the e-mail request may be considered as the first one, therefor the casino closed your account within 2 days which is a good processing time. Please note that they might have thousands of request daily and it is sometimes impossible to process all of them within a day. How much did you deposit exactly since your e-mail request?

Ok! I deposited £230

Hello Oldfog,

As mentioned above, from out point of view, the casino did everything in order to close your account as soon as possible as it took them only 1 day. Based on that, we will be forced to close the complaint as we do not see any harm intention from the casino's side. If you still however believe that it was not done fairly, you can contact the licensing authority of the casino with your complaint.

We will be now closing this complaint.

Regards,

Nick