Betfred Casino - Player’s account has been blocked.

I opened an account with Betfred on 17/12/2022 and deposited through Paypal £44 & £45 then then 2 hours later I wasn't able to access the account, after changing my password I still coudnt login and following a conversation with Live chat I was told that I was in breach of a previous self exclusion and the funds wouldn't be refunded

Dear justynp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you ever requested your account to be closed or suggested a gambling problem when communicating with the Betfred Casino? Could you please advise if you have self-excluded yourself from any other casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear justynp,

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.

Hi

thanks for your reply, I had closed a betfred account about 10-12 months ago as previously mentioned I opened another account went through the initial checks at which point my new account was opened and following 2 deposits the account was locked? I would have no issue with being denied a new account but the site accepted my deposits before blocking the account. For this reason I am requesting a full refund.

i await your reply

regards

juatyn p******

Could you please clarify, justynp, what was the reason to close your first account? Have you mentioned gambling problem back then when applying for self-exclusion?

Hi

yes I requested that my account be closed this at the time was just my personal choice.

regards

juatyn p

I understand that it was your personal choice but what reason you gave to the casino, please? Was the gambling addiction brought up at all?

I just closed the account because I chose to take a break from online gambling, my main issue is the fact that I was allowed to make 2 separate deposits before the account was locked surely there’s some middle ground ?

I await you reply

Justyn p

As discussed I made 2 separate deposits screenshot attached, all

xhexks had been carried out to allow me to open the account if there was an issue surely when I tried to make a deposit this should have been denied ? Allowing me to make a 2nd deposit definitely shouldn’t have been allowed either?

for the aforementioned I am requesting a refund

Justyn p

I understand, justynp. Thank you for the clarification and I do apologize for the late reply. Could you please confirm that you used the same credentials when opening your new account? Was the email address different or the same one?

Hi

as far as I am aware everything was exactly the same.

regards

justyn p

Thank you very much, justynp, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Petronela,

thanks for your assistance.

regards

justyn p

Hello justynp,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Betfred Casino to join the conversation and participate in the resolution of this complaint.

Dear Betfred Casino,

Could you please confirm that the player used the same credentials and email address when opening his new account?

Kind regards,

Tomas

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear justynp,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the IBAS – an alternative dispute resolution service (https://www.ibas-uk.com/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the UKGC Gaming Authority itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain).

Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas