The player from Italy encountered issues with Betflag after depositing money into an account opened in her mother’s name using her credit card, despite having self-excluded from all AAMS sites. After notifying Betflag about the situation, they continued to allow more deposits and later closed the account without taking responsibility, which led the player to request an immediate refund. The Complaints Team concluded that the casino was not obligated to provide a refund, as the responsibility for using a third-party account lay with the player. The complaint was deemed unjustified and was rejected.
BetFlag Casino - Player's deposits are disputed and account closed.
Amount: €1,129
BetFlag Casino
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8.5
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
I am a gambling addict who has self-excluded from all AAMS sites, including Betflag. I opened an account in my mother's name with Betflag, and so far, the responsibility is mine. The issue is that Betflag allowed me to deposit money into my mother's account using my credit card, which is also associated with my self-excluded account, without any restrictions or checks. After depositing and losing the first €230, I informed Betflag of the situation via an email, which I will attach. However, after a week of investigation, Betflag responded that they had no responsibility regarding this matter. They continued to allow me to deposit more funds using my credit card until I sent a second email requesting a refund after I had spent the entire disputed amount. They only closed the account at that point, replying that the responsibility was not theirs. I have tried to contact them again, but they no longer respond to emails or live chat. I am requesting an immediate refund. I acknowledge my responsibility in opening the account, but regarding the deposits, their responsibility comes into play since they were already warned about the situation. I've tried inserting the emails but can't seem to do it, so please send me an email so I can forward them to you.
Automatic translation:
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1 month ago
Dear schieralorenzo09,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetFlag Casino.
Please understand that creating an account under someone else's name presents a circumvention of a block the casino has in place to protect you.
We are unable to argue in your favor the protection should have accounted for you using the personal information of a third party.
Players are always required to use only personal information that is theirs and that can be verified using their documents.
Please allow me to ask you a few questions so I better understand the situation:
- Could you please send me the communication between you and the casino you refer to in your post?
- Could you please specify the timeline of the deposits in the new account?
- My email is tomas@casino.guru
Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Translation
Hi Thomas, thank you in advance for your interest in helping me.
I'll explain a little better, I used this account from September 27th and until October 3rd I deposited and lost about €230, after which I sent a first email to Betflag warning them that this account was managed by me who am a compulsive gambler and self-excluded and that I deposited with my card and asking them to take action, Betflag blocked my account for about 3/4 days for checks, after which they calmly reactivated it and allowed me to play again saying that the responsibility of keeping the account safe is the customer's. I continued to play and deposit with the same card and lose, after which on October 14th 2024 I informed Betflag again of the situation, after having lost a good €1129 and finally after checks Betflag closed my account. The problem is that even though they had been warned before that I was using the account, they reopened it calmly
Automatic translation:
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4 weeks ago
Translation
I understand that the responsibility of opening accounts in the name of third parties is mine and I do not deny it, however in the first email of 3 10 2024 I had warned Betflag that I was using the account and as a compulsive gambler, I think that Betflag should have closed the account to prevent me from continuing, not reactivate it like this with peace of mind
Automatic translation:
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3 weeks ago
Dear schieralorenzo09,
I am sorry but we are not sure the casino has any obligation to provide you with a refund based on the provided information. Either your mother is responsible for not depositing using a third-party deposit, or it's the player's obligation to not register using 3rd party details. We can't blame the casino for not preventing further deposits. If you believe the casino made a mistake, kindly submit a complaint to the casino's regulator. You can find additional information here: https://casino.guru/licensing-authorities/italy-license and here https://casino.guru/submitting-complaints-to-regulators
Please note 3rd party complaints won't be published in the future. (Complaints that are filed on behalf of a third party)
I am sorry we couldn't help. The complaint will now be rejected as unjustified.
